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This document is for HP and Compaq computers with Windows 7. The computer screen freezes, and the computer does not respond to input from the mouse or keyboard. Before you begin the steps in this document, check for a solution to specific symptoms:. If a specific program is not responding , but others are, skip to the step to Uninstall software programs.
If the computer locks up when coming out of sleep mode , restart the computer, adjust the power settings, and then update the BIOS. If the computer locks up at random times or after turning on the computer, test for failing hardware components. Run the System Test from the Test Scripts section on the left.
Skip any CD-write tests. If the memory, processor, or graphics adapter test fails, your computer might be overheating. Skip to the step to Check and clean the air vents. Step 1: Exit current programs Disconnect the computer, remove any discs, and close all software programs.
Disconnect all network cables from the back of the computer. Press and hold the Alt key on the keyboard, and then press the F4 key to close the software program you are using. If the computer responds, skip to the step to Uninstall software programs.
On the Applications tab, look for a task with a Not Responding status. Write down the name of the software program that is not responding. You might need to uninstall the program later. In Task Manager, click the program, and then click End Task. Repeat the previous step for all tasks with a Not Responding status. If the computer responds , one of the programs you ended is causing your computer to lock up. Save your work, restart the computer, and then skip to the step to Uninstall software.
If the computer does not respond , continue with these steps. Select the Show processes from all users check box, and then look for processes with high CPU and Memory.
CPU : Look for numbers approaching Memory : Look for numbers that continually increase for ten seconds or more. If your computer responds , a software program is causing your computer to lock up.
Save your work, restart the computer, and then skip to the section to Uninstall software programs. If your computer does not respond , continue to the next step.
Step 3: Update any available device drivers Use Windows Update to update the software and drivers for your computer. If a Let's identify your product to get started page displays, select your computer type, type the model name of your computer, and then click Submit.
Follow the instructions to download any available BIOS updates. If a BIOS update is not available or does not resolve the issue, continue to the next step. Step 5: Check and clean air vents to prevent overheating Overheating can cause the computer to stop responding.
Use compressed air to clean the air passages, and then wait for the computer to cool down. Step 6: Scan for and remove viruses and malware Viruses and malware can cause the computer to stop responding. If removing viruses and malware does not resolve the issue, continue to the next step. Step 7: Uninstall software associated with an unresponsive computer Remove virus scanning software that you do not need, older versions of software programs, and software updates that were installed when Windows stopped responding.
Press and hold the Power button on the computer until the computer shuts down about 5 seconds. Turn on the computer, and then press the F8 key repeatedly. Consult with your PC manufacturer to run available hardware diagnostics. This could include:. PC diagnostics that test the integrity of the core PC devices, such as the processor fans and cooling system.
Malicious software may also cause random hangs and other performance problems in Windows. See this article for information about finding and removing viruses: How do I find and remove a virus? It is also recommended that you run one or more online detection tools from reputable antivirus software providers if you suspect a malware infection.
One such example is the Microsoft Safety Scanner. Antivirus software can sometimes contribute to performance problems in Windows. This is particularly common if your antivirus software is out of date, or if you are running more than one antivirus software on your PC at the same time. If you have multiple antivirus solutions installed, uninstall all but one. Check for and install updates for your antivirus software. For more information, see these articles: How do I uninstall antivirus or antispyware programs?
What to do if your antivirus software stops working. A generic freeze is usually indicative of some type of performance problem due to bad hardware or problems with the way Windows is configured, including low memory or disk space.
You may see Windows freezing periodically if there is an issue with an important driver on your system. Display drivers, Bluetooth drivers, network drivers, and motherboard drivers can all contribute to temporary freezing of the system. Check the PC manufacturer site to be sure you have the latest firmware for your PC, and that you are running the latest available drivers for all the hardware on your system.
Install all recommended Windows Updates. This ensures that you are running the most improved version of Windows. A freeze could be part of a general performance problem that is causing a slow or lagging computer.
If so, you may be able to help the problem by optimizing Windows for better performance. If your PC freezes temporarily when using a specific app, the cause is probably not with the underlying operating system, but rather there is a likely a conflict with the app that is freezing.
You can try a variety of steps to resolve the issue, that vary depending on what kind of app is freezing:. Try optimizing Windows for better performance. See the links provided in the section above for details. If these steps do not resolve the problem, proceed with these additional steps, checking for resolution after each one:. See if the state of the Internet connection changes the behavior.
If you can run the app without an Internet connection, try it while disconnected from the Internet. This will tell you if a slow Internet connection may be the cause. If the freeze occurs with a Microsoft Store app, and none of the steps listed in "Troubleshooting steps for all apps" resolved your issue, try the guidance provided in this article: Troubleshoot problems with an app. If the freeze occurs with a desktop app, and none of the steps listed in "Troubleshooting steps for all apps" resolved your issue, try these additional steps:.
Check the app for compatibility with your version of Windows. If the app provider does not list your version of Windows as compatible with the app, you can try to enable compatibility settings for the app. For more information, see the following article: Make older programs run in this version of Windows.
Some apps provide an option to repair the app within the Control Panel. Check if the problematic app offers such an option by opening the Control Panel, and then navigating to Programs, then Programs and Features. Tap or click on the problematic app from the list. If the app provides a Repair option, a Repair button will appear next to the Uninstall button.
Click on Repair to repair to the app. Try performing the clean boot troubleshooting steps listed in the following Knowledge Base article: How to perform a clean boot in Windows. Test the app while signed in as a different user. If the app does not exhibit any problems while in a second user account, your user account may have a damaged configuration.
Try performing the steps listed in this article: Fix a corrupted user profile. If the freeze occurs within Internet Explorer, and none of the steps listed in "Troubleshooting steps for all apps" resolved your issue, try these additional steps:.
Test if Internet Explorer freezes on different websites. If the issue is with a specific website, the website may be contributing the problem. Try the steps listed in the following article. Be sure to select your version of Internet Explorer using the dropdown in the upper right corner of the page : What to do when Internet Explorer isn't working.
If you are still having a problem after updating all drivers and firmware, you can disable Fast Startup to see if that may be contributing to the issue: Tap or click Search. Tap or click Change settings that are currently unavailable. Select Save changes. Need more help? Expand your skills. Get new features first.
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