HP PCs - Computer locks up or freezes (Windows 11, 10)

Open Task Manager, and then close any applications that might be causing the computer to lock up or freeze.

1. Disconnect all devices from the computer, except for the keyboard, mouse, and monitor, if applicable.

2. Press the ctrl + shift + esc keys to open Task Manager.

3. Click More details to expand Task Manager, if necessary.

4. Under Processes, look for applications that have stopped responding. Some applications or processes might display a Green Leaf icon in the Status column. These applications or processes are currently suspended by the system to help increase computer performance. They do not need to be closed.

5. Select an application that is not responding, and then click End Task.

   Note:

   You could lose any unsaved work. You might be able to recover autosaved versions of files from applications with an autosave feature.

6. Continue ending applications until all unresponsive applications are removed from the list.

7. Close Task Manager.

   Note:

   If Windows works normally, the problem is related to an application.

8. For help with resolving problems with an application, contact the support for the application.

9. If your computer remains locked up, try the next solution.

If the computer remains locked after closing applications that are not responding, restart the computer.

1. To restart a locked up computer, press and hold the Power button until the computer turns off.

2. Wait a few seconds, and then press the power button to turn the computer back on.

Update your Windows 11 or Windows 10 computer using Windows Update.

1. In Windows, search for and open Check for updates.

   If there are any available updates, they begin automatically.

   Note:

   To download and install optional updates, use the following instructions for your operating system:

   • In Windows 11, select Advanced options > Optional updates, select the updates that you want to install, and then click Download & install.

   • In Windows 10, select View all optional updates, select the updates that you want to install, and then click Download and install.

2. After the updates install, restart your computer when prompted.

Use HP Support Assistant to find and install updates, including BIOS updates, for your computer with Windows.

1. In Windows, search for and open HP Support Assistant, or click the app icon in the taskbar.

   If the app is not installed on your computer, download the latest version from the HP Support Assistant website.

2. On the My Dashboard tab, find your computer, and then click Updates.

3. Wait while HP Support Assistant analyzes the system.

4. After the analysis completes, select the listed updates, download and install the updates, and then follow any on-screen instructions.

5. If prompted, restart the computer, and then close the tool.

Run the Extensive Test if no system component failed during the Fast Test. This test can take 2 or more hours to complete.

1. In Windows, search for the HP PC Hardware Diagnostics Windows app. To open the app, right-click HP PC Hardware Diagnostics Windows, and then select Run as Administrator.

   If this app is not on your computer, download the latest version from the HP Hardware Diagnostics website. You can also download it from Microsoft Store.

2. On the main menu, click Computer Tests.

3. Click Switch to Extensive Tests on the right side of the screen.

4. Click Start Extensive Test.

   While the test is running, the time remaining and test result for each component is displayed on the screen.

5. If a component fails a test, click Troubleshoot.

6. Follow the on-screen instructions to attempt to resolve the problem, and then click Yes.

7. If the problem is not resolved, click Yes to contact HP Customer Support.

8. Scan the provided QR Code, or write down or copy the failure ID (24-digit code) and product ID for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

9. If your computer is online, click NEXT to go to the HP Customer Support website.

Use Microsoft System Restore from the Windows loading screen when Windows does not start normally.

1. Turn off the computer and wait at least 5 seconds.

2. Turn on the computer and repeatedly press the F11 key, about once every second, until you see the Windows loading screen.

3. If a language selection screen opens, select the language you want to use to continue.

4. On the Choose your keyboard layout screen, select the keyboard layout that matches your keyboard type.

5. On the Choose an option screen, click Troubleshoot.

6. Click Advanced Options, and then click System Restore.

   Note:

   Depending on your settings, you might need to select an account and enter your login information.

7. Click Next.

   

8. Select a Restore Point, and then click Next.

9. Click Finish to restore your computer to a previous point.

   

10. Click Yes in the caution that displays.

    CAUTION:

    Do not interrupt System Restore when it starts.

    

11. When System Restore is complete, the computer restarts.