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HP Notebook PCs - Computer Game Locks Up or Freezes (Windows)

This document is for HP Notebook PCs.
When playing a game, your computer locks up or freezes which might indicate an issue with hardware, software, or game system requirements.

Step 1: Check the hardware and software requirements

Computer games have specific hardware and software requirements in order to play the game as intended.
Close any open applications you do not need to play the game, and then compare your computer specifications to the minimum requirements for the game. The minimum requirements can be found using an online search.
If the issue persists when unnecessary applications are closed, and the computer meets the minimum requirements, continue to the next step.

Step 2: Check your internet connection

Make sure your internet connection is stable and reliable. Slower internet speeds can affect game latency, causing the game to stutter or freeze.
Go to Improving Latency and Reducing Lag for more information.
If your internet connection is reliable , continue to the next step.

Step 3: Update the graphics driver

The graphics driver might be out-of-date. Use Windows Update to find and install updates for your computer.
  1. Make sure your computer is connected to an active internet connection.
  2. In Windows, search for and open Windows Update settings.
  3. Click Check for updates.
    • Windows 10: Any available updates install automatically.
    • Windows 7 and 8: Click Install Updates next to the available updates.
  4. After the updates install, restart your computer, if necessary.
If the driver is up-to-date and the issue persists, continue to the next step.

Step 4: Use HP Support Assistant

Use HP Support Assistant to troubleshoot the performance issue.
  1. In Windows, search for and open HP Support Assistant.
    If the app is not installed on your computer, download the latest version from the HP Support Assistant website.
  2. On the My devices tab, find your computer, click Troubleshooting and fixes, and then click Performance Tune-up check.
  3. Wait while HP Support Assistant works, and then close the tool when it finishes.
For more information on troubleshooting performance issues, go to:
If the issue persists, continue to the next step.

Step 5: Change the video display settings

Change the video display settings to match the minimum display requirements for the game.
  1. Right-click an open space of the Windows desktop (not on an icon), and then click Display settings.
  2. Change the resolution to match the game’s recommended display settings. Recommended display settings can be found using an online search.
  3. Click OK to accept the change.
  4. If prompted, accept the new settings. The display reverts to the prior settings if the changes are not accepted.
  5. If prompted, select the option to restart the computer, and then try playing the game again.
For more information on how display settings can affect performance, go to Improving Video Game Performance or FPS (Windows 10).
If the issue persists, continue to the next step.

Step 6: Update the game software

Game manufacturers frequently release patches on their website to repair known bugs, compatibility, and gameplay issues.
Open the game launcher:
  • If the game starts to automatically update, wait until it finished, and then play the game.
  • If the game does not automatically update, there might not be an update or the auto-update feature might not be enabled. Go to the game developer website to check for updates, patches, and other support information
If the issue persists, continue to the next step.

Step 7: Uninstall the video card driver

Uninstall then reinstall the video card driver to clear any internal errors.
  1. In Windows, search for and open Device Manager.
  2. In Device Manager, double-click Display Adapters and the right-click the display adapter.
  3. Select Uninstall device.
  4. Click the check box to delete the driver software for this device, and then click Ok or Uninstall.
  5. Click the check box to delete the driver software for this device, and then click Ok or Uninstall.
  6. Restart the computer to automatically reinstall the driver.
If the issue persists, continue to the next step.

Step 8: Update the BIOS

The computer BIOS might be out-of-date. Check for a BIOS update from HP.
Make sure you install the BIOS update for your specific computer model. Installing the wrong update can result in losing all computer functionality.
  1. Go to HP Software and Drivers Downloads, and then navigate to the product page for your computer.
  2. Locate BIOS in the list.
    • If the option is not available, the BIOS is up-to-date.
    • If the option is available, click BIOS, and then click Download next to the update. Follow the on-screen prompts, and then restart the computer. For more information, go to Updating the BIOS (Basic Input Output System).






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