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HP Customer Support - Knowledge Base

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Information

Need Windows 11 help?
Check the information on compatibility, upgrade, and available fixes from HP and Microsoft. Windows 11 Support Center

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Advanced computer lock up or freeze troubleshooting

If the computer continues to lock up or freeze after you have attempted the basic troubleshooting steps, try additional steps to resolve the issue.

Running the HP PC Hardware Diagnostics Extensive Test (2 hours or more)

Open HP PC Hardware Diagnostics and run the Extensive Test.

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

Battery check
Processor check
System board check
Hard drive SMART check
Hard drive short DST check
Hard drive optimized DST check
Hard drive long DST check
Memory extensive check
Video memory check

You cannot use your computer during the test. The Extensive Test takes 2 or more hours to complete, depending on the system configuration. You can cancel at any time by pressing the esc key (Escape).

In Windows, search for and open the HP PC Hardware Diagnostics for Windows app.

If this app is not on your computer, download the latest version from the HP Hardware Diagnostics website.
On the main menu, click System Tests.
Click the System Extensive Test tab.
Click Run once.

While the test is running, the time remaining and test result for each component displays on the screen. The test can take 2 or more hours to complete.
If a component fails a test, click Troubleshoot.
Follow the on-screen instructions to attempt to resolve the problem, and then click Yes.
If the problem is not resolved, click Yes to contact HP Customer Support.
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.
If your computer is online, click NEXT to go to the HP Customer Support website.

If your computer is offline, use your mobile device to scan the provided QR Code and access HP Customer Support.

If the Extensive Test does not detect a hardware problem, run the Component Tests.

Uninstall software in Safe Mode

Uninstall any applications that might be causing the computer to lock up or freeze. Old versions of software and software updates might be corrupt, which can cause this issue.

Note:

Make sure that you are not using more than one virus scanning application. Remove all but one to make sure that they are not causing the computer to become unresponsive.

If the computer became unresponsive (locked up or frozen) after installing a specific application, remove that application.

Note:

Do not uninstall Windows updates.

Press the Windows key .
Click the Power icon , press and hold the shift key, and then click Restart.
On the Choose an option screen, click Troubleshoot > Advanced options.
Click Startup SettingsRestart.
Press the 4 key to restart the computer in Safe Mode. Safe Mode is displayed in the four corners of the screen.
Press the Windows key .
Scroll down the Start menu, select Windows System, and then click Control Panel.
Click Programs and Features.
Find the application causing the lockup and note the Installed On date. If another application was installed the same day the issue started, that application might be contributing to the lockup.
Select the application that is causing the lockups, and then click Uninstall or Uninstall/Change.
Follow the on-screen instructions to remove the application.
Continue uninstalling applications until you have removed all the software associated with the lockups.
Restart the computer.

Update the BIOS

BIOS updates can resolve problems related to computer freezes and lockups.

Go to HP Customer Support to see whether a BIOS update is available for your computer.
Type the model name of your computer, and then click Submit; or, let HP detect your product. The software and drivers page for your computer opens.
If a BIOS update is available, follow the instructions on the download page to install the update. For more information, select the appropriate link for your computer:
- For desktop computers, go to HP Consumer Desktop PCs - Updating the BIOS (Basic Input Output System) (Windows) or HP Business Desktop PCs - Updating the BIOS (Basic Input Output System).
- For notebook computers, go to HP Consumer Notebook PCs - Updating the BIOS (Basic Input Output System) (Windows) or HP Business Notebook PCs - Updating the BIOS (Basic Input Output System).

Check and clean air vents to prevent overheating

Dusty or dirty air passages or vents might cause the computer to overheat.

Use compressed air to keep the air passages clean and free of dust and dirt. This increases airflow and reduces heat in the computer. Go to HP Desktop PCs - Reducing Heat Inside the Computer to Prevent Overheating or HP Notebook PCs - Reducing Heat Inside the Laptop to Prevent Overheating.

Restore your computer when Windows cannot start normally

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

Turn off the computer and wait at least 5 seconds.
Turn on the computer and repeatedly press the F11 key, about once every second, until you see the Windows loading screen.
If a language selection screen opens, select the language you want to use to continue.
On the Choose your keyboard layout screen, select the keyboard layout that matches your keyboard type.
On the Choose an option screen, click Troubleshoot.
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.
Click Next.
Select a Restore Point, and then click Next.
Click Finish to restore your computer to a previous point.
Click Yes in the caution that displays.

CAUTION:
Do not interrupt System Restore when it starts.
When System Restore is complete, the computer restarts.

Perform a Windows system reset

If the issue persists, recover the computer back to its original configuration.

Microsoft provides a reset feature that repairs your computer by reinstalling the operating system. Before using this option, make sure you back up all your important files.

Go to HP PCs - Reset the computer for more information.

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