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If Windows stops responding to mouse and keyboard input, nothing moves on the computer display, or the mouse pointer spins continuously, you might be able to resolve the issue.
If the computer is locked up and a blue screen error is displayed, go to HP PCs - Error Messages Display on a Blue Screen (Windows 10).
If lockups occur when the computer wakes from sleep mode, go to HP PCs - Sleep and Hibernate Issues.
If the computer is slow, go to HP PCs - Improving PC performance (Windows).
Performing a hard reset erases all the information that is stored in your computer's temporary memory. This forces Windows to do a complete scan of the system, including the battery. Perform a power reset (or hard reset) of your computer to clear information from the computer memory without erasing personal data.
Turn off the computer.
Disconnect the AC adapter.
Remove any discs from the disc drive.
Remove memory cards from the card reader slot.
Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.
Do not disconnect your mouse, keyboard, or monitor.
With the AC adapter unplugged, press and hold the power button for approximately 15 seconds.
Reconnect the AC adapter, and then turn on the computer.
Open Task Manager, and then close any applications that might be causing the computer to lock up or freeze.
Disconnect all devices from the computer, except for the keyboard, mouse, and monitor, if applicable.
Press the ctrl + shift + esc keys to open Task Manager.
Click More details to expand Task Manager, if necessary.
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.
Select an application that is not responding, and then click End Task.
You could lose any unsaved work. You might be able to recover autosaved versions of files from applications with an autosave feature.
Continue ending applications until all unresponsive applications are removed from the list.
Close Task Manager.
If Windows works normally, the problem is related to an application.
For help with resolving problems with an application, contact the support for the application.
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.
To restart a locked up computer, press and hold the Power button until the computer turns off.
Wait a few seconds, and then press the power button to turn the computer back on.
You might lose any unsaved work. You might be able to recover autosaved versions of files from applications with an autosave feature.
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.
Update your Windows 11 or Windows 10 computer using Windows Update.
For more information, see HP PCs - Updating drivers using Windows Update (Windows 11, 10).
In Windows, search for and open Check for updates.
If there are any available updates, they begin automatically.
To download and install optional updates, use the following instructions for your operating system:
In Windows 11, select Advanced options, select 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.
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.
HP Support Assistant is not available for Windows 10 in S mode. If your computer is running Windows 10 in S mode, use Windows Update to check for updated software and drivers. For more information, see HP PCs - Frequently Asked Questions about Windows in S Mode (Windows 11, Windows 10).
In Windows, search for and open HP Support Assistant, or click the app icon in the taskbar.
Make sure that you are using HP Support Assistant version 8 or later. If this version of the app is not installed on your computer, download the latest version from the HP Support Assistant website.
On the My Dashboard tab, find your computer, and then click Updates.
Wait while HP Support Assistant analyzes the system.
After the analysis completes, select the listed updates, download and install the updates, and then follow any on-screen instructions.
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.
The Extensive Test includes the following:
Disk Read Verify
Video Extended Memory Check
Wireless IRQ Test
Wireless ROM Test
Hard drive short DST check
CPU Stress Test
You cannot use your computer during the test. You can cancel at any time by pressing the esc key.
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.
On the main menu, click Computer Tests.
Click Switch to Extensive Tests on the right side of the screen.
Click Start Extensive Test.
While the test is running, the time remaining and test result for each component is displayed on the screen.
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.
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.
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.
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.
Depending on your settings, you might need to select an account and enter your login information.
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.
Do not interrupt System Restore when it starts.
When System Restore is complete, the computer restarts.
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.