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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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HP Notebook PCs - Computer game locks up or freezes (Windows)

When playing a game, your computer locks up or freezes, which might indicate an issue with hardware, software, or game system requirements. You might be able to resolve this issue to prevent your computer from locking up or freezing.

Checking the hardware and software requirements for computer games

Computer games have specific hardware and software requirements 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, the issue might be an unreliable internet connection.

Check your internet connection for Windows-compatible games

Make sure that your internet connection is stable and reliable. Slower internet speeds can affect game latency, causing the game to stutter or freeze.

See HP PCs - Improving latency and reducing lag in Windows 10.

If your internet connection is reliable, the issue might be a graphics driver that needs to be updated.

Update the graphics driver in Windows

The graphics driver might be out-of-date. Use Windows Update to find and install updates for your computer.

Note:

HP does not recommend installing drivers from third-party websites, as this can create additional problems. If you choose to install a non-HP driver, make sure to create a Windows System Restore before starting the update. Go to HP PCs - Using Microsoft System Restore for more information.

Make sure that your computer is connected to the internet.
Use either the HP Support Assistant or the HP Support website to find the latest graphic driver for your computer.
- 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.
- Go to the HP Customer Support - Software and Driver Downloads page on the HP website.

If the driver is current and the issue persists, use Task Manager to identify corrupt processes.

Using HP Support Assistant to troubleshoot a performance issue

Use HP Support Assistant to troubleshoot the performance issue.

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.
On the My devices tab, find your computer, click Troubleshooting and fixes > Performance Tune-up check.
Wait while HP Support Assistant works, and then close the tool when it finishes.

For more information on troubleshooting performance issues, see HP PCs - Improving PC Performance (Windows 10).

If the issue persists, you might need to change your video display settings.

Change the video display settings to match game requirements

To troubleshoot game lock-ups or freezing, change the video display settings to match the minimum display requirements for the game.

Right-click an open space of the Windows desktop (not on an icon), and then click Display settings.
Change the resolution to match the game’s recommended display settings. Recommended display settings can be found using an online search.
Click OK to accept the change.
If prompted, accept the new settings. The display reverts to the prior settings if the changes are not accepted.
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, see .

If the issue persists, try to update the game software.

Updating 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 is 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 website of the game developer to check for updates, patches, and other support information.

If the issue persists, try to uninstall and reinstall the video card driver.

Uninstalling the video card driver

Uninstall and then reinstall the video card driver to clear any internal errors.

In Windows, search for and open Device Manager.
In Device Manager, double-click Display Adapters and the right-click the display adapter.
Select Uninstall device.
Click the Delete the driver software for this device check box, and then click OK or Uninstall.
Restart the computer to automatically reinstall the driver.

If the issue persists, update the BIOS.

HP Consumer Notebook PCs - Updating the BIOS (Basic Input Output System) (Windows)

Download and install updates to the computer Basic Input Output System (BIOS). This process is also known as 'flashing the BIOS'. Updating the BIOS is recommended as standard maintenance of the computer. It can also help to improve computer performance, provide support for hardware components or Windows upgrades, or install specific BIOS updates.

CAUTION:

Only install BIOS updates from HP. Installing the BIOS incorrectly can prevent the computer from starting or being recovered. If your computer is managed by an IT service, contact them for the correct update process.

For business computers such as ProBook, EliteBook, and ZBook models, your company IT department or local IT service might manage BIOS settings. Confirm that the updated BIOS version is compatible with your company's deployment environment.

Updating the BIOS automatically using Device Manager in Windows

To automatically update the system firmware (BIOS) to version F.03 (or later) using Device Manager, follow the steps in this section.

Search for and open Device Manager.
Expand Firmware.
Double-click System Firmware.
Select the Driver tab.
Click Update Driver.
Click Search automatically for updated driver.
Wait for the update to download and then follow the on-screen instructions.

Update the PC with HP Support Assistant

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

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.
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.

Updating the BIOS manually from within Windows

Install a BIOS update when Windows opens and you have internet access.

Gathering the required information about your computer BIOS

To find the correct BIOS update, get the computer product name and number, motherboard ID, BIOS version, and processor name.

Using the notebook keyboard, press the fn and esc keys to open the HP System Information utility.
- In Windows 10, you might need to download HP System Information from the Windows store.
- If the key press combination does not work, go to Find product and serial numbers for HP PCs, printers, and accessories for more information on obtaining product information.
Write down the Product name, Product number, Motherboard ID, BIOS version, and Processor name.

Preparing your computer for the BIOS update

To prevent possible problems, close any open applications, and temporarily disable antivirus software and BitLocker before updating the BIOS.

Make sure the power cord is connected to the notebook. Keep it connected during the BIOS update process.
Close any open applications.
Temporarily disable your antivirus software. In Windows, search for and open Security and Maintenance settings, and then click Security to access virus protection settings.
Temporarily disable BitLocker drive encryption. In Windows, search for and open Manage Bitlocker. Click Suspend protection, and then click Yes. Be prepared and have the BitLocker recovery key available.

CAUTION:
If BitLocker is not disabled, the next time you restart the computer the BitLocker key might not be recognized. If you do not know the BitLocker recovery key, you might lose data or need to reinstall Windows.

Installing the BIOS update

Download and install a BIOS update from the HP website.

Go to the HP Software and Driver Downloads page.
Navigate to the product page for your computer.
Select BIOS from the list that displays, and then review any available BIOS updates.

CAUTION:
Read the Details section to confirm that the BIOS update is more recent then the one installed and that it applies to your computer. Installing the wrong BIOS could cause your computer to stop working.
- If you do not see a BIOS update listed for your computer, no update is currently available.
- If there are multiple BIOS updates available, identify the motherboard installed on your computer using the information from the System Information utility.
- If you find a BIOS update, click Download. If HP Download and Install Assistant displays, select Download only, and then click Next. Click Save to save the BIOS update file on your computer.
Browse to the folder or desktop where you saved the downloaded BIOS update file, and then double-click the file name (example: sp12345) to start the installation.

The computer might beep, turn off and on the display or cooling fans, or display a blinking power light. This is normal.

CAUTION:
Do not turn off or restart the computer until the update process completes.
Click Yes on the User Account Control screen.
On the InstallShield Wizard window, click Next.
Select I accept the terms in the license agreement, and then click Next.
On the HP BIOS Update and Recovery window, click Next.

Note:
Windows that display during the update process might vary depending on your computer.
Select Update, and then click Next to prepare the update.
Click Restart Now to install the update.
On the HP BIOS Update screen, click Apply Update Now, or wait for the update to start automatically.
Wait while the BIOS update installs. The computer displays the installation progress.
When prompted, click Continue Startup, or wait for the computer to restart automatically. It might take a few minutes for the computer to restart.
When the lock screen displays, sign in to your computer.
If Bitlocker was suspended, search Windows for bitlocker, and then click Resume Protection.
Re-enable your antivirus software.

Updating the BIOS manually from a USB flash drive (outside of Windows)

If Windows does not open, use a second working computer with Internet access to download the BIOS update. Copy the update file to a USB flash drive and install it on the original computer.

CAUTION:

If BitLocker protection is enabled on your computer, the BitLocker recovery key is required to start your computer after the BIOS update. Windows might need to be reinstalled if you do not have the key or the key is not recognized after the update.

Getting the computer BIOS information when Windows won't start

To find the correct BIOS update, obtain the original computer’s product name and number, system board ID, processor type, and BIOS version number.

Note:

Your BIOS utility might look different, but the steps are the same.

Turn on the original computer with the issue, and then immediately press the Esc key repeatedly until the Startup Menu opens.
Press the f10 key to open BIOS Setup. The Main tab displays system information.
Write down the Product Name, Product Number, System Board ID, Processor Type, and BIOS Version number.
Press the f10 key to exit the BIOS, and then turn off the computer.

Set up the BIOS update on a USB flash drive

Use a second computer with internet access to create a BIOS recovery USB flash drive.

Insert a blank USB flash drive into an available port on the second computer.
Go to the HP Software and Driver Downloads page.
Navigate to the product page for your computer.
Select BIOS from the list that displays, and then review any available BIOS updates.

CAUTION:
Read the Details section to confirm that it applies to the computer. Installing the wrong BIOS could cause the computer to stop working.
- If you do not see a BIOS update listed for your computer, no update is currently available.
- If there are multiple BIOS updates available, identify the motherboard or system board installed on your computer using the information from the System Information utility.
- If you find a BIOS update, click Download. If HP Download and Install Assistant displays, select Download only, and then click Next. Click Save to save the BIOS update file on your computer.
Browse to the folder or desktop where you saved the downloaded BIOS update file, and then double-click the file name (example: sp12345) to start the installation.

The computer might beep, turn off and on the display or cooling fans, or display a blinking power light. This is normal.

CAUTION:
Do not turn off or restart the computer until the update process completes.
Click Yes on the User Account Control screen.
On the InstallShield Wizard window, click Next.
Select I accept the terms in the license agreement, and then click Next.
If a Location to Save Files window displays, click Next.
In the HP BIOS Update and Recovery window, click Next.

Note:
Windows that display during the update process might vary depending on your computer.
Select Create Recovery USB flash drive, and then click Next.
Select your USB flash drive, and then click Next.
Wait while the BIOS files copy to the USB flash drive.
When the message The recovery flash drive was created successfully displays, click Finish.
If necessary, click Cancel to close the update utility.
Remove the flash drive from the computer.

Update the BIOS with a USB flash drive

Use the Hardware Diagnostics UEFI on the original computer to update the BIOS.

Turn on the original computer, and then immediately press the esc key repeatedly, about once every second, until the Startup Menu opens.
Press the f2 key to open the Hardware Diagnostics UEFI menu.
Make sure that the power cord is connected to the notebook. Keep it connected during the BIOS update process.
Insert the USB flash drive that contains the BIOS update into an available USB port on the notebook.
Click Firmware Management or BIOS Management.
Click BIOS Update.
Click Select BIOS Image to Apply.
Click HP_TOOLS-USB Drive.
Click Hewlett-Packard.
Click BIOS.
Click Current.
Select the BIOS update file that matches the System Board or Motherboard ID. The ID has a "0" before the board ID (Example: 02291.bin).
Click Apply Update Now. Type the administrator password if prompted.
Wait while the BIOS update installs.

CAUTION:
Do not turn off or restart the computer until the update process completes.
When prompted, click Restart System, or wait for the computer to restart automatically. It might take a few minutes for the computer to restart.

Note:
If the update fails, a failure screen displays with additional information. The system might run an automatic BIOS recovery after restarting. Do not attempt to turn off the computer if this happens.
When the lock screen displays, sign in to your computer.