Laptop suddenly won't load anything...please help?

[Laura34]

A few hours ago the laptop was working fine but suddenly chrome is crashing, Internet explorer won't load and Spotify says it is offline. I know
The wifi is working fine though as my phone works while connected to it. What is going on..?

[DavidSMP]

Hi @Laura34,

Good Day! Thanks for reaching out! 🙂 Hope you are doing well. 🙂  I understand that you need assistance regarding issues with your notebook as programs seem to crash. I’ll be delighted to assist you. 🙂

You are a valued HP customer and we appreciate you greatly for doing business with HP. 🙂 I have reviewed the situation and it is paramount that we address your issue. Thank you for giving us the privilege to assist you on this platform.:)

Kudos to you for diagnosing the issue well. Awesome job.:)

I would require more information regarding this to assist you better.

• Did any software or windows update cause this to happen?
• Do you get any error messages?
• Have you tried opening apps other than browsers like Internet explorer and Chrome?

For now please try these steps.

• Please power down the computer.
• Then perform a hard reset from this link: http://support.hp.com/us-en/document/c01684768
• Then please restart the computer and check if the issue gets resolved. If it gets resolved, great, otherwise please visit this link to perform a system restore to an earlier time before this issue started. Link for system restore: http://support.hp.com/us-en/document/c03327545

Please follow the option “Restore your computer when Windows starts normally” and check. If this does not work please follow the option “Restore your computer when Windows cannot start normally” and perform all the steps in it.

Hope this helps.  Let me know how this pans out. I genuinely hope the issue gets resolved without hassles and the unit works great.  🙂  Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂