Microsoft Word and Excel keep freezing up on my relatively new desktop.

[Erica_Fann]

I purchased a new HP desktop about 4 months ago, purchased Microsoft package so I could have Word and Excel. Everything had been working fine, then this past week, each time I try to pull a document in either Word or Excel to print, it freezes up. I tried to reset the desktop to factory settings, and that just ran a circle for as long as it would, even implementing the reset and going to bed, only to wake up today to see it was still on 1%. I have sent the issues to Microsoft, and they have not responded. I feel like maybe an automatic update has tripped up my Microsoft account. I am scared that if i do a complete reset and wipe my computer clean, that I may have to repurchase the Microsoft package. I had another computer which the screen got broken and I just purchased a new one, thinking that my Microsoft Word and Excel could be transferred to the new computer, but I had to repurchase it, when I had purchased the package just less than a year ago. They kill me with requiring a new purchase each time you get a new device. I need to print an invoice and have done nothing differently since the last time, a week or two, and there shouldn't be a problem created by anything I have done. I haven't really started working on the new computer yet, but will be needing it this week, and now I am having issues with Word and Excel freezing up. I have tried to just type a new spreadsheet on Excel, then print, and it would freeze up. Then I tried to create the invoice in Word, adding tables and just typing in the totals, and again, when I tried to print, it would freeze up. Each time I have clicked on the features to send the problem to Microsoft for assistance but have not heard back from them and not sure what I need to do to get this issue resolved without having to purchase the Microsoft package again if I wipe my computer clean. 

Is anyone else having this issue? I feel like it might be a bad update that has triggered it. Any suggestions?

[Irfan_06]

Hi @Erica_Fann,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with Microsoft office applications freezing.

Follow the below steps to fix the issue.

A) Perform a power drain on your PC.

1) Unplug the power cord from the PC & wall.

2) Disconnect the power cable from the AC adapter if it is a detachable part and keep it aside.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the AC adapter, then connect it to the wall and to the charging port on your PC.

5) Power on the PC and check if it boots into Windows now.

B) Install all the pending updates for the Windows operating system following the below steps.

go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

C) Update the BIOS for your PC by clicking on the link.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

 Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support