Laptop screen freezing

[PAPAPEP]

Model 14-dq0055 , sn Edited, Laptop screen keeps freezing up when I am working on it. Moving the mouse back and forth seems to help along with clicking the mouse,  but I should not have to do this. It's a new laptop. Also having trouble accessing my existing files to modify them.

[Max3Aj]

@PAPAPEP, Hello and welcome to the HP Support Community!

Thanks for posting your question. I'm here to help you get things back on track.

I understand you're experiencing screen freezing issues on your HP Laptop 14-dq0055dx, and you're also having trouble accessing and modifying your files. Let's work through this together.

Perform a Hard Reset

This clears temporary memory and can resolve many freezing issues:

• Turn off the laptop.
• Unplug the AC adapter.
• Press and hold the Power button for 15 seconds.
• Reconnect the AC adapter and power on the laptop.

Update Drivers and BIOS

Outdated drivers or BIOS can cause system instability.

• Open HP Support Assistant (or download it here - HP Support Assistant | HP® Support).
• Go to Updates and install all recommended updates, especially for graphics and BIOS.

Run HP Hardware Diagnostics

To rule out hardware issues:

• Turn off the laptop.
• Press Esc repeatedly, then F2 to open diagnostics.
• Run the System Test and Component Tests (especially for memory and hard drive).

Check for Background Apps

Some apps may cause freezing:

• Press Ctrl + Shift + Esc to open Task Manager.
• Look for apps using high CPU or memory.
• Right-click and select End Task for unresponsive apps.

File Access Issues

If you're unable to modify files:

• Ensure you're logged in with an account that has admin privileges.
• Check if the files are read-only or located in a restricted folder.
• Try copying the files to a different location (like Desktop) and editing them there.

Run System File Checker

To repair corrupted system files:

1. Open Command Prompt as Administrator.
2. Type: sfc /scannow and press Enter.
3. Wait for the scan to complete and follow any prompts.

I hope the information shared has been useful and resolves your concern.

Wishing you a smooth and hassle-free experience ahead!

If this solution helped, please click “Accepted Solution” so others can benefit too. Don’t forget to hit the “Yes” button if you found this helpful!

Warm regards,

Max3Aj

HP Support