cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
Gorillalover
New member
4 3 0 0
Message 1 of 6
317
Flag Post

Solved!

Brand new-ish laptop is freezing

HP Recommended
HP 14 Laptop PC

My computer keeps randomly freezing, like everything stops working then it goes to a black screen and I have to power it off then back on. I've done a virus scan, nothing showed up. It started happening on the 3rd day I bought the computer and in those three days the only things I've installed were Chrome, Firefox, and Ruffle Flash Emulator. Its been a month and a half since I got this, but recently its been happening more often. I've tried waiting when it crashed before and after the black screen the start up menu popped up, it looked something like thisstartup menu.png

1 ACCEPTED SOLUTION

Accepted Solutions
praveenbv
HP Support Agent
HP Support Agent
7,672 7,670 337 429
Message 6 of 6
Flag Post
HP Recommended

@Gorillalover,

 

We have done the basic troubleshooting as per the document and the notebook needs to checked taking remote access so that get to know it's a hardware or software issue.

 

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

View solution in original post

Was this reply helpful? Yes No
5 REPLIES 5
Gorillalover
Author
New member
4 3 0 0
Message 2 of 6
Flag Post
HP Recommended

my bad if the image isn't showing up, just search up "startup menu hp" and it should be the first result on images

Was this reply helpful? Yes No
praveenbv
HP Support Agent
HP Support Agent
7,672 7,670 337 429
Message 3 of 6
Flag Post
HP Recommended

Hi@Gorillalover, Welcome to the HP Support Community!

 

I understand you have freezing issues with your PC.

 

Don't worry I'll try to help you out.

 

Did you make any hardware or software changes on your PC?

 

Try updating the BIOS and chipset driver on your PC and check if it helps.

 

 

1.Updating the BIOS  & Windows updated

 

You can try updating the drivers using HP support assistant.

 

Refer this article to know more information about using HP support assistant.

 

If the issue still persists after trying out the steps try the steps recommended below.

 

Use the steps in this section to help find the cause of the lockup:

Disconnect all devices to the PC with the exception of keyboard and mouse and/or monitor required for minimal use.

Remove any discs from the CD/DVD drives.

If Windows becomes active again, clean, repair, or replace the disc. Troubleshooting is complete.

If the lockup persists, continue troubleshooting using these steps.

While holding down the Alt key on the keyboard, press the F4 key to close the application.

If Windows becomes active again, the problem is related to an application. Save your work and restart the computer. Remember the name of the application that stopped responding or caused the error. Update or remove applications that continue to lock up. Troubleshooting is complete.

If the lockup persists, continue troubleshooting using these steps.

Press the Ctrl+Shift+Esc keys to open Task Manager.

Review the list of applications under Processes and look for applications that have stopped responding. Make a note of the names of those applications or programs.

Select an application that is not responding, and then click End Task.

A Microsoft Windows error message might appear: Windows Explorer has stopped working. Windows may check to see if there is a solution for the problem or prompt you to close the program. Or, if you see If you can’t see the taskbar and desktop icons, press Windows key and type Explorer….”

If you can’t see the taskbar and desktop icons, press the Windows key and type Explorer in the field, and click OK to restart File Explorer.

Continue clicking End Task for applications that are not responding until all unresponsive applications are removed from the list.

 

Refer this article to further troubleshoot lock up or freezing issues with PC.

 

Hope this helps! Keep me posted.

 

Please click “Accept as 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!

Have a great day! 

Was this reply helpful? Yes No
Gorillalover
Author
New member
4 3 0 0
Message 4 of 6
Flag Post
HP Recommended

I actually ended up reseting my computer, I haven't ran back into the problem yet. I was writing a response to this earlier then wondered if reseting it would fix the problem.  Hopefully this will work, thank you very much!

Was this reply helpful? Yes No
Gorillalover
Author
New member
4 3 0 0
Message 5 of 6
Flag Post
HP Recommended

Also yes, I did all those things before

Was this reply helpful? Yes No
praveenbv
HP Support Agent
HP Support Agent
7,672 7,670 337 429
Message 6 of 6
Flag Post
HP Recommended

@Gorillalover,

 

We have done the basic troubleshooting as per the document and the notebook needs to checked taking remote access so that get to know it's a hardware or software issue.

 

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

Was this reply helpful? Yes No
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation