Computer Keeps Crashing

[sgray2008]

When I am watching youtube (mainly) my computer will freeze and the screen will go black. I will have to push the power button to turn it off. It will sometimes do it on other sites, like on google. Sometimes it will freeze in the middle of a video and make a loud racket through the speakers and then start playing again. I do not get a blue screen of death. I have done a disk defrag and a disk clean up. It didnt help. If I have to do a system restore will I loose me microsoft office programs and everything else? I love this computer and dont have money to take it into a shop. I would like to know how I would get my product key for my microsoft office, I do not have the original email or the CD to my office.  

[Jeet_singh]

Hi @sgray2008,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand your HP Laptop keeps crashing. Don't worry I'll be really glad to help you with this.

To provide you with an accurate solution, I'll need a few more details: 

When does the computer crash? is it as soon as it's powered on?

Does it boot into windows before it crashes?

Do you get any blue screen error messages?

Let's start with performing a hard reset on the PC to release any excessive static/power that could have cause the issue.

Turn off the computer.

Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.

Unplug the AC adapter from the computer.

Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory.

Press the Power button to turn on the computer.

If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key.

If the issue persists, I would suggest here to Perform Bios Defaults:

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.

If the computer restarts normally and the error message does not display, you are done. If the error message displays, proceed to the next step.

Second, I would suggest here is to update the Bios on your computer, from our HP support website, using this link: https://support.hp.com/us-en/drivers

Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics: 1) Shutdown the computer. 2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears. 3) Press F2 once for System Diagnostics. 4) Go to Component test. 5) Run extensive Memory and Hard Drive test.

Depending on the test results, If the test passes then I would suggest you perform a complete system recovery. 

Note: Recovery will wipe off everything from the computer. If you have anything important get in touch with some local stores to get your data backed up.

Click here to know: How to perform each step.

For more details, you can try these documents as well.

Computer Is Slow (Windows 10)

(though the header is different, the steps should help resolve the issue).

I hope this helps. Let me know if you require any further assistance.

If you are able to reach some resolution, please click on Accept Solution to help others with similar issues.
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Regards,