Laptop freezing

[08charlie]

I brought my nephew a hp laptop small one, I brought it 22 October from Amazon and the home page keeps freezing and locks and be cant do anything at all please help not happy at all 

[Echo_Lake]

@08charlie
Welcome to HP Forums,

This is a great place to get support, find answers and tips,
Thank you for posting your query, I'll be more than glad to help you out 🙂

I see HP stream 11 notebook pc is not responding correctly. Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824 (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...)
• When was the last time it worked fine?
• Did this happen after a recent window or software update?
• Was there any error message or code before computer stopped responding?

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

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

1. Disconnect all devices from the PC except for the keyboard and mouse and/or monitor required for minimal use.

2. 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.

1. While holding down the Alt key, 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.

2. In Windows, search for and open Task Manager.

3. Review the list of applications and processes under Processes to locate any that are not responding. Make a note of the names of those applications or processes that are not responding.

   NOTE: Some applications or processes might display a Green Leaf icon  in the Status column. These applications or processes are currently suspended by the system to help increase computer performance. They do not need to be turned off.

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

5. Continue clicking End Task for additional applications or processes that are not responding until all are removed from the list.

6. Without closing Task Manager, click a window outside of Task Manager.

   If Windows becomes active again, the problem is related to software. Save your work and restart the computer.

   • Applications: Remember the names of the applications that stopped responding. Update or remove applications that continue to cause lockups, and then skip to the step to Uninstall software to fix lockup or freeze problems.

   • Processes: Remember the process names that stopped responding. If Windows continues to lock up, update or remove applications that are associated with the process names.

​​​​​​​Hope this helps! Keep me posted for further assistance.

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