The screen of my pc keeps freezing

[claudiaportome]

I need help. The screen in my HP Pavilion keeps freezing. Usually when im using word, the screen stops moving, keeping a froze image, and it doesnt anwser to the mouse or keyboard. It only works if I turn it off.  I checked the hardware and everything seems to be okay, I dont know what could be the problem. 

[Deep_World]

Hi @claudiaportome,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I’m sorry you’re going through this; I understand the concern and don’t worry I’ll help you with this. 

To better understand the issue, could you please provide a few more details?

To understand the problem better, could you tell me a bit more about the situations when it freezes?

• Does it only happen when using Microsoft Word, or in other apps as well?
• When the screen freezes, do you hear the fans ramp up or notice the laptop getting hot?
• Are you able to move the mouse at all, or is everything completely unresponsive?
• Have you noticed any error messages after restarting?
• Do you know if your Windows and drivers are fully up to date?

Here are a few troubleshooting steps you can try in the meantime:

1. Update graphics drivers: Go to Device Manager → Display adapters and uninstall and restart the computer. You can also check HP’s support website for the latest drivers for your Pavilion model.
2. Disable add-ins in Word: Faulty Office add-ins can cause freezes. Try starting Word in Safe Mode (press Ctrl while opening Word), then disable add-ins.
3. Check for overheating: Make sure the vents aren’t blocked and try using the laptop on a hard surface. Overheating can cause sudden freezes.
4. Run HP Hardware Diagnostics (especially memory and system tests): Even if initial checks seemed fine, the extended tests can sometimes detect issues the quick tests miss.
5. Perform a clean boot of Windows: This helps determine if another program or service is causing the freeze.
6. Check external monitor. 
7. Updating the BIOS to latest version : You can update the HP BIOS via Windows optional updates by going to Settings > Windows Update > Advanced options > Optional updates, and checking for the BIOS update there

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

[claudiaportome]

Hello!

Thank you for caring so much about my problem! 

I'll describe my problem in detail. It doesn't necessarily happen when I'm using Word; sometimes it also freezes when I'm browsing Google, or when I have the screen split between two tabs. When it freezes, it doesn't make any strange noises or get particularly hot; it simply doesn't respond at all to mouse movement or keyboard input. Regarding your solutions, I've already updated Windows, run several hardware diagnostics, and checked the monitor and fans. Even so, it still happens occasionally.

I don't know what else I can do. Please help!

Thank you so much for your time.

[Deep_World]

Hi @claudiaportome,

Thanks for your repsonse . 

When the freeze happens, does the screen stay exactly as it was, or does it turn black/white/striped?

Do you ever see a blue screen (BSOD) before it freezes, even briefly?

Roughly how often does it happen — once a day, once a week, or completely random?

Is your laptop using an HDD or SSD? (Freezing is much more common on aging HDDs.)

Have you noticed whether it happens more often when the laptop is on battery vs. plugged in?

 There are a few deeper troubleshooting steps worth trying next. These go beyond the basics you’ve already done:

1. Check for driver issues (especially graphics drivers)

Even if Windows is updated, drivers can still misbehave.

• Open Device Manager
• Expand Display adapters
• Right‑click your graphics driver → Update driver
• Also check System devices for anything with a yellow warning icon

2. Run a System File Check + DISM repair

These commands repair deeper Windows corruption that normal diagnostics don’t catch.

1. Open Command Prompt (Admin)
2. Run:

sfc /scannow 

3. Try a clean boot

This helps identify whether a background app is causing the freeze.

• Press Win + R → type msconfig
• Go to Services → check Hide all Microsoft services → click Disable all
• Go to Startup → open Task Manager → disable all startup apps
• Restart
  
  
  Regards
  Deep_World