Symptoms

Table of Contents Unplug devices from the computerSearch for Error CodesRun a Computer DiagnosticRun Routine System MaintenanceUpdate Drivers and BIOSCheck Safe Mode for symptomsUpdate WindowsUninstall, Reinstall, and Update SoftwareLook for Multiple Anti-virus ProgramsCheck for MalwareCheck Air VentsThe computer does not resume from sleep or hibernate modeUse System RestoreFactory Restore or Reinstall Microsoft Windows How to Fix System Freeze Watch this YouTube video to learn how to fix system freeze issue in Windows 10. Duration: 00:02:41 (hh:mm:ss)Closed captions: English only

Cause

If your computer suddenly stops responding while in Windows, you may be experiencing a computer lock up issue. Lock ups can look like many things. To note a few: Frozen or stuck screenBlack screen or blue screenAn unplanned reboot of WindowsAn error message that does not allow Windows to continue working For computer lock ups, there are steps you can take to attempt to discover the root cause. NOTE: If the issue recently started, note any recent hardware or software changes before beginning troubleshooting, as reversing those recent changes may quickly identify the issue.

Resolution

Unplug devices from the computer A piece of hardware may be causing the lockup. Try unplugging all devices from your computer, including: PrintersScannersMedia Card ReadersSmall Media cradles (iPod, PDA, MP3 player, so forth)Digital Cameras and Video RecordersUSB storage devicesCDs or DVDs from all optical drivesDocking station or port replicator The only devices that you should leave attached to your computer are your monitor, mouse, and keyboard, if the computer is a desktop. Once this is completed, unplug the computer from the wall, remove the laptop battery (if applicable) and hold the power button down for approximately 15 seconds. Then plug wall power back into the computer and attempt to restart. If the mouse or keyboard is causing the lockup, go to the Dell Support Library page for Mouse, Keyboard, and Touchpad. If you are unable to identify the issue by reverting recent changes or unplugging devices, you can troubleshoot using the steps that are listed below. Back to top Search for Windows Error Codes Windows may display an error code that is associated with the shutdown, restart, lockup, or error. Use the search engine of your choice to look for your specific issue as Microsoft has detailed information for each: Search Dell | Search Microsoft | Search Google | Search Bing For general information about types of error codes, see the Dell Knowledge Base article, Error Codes on Dell Commercial and Consumer products. How to Fix Blue Screens in Windows 10 Watch this YouTube video to learn how to fix blue screen or STOP errors in Windows 10. Duration: 00:02:59 (hh:mm:ss)Closed captions: English only Back to top Run a Computer Diagnostic To determine if your computer is experiencing a hardware problem, run the Dell Preboot System Assessment (PSA) Diagnostics. For information about how to run Diagnostics, and to determine the issue, see How to Run a Preboot Diagnostic Test on a Dell Computer. If onboard diagnostics and other troubleshooting have not identified the root cause, consider running the Quick Test or Full Scan at Dell personal computer Diagnostics. You can Run a Quick Test using SupportAssist. Back to top Run Routine System Maintenance Be sure to regularly run maintenance tasks on your computer to keep it at peak performance. Windows 11 and Windows 10 have integrated computer maintenance and performance tasks, and no action is needed.For Windows 8, type maintenance at the Start Screen, then select Perform recommended maintenance tasks automatically.You can also use the System File Checker to verify the computer files and folders on your computer. To learn more about System File Checker, see How to Run System File Checker in Microsoft Windows Back to top Update Drivers and BIOS Often, outdated drivers or BIOS settings cause lockups. Be sure to regularly update your drivers to take full advantage of your hardware and software. You should update your drivers and BIOS in the following order: BIOSChipset driverVideo driverAudio driverNetwork driverOther drivers Try updating each of these drivers individually and then retest the computer to see if the problem continues. Learn How to Download and Install Dell Drivers. Back to top Check Safe Mode for Symptoms Safe mode prevents non-essential applications and drivers from loading. This allows us to eliminate the software as a possible root cause of the lockups or stops responding. NOTE: When using safe mode, the video resolution is 800 x 600 and may make your icons, and text appear larger than normal. Also, your desktop background is not shown in this mode. These are normal behaviors and do not require troubleshooting to repair, as they return to normal when you log back into regular mode. NOTE: When you log in to Safe Mode, your anti-virus program is disabled. Use caution when connected to a network or the Internet while your anti-virus is disabled. For instructions on booting into Safe Mode, see the relevant link for your operating system: Windows 11 and Windows 10 Open applications and test the computer in safe mode. If the symptoms exist in safe mode, continue the troubleshooting steps in this article. If the symptoms do not exist in safe mode, the issue is likely related to a driver or software. Back to top Update Windows Be sure that your computer is running with the latest updates for Windows. To check for updates, Click Start, then Settings, then Update & Security. Then click Check for updates. Allow all updates to install and allow the computer to reboot as necessary. If you have issues with Windows Update, see How to Use the Windows Update Troubleshooter to Identify and Repair Windows Update Issues Back to top Uninstall, Reinstall, and Update Software If your computer is locking up or stopping responding while using a particular application, try uninstalling the application completely from the computer. Then reinstall it and browse to the software vendor's website to update the software to the latest version. NOTE: Notice: Before uninstalling any application, be sure to back up any critical data. Also, be sure you have the required media and product key to reinstall the software. If you are in doubt, check with the software vendor before uninstalling. Back to top Look for Multiple Anti-virus Programs The use of multiple anti-virus software programs may cause your computer to lock up. Anti-virus programs come preinstalled on most Dell Computers, so customers sometimes install other anti-virus programs without realizing that there is already one installed. If you decide to install an alternate anti-virus software, you must first uninstall any other anti-virus programs that may be running on your computer. Choose only one anti-virus program and reinstall it. It is not recommended to have more than one anti-virus software program installed on your computer. Multiple anti-spyware packages that do not have an AV component do not conflict and can remain on the computer. Back to top Check for Malware Malware (virus, spyware, or other malicious software) can cause a Windows computer to lock up or appear to stop responding. To check for malware and to ensure that your computer's security software is current, see Protect Your Computer or Remove Malware in Microsoft WindowsFor anything virus, malware, and security related we recommend the content and videos on our Security and Antivirus page on the Dell Support Site. Back to top Check Air Vents Blocked air vents can cause performance issues, as the computer may not be receiving the proper airflow and the processor may overheat. The processor slows itself down and its performance decreases can be interpreted as a lock-up, this is done to protect itself from overheating. To ensure that this is not the root cause of the lock-up issue, perform the following steps: Check the vents on the computer to see if they are covered with dust and not allowing heat and air to pass through. See the example that is shown in Figure 1 for a laptop vent and the example that is shown in Figure 2 for a desktop vent. Figure 1: Vent on the bottom of the Laptop with dust. Figure 2: Vent on the front of a desktop with dust.Turn off the System.Remove all power sources: Unplug the AC Adapter and Remove the Battery or Unplug the Desktop Power Cord.Use a compressed air to blow the dust out of the vents. Be sure to hold the can at an upright (near 90-degree angle) and hold it 15-20 centimeters (6-8 inches) away from the target. NOTE: Do not use your mouth to blow the dust out of a laptop. The moisture from your mouth can cause permanent damage. When using a can of compressed air, use according to the directions on the side of the can. You can damage the computer if compressed air is used incorrectly. Back to top The computer does not resume from sleep or hibernate mode If your computer does not wake from sleep or hibernate, see Computer Does Not Wake Up or Resume from Suspend / Hibernate Mode. Back to top Use System Restore Microsoft Windows contains a feature that is known as System Restore to roll back changes to the computer based on restore points that Windows commonly schedules. For more information about this feature, see How to Use System Restore in Microsoft Windows. Back to top Factory Restore or Reinstall Microsoft Windows If the troubleshooting steps above have not resolved the problem, there is likely an underlying issue with the operating system. Use SupportAssist OS Recovery to reinstall Windows on your computer. Restore your Computer Using SupportAssist OS Recovery Back to top

Support Cases