Windows 10 freezes up and I have to reboot

I have a brand new computer. It came with Win 8.1 and I accepted the Windows 10 free upgrade. Have had this HP computer now for 11 days and it has froze up exactly 4 times. When it freezes I cannot do anything- ctr+alt+delete does not work, and the esc key does not work. I have to unplug the computer for a minute then plug it again and reboot. So far I am not able to decipher what is causing the problem. Everything else is working great. Can anyone tell me how to pinpoint what is causing the freezing?

I booted my computer in "safe mode" but I do not know what to do while here.

Since I first posted this message this evening my pc froze up again. I have noticed that it froze twice upon using Open Office. I have been using this program for many months now with no problem. I don't know why it would all of a sudden be a problem on this new computer... if perhaps it is the problem.

BigBear said:

I booted my computer in "safe mode" but I do not know what to do while here.

Since I first posted this message this evening my pc froze up again. I have noticed that it froze twice upon using Open Office. I have been using this program for many months now with no problem. I don't know why it would all of a sudden be a problem on this new computer... if perhaps it is the problem.

Safe mode is to determine if a driver or running process maybe causing this issue, this makes OS use basic drivers and eliminates most processes except microsoft . You said 4 times in 11 days, this does not sound constant but intermittently which does make it hard to narrow down. You just mentioned using open office made this occur and you first stated everything else works great. Works great how, all other programs only certain ones ?

Have you updated all important system drivers for Windows 10 from HP's site for your model PC ? Also Video card. http://support.hp.com/hk-en/drivers/...A0AQC11TA930C7

Have you been receiving updates from Windows update ? 2nd Link i gave you in post # 2 tells you possible causes as you can see there are many reasons for this issue. Look to see if Open Office has any updates for Windows 10.

Yes, I read down through that page that told all the possible reasons for pc freezing. My computer is setup for automatic updates for both Windows and HP. I did already look at all of that earlier in the day, and clicked on 'update' anyway but everything was already up to date. Have already been to the HP website for my pc too.

Going into "troubleshoot" and safe mode has somewhere caused me to lose all of my personal files. I could just cry. Nowhere did I ever specify to delete my personal files but my computer did it to me anyway. I was up late a couple of days ago downloading a bunch of files that I lost with my computer that died on me before I bought the HP. Now I have to try to get those files again and they may not even be available.

Open Office on my computer was also fully up to date. There is nothing on the Open Office website about being compatible with Windows 10, and I have found no one complaining of issues about it either so I have no idea what is going on with that. Tonight I am, however, trying another program to see if the problem subsides.

My pc froze up twice today so that makes 5 times in 11 days.

jds63 said:

Safe mode is to determine if a driver or running process maybe causing this issue, this makes OS use basic drivers and eliminates most processes except microsoft . You said 4 times in 11 days, this does not sound constant but intermittently which does make it hard to narrow down. You just mentioned using open office made this occur and you first stated everything else works great. Works great how, all other programs only certain ones ?

Have you updated all important system drivers for Windows 10 from HP's site for your model PC ? Also Video card. http://support.hp.com/hk-en/drivers/...A0AQC11TA930C7

Have you been receiving updates from Windows update ? 2nd Link i gave you in post # 2 tells you possible causes as you can see there are many reasons for this issue. Look to see if Open Office has any updates for Windows 10.

This morning I went back to this HP website to check for updates. I am now getting an error message.

HP encountered an error while trying to scan your product.

Please verify your product is powered on and connected, then try again in a few minutes.
Or, view all available drivers for your product below.

I attempted to install the NVIDIA video driver and received a message that it was not compatible with my computer. When I look at the "Device Manager" on my pc there is only a audio driver appearing under "Sound, Video, and Game Controllers."

Is my computer missing something?

BigBear said:

Yes, I read down through that page that told all the possible reasons for pc freezing. My computer is setup for automatic updates for both Windows and HP. I did already look at all of that earlier in the day, and clicked on 'update' anyway but everything was already up to date. Have already been to the HP website for my pc too.

Going into "troubleshoot" and safe mode has somewhere caused me to lose all of my personal files. I could just cry. Nowhere did I ever specify to delete my personal files but my computer did it to me anyway. I was up late a couple of days ago downloading a bunch of files that I lost with my computer that died on me before I bought the HP. Now I have to try to get those files again and they may not even be available.

Open Office on my computer was also fully up to date. There is nothing on the Open Office website about being compatible with Windows 10, and I have found no one complaining of issues about it either so I have no idea what is going on with that. Tonight I am, however, trying another program to see if the problem subsides.

My pc froze up twice today so that makes 5 times in 11 days.

What did you mean exactly setup for automatic updates for HP ? Not sure i understand how going to Safe Mode made you loose files or which troubleshoot did you mean, then go on saying about lose of these files from a PC that you had in the past that died ?

What do you use for a Security which Anti-Virus ? Ever run a full system scan to rule out infection on this PC ? Malwarebytes free is also good to run. Open Office might be freezing for the same reasons the PC does, but outdated software can cause you issues and this is the reason i said make sure it is up to date, the latest updates.

As said before without running it for good amount of time in safe mode you can not determine if it can be software, Non Microsoft running process or drivers. If it does not lock up then it is these types of issues, if it freezes then it can be hardware related or overheating issues.

BigBear said:

This morning I went back to this HP website to check for updates. I am now getting an error message.

You do not need to run this to detect your PC since you know the model and serial number.Just failed connecting to scan your PC through your Modem.