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  1. Joined : Mar 2016
    Posts : 42
    Windows 10
       18 Mar 2016 #1

    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?
      My System SpecsSystem Spec


  2. Joined : Jun 2015
    N.Y.
    Posts : 3,005
    Windows 10 Pro 64 bit
       18 Mar 2016 #2

    Can be a software or system driver, maybe recently updated. Can you try safe mode and see if it occurs there. Safe Mode - Start Windows 10 in


    http://www.computerhope.com/issues/ch000690.htm
    Last edited by jds63; 18 Mar 2016 at 19:24.
      My System SpecsSystem Spec


  3. Joined : Mar 2016
    Posts : 42
    Windows 10
       18 Mar 2016 #3

    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.
      My System SpecsSystem Spec


  4. Joined : Jun 2015
    N.Y.
    Posts : 3,005
    Windows 10 Pro 64 bit
       18 Mar 2016 #4

    BigBear said: View Post
    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.
      My System SpecsSystem Spec


  5. Joined : Mar 2016
    Posts : 42
    Windows 10
       18 Mar 2016 #5

    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.
      My System SpecsSystem Spec


  6. Joined : Mar 2016
    Posts : 42
    Windows 10
       19 Mar 2016 #6

    jds63 said: View Post
    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.
      My System SpecsSystem Spec


  7. Joined : Mar 2016
    Posts : 42
    Windows 10
       19 Mar 2016 #7

    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?
      My System SpecsSystem Spec


  8. Joined : Jun 2015
    N.Y.
    Posts : 3,005
    Windows 10 Pro 64 bit
       19 Mar 2016 #8

    BigBear said: View Post
    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.
      My System SpecsSystem Spec


  9. Joined : Jun 2015
    N.Y.
    Posts : 3,005
    Windows 10 Pro 64 bit
       19 Mar 2016 #9

    BigBear said: View Post
    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.
      My System SpecsSystem Spec


  10. Joined : Jun 2015
    N.Y.
    Posts : 3,005
    Windows 10 Pro 64 bit
       19 Mar 2016 #10

    BigBear said: View Post
    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?
    Seems you have an Intel integrated Display Adapter. Looking under Display Adapter in Device Manager for this. You have an integrated Sound Device Realtek, which would show under Sound, Video and Game Controllers.

    Here are some of the important system drivers you may need updated. Did you have some kind of HP Assistant Software that checks for updated drivers and downloads them for you, what you mentioned before ?

    Click image for larger version. 

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    The one for Driver Storage Intel Rapid Storage Technology Driver, the SATA setting for this in the BIOS should then be set to AHCI mode, most likely is already but if you are not sure skip this one for now i will help you more.

    Also in Driver Storage there are 2 Card Reader drivers i do not know which one your system has to download it and install, it does not show in system specs.

    Drivers for Network list a 3 different Wireless Lan drivers and one Ethernet Lan, as i am not sure yet which one. Also listed here are Bluetooth device drivers. Check in Device Manager under Network Adapter right click and select properties give me the information there and if you see wireless network.

    Some of your issues with freezing can be due to memory, ever check amount of items starting up in task manager's startup tab, try to eliminate startups. Even looking at the Process tab and Performance Tab shows you usage for even the CPU.

    One thing about this system i do not like is it's Power Supply only 65W to be so little.
    Click image for larger version. 

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    Last edited by jds63; 19 Mar 2016 at 16:14.
      My System SpecsSystem Spec


 
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