If your computer hangs, freezes, or becomes unresponsive, try these troubleshooting steps to resolve the issue. First, let's run EPSA diagnostics. Before you begin, make sure to keep your computer connected to the power source throughout the entire process. Restart your computer and at the Dell logo screen, repeatedly press the F12 key to enter the one-time boot menu. Using the keyboard arrow keys, go to diagnostics and press enter. Follow the on-screen instructions to complete the diagnostics. If you receive an error code, make a note of it and contact us via one of the options on our support website.
If you do not receive an error, let's update drivers with SupportAssist. Once again, keep your computer connected to its power source during this process. Click on the Windows start button to search for and open SupportAssist. In the home tab, click on update software and press start. Wait for SupportAssist to search for outdated drivers. Click on view updates and then install. Wait for SupportAssist to download and install the pending drivers. Your computer will require a restart to finish the process and will boot into Windows when finished.
Next, let's update BIOS. Open a web browser and go to Dell.com/Support. Identify your system automatically or by typing the service tag into the search bar. Select drivers and downloads, and then click on select drivers. Choose your operating system accordingly and set the category as BIOS. Scroll down, check the box next to the BIOS driver, and click on selected for download. On the driver details page, scroll down and click on download. Open the file when it finishes downloading to launch the Dell firmware update utility. Check the box to suspend BitLocker drive encryption, and then click Update. Follow the on-screen instructions to update BIOS. When the update is finished, the computer will restart and boot into Windows.
To tune up your computer with SupportAssist, click on the Windows start button to search for and open SupportAssist. In the home tab, click on boost performance. Press start and follow the on-screen instructions. Next, let's update Windows. Click on the Windows start button and open settings. Select Windows update and click on check for updates. Follow the on-screen instructions to find any pending operating system updates. If you receive a restart now button, this means Windows has already searched for updates and only requires a restart to complete the installation. If no updates are available, Windows will let you know you are up to date.
Let's check if the freezing issue occurs in safe mode. Click on the Windows start button and go to settings. In the system section, scroll down and next to advanced startup select recovery. Click on Restart now and confirm the restart. When the computer reboots, you will be greeted by a blue screen with options. Select troubleshoot and click on advanced options. Choose startup settings and click on restart. After the computer restarts, press 4 or F4 on your keyboard to enable safe mode. If you are still experiencing the issue in safe mode, continue with the next step.
To perform a clean boot, click on the Windows start button and type MS config into the search bar. Open the system configuration app. In the general tab, choose selective startup and uncheck load startup items. Click on the services tab and check the box next to hide all Microsoft Services. Click on disable all, click OK, and restart the computer. After the restart, Windows will boot without any third-party apps in the background. Test the computer to see if the issue is resolved. If not, let's continue with a system restore. Click on the Windows start button and type System Restore into the search bar.
Select Create a restore point. In the System properties window, click on System Restore, and then next. To view the apps that will be removed in this process, click on the scan for affected programs button. Choose a restore point, click next, and then finish. Confirm the restore point by clicking yes. If you do not find any restore points, this may be because your system protection isn't turned on and there are no restore points available on your system. Once confirmed, the system will revert to the restore point and restart. If you are still experiencing issues, contact us via one of the options on our support website so we can assist you.
