System locks up, freezes or an error occurs.

Summary: Our recommendations to resolve an issue with your Dell system locking up or freezing and similar issues with Windows.

Article Content


Symptoms

Table of Contents:

  1. System locks up or freezes
  2. Search for Error Codes
  3. Run a Computer Diagnostic
  4. Run Routine System Maintenance
  5. Update Drivers and BIOS
  6. Check Air Vents
  7. Check Safe Mode for symptoms
  8. Update Windows
  9. Uninstall, Reinstall and Update Software
  10. Look for Multiple Anti-virus Programs
  11. Check for Malware
  12. Computer will not resume from sleep or hibernate
  13. Use System Restore
  14. Factory Restore or Reinstall Microsoft Windows

Video (Youtube) - Fix System Freeze (Official Dell Tech Support)


System locks up or freezes

If your computer suddenly stops responding while in Windows, you may be experiencing a system lock up issue. For system lock ups, there are steps you can take to attempt to discover the root cause.

Note: If the issue recently started, please note any recent hardware or software changes before beginning troubleshooting, as reversing those recent changes may quickly identify the issue.

A piece of hardware may be causing the lockup. Try unplugging all devices from your computer, including:

  • Printers
  • Scanners
  • Media Card Readers
  • Small Media cradles (iPod, PDA, MP3 player, etc.)
  • Digital Cameras and Video Recorders
  • USB storage devices
  • CDs or DVDs from all optical drives
  • Docking station or port replicator

The only devices 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, refer to Dell Knowledge Base article, "Keyboard, touchpad, or mouse not working correctly".

If you are unable to identify the issue by reverting recent changes or unplugging external devices, you can troubleshoot using the steps listed below.

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Search for Windows Error Codes

Windows may display an error code associated with the lockup or error. The quickest way to find info on this is to use the search engine of your choice to look for your specific issue as Microsoft have detailed info for each :

Search Dell  |  Search Microsoft  |  Search Google  |  Search Bing   SLN129591_en_US__1iC_External_Link_BD_v1

For general information on types of error codes, refer to Dell Knowledge Base article, "Error Codes on Dell Commercial and Consumer products".

How to Fix Blue Screen of Death Windows 10 (Official Dell Tech Support) - (2:59)  - English Only

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Run a Computer Diagnostic

To determine if your computer is experiencing a hardware problem, run the Dell Preboot System Assessment (PSA) Diagnostics. For information on how to run Diagnostics, and to determine the issue, refer to Dell Knowledge Base Article:

If the onboard diagnostics and other troubleshooting have not identified the root cause of the lock ups, you may wish to consider running the Quick Test or Full Scan at Dell PC Diagnostics. You can locate these diagnostics at the link below:

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Run Routine System Maintenance

Be sure to regularly run maintenance tasks on your computer to keep it at peak performance. Select your operating system below to learn more about performance and maintenance of your computer.

Windows 10 has built-in system maintenance and performance tasks. No action is needed.

Windows 8 and 8.1
Windows 7 
Windows Vista 
Windows XP 

Also, use the System File Checker to verify the system files and folders on your computer. To run System File Checker, click Start.

For Windows XP click Run... and then type sfc /scannow in the box provided and press Enter.

For Windows Vista and Windows 7, type sfc /scannow in the Start Search box in the Start menu and press Enter.

For Windows 8, type "maintenance" at the Start Screen, then select Perform recommended maintenance tasks automatically.

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Update Drivers and BIOS

In many cases, lockups can be caused by outdated drivers or BIOS settings. Be sure to regularly update your drivers to take full advantage of your hardware and software.

Generally speaking, you should update your drivers and BIOS in the following order:

  1. BIOS
  2. Chipset driver
  3. Video driver
  4. Audio driver
  5. Network driver
  6. Other drivers

Try updating each of these drivers individually and then retest the system to see if the problem continues.


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Check Air Vents

Blocked air vents can cause performance issues, as the system may not be receiving the proper air flow and the processor may overheat. To protect itself from overheating, the processor will slow itself down and this performance decrease can be interpreted as a lock up. To ensure that this is not the root cause of the lock up issue, please complete the following steps:

  1. Check the vents on the computer to see if they are covered with dust and not allowing heat and air to pass through. See example shown in Figure-1 for a laptop vent and example shown in Figure-2 for a desktop vent.

    SLN129591_en_US__21377120789898.LaptopVent
    Figure-1 Vent on the bottom of the Laptop with dust.


    SLN129591_en_US__31377120809242.desktopvent
    Figure-2 Vent on the front of a desktop with dust.
  2. Turn off the System
  3. Remove all power sources: Unplug the AC Adapter and Remove the Battery, or Unplug the Desktop Power Cord.
  4. Use a compressed air can 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, as you can cause damage to the computer if used incorrectly. 
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Check Safe Mode for Symptoms

 

Safe mode prevents non-crucial applications and drivers from loading. This allows us to eliminate the software as a possible root cause of the lock ups or freezes.

Note: When using safe mode, the video resolution will be 800 X 600 and may make your icons and text appear larger than normal. Additionally, your desktop background will not be present in this mode. These are normal behaviors and will not require troubleshooting to repair, as they will return to normal when you log back into regular mode.
Notice: Please note that when you log into Safe Mode, your anti-virus program will be disabled. Please use caution when connected to a network or the internet while your anti-virus is disabled.

To boot into safe mode, please follow the instructions below:

  1. Start the computer
  2. Tap 'F8' on the keyboard immediately and every one second until the Dell logo screen disappears. From there you will see the Windows Advanced Options Menu on the screen. (If the Windows Advanced Options Menu does not appear, restart the system and try again.)
  3. Select Safe mode with Networking and press Enter
  4. Log on as the administrator or as a user with administrative access

For instructions on booting into Safe Mode, refer to the relevant link for your operating system:

in Windows 8/8.1, reference the following article at Dell's Support Website: How to boot into Safe Mode on Windows 8 on your Dell PC.

 

Open applications and test the computer in safe mode. If the symptoms exist in safe mode, please 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 and you may wish to complete steps 6 and 7 to see if you are able to resolve the lock ups or freezing.

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Update Windows

Be sure that your computer is running with the latest updates for Windows. Visit the Windows Update website to be sure your computer is fully updated.

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Uninstall, Reinstall and Update Software

If your computer is locking up or hanging while using a particular application, try uninstalling the application completely from the computer, then reinstall it and visit the software vendor's website to update the software to the latest version.

Note: Notice: Before uninstalling any application, please be sure to back up any critical data. Additionally, please be sure you have the required media and product key to reinstall the software. If you are in doubt, please check with the software vendor before uninstalling. 

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Look for Multiple Anti-virus Programs

The use of multiple anti-virus software programs may cause your system to lockup. Anti-virus programs come pre-installed 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, it is important that you 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.

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11: Check for Malware

Malware (virus, spyware, etc.) can cause a Windows system to lock up or appear to hang. To check for malware on your system and to ensure that your computer is up to date on security software, visit Dell Knowledge Base Article, "Protect Your Computer or Remove Malware in Microsoft Windows"

For anything virus, malware and security related we recommend the content and videos on our Security and Antivirus page on the Dell Support Site.

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Computer will not resume from sleep or hibernate

If your computer will not wake from sleep or hibernate, visit Dell Knowledge Base Article, "Computer Does Not Wake Up or Resume from Suspend / Hibernate Mode".

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Use System Restore

Microsoft Windows contains a feature known as System Restore to roll back changes to the computer based on "restore points" that are commonly scheduled by Windows. To access and use this feature, refer to the link below and select the System Restore option:

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Factory Restore or Reinstall Microsoft Windows

If you are still experiencing lockups in Windows, and the troubleshooting steps above have not resolved the problem, there is likely an underlying issue with the operating system. To restore Microsoft Windows to the original factory configuration, refer to Dell Knowledge Base Article:

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Cause
Windows
More information and support for your Windows operating systems can be found on our Windows Support webpage.
Resolution

 
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Article Properties


Affected Product

Inspiron 3452, Inspiron 3455, Latitude 7390 2-in-1, Dell G3 3579, Vostro 3670, OptiPlex 7050, Inspiron 7580, Vostro 5370, XPS 8920, Dell Thunderbolt Dock TB16, Inspiron 20 3064, OptiPlex 7060, Latitude 7290, Vostro 15 5568, Vostro 3470, Inspiron 24 5488, Inspiron 3264 AIO, Inspiron 24 3464, Vostro 5471, OptiPlex 3050 All In One, Latitude 5591, OptiPlex 7450 All In One, Latitude 5290 2-in-1, Latitude 5590, Latitude 7390, Vostro 3578, Vostro 15 3568, Latitude 7490, Inspiron 3252, Latitude 5491, Latitude 5490, Dell G7 15 7588, XPS 27 7760, Dell G3 3779, Inspiron 3655, Dell SE2719H, Inspiron 3452 AIO, OptiPlex 7460 All In One, OptiPlex 5250 All In One, Vostro 14 3468, Inspiron 3265, Inspiron 27 7775, OptiPlex 5050, Inspiron 3052, OptiPlex 3050, Latitude 3390 2-in-1, Inspiron 15 7572, OptiPlex 5060, Latitude 3590, OptiPlex 3060, Latitude 3490, OptiPlex 7760 All In One, Dell G5 5000, Dell G5 5090, Inspiron 1000, Inspiron 3137, Inspiron 3138, Inspiron 3147, Inspiron 3148, Inspiron 3152 2-in-1, Inspiron 3153 2-in-1, Inspiron 3157 2-in-1, Inspiron 3158 2-in-1, Inspiron 11 3162/3164, Inspiron 11 3168, Inspiron 11 3169, Inspiron 11 3179, Inspiron 11 3180, Inspiron 11 3185 2-in-1, Inspiron 3195 2-in-1, Inspiron 1100, Inspiron 10z 1120, Inspiron 11z 1121, Inspiron 1150, Inspiron 11z 1110, Inspiron 11z 1120, Inspiron 5280 2-in-1, Inspiron 1200, Inspiron 1210, Inspiron 13 N3010, Inspiron 5300, Inspiron 5301, Inspiron 13 5368 2-in-1, Inspiron 5370, Inspiron 13 5378 2-in-1, Inspiron 13 5379 2-in-1, Inspiron 5390, Inspiron 5391, Inspiron 7300 2-in-1, Inspiron 7300, Inspiron 7306 2-in-1, Inspiron 7347, Inspiron 7348 2-in-1, Inspiron 7352, Inspiron 7353 2-in-1, Inspiron 7359 2-in-1, Inspiron 13 7368 2-in-1, Inspiron 7370, Inspiron 7373 2-in-1, Inspiron 13 7375 2-in-1, Inspiron 13 7378 2-in-1, Inspiron 7380, Inspiron 7386 2-in-1, Inspiron 7390 2-in-1, Inspiron 7391 2-in-1, Inspiron 7391, Inspiron 1300, Inspiron 1318, Inspiron 1320, Inspiron 13 1370, Inspiron 13z N301z, Inspiron 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Inspiron 5551, Inspiron 5552, Inspiron 5555, Inspiron 5557, Inspiron 5558, Inspiron 5559, Inspiron 15 5565, Inspiron 15 5566, Inspiron 15 5567, Inspiron 15 5568 2-in-1, Inspiron 5570, Inspiron 5575, Inspiron 15 Gaming 5576, Inspiron 15 Gaming 5577, Inspiron 15 5578 2-in-1, Inspiron 15 5579 2-in-1, Inspiron 5580, Inspiron 15 5582 2-in-1, Inspiron 15 5583, Inspiron 15 5584, Inspiron 15 5585, Inspiron 5590, Inspiron 5591 2-in-1, Inspiron 5593, Inspiron 5594, Inspiron 5598, Inspiron 7500 2-in-1 Black, Inspiron 7500 2-in-1 Silver, Inspiron 7500, Inspiron 7501, Inspiron 7506 2-in-1, Inspiron 7537, Inspiron 7547, Inspiron 7548, Inspiron 7557, Inspiron 7558, Inspiron 15 7559, Inspiron 15 7560, Inspiron 15 Gaming 7566, Inspiron 15 Gaming 7567, Inspiron 7568 2-in-1, Inspiron 15 7569 2-in-1, Inspiron 7570, Inspiron 15 7572, Inspiron 7573 2-in-1, Inspiron 15 Gaming 7577, Inspiron 15 7579 2-in-1, Inspiron 7580, Inspiron 7586 2-in-1, Inspiron 7590 2-in-1, Inspiron 7590, Inspiron 7591 2-in-1, 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2-in-1, Latitude 7370, Latitude 7380, Latitude 7389 2-in-1, Latitude 7390 2-in-1, Latitude 7390, Latitude 131L, Latitude 3400, Latitude 3410, Dell Latitude 3480/3488, Latitude 3490, Latitude 5400 Chromebook Enterprise, Latitude 5400, Latitude 5401, Latitude 5410, Latitude 5411, Latitude 5414 Rugged, Latitude 5420 Rugged, Latitude 5424 Rugged, Latitude 5480/5488, Latitude 5490, Latitude 5491, Latitude 5495, Latitude 7400 2-in-1, Latitude 7400, Latitude 7410 Chromebook Enterprise, Latitude 7410, Latitude 7414 Rugged, Latitude 7420, Latitude 7424 Rugged Extreme, Latitude 7480, Latitude 7490, Latitude 9410, Latitude 3500, Latitude 3510, Dell Latitude 3580/3588, Latitude 3590, Latitude 5500, Latitude 5501, Latitude 5510, Latitude 5511, Latitude 5520, Latitude 5580, Latitude 5590, Latitude 5591, Latitude 7520, Latitude 9510, Latitude 2100, Latitude 2110, Latitude 2120, Latitude 3150, Latitude 3160, Latitude 3330, Latitude 3340, Latitude 3350, Latitude 3440, Latitude 3450, Latitude 3460, Latitude 3470, Latitude 3540, Latitude 3550, Latitude 3560, Latitude 3570, Latitude 5175 2-in-1, Latitude 5179 2-in-1, Latitude 5404 Rugged, Latitude 5420, Latitude 6430u, Latitude 7204 Rugged, Latitude 7275, Latitude 7404 Rugged, Latitude C400, Latitude C500, Latitude C510, Latitude C540, Latitude C600, Latitude C610, Latitude C640, Latitude C800, Latitude C810, Latitude C840, C/Dock Expansion Station, C/Dock II Expansion Station, Latitude CP, Latitude Cpi, Latitude CPi A, Latitude CPi R, C/Port APR, C/Port II APR, Latitude CPt, Latitude CPt S, Latitude CPt V, Latitude CPx H, Latitude CPx J, Latitude CS R, Latitude CSx H, Latitude D400, Latitude D410, Latitude D420, Latitude D430, Latitude D500, Latitude D505, Latitude D510, Latitude D520, Latitude D530, Latitude D531, Latitude D600, Latitude D610, Latitude D620, Latitude D620 ATG, Latitude D630, Latitude D630 ATG, Latitude D630 XFR, Latitude D630C, Latitude D631, Latitude D800, Latitude D810, Latitude D820, Latitude D830, Latitude E4200, Latitude E4300, Latitude E4310, Latitude E5250/5250, Latitude E5270, Latitude E5400, Latitude E5410, Latitude E5420, Latitude E5420M, Latitude E5430, Latitude E5440, Latitude E5450/5450, Latitude E5470, Latitude E5500, Latitude E5510, Latitude E5520, Latitude E5520M, Latitude E5530, Latitude E5540, Latitude E5550/5550, Latitude E5570, Latitude E6220, Latitude E6230, Latitude E6320, Latitude E6330, Latitude E6400, Latitude E6400 ATG, Latitude E6400 XFR, Latitude E6410, Latitude E6410 ATG, Latitude E6420, Latitude E6420 ATG, Latitude E6420 XFR, Latitude E6430, Latitude E6430 ATG, Latitude E6430s, Latitude E6440, Latitude E6500, Latitude E6510, Latitude E6520, Latitude E6530, Latitude E6540, Latitude E7240 Ultrabook, Latitude E7250/7250, Latitude E7270, Latitude E7440, Latitude E7450, Latitude E7470, Latitude L400, Latitude LM, Latitude LS, Latitude LT, Latitude LX 4 D, Latitude LX 4 DT, Latitude LX 4100D T, Latitude MMC, Latitude ST, Latitude SX 4, Latitude V700, Latitude V710, Latitude V740, Latitude X1, Latitude X200, Latitude X300, Latitude XP4, Latitude Xpi, Latitude Xpi CD, Latitude Xpi CD MMX, Latitude XT, Latitude XT2, Latitude XT2 XFR, Latitude XT3, Latitude Z, Latitude E7270 mobile thin client, Latitude 3460 mobile thin client, Latitude 3480 mobile thin client, Latitude 5280 mobile thin client, Dell G3 15 3500, Dell G3 3579, Dell G3 15 3590, Dell G5 15 5500, Dell G5 SE 5505, Dell G5 15 5587, Dell G5 15 5590, Dell G7 15 7500, Dell G7 15 7588, Dell G7 15 7590, Dell G3 3779, Dell G7 17 7700, Dell G7 17 7790, XPS 11 9P33, XPS 12 9250, XPS 12 9Q33, XPS 12 9Q23, XPS 13 7390 2-in-1, XPS 13 7390, XPS 13 9300, XPS 13 9310 2-in-1, XPS 13 9310, XPS 13 9333, XPS 13 9343, XPS 13 9350, XPS 13 9360, XPS 13 9365 2-in-1, XPS 13 9370, XPS 13 9380, XPS 13 L321X, XPS 13 L322X, XPS 14 L401X, XPS 14 L421X, XPS 15 L501X, XPS 15 7590, XPS 15 9500, XPS 15 9530, XPS 15 9550, XPS 15 9560, XPS 15 9570, XPS 15 9575 2-in-1, XPS 15 L521X, XPS 15Z L511Z, XPS 17 L701X, XPS 17 9700, XPS 14Z L412Z, XPS 15 L502X, XPS 17 L702X, XPS M1210, XPS M1330, XPS M140, XPS M1530, XPS M170, XPS M1710, XPS M1730, XPS M2010, Dell Canvas 27, FX100 Remote Access Device, Precision 210, Precision 220, Precision 3240 Compact, Precision 330, Precision 340, Precision 3430 Small Form Factor, Precision 3431, Precision 3440 Small Form Factor, Precision 350, Precision 360, Precision 3630 Tower, Precision 3640 Tower, Precision 370, Precision 380, Precision 390, Precision 3930 Rack, Precision 400, Precision 410, Precision 420, Precision 450, Precision 470, Precision 490, Precision 530, Precision 5720 AIO, Precision 5820 Tower, Precision 610, Precision 620, Precision 650, Precision 670, Precision 690, Precision 7820 Tower, Precision 7920 Tower, Precision 7920 Rack, Precision R5400, Precision R5500, Precision R7610, Precision Rack 7910, Precision T1500, Precision T1600, Precision T1650, Precision T1700, Precision T3400, Dell Precision Tower 3420, Precision T3500, Precision T3600, Precision T3610, Dell Precision Tower 3620, Precision T5400, Precision T5500, Precision T5600, Precision T5610, Precision Tower 5810, Precision T7400, Precision T7500, Precision T7600, Precision T7610, Dell Precision Tower 7810, Precision Tower 7910, Vostro 1000, Vostro 1011, Vostro 1014, Vostro 1015, Vostro 1088, Vostro 1200, Vostro 1220, Vostro 5300, Vostro 5301, Vostro 5370, Vostro 5390, Vostro 5391, Vostro 1310, Vostro 1320, Vostro 3400, Vostro 3401, Vostro 3405, Vostro 3445, Vostro 3446, Vostro 14 3449, Vostro 3458, Vostro 3459, Vostro 14 3468, Vostro 3478, Vostro 3480, Vostro 3481, Vostro 3490, Vostro 3491, Vostro 5401, Vostro 5402, Vostro 5459, Vostro 14 5468, Vostro 5471, Vostro 5480, Vostro 5481, Vostro 5490, Vostro 1400, Vostro 1440, Vostro 1450, Vostro 3500, Vostro 3501, Vostro 15 3549, Vostro 3558, Vostro 3559, Vostro 15 3562, Vostro 15 3568, Vostro 3572, Vostro 3578, Vostro 3580, Vostro 3581, Vostro 3582, Vostro 3583, Vostro 3584, Vostro 3590, Vostro 3591, Vostro 5501, Vostro 5502, Vostro 15 5568, Vostro 5581, Vostro 5590, Vostro 7500, Vostro 15 7570, Vostro 15 7580, Vostro 7590, Vostro 1500, Vostro 1510, Vostro 1520, Vostro 1540, Vostro 1550, Vostro 1700, Vostro 1710, Vostro 1720, Vostro 2420, Vostro 2421, Vostro 2510, Vostro 2520, Vostro 2521, Vostro 3300, Vostro 3350, Vostro 3360, Vostro 3400 (End of Life), Vostro 3450, Vostro 3460, Vostro 3500 (End of Life), Vostro 3546, Vostro 3550, Vostro 3555, Vostro 3560, Vostro 3561, Vostro 15 3565, Vostro 3700, Vostro 3750, Vostro 500, Vostro 5460, Vostro 5470, Vostro 5560, Vostro A840, Vostro A860, Vostro A90, Vostro V13, Vostro V130, Vostro V131, Dell Hybrid Client, Wyse 1010 zero client, Latitude E7270 mobile thin client, Latitude 3460 mobile thin client, Wyse 3010 Thin Clients/T10/T50/T00X, Wyse 3020 Thin / Zero Client, Wyse 3030 Thin Client, Wyse 3030 LT Thin Client, Wyse 3040 Thin Client, Latitude 3480 mobile thin client, Wyse 5010 Thin Clients / D10D/D10DP/D90D7, Wyse 5020 Thin Client, Wyse 5040 AIO Thin Client, Wyse 5050 All-In-One, Wyse 5060 Thin Client, Wyse 5070 Thin Client, Latitude 5280 mobile thin client, Wyse 5470 All-In-One, Wyse 5470, Wyse 7020 Thin Client, Wyse 7030 PCoIP zero client, Wyse 7040 Thin Client, Wyse C Class, Wyse Cloud Client Manager/Edge Device Manager, Wyse Cloud Connect, Wyse Converter for PCs, Wyse 5010 Zero Client (Citrix) / D00DX, Wyse 1000 Series (wyse-e-class), Wyse 5030 Zero Client (VMWare) / P25, Wyse PC Extender, Wyse R Class, Wyse S Class, Wyse TCX Suite, Wyse ThinOS, Wyse V Class, Wyse Device Manager, Wyse Management Suite, Wyse X Class, Wyse ThinOS Lite (Xenith), Wyse 7010 Thin Client / Z90D7, Adamo 13, Adamo XPS, 212N, 316LT, 320LT, 320N, 320N-Plus, 320SLI, 325N, 325NC, 325SLI, NL20, NL25, NL2xC, NX20, Studio 1435, Studio 1440, Studio 1450, Studio 1457, Studio 1458, Studio 15 1555, Studio 1535, Studio 1536, Studio 1537, Studio 1555, Studio 1557, Studio 1558, Studio 1569, Studio 1735, Studio 1737, Studio 1745, Studio 1747, Studio 1749, Studio XPS M1340, Studio XPS M1640, Studio XPS 1645, Studio XPS 1647

Last Published Date

15 Jan 2021

Version

4

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Solution

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