How to fix a frozen Windows laptop safely

Before you start

• The charger is plugged in. A laptop that runs out of power mid-fix, or mid-update, can cause new problems.
• You've checked for an update screen. If you see "Working on updates" or "Don't turn off your computer", go to that section below and don't switch off.
• You've noted what was open. Anything you hadn't saved in the frozen app may be lost if you close it.
• You know where your BitLocker recovery key is. Occasionally, after a forced shutdown, Windows asks for it. If your laptop uses a Microsoft account, it's usually saved at aka.ms/myrecoverykey (opens in a new tab). Check you can reach it from another device.

0 of 4 done. Ticking just helps you keep track; nothing is saved or sent.

Steps

One app has stopped responding

The title bar may say "Not responding" and the window may go pale, but the mouse and other windows still work.

1. 1

   Give it a minute

   Apps often unfreeze on their own once a big file has loaded or a save has finished.

2. 2

   Open Task Manager

   Press Ctrl + Shift + Esc. If you only see a small window, select More details.

3. 3

   End the frozen app

   Select the app marked "Not responding" and choose End task. Unsaved work in that app will be lost, but nothing else is affected.

The whole screen is stuck

Nothing on screen changes when you click, though the mouse pointer may still move.

1. 1

   Reset the display driver

   Press Windows + Ctrl + Shift + B. The screen goes black for a second and you may hear a beep. This restarts the graphics driver without closing your apps.

2. 2

   Try Ctrl + Alt + Delete

   If a blue menu appears, choose Task Manager and end anything marked "Not responding".

3. 3

   Restart from that menu

   Still stuck? From the same menu, select the power icon in the bottom-right corner, then Restart. Windows will try to close apps properly first.

Nothing responds at all

The keyboard, mouse and shortcuts all do nothing. This is the last resort, so try the sections above first.

1. 1

   Wait two or three minutes

   Look for the storage light flickering. A busy laptop can look frozen while it finishes a heavy task.

2. 2

   Hold the power button

   Press and hold it for about 10 seconds until the screen and lights go off.

3. 3

   Unplug extras and wait

   Remove USB drives and other accessories (leave the charger in), then wait 30 seconds.

4. 4

   Switch back on

   Press the power button once. If Windows offers to restore apps, that's fine. If it asks for a BitLocker recovery key, see the checklist above.

It says "Working on updates"

This isn't a freeze. Windows is installing an update, and the screen can sit on the same percentage for a long time.

1. 1

   Plug in and leave it

   Connect the charger and leave the laptop alone for at least a couple of hours. Updates can be slow on older machines.

2. 2

   Check for any movement

   A percentage that changes, a spinning circle or a flickering storage light all mean it's still working.

3. 3

   Get help rather than forcing it

   If nothing has changed after several hours, ask for help before you force it off. Someone can talk you through the safest next step.

If this happens, try this

• If it keeps freezing every day

  Install any waiting updates in Settings > Windows Update, then restart.

• If your storage is nearly full

  Open Settings > System > Storage and remove or move large files you no longer need. A full drive slows Windows down and can make it stall.

• If it's slow to start and freezes soon after

  In Task Manager, open Startup apps (just Startup in Windows 10) and disable programs you don't need the moment the laptop starts.

• If it freezes when it gets warm

  Use it on a hard, flat surface, not a bed or cushion, and keep the air vents clear of dust.

• If you're not sure what's causing it

  Type reliability into the Start menu and open View reliability history. Red crosses show which app or part failed and when, which is useful to tell a technician.

Things to be careful about

• A burning smell, smoke or a very hot case: switch off, unplug the charger and don't use it again until it's been checked.

• The case bulging or the trackpad lifting can mean a swollen battery. Stop using and charging the laptop.

• Clicking or grinding noises can mean an older hard drive is failing. Back up anything important as soon as you can.

• Freezes before Windows loads, or repeated blue error screens, point to a fault these steps won't fix.