Windows Vista Stops Responding

Windows Vista Stops Responding
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This document applies to HP and Compaq Desktop PCs with Windows Vista.
This document helps you find and troubleshoot software problems that can cause your computer to hang, freeze, or lock up. Print this document or save it for use after the computer is disconnecting from the Internet.

NOTE: If the computer stops responding while the computer is starting and/or during random times, a firmware or hardware issue may be occurring (memory, processor, hard drive, or motherboard). Click Start , click Help and Support, click Troubleshooting tools, and then click an option to help diagnose hardware issues.
Symptoms in Windows Vista include:

Nothing moves or blinks on the computer display.
The computer does not respond to the mouse or keyboard.
An error message appears and does not go away.

NOTE: If you receive an error message with the lock-up, try searching the HP Support site (in English) using the exact text from the error message. You might be able to find a document specifically about the error.

Step 1: Closing locked-up programs and finding problem software
If the computer locks up or stops responding while using software, close the software that is not responding and try to continue using Windows. Also, while closing the software, take note of the other names of software programs that are open at the same time the lock-up happens.

Unplug any network cable if connected.
Remove any discs from the CD/DVD drives. If Windows becomes active again, a disc may need to be repaired, cleaned or replaced.
Try closing the software program that is not responding to help determine if the software lock-up problem continues. Close any open software application window in one of the following ways:
Click the X in the upper-right corner of the program window.
Click File from the menu bar and select Close or Exit.
While holding down the Alt key on the keyboard, press the F4 key.
If the lock-ups go away once the software program is closed, go to Step 2 .
If the lock-ups continue, press CTRL+ALT+DELETE, and select Start task manager to open the Task Manager.

Figure 1: Windows Vista Task Manager, Windows Media Player selected
Write down all the names of the software programs that are open when the lock-up occurs. The problem could be a conflict caused by another software program that is running at the same time.
Close all software programs one at a time to help determine if the lock-up problem continues. To close the program:
Click the Application tab.
Check the Status column for a program listed as Not Responding, and select that program.
Click End Task.

NOTE: If you close all software in the Application list and the lock-up still occurs, the problem software may be a background task (software that is not readily viewable and starts when Windows opens). To help determine what task is causing the problem, select the Processes tab and end each task in the list (except Explorer and Systray). If a task is found that causes the lock-up, find the name of the software that opens the task and write it down. For more helpful information on background tasks and how to prevent them from opening, see Preventing Programs from Opening When Windows Vista Starts .
Once you eventually find the software program that is causing the lock-up problems, write down the name of the software and go to the next step.

Step 2: Uninstalling and re-installing the problem software
Once you have found the name of the software that is causing the problem there are several things you can do that may help prevent the lock-up from re-occuring:

Uninstall the software.
Try reinstalling the software again if you want to continue using it.
In some cases, software can lock up when using one of its features. If this is a case, avoid using the feature and look for help and updates from the software manufacturer's web site.
Sometimes software can lock up when two different software programs are both open at the same time. If this happens, avoid using them both at the same time or uninstall one.
Use the following steps to uninstall or reinstall the software program associated with the lock-ups:

Click Start , and then Control Panel.
Under Program, click Uninstall a program.
Select the software program that is causing the lock-ups and click Uninstall, or click Repair if it is present.

NOTE: Remove all versions of the same program. Sometimes upgrades may not remove old versions of the software before installing the new version. This can leave multiple versions of the same software on your computer.
Click Yes, and then click Finish.
Restart the computer.
If you do not want the software program, you are done. The lock-up should no longer occur.
If you still want to use the software program, re-install the software using the instructions from its manufacturer. For programs that came on the computer, reinstall the program using Recovery Manager; click Start , All Programs, PC Help & Tools, and then click Recovery Manager and follow the onscreen instructions to recover a program or driver.
If the computer continues to lock up, even after re-installing the software program, continue to the next step.

Step 3: Finding more detailed information about the software problem
If software you want use is having consistent lock-up problems, consult the software manufacturer Web site. Chances are other people have reported the same problem and the manufacturer may have found a solution.

Connect any network cables that were disconnected earlier.

CAUTION: If there is now no anti-virus software open, you should not connect to the Internet until an antivirus software solution is applied.
Follow the software manufacturer instructions on the Web site. If the problem still occurs, try the information in the Related support section below.
If the software manufacturer Web site does not offer a solution, search hp.com (in English) for information about the software being used when the lock-up occurred. You can also try searching Microsoft’s knowledgebase (in English).