Computer frozen or very slow: restart safely and know when to stop

Use this guide when: a work Windows computer is frozen, will not respond to the mouse/keyboard, or is so slow that you cannot work.

1. Check what is actually stuck

• If the mouse moves and another app opens, one app may be frozen rather than the whole computer.
• If only the mouse fails, check a wireless mouse’s battery and its usual receiver/cable before assuming the computer is frozen.
• If a screen says an update is being installed, let it finish. Do not force the power off during an update.
• If you see a crash or recovery message, take a photo of the message before restarting.

2. Restart normally if possible

1. Save work in any app that still responds.
2. Use Start → Power → Restart. If Start will not open, try Ctrl + Alt + Delete and the power control on that screen.
3. Allow the computer to finish starting, sign back in, and reopen the app you were using.

3. If the entire computer is unresponsive

If normal restart is impossible and no update is running, use the device’s power button to shut it down, then start it again. Unsaved work may be lost. A fully frozen computer in a previous People Incorporated case worked normally after IT powered it off and rebooted it.

Do this once. If the computer freezes again, reports a disk/recovery error, or cannot start, stop repeated shutdowns and contact IT.

4. If it is slow rather than completely frozen

Close apps and browser tabs you no longer need, then restart after saving work. Write down whether the problem affects one app or everything. Do not delete shared files, remove security software, or install a “PC cleaner.” A previous slow/full-storage case needed further IT work; a restart is not a guaranteed cure.

Check the result

Open the app and repeat a normal task. If it works briefly and freezes again, tell IT how long it lasted and what you were doing.

Still need help?

Submit an IT support ticket and include device name or asset tag, location, exact screen/error photo, app involved, when it started, and what happened after one restart. If a previous ticket is resolved or closed, start a new ticket and mention its number.