Article ID : 00087720 / Last Modified : 11/04/2018

The computer freezes or stops at a blue or black screen, or randomly restarts.

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Follow these steps to troubleshoot why the computer freezes or stops at a blue or black screen, or randomly restarts.

IMPORTANT: If model-specific information is required to complete any of the steps in this solution, refer to the operating instructions supplied with the product.

NOTES:

  • Because each of these steps represents a possible solution to this issue, check the computer status after completing each step.
  • Download and install all available updates for your computer.
  • If not prompted to do so, restart the computer after installing any updates.
  1. Disconnect all peripheral devices.
  2. Remove any additional RAM that has been added to the computer.

    NOTE: If the computer starts normally after disconnecting the peripheral devices or removing the additional RAM, the issue is being caused by the additional RAM, or the peripheral devices that were connected to the computer.

  3. Ensure all media has been removed from CD/DVD drives and USB ports, and then restart the computer.
  4. Reset the BIOS defaults .

    NOTE: If unable to get to the BIOS screen, turn off the computer, disconnect the power cord for 30 seconds, then reconnect the power cord and attempt to enter the BIOS again.

  5. Start the computer in Safe Mode:
  6. While in Safe Mode, perform a System Restore  procedure and return the computer back to a time when it was working correctly.
  7. Perform a System Recovery.

The troubleshooting steps listed above should resolve your issue. If you have completed all of the steps and the issue is not resolved, service may be required.