the screen froze and nothing would work.

Question

Play the movie in full screen, the screen is stuck, the movie sound is normal, the mouse and keys are not responsive, forced shutdown, what is the problem?

Answer 1

In most cases it is due to the Graphic Card driver.
I recommend you to update Windows and update your Graphic Card driver.
Visit your device manufacturer's website and download and install all drivers.
In case problem persist, open start and search for feedback and open the Feedback Hub app and report this issue.

Answer 2

Hello @云利 陈 ,

Please try to download the latest graphics card driver on the official website.

FYI:
https://answers.microsoft.com/zh-hans/windows/forum/all/windows/6b349b10-1324-4fd9-9b69-5b1840ee8bcc

Best regards,
Leila

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Answer 3

Hello,

Update your graphics driver to latest version, as others suggested.

Also, if you continue to see this issue, run System File Checker scan:

1. Search for 'command prompt' using Cortana or Windows Search.
2. From results, right click on Command Prompt and select Run as administrator.
3. Type sfc /scannow command and press Enter key.
4. Let the command complete and then reboot the machine.

Additionally, perform clean boot:

https://support.microsoft.com/en-in/help/929135/how-to-perform-a-clean-boot-in-windows

Let us know if this helps!

Answer 4

Hello @云利 陈 ,

How are things going there on this issue?
Please let me know if you would like further assistance.

Answer 5

Hello @云利 陈 ,

Just checking in to see if the information provided was helpful.
Please post back at your convenience if we can assist further.