Computer not responding

Question

My computer doesn’t respond when I click on tabs or try to restart

Answer 1

Hi Isabel G.B,

Thanks for your post. I understand how frustrating it is when the PC becomes unresponsive. Have you already tried the Q&A Assist suggestions? In addition, please try the steps below.

Step 1 – Check if Windows Explorer is frozen

When the PC becomes unresponsive, press Ctrl + Shift + Esc to open “Task Manager”.

• If Task Manager opens, select “Windows Explorer”, then choose “Restart”.
• If the system responds after this, the issue may be related to Explorer rather than the entire system.

Step 2 – Test in Safe Mode

This helps determine whether a startup app or driver is causing the freeze.

• Hold Shift, select “Restart”
• Go to “Troubleshoot” > “Advanced options” > “Startup Settings” > “Restart”
• Press 4 to start “Safe Mode” If the computer works normally in Safe Mode, the issue is usually caused by a third‑party app or driver.

Step 3 – Check system file integrity

Corrupted system files can cause freezing.

• Open “Command Prompt” as administrator
• Run sfc /scannow

Step 4 – Check available disk space Low system drive space can cause Windows to stop responding.

• Open “Settings” > “System” > “Storage”
• Make sure the C: drive has free space available

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Answer 2

Hi Isabel,

Please press CTRL+ALT+DELETE keys together when the computer does not respond, on the keyboard.

After that, select Task Manager.

Does the computer respond after this step? This isolates the problem for me to further troubleshoot with you.

I’m eager to hear back and work together to find a solution.

Answer 3

Use the hardware buttons to force the device to shut down, then restart, and if the problem keeps happening, work through additional checks.

1. Force a shut down and restart
   • Press and hold the power button until the computer shuts down and restarts and the Windows logo appears again (about 20 seconds), then release the power button.
2. If Windows freezes more than once and not just in one app
   • Get the latest updates for drivers and firmware using the Surface app (if this is a Surface device):
     • Open the Surface app, expand Help & support, and check the update status.
     • If updates are available, select Check for updates to open Windows Update and install them.
   • Scan the device with Windows Security to rule out malware or unwanted software.
   • Disable unnecessary startup applications to reduce load when Windows starts.
   • Free up drive space (delete temporary files, empty Recycle Bin, remove unneeded items) to help performance.
   • Optionally, optimize (defragment) the hard drive if it is a traditional HDD.
   • Run built-in diagnostics if freezes persist:
     • Windows Memory Diagnostic to check RAM.
     • Error Checking on the system drive (C:) to scan for disk errors.
3. If freezes continue after these steps
   • Use Restore or reset options to repair Windows while keeping personal files, or fully reset the device if necessary.
   • If still not resolved, consider service/repair options or in-person support.

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References:

• Windows doesn't respond or stops working on Surface