System lock-ups and hangs usually cannot be consistently reproduced and can therefore be very difficult to diagnose. Solving lock-ups and hangs requires a patient systematic process of elimination approach to troubleshooting. These problems can be caused by hardware or software so it is very important to note any newly added options applications or updates. It is important to note that removing the software that installed the cause of the problems may not remove all of the components installed. It may become necessary to reload the operating system to remedy the cause of the lock-ups or hangs.

1. Use the following automated diagnostics to automatically troubleshoot lockup and hang problems (learn more about automated solutions):
   
   
   
   
   
   
   
   
   
   
   

   Diagnose and fix intermittent lockups and hangs

   
   
   
   
2. Run PC Doctor and investigate any errors found.
   
   
   
   
   
   
   
   
   
   
   

   Download the PC Doctor diagnostic diskette

   
   
   
   
3. Make sure the latest BIOS code has been installed.
    
   
   
   
4. Scan the drive for viruses and other "malware". Use the latest virus definitions available from the software manufacturer.
   
   
   
   
   
   • Checking for updates should be done automatically and on a daily basis.
     
     
   • Most virus scanners do not detect spyware or adware. Spyware is a significant cause of performance problems and poses serious security concerns. Spyware scanners should be used with the same level of concern as virus scanners. However care should be taken when chosing a spyware scanner as some will install their own usually non-malicious form of spyware.
     
     
   • Adware can cause excessive numbers of unwanted pop-ups when browsing the internet.
     
     
   
   
   
5. Check the system resources and make any adjustments as needed.
   
   
   
   
6. Use ConfigSafe System Restore or similar restoration utility to save the current settings then load the original configuration. Compare performance.
   
   
   
   
   
   • Uninstall any suspected problem software.
     
     
   
   
   
7. Check for memory added as an option and verify that the part numbers are correct.
   
   
   
   
8. Verify that any installed cooling fan is operating and airflow is not blocked.
   
   
   
   
9. Clear the CMOS using the password erase procedure in the Hardware Maintenance Manual.
   
   
   
   
10. Reseat all adapters memory cables and power connectors.
    
    
    
    
11. Return the computer to as near an "out of box" condition as possible.
    
    
    
    
    
    
    
    • Remove recently installed options such as video cards memory and drives.
      
      
    • Remove any exterior cable extensions to keyboards mice and monitors.
      
      
    • Remove any exterior peripheral additions including modems printers and USB devices.
      
      
    
    
    
12. Ensure that all applicable drivers have been updated to the most current offered. See Downloads and drivers.
    
    
    
    
13. Install a hard disk drive with a known good operating system if possible to see if the problem remains with the computer. If it does the computer hardware is at fault.
    
    
    
    
14. Monitor your system's memory use.
    
    
    
    
    
    
    
    
    
    
    

    Get the memory monitor

    
    
    
    
15. If these steps have not solved your problem:
    
    
    
    
    
    
    
    
    
    

    Browse for other lock-up/hang tips for your system.

    Or refer to "Need more help?"

 

Preventative maintenance

The use of programs such as ScanDisk Check Disk (CHKDSK) Disk Defragmenter and ConfigSafe (if installed) can keep your system operating at its peak. More detailed information about Scan Disk Check Disk and Disk Defragmenter can be found in Windows Help. Windows Help can be found by clicking Start then click Help.

• Scan Disk and Check Disk (Windows 2000 and XP) check the disk platters for defects and also look for lost clusters that are sometimes created when a program aborts.
  
  
  
  
  
  
  
  
  
  
  
  

  Automatically run CheckDisk

  
  To manually run Check Disk in Windows 2000 and XP:
  
  
  
  
  
  
  1. Double-click My Computer then right-click the drive you want to check then select Properties.
     
     
  2. Click the Tools tab then click the Check Now button.
     
     
  
  
  
• Disk Defragmenter locates fragmented files and folders on local volumes. A fragmented file or folder is split up into multiple pieces and scattered over a volume. When a volume contains a lot of fragmented files and folders Windows takes longer to gain access to them because it requires several additional hard disk drive reads to collect the various pieces. The disk defragmenter can take hours to complete depending on the size of the drive and how frequently the disk defragmenting has been performed.
  
  
  
  
  
  
  
  
  
  
  
  

  Automatically run Disk Defragmenter

  
  To manually run Disk Defragmenter:
  
  
  
  
  
  
  1. Turn off your screen saver to allow Disk Defragmenter to finish faster. Right-click the desktop then click Properties then click the Screen Saver tab then select none in the Screen Saver drop-down list then click Apply then click OK.
     
     
  2. Double-click My Computer then right-click the drive you want to check then select Properties.
     
     
  3. Click the Tools tab then click the Defragment Now button.