Article ID : 00087731 / Last Modified : 11/04/2018

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

    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.


    • Because each of these steps represents a possible solution to this issue, check the computer status after completing each step.
    • If possible, download and install all available updates for your computer. 
    • If not prompted to do so, restart the computer after installing any updates. 
    • The Windows XP operating system requires a monitor that can display a minimum resolution of 800 x 600.
    1. Ensure all media has been removed from CD/DVD drives and floppy disk drives and then restart the computer.
    2. 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.

    3. Start the computer in Safe Mode .

      NOTE: If this is the first time the computer has been started, or the first time the computer has been started after a recovery, the computer must be started in VGA Mode .

    4. Install the monitor INF driver files when the computer is running in Safe Mode or VGA mode.

      NOTE: The monitor type cannot be selected while in Safe Mode. Installing the monitor driver INF files allows the operating system to find the monitor information during a normal startup.

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