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Dell laptop freezes after start-up


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#1
lruizm

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Hello,

I need help please! I'll try to be as detailed as possible.
I bought a new dell Inspiron 15r 5537 touchscreen with built in windows 8. I bought it in September but my sister gave it to me as a Xmas present so It's basically brand new. It was working perfectly but now it freezes after logging in. I've logged in in safe mode and it works fine for a while but then it freezes again.
I updated it to windows 8.1 and after that I turned it on once and worked fine, BUT when I was putting it away, it slipped and hit the table... It was a hard hit but nothing happened to the core so I figured it wasn't important. Anyway, when I tried to turn it on again, it froze in the log in page. I freaked out and pressed the power button to reboot it and it was all black.... I tried a bunch of things like logging to the setup and configuration, pressing f8, f2, f11, just to see if anything worked at all. (I didn't change anything but I did a system restore). After that I tried to log in normally and it worked! The screen wasn't black anymore and I could log in, but then it froze on the tile screen. Now, I can sometimes open up control panel or chrome, but it freezes almost immediately... If I let it think, it gets unresponsive for about 10-15min and then it works again for like 5 sec and freezes again...
I can't do anything! I tried scanning for virus in both normal and safe mode but it freezes all the time. There was one time that got to 75% and then it died... But it didn't find anything, the laptop is brand new so I'm not sure it's a virus.
Please help me, this just happened two days ago and I don't know what to do. I don't know if the hit could have done something to the hard drive... I looked at the support forum of dell and it said that I should check the connections of the hard drive with the system board because it could have moved with the hit. They also told me that maybe I needed to update the BIOS and then I read that the black screen is a common problem with the windows 8.1 update and that I should update some video drivers.
Anyway I've tried downloading things and uploading these things but For some reason I haven't been able to do so in safe mode and it is incredibly frustrating to try to do it in the standard mode with all the frozen moments and the incredibly slow response of the computer.
Please please please help me figure out what's going on!

Thank you!

Lruizm
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#2
Biscuithd

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Hi there,

It was working perfectly but now it freezes after logging in. I've logged in in safe mode and it works fine for a while but then it freezes again.


From a diagnosis standpoint, let's go back to your description in the above sentence. "It was working perfectly...". Can you recall what you were doing prior to the machine malfunctioning? i.e. surfing the web, typing a document, watching a movie, etc.? Can you recall any warning messages before it began freezing? Last, have you tried running any hardware diagnostics on the machine?

Where I'm heading with this is, you need to (and there are many here who will help you) diagnose a hardware problem (in which case you'll need "parts and smarts") or might you have a significant Malware problem. I'd begin by ruling out hardware problems by booting to the BIOS level (Help me out G2G folks as I'm rapidly leaving my comfort and knowledge zone) and running the those diagnostics. Better and more explicit instructions for your particular machine are over on the Dell website.

If the machine pass all of that, and you want to have it checked for Malware, then head on over the Computer won't boot - Malware section of our site http://www.geekstogo...alware-related/ and someone will help you there.

Biscuithd
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#3
lruizm

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Hi, thanks for the quick response!

I wanted to watch an online streaming but I couldnt even turn it on properly. Before that, when it was working just fine, I logged into my bank account, watch an online streaming movie and logged in to my online masters webpage.
I ran a diagnose when the screen was all black and I cant really remember the code of the error but it said something like short self test unsuccessful. That's when I went to the Dell website and read that I should update the BIOS or check the connections of the HDD and the system board (Havent done either btw)
I also tried the dell diagnose online system but it's not working, it freezes and says that they can't analyze anything on my computer... sooooo that's why I'm kind of lost because I have no idea how to attempt to fix my laptop if it freezes all the time.
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#4
Biscuithd

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There's an old saying..."If the only tool you have is a hammer, every problem looks like a nail". My point being, my talent here at G2G is pretty much limited to Malware Removal, hence, I'm thinking you have a Malware problem. So, I'd recommend that you start a topic in the Computer won't boot-Malware (see link in Post #2). Otherwise, head over to the Dell website where you can learn how to perform hardware diagnostics on your computer.
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