Your laptop's screen freezes, and you are wondering how to solve this issue quickly from the comfort of your house? We have gathered a list of manipulations that might help you do just that.

Useful manipulations

Update your software
Repair with Windows Recovery Environment
Use Restore Point
Restore with Windows Recovery Environment

1/4 - Update your software

Windows 11:

To see the available updates, go to “Start” > “Settings” > “Windows Update”.

Windows 10:

To see the available updates go to “Start” > “Settings” > “Update & Security” > “Windows Update”.

1) windows download update.png

If you see an error message

First, make sure that:

Your laptop is plugged into a power source.
You have backed up all your personal data.
You have administrator access — this isn't mandatory but note that some updates may require an admin status.

Step1. Leave some space for the updates

Your laptop requires a minimum of 16 GB of free space to upgrade to a 32-bit OS, or 20 GB for a 64-bit OS.

Step 2. Restart your laptop for the updates to apply

Restarting your laptop will allow you to enjoy the last installed updates.

To restart your device go to “Start” > “Power” and either select “Update and restart” or “Update and shut down”.

Step 3. Download all new updates.

Now that you have tried the previous recommendations, we suggest running new updates again.

To do so, go to “Start” > “Settings” > “Windows Update”.

→ For Windows 10: go to “Start” > “Settings” > “Update & Security” > “Windows Update”.

Step 4. Remove external hardware

Remove any external devices that are connected to your laptop and then try to download updates again. If you're still running into issues, move on to the next step.

Step 5. Look for potential errors

Type "device manager" in the search box on the taskbar and select the results.

A window will appear, look for any device with a yellow exclamation mark.

Select the relevant device(s) name.

Click “Action” and select either “Update driver” or “Uninstall” to correct the errors.

Step 6. Solve error code when updating

If you are receiving an error notification when installing Windows updates, we suggest running the “Update Troubleshooter”.

To do so, go to “Start” > “Settings” > “System” > “Troubleshoot” > “Other troubleshooters”. Look for the “Most frequent” menu and select “Windows Update” > “Run”.

→ For Windows 10: go to “Start” > “Settings” > “Update & Security” > “Troubleshoot” > “Additionaltroubleshooters”. Look for the “Get up and running” menu and select “Windows Update” > “Run the troubleshooter”.

When the troubleshooter's job is done, restart your device.

When your laptop turns back on, check for new updates by going to the “Start” > “Settings” > “WindowsUpdate” > “Check for updates” and install any that you see.

Step 7. Solve issue of incomplete updates installation

Depending on your connection speed and the size of the updates, the installation may take a considerable amount of time. If you see that the installation stays blocked at a percentage, try checking for updates again or using the “Update Troubleshooter” (for the last one, check the previous step, “Solve error code when updating”).

To check for updates, go to “Start” > “Settings” > “Windows Update”.

2/4 - Repair with Windows Recovery Environment

The Windows Recovery Environment allows you to force restart your computer, which can help solve a lot of issues.

Press and hold the "Power" button of your device (usually at the top right-hand side of your keyboard) for 10 seconds to turn your computer off.
Press and hold the “Power” button again to turn it back on — the manufacturer’s logo may appear on the screen.
Press and hold the “Power” button for 10 seconds to turn off your computer.
Press and hold the “Power” button again and repeat the process a few more times until you see “Preparing Automatic Repair” on your screen below the logo.
Allow your laptop to start as usual without holding the “Power” button.
You should see a blue screen, which means you have entered the Windows Recovery Environment!
- If you have Windows 10, click "Restore", and if you have Windows 11, click "Advanced Options".
- Click "Troubleshoot" > “AdvancedOptions” > “Startuprepair” > “Restart".
- Click "Advanced Options" again.
- Click "Startup repair".
- Click "Restart".

Step 1: Advanced options	Step 2: Troubleshoot

Step 3: Advanced options	Step 4: Start-up repair

3/4 - Use Restore Point

When you install a new app or driver, a copy of your system files will be created automatically. We recommend that you try to go back to an earlier version of your Windows system. Don’t worry — doing so won’t tamper with your personal data.

Click the Windows logo or "Search" symbol in the taskbar at the bottom of your screen.
Search for "Recovery".
Click the Recovery app logo that appears in the "Best Results" section.
Click "Open system restore" > “Next”.
Select a restore point that was saved before your problem appeared — if you don't see one click "Show more restore points".
When you see a restore point, click "Scan for affected programs".
The system will display the files and updates that will be deleted by a change back to the older version of your Windows System.
If you are okay with it, click "Close" > "Next" and follow the instructions that appear on the screen.

If you don't see a restore point this means the system protection feature isn't turned on. If this is the case, you can't restore your system to one of its earlier versions.

4/4 - Restore with Windows Recovery Environment

You might be able to restore your system to an older version by accessing the Windows Recovery Environment. If you already know how to get there, you can head to the “Once you’re in the Windows Recovery Environment” section below.

If you’ve never accessed the Recovery Environment:

Press and hold the "Power" button of your device (usually at the top right-hand side of your keyboard) for 10 seconds to turn your computer off.
Press and hold the "Power" button again to turn it back on — the manufacturer’s logo may appear on the screen.
Press and hold the "Power" button for 10 seconds to turn off your computer.
Press and hold the "Power" button again and repeat the process a few more times until you see “Preparing Automatic Repair” on your screen below the logo.
When you do, allow your laptop to start as usual without holding the "Power" button.
Once you're in the Windows Recovery Environment, you should see a blue screen.
- If you have Windows 10, click on "Restore". If you have Windows 11, click on "Advanced Options".
- Click "Troubleshoot".
- Click "Advanced Options" again.
- Click "System Restore".
- Follow the instructions on the screen.

Step 1: Troubleshoot	Step 2: System Restore

Still no luck?

Here's what you can do:

If you haven’t contacted Back Market Customer Care, now is the time.
If you have already opened a service request with us and your device needs to be returned for repair, follow the return instructions and use the return label you’re provided with.