What to do in case of a computer crash?

At a glance

Your computer stops responding and your screen stays hopelessly black? What should you do? Follow the advice in this article to fix a computer crash.

The screen is black, frozen, or shows a worrying message. Nothing responds, it looks like a computer crash. Follow our emergency measures below to deal with a computer crash.

We've all found ourselves in this situation. In a moment of urgency, the computer stops responding. The screen is black, the mouse and keyboard are acting up.

In our survey, 54% of Belgians say their main IT-related fear remains their computer crashing completely and losing their data for good.

In many situations, a computer crash can be fixed, either by you or by a professional. So before calling for help, follow these few tips and emergency measures.

The source of the computer crash

First of all, stay calm, keep a clear head and don't click on things at random. Getting angry at your hardware won't help. Try restarting your machine (by holding the power button for ten seconds). Doesn't work? Check the following points:

1. The power supply

The computer crash might not come from your computer at all. If the screen is black and your PC shows no sign of life, it might simply not be, or no longer be, plugged in. Check:

The power sockets. Remember that your tower and your screen each have their own power supply. If you have both plugged into a power strip, that might be the one that's blown!

Generally speaking, it's not recommended to plug all your devices into the same power strip. Also avoid risky setups, such as power strips plugged into extension cords, which could cause numerous short circuits or lead to electrical overloads! Use earthed sockets when necessary.

On the subject of overloads, don't forget to unplug your electrical devices if there's a thunderstorm overhead! Indeed, lightning can damage your electrical network and all connected devices if it strikes your home.

The fuses. A power surge or an electrical fault could cause this outage. One tip? Turn on another device in the room where your computer is. You'll soon know for sure.

If you're using a laptop, try plugging it in in another room. Got another charger? Don't hesitate to test that one too.

2. The cables

Once you've ruled out an electrical issue, check everything that connects your devices together, as sometimes a cable has come slightly loose, for example after moving the device or dusting:

the cable between the screen and the tower.
the cable between the mouse, keyboard and the tower.
the cable between the speakers and the tower.

Don't hesitate to wipe them down or blow on your sockets. A computer crash can sometimes be caused by a build-up of dust!

3. The internet connection

You may have already checked this at the same time as the power and cables: inspect your modem. Test your internet connection with another device that can connect via WiFi, such as your smartphone.

Note! The internet doesn't play a decisive role in a computer crash. But it can be a lifesaver, especially when you call in a technician who will take control of your machine remotely.

Computer crash or just a slow computer?

Note that it's a good idea to turn your computer off, two to three times a week. This allows your computer to properly complete its updates and clear out any accumulated temporary files. This will certainly help your PC regain speed and responsiveness!

A slow computer can be explained by many factors:

Dust has built up inside the tower.
Your hard drive is full of information.
Your computer is low on RAM.
Your computer launches too many programs at startup.
Your system is infected with a virus.

Computer crash: use keyboard shortcuts

If your PC is properly plugged in and powered, it's possible that the programs themselves aren't working and that you're stuck looking at a frozen screen.

Try these keyboard shortcuts, which let you unlock or safely restart your computer with just a few keystrokes.

On Windows

CTRL + ALT + DELETE. Pressing these three keys at the same time brings up a window offering to force-close one or more programs.
Restart in safe mode. This technique lets you force your PC to shut down and restart with a limited number of programs and files. Feel free to follow the full procedure on the Microsoft Support platform.

On Mac

COMMAND ⌘ + OPTION ⌥ + ESC. As with Windows, press these three keys at the same time. You can then choose which unresponsive program to close.
Restart in safe mode. Follow the full procedure on the Apple Support platform.

Computer crash: a frozen screen

My frozen screen is black

On Windows: follow this procedure to fix black or blank screen errors. Be aware these can be linked to update issues, the graphics card, or a connection error between the monitor (the keyboard) and the tower!
On Mac: black screens don't necessarily mean an error. They usually mean your battery is dead or your computer is asleep!

My frozen screen is blue

On Windows: your screen turns blue with messages such as:

CRITICAL_PROCESS_DIED.
PAGE_FAULT_IN_NONPAGED_AREA.
SYSTEM_SERVICE_EXCEPTION.

Head to their Support page dedicated to fixing fatal errors.

My screen is locked by hackers

Is your screen locked because of a ransom demand? Don't panic. Here's what you need to do:

Never give in to the hackers' demands. Don't pay.
Take a photo of your screen: it will serve as evidence.
File a report immediately.
Change your passwords, even on your other devices (tablet, smartphone).
Contact your insurer for further advice.

Computer crash: calling on your assistance cover

Despite all these tips, your computer still won't cooperate. In that case, call in the professionals. If you've subscribed to Safe & Connected assistance, call the Helpdesk on 02/533.75.75, have your identification ready (subscription number), and let them guide you.

Depending on the situation, you may be entitled to:

phone support from a specialist.
home support from a specialist.
a replacement computer, if applicable, or access to a co-working space where you can keep working.

Computer crash: calling a repairer

If you don't have Safe & Connected assistance, you could consider calling a repairer. But don't just call the first one you find. Search on Google, compare, and check out the various reviews.

Second tip: contact the various after-sales services of computer manufacturers. Here's a non-exhaustive list of contacts: