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:

• For Windows® 8 and Windows® 8.1 operating systems, rather than completing the steps below, follow this procedure if you experience an issue where the screen goes to a black screen after logging in to Windows .
• If model-specific information is required to complete any of the steps in this solution, refer to the operating instructions supplied with the product. Manuals are posted on your model support page.

NOTES:

• Because each of these steps represents a possible solution to this issue, check the computer status after completing each step.
• Download and install all available updates for your computer. Downloads are posted on your model support page.
• If not prompted to do so, restart the computer after installing any updates.

1. Disconnect all peripheral devices.
2. Disconnect the computer from any network it may be connected to (if any).
3. If you have encountered this issue after installing driver or application software, uninstall that software:
   • In the Windows 8.1 operating system.
   • In the Windows® 10 operating system.
4. Run hardware diagnostics using the VAIO Care utility.
5. Remove any additional RAM that has been added to the computer.

   NOTE: If the computer starts normally after disconnecting the peripheral devices or removing the additional RAM, the issue is being caused by the additional RAM, or the peripheral devices that were connected to the computer.

6. Ensure all media has been removed from CD/DVD drives and USB ports, and then restart the computer.
   • In the Windows 8 operating system.
   • In the Windows 8.1 operating system.
   • In the Windows 10 operating system.
7. Check to see if there is a virus, spyware, malware or other malicious software present on the computer.
8. 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.

9. Start the computer in Safe Mode:
   • In the Windows 8.1 operating system.
   • In the Windows 8 operating system.
   • In the Windows 10 operating system.
   NOTE: If the issue does not occur while in Safe Mode, perform a clean boot procedure and see if the issue still occurs.
   • In the Windows 10 operating system.

   If the issue does not occur after a clean boot, then there is some installed software that is causing the issue.

10. Start the computer in Safe Mode again and perform a System Restore and return the computer back to a time when it was working correctly.
    • In the Windows 10 operating system .
11. 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.  Go to Product Repair.