Describe what still responds
Record whether the pointer moves, audio continues, keyboard shortcuts respond or only one application stops. A frozen window and a completely unresponsive system require different follow-up questions. Ask the owner about the task rather than opening private work files to reproduce it.
Capture the conditions
Note the application, connected devices, power state and approximate time into the task. Use a permitted sample workload if available. Record any system message and recent change. Do not repeatedly force shutdowns to create a dramatic demonstration when unsaved information may be at risk.
Avoid choosing a part from a symptom
Memory, storage, software and other paths may need investigation depending on the evidence. Use supported diagnostics and retain their exact results. If the fault cannot be reproduced, record that limitation. A stable ten-minute visit should not be presented as proof that an intermittent freeze has been repaired.
The pointer moves while one app is frozen
Record the remaining system response and the app-specific trigger. That narrows the complaint. Do not describe it as a complete hardware lockup or choose a replacement from a list of common freeze causes without further evidence.
Your practice record
- App-only or whole-system response
- Permitted workload and timing
- Power and peripheral context
- Exact diagnostic result or limitation
Repair procedures involve heat, electricity, fragile parts and customer data. Practise under qualified supervision and work only on devices you are authorized to service.