Good afternoon,welcome to the XXX help desk.This is Sarah.May I help you?
Good afternoon.This is Howard.My computer has started to have problems.The screen keeps on freezing.
Ok,don't worry,Howard.I will try to help you to figure out.Is it frozen now?
Yes.
Is a single programme or the entire system frozen?
uh...I have no idea.How can you tell?
Ok.Can you move your mouse on the screen?Is the mouse pointer visible and moved?
No.It is stationary on the screen.
I see.It means the entire systems is frozen.Now you need to reboot the computer.To do so,hold down the "Ctrl" and "Alt" keys.While holding both keys down,press the "Delete" key twice.This should shut down the system and automatically restart it.
Hold on..."ctrl"..."Alt"..."Delete"...It didn't response.
It happens sometimes.Don't worry,please try again.
Ok...uh...I tried..it still remain frozen.
Don't worry.Then we have to make a hard shut down by pressing the power button until the computer completely shuts down.
Ok.What now?
Well done,Howard.Lets wait for 2 mintutes...Now turn the power on once more.
Uh...Hold on..Ok...it runs again.
Excellent.Now we are going to check out the reason of freeze-up.The first step to take is looking at any recently installed software.Did you install any programs such as freeware or shareware?These programs often contain malware that can damage the system.
No.I didn't install any new software recently.
Good,we can leave it out for consideration.Next,update and run the antivirus program installed on the computer.Check the Windows website and download any updates.
I checked this this morning.No virus nor latest important updates.
Ok.Then you will need to check the available space on the computer's hard drive and use the built-in error checking and cleaning tools.
I don't know how to check it out.
Don't worry.Go to "My Computer," right click "Local Disk (C:)" and click "Properties." On the "General" tab,make sure there is sufficient free space.Are you following me?
Yes.It seems not too many free space here.
Well done.I think this is probably the main reason.The "Disk Cleanup" tool will free more space by deleting unnecessary files.Click the "Disk Cleanup" button to run the tool.Do you know where the "Disk Cleanup" is?
Yes...wow,there are voluminous saved temporary files.Ok.They were deleted now.
Excellent,Howard.I'm sure your computer will run better.Is there anything else I can do for you?
That's all.Thank you Sarah.
You are welcome,Howard.Please feel free to call us again if you have any problem in the future.
Sure.Have a nice day,bye-bye.
You too.Bye-bye.