Why does my cursor freeze and my laptop require restarting?

A recurring whole-system freeze is not enough to identify one cause, so install all Windows and optional driver updates first, then use a clean boot to distinguish a background-software conflict from a driver, firmware, or hardware fault.

1. Update Windows and device drivers

1. Open Start → Settings → Windows Update.
2. Select Check for updates, install everything offered, and restart.
3. Return to Windows Update → Advanced options → Optional updates.
4. Open Driver updates, install all applicable updates, and restart again.

Optional drivers are not installed automatically, and they can include updates for display, touchpad, keyboard, and other hardware involved in a freeze. ^1^

Also open the ASUS update utility supplied with the Zenbook and check for model-specific BIOS, firmware, chipset, graphics, and touchpad updates. Keep the laptop connected to power during any firmware update.

2. Test with a clean boot

If updating does not stop the freezes, temporarily disable non-Microsoft background services and startup applications:

1. Search for msconfig, then open System Configuration.
2. Select Services.
3. Check Hide all Microsoft services—do not skip this checkbox.
4. Select Disable all → Apply.
5. Open Startup → Open Task Manager.
6. Disable each enabled startup item, noting what you disable.
7. Close Task Manager, select OK, and restart.

A clean boot loads only essential drivers and startup programs. Some third-party functionality may be temporarily unavailable during the test. ^2^

Use the laptop normally long enough to cover the period in which it usually freezes:

• No freeze: Re-enable half the disabled services and startup items at a time, restarting after each change. Continue until the conflicting program or service is isolated.
• Still freezes: A normal startup-app conflict is less likely. Move to the checks below.

After testing, restore normal startup through System Configuration → General → Normal startup. Microsoft documents the half-at-a-time isolation method in the same clean-boot guidance. ^2^

3. Check whether this is Windows-wide or Office-specific

Your description—cursor, windows, and the entire interface becoming unresponsive—indicates a Windows-wide hang rather than just an Office application failure.

If the problem actually occurs only while using one Office application, test that application separately:

1. Press Windows+R.
2. Enter the relevant command, such as excel /safe or winword /safe.
3. If the application remains stable in Safe Mode, go to File → Options → Add-ins and disable add-ins individually.

An Office app that works in Safe Mode commonly points to an add-in conflict; if it also fails in Safe Mode, Microsoft recommends moving to Office repair or driver updates. ^3^

4. Escalate promptly if it still freezes

Because the Zenbook is brand new and requires forced power-offs almost daily:

• Disconnect nonessential USB devices, docks, external displays, and adapters, then test again.
• Back up important files; repeated forced shutdowns can risk unsaved work and filesystem damage.
• Record the freeze time, whether the laptop was charging, and which applications were open.
• Contact ASUS or the retailer for warranty diagnostics or replacement if it still freezes after updates and a clean boot.

A persistent freeze in the clean-boot environment makes firmware, storage, memory, another core driver, or defective hardware more plausible. Avoid opening the laptop or attempting hardware repair while return or warranty coverage is available.

References

1. Windows 11 (#tab/windows-11)
2. Windows 10 (#tab/windows-10)
3. I get a "stopped working" error when I start Office applications on my PC