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2841

Campus Dell PCs running Windows 10 freeze or lockup when either a) trying to run full screen slideshows in PowerPoint or b) when running full screen videos using the Chrome browser.

If you are using PowerPoint 2016 and run a slideshow presentation in full screen mode (pressing F5) the presentation may either run fine initially but freeze the PC when you exit the presentation, by pressing escape or reach the end of the presentation, or the presentation will refuse to run in full screen mode the slideshow at all.

This issue has been detected when the PC being used is either a Dell model 7010, 3620 or 1700.

Work around: Before running a slideshow presentation in full screen move you need to disable two options in PowerPoint.

1. Open PowerPoint 2016
2. Click on the “File” menu
3. Click on “Options”
4. Click on the “Advanced” option
5. Scroll down in the Advanced options until you see “Disable hardware graphics acceleration”, tick that option, then also tick the "Disable Slide Show hardware graphics acceleration" option and click OK
6. Try again to run the presentation, it should now exit fine.

If you are using the Google Chrome Browser on a Dell PC running Windows 10 and the PC either freezes when exiting full screen video view or after a few seconds playing a video in full screen mode then please follow the instructions to prevent this happening in future:

1. Open Chrome
2. Click on the Menu button, located at the top right represented as three dots:
   

   

3. Click on the Settings option near the bottom of the menu.
4. Scroll to the bottom of the Settings menu and select Advanced.
   
5. Scroll to the bottom of the next menu until you find "Use hardware acceleration when available" and click the blue slide button so it turns grey, then click the "RELAUNCH" button that appears.
   
6. Chrome should no longer crash/lockup when exiting full screen video.