Keywords: laptop slow, laptop freezing, laptop crashing, app not working, Windows update, BitLocker, Defender, non-compliant laptop

What the user reports

• Laptop is running slowly, freezing, or crashing.
• Apps are not working correctly.
• Device is showing as non-compliant in Intune.
• Device has not received a software update.

How to triage and fix it

1. Ask the user if they have restarted the device (full restart, not sleep). This resolves a significant proportion of performance and app issues.
2. Open intune.microsoft.com. Go to Devices > All devices. Find the device. Check Last check-in, Compliance state, and any failed policy deployments.
3. Click Sync on the device page.
4. If non-compliant — Windows updates pending: Settings > Windows Update. BitLocker not enabled: Control Panel > BitLocker Drive Encryption, enable it (recovery key backs up to Entra ID automatically). Defender not active: open Windows Security and confirm Microsoft Defender Antivirus is running.
5. If a specific app is not working: sign out and back in first. If that does not help, uninstall and reinstall. For Intune-deployed apps, trigger a re-install from intune.microsoft.com via the device's Apps tab.
6. If the device has a hardware problem (broken screen, keyboard failure, battery): this is outside your scope. Raise a replacement request with the user's manager and follow the device retirement procedure if needed (see: Retiring a Device).