Gina bought an Acer Aspire R running Windows 10. She's having trouble with the screen freezing when she uses it with her Steno Recorder. Leo says that there could be a flaw in the motherboard that's causing the crash. Leo says that based on Gina's description, she'll need to take it back, but they may require her to reload Windows first. Leo advises backing up her data, and wiping the drive. Then she can reinstall Windows from a known source. If it the problem persists, it's a hardware issue.