6 Replies Latest reply on Jun 30, 2017 2:28 PM by Intel Corporation

    Optane Memory cannot be detected after reinstalling OS (not disabled before)

    tails

      CPU: i7-7700K

      MB: ASUS Z270-P

      OS: Windows 10 64bit

       

      I had Optane working correctly. However, I didn't disable it before reinstalling my Windows 10.

       

      Now both Windows and BIOS cannot detect the Optane module. Attached below is the error message from Optane UI and info from disk management tool (translated from Chinese, it displays only the 2T HDD partition info (disk 0), Optane is not detected here).

       

      I searched posts and found this discussion Intel Optane - Cannot Enable , I think I have the same problem, but I don't find where in the BIOS to reset Optane.

       

      Could you please advise? Thank you.

       

      Untitled.pngP70615-114035.jpg

        • 1. Re: Optane Memory cannot be detected after reinstalling OS (not disabled before)
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello tails,

           

          Because of the way that Optane(TM) Memory works, once you have enabled it it will become hidden in both your OS and BIOS. It's common for Optane™ Memory to remain this way even after you've reinstalled Windows or swapped boot drives.

           

          Here's what you'll need to do in order to recover your Optane(TM) Memory module:

           

          1. Open an Administrator Command Prompt (Right click on your start menu icon, select "Command Prompt (Admin)" from the list).
          2. Type "diskpart" and press enter
          3. Type "list disk" to display a list of your connected storage devices. Here you should be able to see your memory module, note the disk number.
          4. Type "Select Disk 1" and press enter. Make sure to adjust to match the disk number displayed for your module. For this example we used a 16GB module.
          5. Type "Clean all" and press enter. Diskpart will proceed to low-level format your memory module, this process may take several minutes. You will not see a progress bar, but a blinking cursor. Once the command completes you may close command prompt.

           

          diskpart.jpg

           

          Alternatively, you may reset your Optane(TM) module from within your BIOS. Keep in mind that these settings will vary depending on your motherboard brand and model, you may need to contact your hardware vendor or review your manual if the settings we provide are not a match for your system:

           

          1. Open your UEFI BIOS Utility.
          2. Switch to "Advanced Mode" by pressing the F7 key.
          3. Go to the "Advanced" tab.
          4. Scroll down to "Intel(R) Rapid Storage Technology" and enter.
          5. Select your Optane(TM) module. May display as something along the lines of "PCIe 1.0, Intel MEMPEK1W0......", enter.
          6. Under "Disk Actions:" there should be an option to "Reset to non-Optane." This option will reset your module and allow you to detect and enable it again.

           

          ASUS_UEFI_BIOS.jpg

           

          Once you have followed these steps, you will be able to restart your computer and enable system acceleration once again. If you have any issues along the way, or if your issue is resolved, please let us know.

           

          Best regards,
          Carlos A.

          • 2. Re: Optane Memory cannot be detected after reinstalling OS (not disabled before)
            tails

            Hi Carlos,

             

            Thank you for your answer.

             

            Unfortunately, as I mentioned, both Windows and BIOS cannot detect Optane module, meaning they can only see my HDD, so that I'm not able to recover Optane. Please review attached screenshots.

             

            I also don't think this is hardware failure, because my 2nd Optane module have this problem too.

             

            P70616-165911.jpgP70616-170432.jpg

            • 3. Re: Optane Memory cannot be detected after reinstalling OS (not disabled before)
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello tails,

               

              Reinstalling your OS should by no means "break" your Optane™ memory. Since your module is not just hidden but actually not being detected our next step will be to confirm your BIOS settings:

               

              1. Under Advanced\PCH Storage Configuration:
                  1. If SATA mode is set to AHCI, One Click should be enabled
                  2. Otherwise your SATA mode should be set to Intel® RST Premium
              2. Under Advanced\Onboard Devices Configuration:
                  1. M.2_1 Configuration should be set to Auto or PCIe
              3. Boot tab:
                  1. CSM should be disabled
                  2. Secure Boot should be set to Windows* UEFI Mode
                 
              Once these settings have been set/confirmed you should be able to reboot and see your memory module to reset in the Advanced\Intel® Rapid Storage Technology screen.

               

              If after verifying these settings you're still unable to detect your Intel® Optane™ Memory, there will only be two options:

               

              1. Install the module on another motherboard meeting the base hardware requirements (for the module to work as storage, not for system acceleration) which are as follows: M.2 PCIe* 3.0 x 2 lanes Slot. If this second board detects the module, you may perform the low level format procedure and test it again on your original system.
              2. Contact your place of purchase (if within the initial 30 days), or our support team to initiate a warranty replacement if applicable.

               

              We look forward to hearing back from you.

               

              Best regards,
              Carlos A.

              • 4. Re: Optane Memory cannot be detected after reinstalling OS (not disabled before)
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello tails,

                We haven't heard back from you in a while, has your issue been resolved?

                Best regards,
                Carlos A.

                • 5. Re: Optane Memory cannot be detected after reinstalling OS (not disabled before)
                  tails

                  Hi Carlos,

                   

                  Your initial answer was correct.

                   

                  I took some time to figure out the problem within my Optane module, and confirmed that it was HW failure.

                   

                  Thank you for your great support.

                   

                   

                  Best Regards,

                  ****

                  • 6. Re: Optane Memory cannot be detected after reinstalling OS (not disabled before)
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello tails,

                    You're welcome. We're glad to hear that your issue was resolved.

                    If you need any further assistance, feel free to contact us again.

                    Best regards,
                    Carlos A.