14 Replies Latest reply on Feb 28, 2018 5:18 AM by Intel Corporation

    Optane memory software

    w4rwf

      I just set up a new system and installed a 16gb stick of optane memory. I installed the Optane Memory software and have everything working. The optane is working beautifully. I can see it in the task manager, device manager shows my boot disk+optane. Everything seems to be working.

       

      My issue is that the software itself no longer will initialize. I don't know if some of the updates broke the Optane memory interface or what happened. When I click on the software program win10 will ask if I want to allow the software to make changes to my system. I click yes, get the mouse pointer circle for a couple of seconds like it's fixing to pop open and then nothing. Just like I never clicked on it.

       

      Do I need to reinstall the software? Can it be done without screwing up the Optane module and having to reinstall win10 all over again?

       

      Thanks for any replies. I am satisfied the optane is working but if I need to uninstall it for any reason I think the software will be needed.

        • 1. Re: Optane memory software
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hi w4rwf,

          I just did a quick test before suggesting you something that will create a bigger issue. I enabled the Intel® Optane™ memory in my system and then, I tried to uninstall the Intel® Optane® memory software but the same software stopped me from doing this, so I couldn’t uninstall it and apparently this is not a good idea either.

          On the other hand, I’m not sure why you are getting issues running the Intel® Optane™ memory software. Could you please take a screenshot of the programs you currently have installed in your system (Program and Features)? There is a chance that the Intel® Optane™ memory software gets in conflict with another software like the Intel® RST application. We can check this by taking a look at the programs currently installed in your system.

          I’ll be waiting for your response.

          Have a nice day.

          Regards,
          Diego V.

          • 2. Re: Optane memory software
            w4rwf

            sorry for the long delay

             

            i hope these are the screenshots that you were looking for

             

            Screenshot (7).pngScreenshot (8).pngScreenshot (9).pngScreenshot (10).pngScreenshot (11).pngScreenshot (12).png

            • 3. Re: Optane memory software
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hi w4rwf,

               

              Don’t worry about the delay, and thanks for the screenshots, however they are not what I was looking for.

               

              I was talking about the list of programs that are installed in your computer. This list is available in Programs and Features. To open it, please press the Windows key and then type “Programs and Features”.

               

              The option should appear in the menu, so you just have to click on it and the programs list will appear. It should look like to the screenshot below (with a list of programs).

               

              Capture.JPG

              Please take a screenshot of that list so we can check it. Make sure to include the complete list. If necessary take 2 or 3 screenshots as you did with the ones you just posted so we don’t miss any program.

               

              I’ll be waiting for your response. If you have any doubt, please feel free to ask.

               

              Have a nice day.

               

              Regards,
              Diego V.

              • 4. Re: Optane memory software
                w4rwf

                ok, i apologize! i gotcha now. it's 2 screenshots

                Screenshot (13).pngScreenshot (14).png

                • 5. Re: Optane memory software
                  w4rwf

                  another thought also. in the bios, which is an asus board, i have the intel rapid storage technology activated. i installed the optane memory software and the tray icon shows it enabled. just on a whim i tried to install the intel rapid storage technology driver and it won't install because it says the optane memory software is installed. i know i can disable the optane in the bios if i need too but i think the software option would be better. the optane memory is a 16gb module so i know also that the optane memory software won't report stats on it.

                  • 6. Re: Optane memory software
                    w4rwf

                    i also let the optane memory software try to repair itself and that accomplished nothing either.

                    • 7. Re: Optane memory software
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hi w4rwf,

                      Thanks for the screenshots. I confirmed the information I was looking for. 

                      I thought that the issue could be related with having both applications the Intel® Optane™ memory software and the Intel® RST software installed, but this is not the case.

                      You are right about the option to disable the Intel® Optane™ memory from BIOS but that’s not the best way to do it as it may end in having to re-install Windows* all over again, so let’s leave this at the end as our last option. 

                      I haven’t seen a similar issue like this one before with the Intel® Optane™ memory software. Please let me investigate about it to see if I can find anything else that we can try in order to avoid having to disable the module from BIOS.

                      I’ll post an update as soon as possible.

                      Regards,
                      Diego V.

                      • 8. Re: Optane memory software
                        w4rwf

                        Thank you sir! Will be waiting.

                        • 9. Re: Optane memory software
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hi w4rwf,

                           

                          I was informed that there have been reports about issues with applications caused by a recent Windows* update, specifically the update KB4074588. Your issue with the Intel® Optane™ memory might be related to this as well. Could you please check and confirm which Windows* updates you have in your system?

                           

                          You can check this information with the Intel® System Support Utility. This tool will scan your computer to generate a report with all details we need to know. Please download it from this site: Download Intel® System Support Utility for Windows*

                           

                          There is no need to install the tool as it’s an executable file. Just run it on your system and at the end, save the results in a file so that you can attach it in a post.

                           

                          I’ll be waiting for your response. If you have any questions about the tool, feel free to ask.

                           

                          Have a nice day.

                           

                          Regards,
                          Diego V.

                          • 11. Re: Optane memory software
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hi w4rwf,

                             

                            Thank you for the information.

                             

                            I have confirmed that your system has the KB4074588 update, so it might be possible that the issue with the Intel® Optane™ memory software is indeed caused by this Windows* update. Actually, it may be a coincidence but the report file states that this update was installed on 2/14/2018 which is the same date where you opened this thread for this issue, which would mean that you started getting the issue after the update.

                             

                            WindowsUpdate.JPG

                             

                            Considering this information and according to the discussion thread I found in the Microsoft forum: How can I uninstall KB4087256? - Microsoft Community , the only option to recover the normal functionally of the application would be to uninstall the Windows* update. Some users in that discussion thread reported that the issues they got after the update were fixed, so it’s possible that the Intel® Optane™ memory software issue is fixed as well after uninstalling the update.

                             

                            I hope you find this information useful. If you have any doubt or any other concern that I can help you with, please don’t hesitate to ask.

                             

                            Have a nice day.

                             

                            Regards,
                            Diego V.

                            • 12. Re: Optane memory software
                              w4rwf

                              Hi Diego! Thanks for the replies and hard work on my behalf. I uninstalled the KB4074588 security update and still have the same issue. It didn't help.

                              • 13. Re: Optane memory software
                                w4rwf

                                Hi Diego! On a whim I decided to run the SFC /scannow function, it repaired some files. I rebooted and the optane memory software is again functioning. Thanks for your input, effort and time!

                                • 14. Re: Optane memory software
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  Hi w4rwf,

                                  That’s great!

                                  Thanks for sharing how you fixed the issue. It may be helpful in case someone else has the same issue.

                                  If you have further questions or issues with the Intel® Optane™ memory or its software, please don’t hesitate to open a new thread. We’ll be more than happy to help in you in any way we can.

                                  Have a nice day.

                                  Regards,
                                  Diego V.