5 Replies Latest reply on Sep 6, 2018 2:09 PM by Intel Corporation

    Intel Optane Software keeps crashing

    TmyGnw

      My optane was working fine for around 2 weeks but then one time my windows decided to not respond to any input but somehow the mouse cursor still moves. I restart the laptop using the power button and waited for optane to do it's thing at boot up, but when I got into my desktop it said that OptaneTrayIcon has stopped working, I opened the Intel Optane Memory software but I got the stopped working pop up as soon as it opened. Then most of my apps has missing dll files. I tried disabling optane through my bios and reinstalling the driver but the software keeps crashing even though my optane was detected by my bios and the intel SSD toolbox (My optane is still in good condition according to the software)

        • 1. Re: Intel Optane Software keeps crashing
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello TmyGnw.
           
          Thank you for contacting Intel Technical Support.
           
          As we understand, you need assistance with your Intel® Optane™ Memory Series. If we infer correctly, to begin diagnosis and consequent troubleshooting that could take us to a resolution, we would appreciate if you could, please, reply to this post with the following, important, basic information:
           

          1. System Integration (please, describe how your system is integrated; please, include the manufacturer and model of all the components)
          2. Are you trying to accelerate a primary or a secondary/data drive?
          3. A screenshot of the pop up that shows up when you open the Optane software
          4. Pictures and the marking of your product (https://www.intel.com/content/www/us/en/support/articles/000025532/memory-and-storage.html).
           
          Based on the symptom you are sharing with us “Then most of my apps have missing .dll files” this seems to be related to an operating system (OS) corruption and we advise you to back up your information and to try to reinstall your OS.
           
          We will be looking forward to your reply.

          Best regards,

          Josh B.
          Intel Customer Support Technician

          Under Contract to Intel Corporation
          • 2. Re: Intel Optane Software keeps crashing
            TmyGnw

            1. Asus GL503GE

                CPU : I7-8750H

                Ram : 8GB DDR4

                HDD : 1TB SSHD 5400rpm

                GPU : GTX 1050Ti

                OS   : Windows 10 Home

            2. I am trying to accelerate my primary drive

            3. Screenshot :

            Screenshot (3).png

            4.

            IMG20180904095110.jpg

            • 3. Re: Intel Optane Software keeps crashing
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello TmyGnw.
               
              Thank you for your reply and the information provided.
               
              As stated on our previous interaction, based on the symptom you are sharing with us “Then most of my apps have missing .dll files” this seems to be related to an operating system (OS) corruption and we advise you to back up your information and to try to reinstall your OS.
               
              Please, take into consideration that in the Asus GL503GE tech specs and the Asus GL503GE tech manual we cannot see any reference to Intel® Optane™ Memory as supported or this PC to be Intel® Optane™ ready from the box and possibly a firmware update was released to support the Intel® Optane technology.
               
              We hope you find this information useful.
               
              We will be looking forward to your reply.

              Best regards,

              Josh B.
              Intel Customer Support Technician

              Under Contract to Intel Corporation
               

              1 of 1 people found this helpful
              • 4. Re: Intel Optane Software keeps crashing
                TmyGnw

                I took your advice and reinstalled windows 10 and it worked perfectly fine! Thanks for the tips!

                • 5. Re: Intel Optane Software keeps crashing
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hi TmyGnw,

                  It’s great to know that everything is working now.

                  If you have future concerns, please don’t hesitate to post them in a new thread. We’ll be more than glad to help you in any way we can.

                  Have a nice day.

                  Regards,
                  Diego V.