10 Replies Latest reply on Oct 22, 2018 5:26 PM by Intel Corporation

    Unsupported system BIOS

    thonga4

      I cant enable my Optane memory. I use 850 EVO to boot Windows, with GPT format and a WD HDD 1TB for data, Optane 32GB correct M2 slot

      My mainboard is AsRock B360 Gaming K4. I go into Bios and disable CSM, and activate Intel RST for SATAUntitled.png

        • 1. Re: Unsupported system BIOS
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello thonga4,

          Thank you for contacting Intel® Technical Support.

          As we understand, you need assistance with your Intel® Optane™ Memory Series If we infer correctly, please, take the following information into consideration:

                                  
          Unsupported BIOS
             Unsupported System Drive
            
             or
            
             Error Enabling Intel® Optane™ Memory
             Unsupported System BIOS or System BIOS is set in Legacy Mode.
             Contact your BIOS vendor for the latest version and support.
             Error Code: 0xA008002D
          The error message only applies to Intel® Optane™ Memory user interface.Your BIOS doesn’t support Intel Optane Memory or your BIOS mode is in Legacy Mode.
            
             Action:
             1. Contact your BIOS vendor and get a new BIOS version.
             2. Backup all files on your system.
             3. Update your BIOS.
             4. Set SATA Controller mode to RST Premium mode.
             5. Set BIOS mode to UEFI. Contact your BIOS vendor about how to change the mode. Different vendors have different methods. We recommend disabling CSM.
             6. Reinstall your operating system if it doesn’t wake up.
          ** Supports Intel® OptaneTM Technology (M2_1 only)
          • We recommend you to contact your original equipment manufacturer (OEM) Asrock* in your case in order to get the recommended BIOS configuration or a BIOS update.
          We hope you find this information helpful.
           
          Best regards,

          Josh B.
          Intel Customer Support Technician
          Under Contract to Intel Corporation
          • 2. Re: Unsupported system BIOS
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello thonga4,

            Thank you for having contacted Intel Technical Support.   
             
            We have not heard from you since our last communication and we would like to know if you need further assistance or if we can close this case?
             
            Important note: Should further assistance or clarification be required, we will greatly appreciate if you reply to this post instead of writing a new one unless your inquiry is completely unrelated. This way we will prevent generating a duplicate post and we will not lose the train of thought.
             
            We will be looking forward to your reply.

            Best regards,

            Josh B.
            Intel Customer Support Technician
            Under Contract to Intel Corporation

            • 3. Re: Unsupported system BIOS
              thonga4

              Thanks for your support. But My problem is still not resolved. I have contacted Asrock but have not resolved yet

              So i still  need further assistance

              • 4. Re: Unsupported system BIOS
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello thonga4,
                 
                Thank you for your reply.
                 
                Please follow the guides and indications of your OEM regarding the BIOS settings necessary to use the Optane memory, a useful link that includes videos and other information from Asrock* is the following:
                 
                https://www.asrock.com/feature/IntelOptane/
                 
                As stated in our previous post if after trying this you are still not able to accelerate your HDD using Optane please reinstall your operating system.
                 
                We will be waiting for your response. If you have any questions, feel free to ask.
                 
                Best regards,

                Josh B.
                Intel® Customer Support Technician
                Under Contract to Intel Corporation
                 

                • 5. Re: Unsupported system BIOS
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello thonga4,

                  Thank you for having contacted Intel Technical Support.   
                   
                  We have not heard from you since our last communication and we would like to know if you need further assistance or if we can close this case?
                   
                  Important note: Should further assistance or clarification be required, we will greatly appreciate if you reply to this post instead of writing a new one unless your inquiry is completely unrelated. This way we will prevent generating a duplicate post and we will not lose the train of thought.
                   
                  We will be looking forward to your reply.

                  Best regards,

                  Josh B.
                  Intel® Customer Support Technician
                  Under Contract to Intel Corporation

                  • 6. Re: Unsupported system BIOS
                    thonga4

                    Can you help me test  my CPU has support to run with the Optane?

                    This is a detail log file my CPU and mainboard. I changed to another motherboard but it still failed

                    Thanks

                    • 7. Re: Unsupported system BIOS
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Hello thonga4,
                       
                      Thank you for your reply and the information provided.
                       
                      As I understand from the first logs you provided your CPU is an Intel® Core™ i7-8700K Processor and based on the new logs your new motherboard is an ASUS ROG STRIX B360-F GAMING with an Intel® B360 Chipset. This being said we recommend you to review the Software and Platform Support for Intel® Optane™ Memory that includes all the information about the supported hardware for Optane.
                       
                      In your case, it seems to be the following
                                                                       

                      Desktop Processor FamilySupported SKUsSupported ChipsetsSupported Driver Version
                      8th Generation Intel® Core™ i7 ProcessorsIntel® Core™ i7-8700K Processor
                         Intel® Core™ i7-8700 Processor
                        
                         Intel® Core™ i7-8700T Processor
                      Intel® Z370 Chipset*
                         Intel® H370 Chipset
                         Intel® B360 Chipset
                         Intel® Q370 Chipset
                      16.0.2 or later
                         *System BIOS update required. Contact Motherboard Vendor.
                       
                      We recommend you to follow your original equipment manufacturer (OEM) guidelines on how to setup Optane and your motherboard manual.
                       
                      In case that further assistance is required, we will highly appreciate if you can provide us with a new copy of the SSU logs to check your new motherboard configuration.
                       
                      We hope you find this information helpful.
                       
                      Best regards,
                       
                      Josh B.
                      Intel® Customer Support Technician
                      Under Contract to Intel Corporation

                      • 8. Re: Unsupported system BIOS
                        thonga4

                        Here is new SSU. Thanks

                        • 9. Re: Unsupported system BIOS
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello thonga4,
                           
                          Thank you for your reply.
                           
                          In order to further assist you we will like to know the following information:
                           

                          • Did you reinstall your OS after switching the motherboards?
                          • Did you leave the unallocated space of at least 5MB on the booting HDD (Samsung SSD 850 EVO 120GB)?
                          • Is the error the same as before when trying to accelerate your secondary drive or is the system giving you a new error code?
                          • Can you provide us with a screenshot of the “Disk management” of windows showing all your drives and partitions?
                          • It may be possible as well that the Intel® Optane™ Memory has to be cleaned. You can clean the module following these steps:
                          -Open the Command Prompt as Administrator.
                          -Run the command diskpart.
                          -Run the command list disk. Please take note of the ID associated with the Intel® Optane™ Memory. If possible please take a screenshot of this output too as it shows useful data.
                          -Run the command select disk <ID>. Make sure to use the ID from the previous step.
                          -Run the command clean all. This will start the cleaning process on the Intel® Optane™ Memory. The process will delete all data so make sure you are selecting the correct unit.
                          -After doing this and making sure your BIOS is configured properly, try again to enable the module and let us know the results.
                           
                          We will be looking forward to your reply.

                          Best regards,
                           
                          Josh B.
                          Intel® Customer Support Technician
                          Under Contract to Intel Corporation
                          • 10. Re: Unsupported system BIOS
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello thonga4,
                             
                            Thank you for having contacted Intel Technical Support.  
                             
                            We have not heard from you since our last communication and we would like to know if you need further assistance or if we can close this case?
                             
                            Important note: Should further assistance or clarification be required, we will greatly appreciate if you reply to this post instead of writing a new one unless your inquiry is completely unrelated. This way we will prevent generating a duplicate post and we will not lose the train of thought.
                             
                            We will be looking forward to your reply.

                            Best regards,

                            Josh B.
                            Intel® Customer Support Technician
                            Under Contract to Intel Corporation