6 Replies Latest reply on Oct 15, 2018 8:52 PM by Intel Corporation

    Intel Optane Memory application ran into a problem

    thanhcse

      Hi

      I have problem when I enable Optane Memory. I get the error message:  "Intel Optane Memory application ran into a problem."

      I attach the logs of Intel® System Support Utility for Windows.

       

      Any help will be appreciated.

        • 1. Re: Intel Optane Memory application ran into a problem
          bimaloy30

          well once you remove the windows recovery partition it allows optane to go to the end of the drive where it needs to be to work correctly. whether an upgrade or new install installs a recovery partition that can move the optane partition away from the end of the drive or not will be the question.

          another to solutuion is to manually change spots on the drive with the partitions which most will never be able to do.

          welcome to new technology its a always a bumpy road Notepad++ Malwarebytes FileZilla

          • 2. Re: Intel Optane Memory application ran into a problem
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello thanhcse,
             
            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, and we would appreciate if you could, please, reply to this post with the following, important, basic information:
             

            • A screenshot of the error you are experiencing.
            • If you have installed the “Intel® Optane™ Memory software suite” or the “Intel® Rapid Storage Technology (Intel® RST) User Interface” we advise you to reinstall the software.
            • If reinstalling the software does not solve your issue we recommend uninstalling the software and switching from one software to the other to check if is a matter of compatibility with a specific software
            • In case that you experienced the same issue using both software we advise you to do a backup and to reinstall your operating system (OS)
             
            We hope you find this information helpful.
             
            We will be looking forward to your reply.
             
            Best regards,

            Josh B.
            Intel Customer Support Technician
            Under Contract to Intel Corporation
            • 3. Re: Intel Optane Memory application ran into a problem
              thanhcse

              Hi Josh.B

               

              Thanks so much for the reply.

              I try reinstalled both application, but it not work. When I expand the Optane software error message, the software reopen again.

              • 4. Re: Intel Optane Memory application ran into a problem
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello thanhcse,
                 
                Thank you for your reply.
                 
                We will be reviewing the logs and the files you shared with us, and about the error 0xa0060024 that you are experiencing with the RST software. We will be back with you as soon as we have additional information. 

                Also, please remember that if you require more assistance or want to add additional details, we will be glad to assist you
                 
                Thank you for your patience and understanding.
                 
                Best regards,
                 
                Josh B.
                Intel® Customer Support Technician
                Under Contract to Intel Corporation
                 

                • 5. Re: Intel Optane Memory application ran into a problem
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello thanhcse,
                   
                  Thank you for your patience.
                   
                  In order to further assist you and to continue with the troubleshooting we need you to follow this recommendation:
                   

                  • Update your BIOS to the latest version available on your OEM website.
                  • The version available from the drivers in your OEM website is the 16.5.0.1027. We advise you to install this version in your system.
                  • Based in the SSU logs you provided your motherboard model is displayed as a B360M D3H-CF we will like to know if this information is correct.
                   
                  If after following these steps you still experience any issue, please, provide us with a screenshot of the error.
                   
                  We will be looking forward to your reply.
                   
                  Best regards,

                  Josh B.
                  Intel® Customer Support Technician
                  Under Contract to Intel Corporation
                  • 6. Re: Intel Optane Memory application ran into a problem
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello thanhcse,

                    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