Intel® Optane™ Memory
Support for Issues Related to Intel® Optane™ Memory
Announcements
Want to learn how Intel® Optane™ Memory can help your business? Talk to our Expert!

Looking for our RealSense Community? Click HERE

The Intel® SSD Toolbox and Intel® Data Center Tool are now End-Of-Life, see for more information and replacements tools here
1352 Discussions

傲腾内存加速机械硬盘,意外断电后,机械硬盘丢失。清理元数据后恢复。请问傲腾内存是否存在意外非正常断电导致的机械硬盘丢失情况,如果机械硬盘是系统盘的话,是否会导致系统无法进入。

朱春辉00
Beginner
4,187 Views
 
0 Kudos
1 Solution
BrusC_Intel
Employee
3,957 Views

Hello, 朱春辉00.

 

Thank you for the response.

 

I still cannot see your attachments/screenshots, I think you mentioned that this could be due to the messaging method you are using.

 

I will try to contact you privately via the e-mail you registered in the system.

 

Best regards,

 

Bruce C.

Intel Customer Support Technician

A Contingent Worker at Intel

View solution in original post

0 Kudos
13 Replies
BrusC_Intel
Employee
3,957 Views

Hello, 朱春辉00.

 

Thank you for contacting Intel Community Support.

 

Please be aware that community support is provided in English only and the use of the translator is required.

 

I understood that you had one HDD being accelerated by Optane Memory and the HDD failed after a power failure, but the Optane Memory is working fine after clearing the metadata.

 

Now you want to know if the operating system is at risk if the Optane Memory fails while it is accelerating the system drive, is this correct?

 

If what I understood is correct, the operating system may not be able to recover if the Optane Memory module fails and your computer will not be able to boot. In some rare scenarios, Windows will try to repair itself and succeed, but this is not for sure, it is always recommended to keep a backup of your information.

 

Let me know if this is what you needed to know.

 

Best regards,

 

Bruce C.

Intel Customer Support Technician

A Contingent Worker at Intel

0 Kudos
BrusC_Intel
Employee
3,957 Views

Hello, 朱春辉00.

 

I wanted to follow up on your ticket to check if you still need assistance.

 

Please let us know if further assistance is required.

 

Best regards,

 

Bruce C.

Intel Customer Support Technician

A Contingent Worker at Intel

0 Kudos
朱春辉00
Beginner
3,957 Views

因为不擅长英文,所以只能中文表述。谢谢

电脑硬件:cpu 8700k 主板 华硕z370 主板bios已更新官方最新版,确认支持傲腾技术,存储为 两个ssd硬盘加一个1T机械硬盘 。win10 ltsc版本

问题描述:2019年10月购买傲腾后,安装正常,用来加速​1T机械硬盘(非系统安装盘)正常。大概10月某天因电脑开机中突然断电,恢复电力后进入win10,发现1T机械硬盘系统无法识别,rst程序提示需清除元数据。清除元数据后重启,1T机械硬盘下盘符被系统识别。bios下从此无法识别傲腾内存,win10系统也无法识别傲腾内存。已尝试各种重装驱动但结果无效,也更换傲腾插口位置。

结论是:傲腾内存在使用过程中,如遇意外断电,易造成硬件损伤,bios无法使用。可靠性不足。

我的邮箱 <removed personal information>

0 Kudos
BrusC_Intel
Employee
3,957 Views

Hello, 朱春辉00.

 

Thank you for the response.

 

Now I have a better picture of your issue, thank you for the clarification.

 

I apologize for the problem you encountered with the Optane Memory, I'm glad to hear that your 1TB drive is working fine.

 

If you had the option to clear the metadata of the Optane Memory (what you did to recover the 1TB HDD), this should mean that the Optane Memory is recognized by the system, did you check if the Optane Memory was visible in the Intel RST window?

 

If I understood correctly, you already replaced the Optane Memory module, is this correct?

 

Once again, I apologize for the inconvenience, I will submit your feedback regarding what happened with the Optane Memory after the power failure.

 

Please let me know if there is anything else I can do for you.

 

Best regards,

 

Bruce C.

Intel Customer Support Technician

A Contingent Worker at Intel

0 Kudos
朱春辉00
Beginner
3,957 Views
你好: &nbsp; &nbsp; &nbsp;目前的问题是清除元数据后导致傲腾内存不被主板和windows系统识别。机械硬盘已恢复使用。尝试把傲腾内存更换到不同的接口也仍无法识别。无法判断是傲腾硬件故障还是系统驱动识别故障问题。
0 Kudos
BrusC_Intel
Employee
3,957 Views

Hello, 朱春辉00.

 

Since the Optane Memory must be visible in the system in order for you to clear the metadata and clearing the metadata should not cause the Optane Memory to disappear from the system, it should be recognized as a regular 16GB or 32GB SSD.

 

Please let me know the following:

  1. Full system report from the Intel System Support Utility.
  2. Screenshot from the Intel RST window.
  3. Screenshot from the disk management window.
  4. Have you tried to use the Optane Memory on a different computer? (if so, what is the motherboard model?)

 

Best regards,

 

Bruce C.

Intel Customer Support Technician

A Contingent Worker at Intel

0 Kudos
朱春辉00
Beginner
3,957 Views
你好:: &nbsp; &nbsp;附件是我的傲腾照片。
0 Kudos
朱春辉00
Beginner
3,957 Views
你好:: &nbsp; &nbsp; &nbsp;1、没有尝试更换到别的电脑上来检测此傲腾是否故障。主要是支持傲腾的硬件的电脑相对电脑。 &nbsp; &nbsp; &nbsp;2、尝试更换了傲腾在主板上的插口。经咨询华硕厂家。我的华硕Z370主板自带两个m.2口均支持傲腾,同时通过pcie转接卡也支持傲腾。但更换后主板仍无法识别傲腾。 &nbsp; &nbsp; &nbsp;3、目前无论从主板的bios界面或windows的设备管理器界面,还有第三方硬盘管理软件(DiskGenius)等界面内均无法识别到傲腾的存在。 &nbsp; &nbsp; &nbsp;4、经观察,附件的傲腾照片中红圈内疑似有外表异常,是否是断电导致的顺坏??
0 Kudos
BrusC_Intel
Employee
3,957 Views

Hello, 朱春辉00.

 

Thank you for the response.

 

Unfortunately I cannot see your screenshots/attachments, maybe there was a problem with the upload.

 

I understand that you already tested the Optane Memory in both M.2 ports (and you also confirmed that the motherboard supports Optane Memory in both).

 

Did you check the Intel Rapid Storage Technology section in BIOS (Advanced)?

 

Sometimes you will see the Optane Memory there, along with something similar to "Deconcatenate" or "Reset to Non-Optane", even if it is not recognized by Windows or other BIOS sections.

 

Try the following:

 

  1. Remove all the drives and leave just the Optane Memory in its original port (the port where it failed), this is just to make sure the port is not shared with other drives (since I cannot see your motherboard specifications).
  2. Access the BIOS > Advanced Mode > Advanced > Scroll down until you see Intel Rapid Storage Technology > You will see the available disks > Click the Optane Memory and check what options you have.
  • This is how I get there in a local ASUS machine, so I cannot say that it will be exactly the same for you, but this should give you an idea.

 

Please let me know if the drive is not visible that way.

 

Bruce C.

Intel Customer Support Technician

A Contingent Worker at Intel

0 Kudos
朱春辉00
Beginner
3,957 Views

你好:

&nbsp; &nbsp; &nbsp;1、附件是傲腾内存照片。内存上文字信息为&nbsp; Intel optane memory series Model:MEMPEK1W016GAL 16GB SN:<removed personal information>&nbsp; SA:J5997-101 FW:0311 RATED DC 3.3V 1.2A

&nbsp; &nbsp;2、主板的bios(高级)也无法检测到傲腾内存。

&nbsp; 3、 计划从朋友中借来另一块傲腾内存用来测试。

4、请问傲腾内存中 series 与m10有何区别 FW 0311和fw 0400

0 Kudos
BrusC_Intel
Employee
3,957 Views

Hello, 朱春辉00.

 

Thank you for the response.

 

Just in case, I'm still unable to see the attachments.

 

I also had to remove the SN from your previous post, please keep in mind that an SN is considered personal information since that number can be used to open a warranty claim.

 

Regarding the firmware versions you mentioned, I have no details right now, but I can tell you that the latest firmware should be K3110310 and it can be checked via Intel SSD Toolbox

  

Please let me know if you are able to test the other Optane Memory in your system, at this point, there are no other troubleshooting steps and I would recommend, so the replacement of the unit may be required.

 

Please let me know.

 

Best regards,

 

Bruce C.

Intel Customer Support Technician

A Contingent Worker at Intel

0 Kudos
朱春辉00
Beginner
3,957 Views
你好:&nbsp; &nbsp; &nbsp;我卸载傲腾驱动,重装后会出现附件中的提醒。在网上也看到很多人遇到同样的情况后就无法识别傲腾了。请问如何处理??
0 Kudos
BrusC_Intel
Employee
3,958 Views

Hello, 朱春辉00.

 

Thank you for the response.

 

I still cannot see your attachments/screenshots, I think you mentioned that this could be due to the messaging method you are using.

 

I will try to contact you privately via the e-mail you registered in the system.

 

Best regards,

 

Bruce C.

Intel Customer Support Technician

A Contingent Worker at Intel

0 Kudos
Reply