Cannot disable Intel Optane

Juanpa · ‎05-04-2021

I have tried disabling intel optane but the disable process never ends and shows the error message 0xa0070031, i found an article in Intel's support page, however i cannot complete this process, apparently my bios is different to the one that Intel shows in the article. My laptop is an Acer Aspire 3 A315-53g-38cq.

JosafathB_Intel · ‎05-05-2021

Hello, Juanpa.

Thank you for contacting Intel® Memory and Storage support.

As we understand, you need assistance with your Intel® Optane™ Memory. If we infer correctly, we will appreciate it if you can provide us with the following information:

• Please, let us know if this Optane™ Memory came pre-installed with your PC.

• A screenshot of the “Disk Management” showing all the storage devices. To access the disk manager, you can choose from the following two ways:

# 1: Open it from the Quick Access Menu.

o Right-click the bottom-left corner (or Start button) on the desktop to open Quick Access Menu, and then choose Disk Management.

# 2: Access Disk Management via Run.

o Use Windows+R to open Run, type “diskmgmt.msc” in the empty box, and tap OK.

• We would appreciate it if you can provide us with the system details by extracting the SSU logs.

1- Go to https://downloadcenter.intel.com/download/25293/ (for Windows*) and to https://downloadcenter.intel.com/download/26735/ (for Linux) download the software.

2- When you finish downloading it, open it.

3- Attach the file generated by the tool in your reply.

We strongly advise you to contact your PC manufacturer Acer*, for further instructions about your BIOS settings and compatibility.

We will follow up with you again on Friday, the 7th of May 2021, if we do not receive an answer from you. Please let me know if you would like to schedule a different date for the follow-up.

Best regards,

Jos B.

Intel® Customer Support Technician.

Juanpa · ‎05-07-2021

Hello

The laptop came with the Optane memory
Here is the screeshot of disk managment

JosafathB_Intel · ‎05-07-2021

Hello, Juanpa.

Thank you for your reply.

Based on the SSU logs and the screenshot you provide us, your Intel® Optane™ Memory is linked to the bootable storage HDD on your PC.

- "Storage"

- "Intel Optane+932GBHDD"

Capablities:"Random Access, Supports Writing, SMART Notification"

- "Caption":"Intel Optane+932GBHDD"

We advise you to follow these recommendations:

1- Please contact the OEM to get instructions on how to safely disable the optane acceleration on your PC this since the BIOS is a proprietary solution and it is different on every OEM (original system manufacturer).

2- Backup all your information and important files before attempting to disable the Optane memory acceleration from the OS with the software solution or from BIOS with your OEM help.

Attempting to remove the Optane from your system may cause your OS to do not boot and for you to lose all your data and current configuration.

We advise you to contact Acer* to get further instructions.

3- The How to Disable System Acceleration with Intel® Optane™ Memory article https://www.intel.com/content/www/us/en/support/articles/000024626/memory-and-storage.html includes some instructions that can help you to understand your OEM indications on how to disable the Optane acceleration.

We will follow up with you again on Tuesday, the 11th of May 2021, if we do not receive an answer from you. Please let me know if you would like to schedule a different date for the follow-up.

Best regards,

Jos B.

Intel® Customer Support Technician.

JosafathB_Intel · ‎05-11-2021

Hello, Juanpa.

Greetings from; Intel® Memory and Storage support.

We were reviewing your community thread, which is related to the Intel® Optane™ Memory Series. We would like to know if you were able to check the previous communication.

We will follow up with you again on Thursday, the 13th of May 2021, if we do not receive an answer from you. Please let me know if you would like to schedule a different date for the follow-up.

Best regards.

Josh B.

Intel® Customer Support Technician.

JosafathB_Intel · ‎05-13-2021

Hello, Juanpa.

Greetings from; Intel® Memory and Storage support.

We were reviewing your community thread, which is related to the Intel® Optane™ Memory Series.

Since we have not heard from you in a while, we are going to close this community thread.

If you need further assistance related to an Intel® product, please do not hesitate to contact us back by opening a new thread.

Best regards,

Jos B.

Intel® Customer Support Technician.