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CBrac
Beginner
3,025 Views

Freezes just after login, 32GB Optane, Win 10, 12GB RAM, HP 590-p0066

I've got an HP Pavilion 590-p0066 running Windows 10 64 bit with 12GB RAM, i5-8400 chip, and 1TB drive that's a few months old.

I've reloaded Window 3 times, installed and removed the Optane chip several times, and FINALLY got the installer to run and the software to connect and configure the Optane to the hard drive.

NOW, just after I login into the system, it freezes. I try to do anything more than start a program or access menu and I get a perpetual blue spinning circle for hours and hours.

Now what???

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25 Replies
idata
Community Manager
173 Views

Hi cebracher,

 

 

Thank you for posting in the Intel communities.

 

 

I was checking the specifications of your system in this site: https://support.hp.com/sg-en/document/c05999927, but I couldn't find any reference that indicates your system is compatible with the Intel® Optane™ Memory. My recommendation would be to contact HP directly and confirm with them if that system is compatible and considered as an Optane™ Ready system.

 

 

On the other hand, could you please run the Intel® System Support Utility (SSU) to check your system information? You can download this tool from the following site and attach the report file in your response: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-. Hopefully, there might be something we can check in the log file that could help with the configuration. Otherwise, I would contact HP for confirmation as I mentioned above.

 

 

You can check in the following site which motherboards are considered as Optane™ Ready systems: https://www.intel.com/content/www/us/en/support/articles/000024020/memory-and-storage/intel-optane-m...

 

 

I hope you find this information useful.

 

 

Have a nice day

 

 

Regards,

 

Diego V.
CBrac
Beginner
173 Views

Hi Diego,

I spoke with tech support at HP and they said that the motherboard is compatible with Optane technology and meets the requirements for its use found here....

https://www.intel.com/content/www/us/en/support/articles/000023994/memory-and-storage/intel-optane-m... https://www.intel.com/content/www/us/en/support/articles/000023994/memory-and-storage/intel-optane-m...

I will try running that app, but my system is not letting do much more than get into the desktop before it freezes or the cursor goes into an infinite loop.

By the way, NONE of the HP motherboards are listed in the list of compatible boards because HP customer service has not communicated with Intel regarding Optane technology yet.

Thank you,

Chris

**UPDATE**

I CANNOT run that utility, the system freezes before I can open the USB drive I loaded it onto. Is there a way to run it or a similar program via the BIOS or some other PRE-system load stage?

idata
Community Manager
173 Views

Hi Chris,

 

 

Unfortunately the only way to run it is from Windows*.

 

 

Can you try to disable the module from the Intel® Optane™ Memory application?

 

 

Hopefully the system will let you do this before it freezes.

 

 

Regards,

 

Diego V.
CBrac
Beginner
173 Views

That was one of the first things I tried, but the software won't let me get past finishing the Enabling portion. It's just runs and eventually freezes at some progress point like "19%".

I'm about ready to just wipe the drive and reload the system rather than wait the 24-48 hours for the callback from HP.

I'd rather have a working computer and NO Optane.

Let me switch gears for a moment...

How important is that 5MB or bigger section of "Unassigned hard drive space" partition in order to install the software and configure the Optane correctly? So far, that's the ONLY thing that I can figure out that may be stopping the Optane from working correctly.

idata
Community Manager
173 Views

I understand you Chris.

 

 

If this is the scenario, then the only option we could try is to disable the Intel® Optane™ Memory from BIOS, however this process may end in a non-bootable system and a re-installation of the Windows* OS may be required, which means that you may lose your data.

 

 

I have found in the HP support site the process to disable the module from BIOS. According to the site, the process should work for your system model so we can try it. Please follow the steps in this site: https://support.hp.com/gb-en/document/c06101701 https://support.hp.com/gb-en/document/c06101701

 

 

Just follow the steps under the Procedure 1 and Procedure 2. The Procedure 1 explains how to disable the module while the Procedure 2 explains how to recover the system if Windows* doesn't load after disabling the module.

 

 

There is a third procedure to re-enable the module, but before trying that we can take a look at the system with the utility I mentioned at the beginning and make sure everything is in order.

 

 

Please try this and let me know if it worked. If you are not able to recover the system or to boot Windows* after disabling the Intel® Optane™ Memory, you would have to re-install Windows*.

 

 

Regarding to the 5MB space, it's necessary for the module to work properly. You can check the requirements from the OS side for the module to work properly in the following guide (page 5): https://www.intel.com/content/dam/support/us/en/documents/memory-and-storage/optane-memory/intel-opt... https://www.intel.com/content/dam/support/us/en/documents/memory-and-storage/optane-memory/intel-opt...

 

 

If you don't have that space reserved in the drive, then you will probably have to re-install Windows* anyways making sure that you leave an unallocated space for this purpose at the end.

 

 

If you will go with the re-installation process, make sure to disable the Intel® Optane™ Memory first from BIOS, otherwise we should face other issues because the module will still have data from the first Windows* installation. Additionally, I recommend you to disconnect the module once it has been disabled and then re-install the OS with the module disconnected. Once you have your system working, we can check the configuration and then connect the module again in order to set it up.

 

 

I'll be waiting for your response. If you have any doubts, please feel free to ask. I'll try to help you in any way I can.

 

 

Have a nice day.

 

 

Regards,

 

Diego V.
CBrac
Beginner
173 Views

Right at this moment (1:31pm PST) I'm in the middle of a full disk erase and system reload. It's been going for over 20 minutes so far, but at one point (after a couple of auto restarts) I noticed that the screen said "Optimizing hard drive for Optane" in white print with a black background and a numerical percent progress bar.

It's since restarted again wit HP Recovery software ware taking over again and the a set of visual progress bars working.

If this install does not work, I will try the methods you just described in order to remove the Optane and reload the system once again.

I read that PDF (Intel Optane Memory Installation Guide) when I was initally trying to debug the Optane installation which is how I found out about the Unallocated Hard Drive Space to begin with.

Can you find me instructions for HOW TO CREATE that space?

Chris

idata
Community Manager
173 Views

I don't have like a set of instructions for creating that unallocated space in the drive, however you should be able to do it when you are installing the OS. During the process, you can create the partition in the drive. You just need to create one of at least 5MB.

 

 

The following image shows where you have to create the partition: https://filestore.community.support.microsoft.com/api/images/976b8189-cd89-4f13-89c4-04f9f8f2b622 https://filestore.community.support.microsoft.com/api/images/976b8189-cd89-4f13-89c4-04f9f8f2b622

 

 

You will probably see different partitions as you already have some ones in your drive due to the previous OS installation. You would have to format them before re-installing the OS. There, you can create a new one of the desired space, in this case 5MB at least, and install the OS in the remaining partition.

 

 

I hope this is clear enough.

 

 

Have a nice day.

 

 

Regards,

 

Diego V.
CBrac
Beginner
173 Views

OK, the system recovery finished and my computer is operating again BUT with the Optane installed.

I HAVE NOT installed any software for the Optane yet, should I to verify that its working?

I realize that the Optane memory takes some time to learn my habits before I see any speed increase, what should I do? I have no idea if its actually do anything or not.

I was NOT given any partition choices or options during the System Recovery process. I just check the Disk Management program and I DO NOT have the "Unallowcated" section that is shown on page 5 of the installation guide here...

https://www.intel.com/content/dam/support/us/en/documents/memory-and-storage/optane-memory/intel-opt... https://www.intel.com/content/dam/support/us/en/documents/memory-and-storage/optane-memory/intel-opt...

Chris

CBrac
Beginner
173 Views

Here are my partitions after the factory reset...

idata
Community Manager
173 Views

Hi Chris,

 

 

It's great that the system is working again.

 

 

The unallocated space at the end is used in case you use all the space available in your drive. You may not see any issue now, but depending on how much space you are using, then you may get issues. That's why it's recommended to reserve that space from the very beginning.

 

 

You are correct when saying that the Intel® Optane™ Memory takes some time to learn your habits. Check below the information from the FAQ section: https://www.intel.com/content/www/us/en/support/articles/000024018/memory-and-storage/intel-optane-m...

 

 

Can I see performance improvement immediately after enabling Intel® Optane™ memory?

 

Within three boot cycles after enabling Intel® Optane™ memory, it takes less time to boot to the OS. For applications and files, Intel® Optane™ memory automatically learns your computing behaviors to accelerate frequently used applications.

 

 

Regarding to the application, I strongly recommend you to install it. The application allows you to enable or disable the module properly and safety. You can download it from the following site: https://downloadcenter.intel.com/download/28072/Intel-Optane-Memory-User-Interface-and-Driver-for-Sy... https://downloadcenter.intel.com/download/28072/Intel-Optane-Memory-User-Interface-and-Driver-for-Sy...

 

 

Once you installed the application, check if the module is indeed enabled in your system after performing the recovery process.

 

 

I hope this information helps you. Let me know if there is anything else I can help you with.

 

 

Have a nice day.

 

 

Regards,

 

Diego V.
idata
Community Manager
173 Views

Chris,

 

 

Now that the system is working again, try to run the utility I mentioned at the very beginning to check the configuration: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

 

 

Make sure to run the full report and attach the file here.

 

 

Regards,

 

Diego V.
CBrac
Beginner
173 Views

I ran the SSU and I'm attaching the report plus submitting it online. It says that the Optane is installed.

CBrac
Beginner
173 Views

I tried to run the installer, but it says that...

"The Intel Optane memory application cannot be installed together with the Intel Rapid Storage Technology.

To continue, please uninstall Intel Rapid Storage Technology and restart the installation process. Visit www.intel.com/support/optanememory for more information."

idata
Community Manager
173 Views

Hi Chris,

 

 

Thank you for the screenshot. It looks indeed that the Intel® Optane™ Memory is enabled and working.

 

 

The message you got means that you already have the RST application which is basically the same application you tried to install. You can enable or disable the module from the RST application so there is no need to install the Intel® Optane™ Memory application as both work for our purposes.

 

 

Try running the RST application and see the module details there. This is the application you should have already installed in your system according to that message: https://downloadcenter.intel.com/download/27984/Intel-Rapid-Storage-Technology-Intel-RST-User-Interf...

 

 

Regards,

 

Diego V.
CBrac
Beginner
173 Views

OK, so YES, the RST application works and displays everything INCLUDING being able to DISABLE Optane should I need to....

Should I stay with the RST app or would it be better to have the Optane app. I DO NOT have a RAID attached to my system.

Also, as you mentioned earlier, I still need to address the unallocated partition issue, what do I do about that?

CBrac
Beginner
173 Views

OK, here's where things stand...

I used a disk partition utility called MiniTool Partition Wizard to create a 1GB Unallocated partition at the end of the Recovery D: partition...

The Utility would not let me make one any smaller. I hope this is OK and will serve the needs of the Optane memory

Should I be OK now?

I'm going to also double check with the HP technician to make sure that I have not screwed up something in my System configuration or future Recovery efforts.

Chris

**EDIT**

While replying to the HP technician, I realized something. To match the hard drive partition configuration in the Optane instructions PDF on page 5...

https://www.intel.com/content/dam/support/us/en/documents/memory-and-storage/optane-memory/intel-opt... https://www.intel.com/content/dam/support/us/en/documents/memory-and-storage/optane-memory/intel-opt...

...the Unallocated partition is right after the C: (bootable portion) of the drive.

So which factor is the critical one, that the Unallocated partition be AT THE END of the drive, OR, that it be just after the C: drive as indicated in the PDF instructions?

HP computers have a D: drive/partition that contains the System Recovery data, again see image above.

Thanks,

Chris

idata
Community Manager
173 Views

Hi Chris,

 

 

Thank you for the information.

 

 

From the pictures attached, I don't see anything wrong. It's great that you were able to create the unallocated space without re-installing the OS. That one should work. The Intel® Optane™ Memory requires at least 5MB, but if you have more space like 1GB is OK too. As far as I know and according to what I've seen so far, the reserved space must be on the drive where the OS is installed, so it's OK if it appears after the C: or D: partition in your case. Actually, I'm not sure if that space can be "moved" or if it appears always at the end.

 

 

Regarding the RST application, you can keep using it. What you need is only to enable or disable the Intel® Optane® Memory and both applications work for that purpose. The only difference between them is that the RST application includes more features/options for RAID arrays. If I were you, I won't change the application, but it's up to you if you prefer using the Intel® Optane™ application instead.

 

 

If you want to change, my recommendation would be to disable the Intel® Optane™ Memory first, then uninstall the RST application so that you can install the Intel® Optane™ application, and finally enable again the module from the new application. However, everything will work if you continue using the RST application.

 

 

I hope I have clarified all your concerns. If there is anything else I can help you with, feel free to ask.

 

 

Have a nice day.

 

 

Regards,

 

Diego V.
CBrac
Beginner
173 Views

Hi Diego,

Thank you for your reply and your input. In an email that the HP technician sent that I did not read until AFTER I had created the partition, he specifically said to use space from the C: drive.

I asked him to confirm that is SHOULD be the C: drive space used and not the D: Recovery drive space.

But in consideration of your input, I think I will change it. I will delete (add back) the unallocated space from the D: partition and then create a new one from the C: drive partition.

By the way, the Customer Service people at HP said that they are going to document this issue so that they can properly address Optane issues and questions in the future. I hope this means that they are also going to contact Intel so the HP manufactured motherboards can be added to the "approved list" that Intel has posted.

Please keep this case open for at least another day or so as it will take me that long to finish rebuilding my system and get things back to "normal" with the Optane installed and running.

I will let you know when everything is reinstalled and I have rebuilt my data files. My computer only has its base system and factory configuration right now (9:29PST).

Chris

CBrac
Beginner
173 Views

Hi Diego,

The HP technician confirmed the partition configuration, so I went ahead and created one using the C: drive partition and just merged the previous one back into the D: drive.

Here is the new configuration...

The Optane installation instructions...

https://www.intel.com/content/dam/support/us/en/documents/memory-and-storage/optane-memory/intel-opt... https://www.intel.com/content/dam/support/us/en/documents/memory-and-storage/optane-memory/intel-opt...

...should really be updated to address OEM motherboards and configurations from companies like HP, Dell, and others have recovery partitions like I had to contend with.

The HP technician inferred that using the D: drive/partition to create this Unallocated space could lead to problems in the future.

So I think I'm OK now, but again please leave this case open until I get the rest of my system reloaded and running.

I'm sticking with the RST application for now. Honestly I don't want to risk messing with a stable system, but if I should need a particular function of the Optane Memory utility in the future, its good to know that its fairly straightforward to switch. Thank you for letting me know about disabling the Optane before I uninstalled one and installed the other. It makes sense, but I would not have thought to do it on my own.

Thanks,

Chris