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CPosa1
Beginner
426 Views

Hello, When I try to connect or finish setting up my Optane memory, it keeps having this error with the code below...

Optane error.jpg

0 Kudos
10 Replies
AlHill
Super User
79 Views

Download, run, and attach (using the paperclip) the results of this utility:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

 

Then, an Intel support engineer can assist you.

 

Doc

 

CPosa1
Beginner
79 Views

Edited and attached the results of the utility, thanks for the head's up!

JosafathB_Intel
Moderator
79 Views

Hello CPosa1,

 

Thank you for contacting Intel® Memory & Storage Support.

 

To better understand your current configuration, please review and provide us with the following information:

 

•  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.

 

•  Please let us know if the Optane memory and the OS came preinstalled with your Acer* laptop.

 

•  We strongly advise you to open a ticket in parallel with Acer* to get further assistance regarding compatibility and your BIOS configuration.

 

We will be looking forward to your reply to further assist you.

 

Best regards,

 

Josh B.

Intel Customer Support Technician

A Contingent Worker at Intel

CPosa1
Beginner
79 Views

Uhh, this is my disk management below. Also, yes the laptop did come preinstalled with the optane memory. Although it was later rebooted...

JosafathB_Intel
Moderator
79 Views

Hello CPosa1,

 

Thank you for your reply.

 

Based on the screenshot you shared of your “Disk Management” seems to be that the “Disk 0” is not partitioned correctly to use Optane since the unallocated space is in the middle of the system partitions and not at the end.

 

Please follow the “Unsupported System Drive: Last Partition Unable to Resize Error” article (https://www.intel.com/content/www/us/en/support/articles/000024253.html) to try to solve this issue.

 

We advise you to contact your OEM (original equipment manufacturer) Acer* in your case, to get further assistance on how to set up your OS and BIOS to be able to activate the Optane acceleration in your PC.

 

We hope you find this information helpful. If you need further assistance please do not hesitate to contact us again.

 

Best regards,

 

Josh B.

Intel Customer Support Technician

A Contingent Worker at Intel

CPosa1
Beginner
79 Views

i did as instructed, but apparently it got worse... it's only a black screen when i booth it up, can't even start it up in safe mode.

JosafathB_Intel
Moderator
79 Views

Hello CPosa1,

 

Thank you for your reply.

 

If you are not able to boot to your OS, we advise you to run the Windows* recovery options (https://support.microsoft.com/en-ph/help/12415/windows-10-recovery-options). 

We strongly advise you to contact your OEM (original equipment manufacturer) Acer* in your case, to get further assistance on how to set up your OS and BIOS to activate the Optane acceleration in your PC.

 

Best regards,

 

Josh B.

Intel Customer Support Technician

A Contingent Worker at Intel

JosafathB_Intel
Moderator
79 Views

Hello CPosa1,

 

We were reviewing your community post and we would like to know if you need further assistance related to your Acer* PC with Optane memory or if you were able to contact your OEM (original equipment manufacturer) to get support related to your current configuration.

 

We will be looking forward to your reply.

 

Best regards,

 

Josh B.

Intel Customer Support Technician

A Contingent Worker at Intel

CPosa1
Beginner
79 Views

No further assistance required, I consulted with ACER Tech support. Apparently the problem is within the disk drive itself. Apologies for being inactive in this post.

JosafathB_Intel
Moderator
79 Views

Hello CPosa1,

 

Thank you for your reply.

 

We are glad to hear that your OEM Acer* was able to assist you with the issue you were experiencing with your storage device.

 

We will proceed to close this community thread, feel free to contact us back in case that you need further assistance related to your Intel® products.

 

Best regards,

 

Josh B.

Intel Customer Support Technician

A Contingent Worker at Intel

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