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Notebook doesn't boot after replace "Intel Rapid Storage Technology" with "Intel Optane". I only see a black screen and can't boot Win 10, Bios Setup nor System Recovery.

ABena7
Beginner
559 Views

"Intel Driver and Support Assistant Installer" asked me to uninstall "Intel Rapid Storage Technology" and install "Intel Optane" in my HP Pavilion - 14-bk003la. I didn't know it is a new driver (I think that's the problem) and now my notebook doesn't boot (not Win 10, not Win media recovery, not even Bios setup). I only see a black screen (no cursor neither). When I press Esc, I can only acces to system information (f1) and system diagnostics (f2). Not f9, f10 nor f11 (boot options, Bios Setup, Sistem Recovery).

Intel doen't give me a solution here: https://www.intel.com/content/www/us/en/support/articles/000031699/memory-and-storage.html

What can I do?

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3 Replies
Santiago_A_Intel
Employee
148 Views

Hi ABena7,

 

Thank you for contacting Intel® SSD support group with your request for assistance with your Intel® Optane™ Memory.

 

We would like to have your confirmation on if there’s an ® Optane™ Memory module installed on your system; please let us know (if available), the following information as detailed on the attached article, in order to provide additional support: https://www.intel.com/content/www/us/en/support/articles/000025532/memory-and-storage.html 

 

We will be looking forward to your reply.

 

Best regards,

 

Santiago A.

Intel® Customer Support Technician

Under Contract to Intel Corporation

ABena7
Beginner
148 Views

Thanks for the answer, Santiago.

I cant'n check that, because I'm not going to open the notebook (and the information is not outside).

But I think it hasn't an Optane Memory module. This is the Notebook description: https://support.hp.com/ar-es/document/c05559320.

Hope it helps.

Santiago_A_Intel
Employee
148 Views

Hi ABena7,

 

Thank you for your reply to Intel® SSD support group with your request for assistance.

 

As per the information found in the link you provided to us, there’s no Intel® Optane™ Memory module, installed in your system.

 

Therefore our recommendation is to request support directly from your equipment manufacturer (OEM) or the place of purchase, as it seems for your concern, it’s still under warranty and any manipulation, might void the warranty.

 

Please let us know if you might need further assistance.

 

Have a nice day.

 

Best regards,

 

Santiago A.

Intel® Customer Support Technician

Under Contract to Intel Corporation

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