Issue installing RST on Z590 chipset motherboard

[BilTheGalacticHero]

I'm having an issue installing RST on my Z570 based computer.  I suspected a RAID issue and when I tried to run the already installed RST/Optane application it crashed every time.  I uninstalled and reinstalled the latest version and even though the installation proceeds normally, after rebooting the application is not installed.

However, I created a new user on the computer and installed the application there and after a reboot it works as expected.

I'm pretty stumped at this point.  The driver is installed but I cannot get the application working and I really need it to monitor the array.

Any suggestions?

Thanks.

[StanleyB_Intel]

Hello BilTheGalacticHero,

Thank you for posting in our Community.

I understand you are having issues with RST installation on your Z590 series motherboard. To help me narrow down the cause and find a solution, could you please provide information regarding this:

• May I know where you downloaded your Intel® RST application?
• What version is your Intel® RST application (you can check this under your Windows Apps list)
• What is the Intel RST driver/controller version listed in Device Manager?
• Do any error messages appear during the crashes?
• What other troubleshooting have you done besides rebooting your system?
• Would you be able to share the System Support Utility (SSU) logs?

Here's a quick guide on using the Intel SSU: Intel® System Support Utility for Windows*

1. Download and launch SSU.exe.

2. Check the box for "Everything."

3. Click "Scan."

4. When the scanning is complete, click "Next."

5. Click "Save."

6. Please send the saved file here.

Once I have this information, I will be glad to guide you on the best next steps and determine what can be handled. If you have any questions, please let us know. Thank you.

Best regards,

Stanley B.

Intel Customer Support Technician

[BilTheGalacticHero]

Hi Stanley,

I've tried the same RST version from both the Intel site and the Asus site.  The actually installation applications appear to be the same from both sources.

The driver version is 18.37.6.1010.

The product version is 18.1.1042.0

No error message appears.  After installation and a reboot the Optane/RST application is not listed as an installed application.  Before I attempted to reinstall the application I got error code 0xa0080000 when trying to run it.  I created a new user on the computer and installed Optane/RST there and after a reboot the software was listed and ran as expected. 

Optane/RST used to function normally and I'm at a loss to explain what is going on.  SSU logs uploaded.

Thanks!

[StanleyB_Intel]

Hello BilTheGalacticHero,

Thank you for responding. Since you were able to install Optane/RST successfully using a different user account on the same computer, it's possible the application failed to install correctly under your former user profile.

Important: Please back up all your data files before attempting these suggestions.

Try disabling Acceleration (if currently enabled):

1. Access your system BIOS
2. Navigate to the Intel® Rapid Storage Technology menu
3. Select the Intel Optane Memory volume
4. Choose the option to deconcatenate
5. Make sure to select Preserve Data. This will migrate the data from your volume back to the higher capacity drive that was being accelerated
6. Select Start deconcatenation
7. Uninstall the related application, then reinstall it

This error can also occur if the drive to be accelerated already contains additional boot partitions or an old RAID volume. These should be deleted to maintain stable operation.

Potentially, Error Code 0xa0080000 suggest that The Intel® RST driver/controller software needs updating. Please try the drivers from this link if it works: Intel® Rapid Storage Technology Driver Installation Software with Intel® Optane™ Memory (10th and 11th Gen Platforms)

You can check this public article regarding this issue: Error Codes 0xA0070021, 0xA0080003, 0xA0080005, 0xA0080006, or...

Best regards,

Stanley B.

Intel Customer Support Technician

[BilTheGalacticHero]

Good afternoon,

Acceleration is not being used.  The system has two RAID-1 volumes and a non-RAID disk.

The RAIDs are working but I cannot install the RST application in my main user account.  There is no error code.  The application just isn't there after installation.

What could be causing this and how would I go about troubleshooting that?

Thanks

[StanleyB_Intel]

Hello BilTheGalacticHero,

I've taken note of this issue and will conduct a thorough investigation. You can expect an update from me as soon as I have more information available. 

Best regards,

Stanley B.

Intel Customer Support Technician

[StanleyB_Intel]

Hello BilTheGalacticHero,

I suggest installing the RST drivers (Version 18.6.1.1016) from your motherboard manufacturer's support website: PRIME Z590-P｜Motherboards｜ASUS Global

I would also like to verify if you're using a VHD setup for the other user profile that's experiencing this issue?

Please inform me if you notice any changes or improvements after implementing this recommendation.

Best regards,

Stanley B.

Intel Customer Support Technician

[BilTheGalacticHero]

I tried the Asus version as well.  Same result.

But...  you bring up something interesting.  The Windows profile that is not working has Hyper-V enabled.  The virtual machine is not running however.  I never knew there was any kind of issue between RST and virtual hard drives.

But, again, the VM isn't running so...

Thoughts?

[JeanetteC_Intel]

Hello BilTheGalacticHero

Thank you for sharing this information.

We'll check on this internally for now to investigate any potential interactions between Intel RST and Hyper-V configurations. An update will be shared as soon as it becomes available.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello BilTheGalacticHero,

As we are currently investigating this issue, we need your help with the following:

• The exact steps to reproduce the problem you're experiencing
• If possible, a video recording demonstrating the issue (this would be extremely helpful for our technical team)

This information will be used to replicate the issue using our available systems and provide you with an accurate solution.

If video recording isn't feasible, detailed step-by-step written instructions with screenshots would also be valuable.

Looking forward to your reply soon.

Best regards,

JeanetteC.

Intel Customer Support Technician

[BilTheGalacticHero]

Here's a step by step rundown of the issue.

• I suspected a RAID issue so I tried to launch RST which was previously installed and operating properly.
• When launching RST/Optane I got error 0xa0080000 and it crashed.
• I uninstalled RST and then reinstalled.  After installation and the required reboot, RST is not listed as an install program wither in setup or the start menu and cannot be executed.
• I created a new user account on the computer, logged into that account and installed RST.  After the required reboot RST was installed as expected and working as expected.
• Going back to the main user account, I still cannot get the RST application to install or function.  The drive is installed and the RAID is working as expected.

The system has two M.2 SSDs as RAID-1 for the operating system and two SATA HDDs are RAID-1 for storage.

Please let me know if you need any more information and thank you!

[StanleyB_Intel]

Hello BilTheGalacticHero,

Thank you very much for providing the steps to reproduce the issue. I would like to request a comprehensive video recording demonstrating how to recreate the problem, including the new user account setup. This will be extremely valuable in pinpointing the exact cause of the issue.

Best regards,

Stanley B.

Intel Customer Support Technician

[StanleyB_Intel]

Hello BilTheGalacticHero,

I'm checking in to see if you've had the opportunity to record the requested video. If you need more time or any assistance to complete this, please don't hesitate to reach out.

Best regards,

Stanley B.

Intel Customer Support Technician

[BilTheGalacticHero]

Hi Stanley,

I have not been able to produce a video yet.  However I still don't understand what you expect to see different from my description.  The software installs normally but isn't installed afterwards.  Not in the Apps list, not in the Start Menu.  A video of a program not being installed isn't super helpful.  As for the new account, I just went to Settings, Accounts, Other Users and created a new local account and set the account as an Administrator.  After that I simply logged out of my account, logged into the new account and installed RST.  After the reboot, I logged into the test account again and RST was installed and operating correctly.

Obviously the issue lies with my main account but I can't see how.  Did the system information I uploaded provide any clues?

Thanks

[StanleyB_Intel]

Hello BilTheGalacticHero,

I have tested the steps you outlined internally, unfortunately, there is difficulty reproducing the issue reliably. Having video footage available would give a clearer visibility into the problem.

The system information you shared remains valuable for our testing purposes, and I'm grateful for your cooperation on this issue. At this time, the investigation is ongoing and I will update you once the recording is obtained.

Best regards,

Stanley B.

Intel Customer Support Technician

[StanleyB_Intel]

Hello BilTheGalacticHero,

I wanted to see if you've been able to complete the requested video recording. I look forward to your feedback when you have a moment.

Best regards,

Stanley B.

Intel Customer Support Technician

[StanleyB_Intel]

Hello BilTheGalacticHero,

Since I haven't received a response from you, I will be closing this inquiry. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Best regards,

Stanley B.

Intel Customer Support Technician