Resolve Detection Issues with Intel® Optane™ Memory

Documentation

Troubleshooting

000025194

10/05/2020

While enabling system acceleration, you may encounter problems detecting the module within the:

  • Intel® Optane™ memory capable applications
  • Windows® 10 utilities (such as Device Manager)

Some common symptoms are described below. Causes and recommended steps to resolve are explained.

Note
  • Refer to your system manufacturer for more details or specific guidance before proceeding to follow the steps below
  • Back up all data before proceeding

 

Symptom 1: Module isn't detected in either Windows* (ex. Device Manager under 'Disk Drives') or the Intel® Optane™ Memory application. But is detected in the system BIOS

This may be due to the module still containing old data from an earlier volume. In this case it would need to be reset.

Recommended Steps to Resolve

Option 1: Reset the device through the Intel® RST or Intel® Optane™ Memory and Storage Management application

  1. Uninstall the Intel® Optane™ Memory application, if installed.
  2. Install the Intel Rapid Storage Technology Application 'SetupRST' or the Intel® Optane™ Memory and Storage Management Application from the MS Store*.
  3. Open the application.
  4. Select/Highlight the device and click the option to 'Clear Metadata'.
  5. Reboot system.

Option 2: Reset the device through the BIOS

  1. Enter the system BIOS.
  2. Locate the Intel® Rapid Storage Technology page.
  3. Click the Intel® Optane™ memory module.
  4. Select 'Reset to non-Optane' or 'Deconcatenate' (if the volume wasn't disabled properly).
  5. Alternatively follow the steps below to remove all partitions:
    1. Open Command Prompt (Admin).
    2. Type diskpart and press Enter.
    3. Type list disk and press Enter.
    4. Note the disk index number of the Intel® Optane™ memory module.
    5. Type select disk# and press Enter.
    6. Type clean all. When complete the cursor will come back; be patient.
To re-enable acceleration, be sure to confirm all BIOS settings and procedure as defined by your system manufacturer. The Installation Guide can also be referenced.
Note Changing the SATA mode or Boot Mode requires an OS reinstallation
Symptom 2: Windows* Device Manager and Disk Management detect the module, but the Intel® Optane™ memory supported applications do not.

This is can be due to an improperly configured system BIOS. The Windows apps may be detecting the devices, as the Microsoft NVMe* driver has been loaded. But if the device is not properly configured (remapped) to be controlled by the Intel® RST driver, the software will not detect it.

Confirm Remapping is Enabled for the PCIe-M.2 port that contains the module. The location and name of this setting in the BIOS can vary, check in the system user manual for the correct field for your system

If the settings were correct and the issue isn't resolved, check the following settings in the system BIOS:

  • SATA mode is an Intel® Optane™ memory Enabled selection, not AHCI.
  • UEFI is selected as the Boot option for storage devices, CSM is disabled.
If any of the above settings weren't correct, make the proper changes and reinstall the OS2.
Note Changing the SATA mode or Boot Mode requires an OS reinstallation

 

Related topics
Intel® Optane™ Memory Installation Guide
Intel® Optane™ Memory Software and Drivers
Troubleshoot Detection Issues with the Intel® Optane™ Memory H Series
How to Install and Use Intel® Optane™ Memory (Videos)
Frequently Asked Questions for Intel® Optane™ Memory
Other Help and Support