Troubleshoot Detection Issues with the Intel® Optane™ Memory H Series

Documentation

Troubleshooting

000033122

01/12/2021

If you encounter problems detecting the module within the supported applications or Windows® 10 utilities (such as Device Manager), here are some techniques and methods you can use to find a solution.

The Intel® Optane™ memory H Series is a hybrid solution that contains Intel® Optane™ memory media and also Intel® QLC 3D NAND media on the same M.2 device. Until the Intel® Rapid Storage Technology driver and software are installed, these will appear as two individual storage devices/drives in the OS and BIOS. See more about the product and details on how to configure a system to support.

 

Note
  • We recommend you work with your system vendor when disabling/enabling acceleration before proceeding. The platform could have customizations within the system BIOS or OS image.
  • Always back up all data before making configuration/management changes to storage devices.
  • If you are looking for assistance with detection of the Intel® Optane™ Memory M Series, see here.

 

Symptom Possible Cause Recommendation
Only able to detect the Intel® QLC 3D NAND media on the device in Windows* and the system BIOS. The system BIOS may not support the Intel® Optane™ Memory H Series.

In systems that do not support this product, the Intel® Optane™ memory media on the device will not be detected.

Confirm compatibility with the System Vendor.
Note "Intel® Optane™ Memory Ready" branding on systems does not necessarily mean that the system supports the Intel® Optane™ memory H Series. This branding relates to the M Series only.
Intel® Optane™ memory or Intel® QLC 3D NAND media on the module isn't detected in the operating system:
  • Windows (for example, Device Manager does not detect under 'Disk Drives')
  • Intel® Optane™ memory capable applications
But it is detected in the system BIOS.
The module contains old data and needs to be reset or may not have been disabled properly from an earlier volume. Refer to your system manufacturer for more details or specific guidance before proceeding to follow the steps below.
  1. Back up all data before proceeding.
  2. Enter the system BIOS.
  3. Locate the Intel® Rapid Storage Technology page.
  4. Click the Intel® Optane™ memory or Intel® QLC 3D NAND media on the module.
  5. Select Reset to non-Optane or Deconcatenate (if the volume was not disabled properly)1.
  6. If the steps above do not resolve the issue, follow the steps below to remove all partitions from within Windows:
    1. Open Command Prompt as Admin.
    2. Type diskpart and click Enter.
    3. Type list disk and click Enter.
    4. Make a note of the Intel® Optane™ Memory H Series device2disk numbers.
    5. Type select disk # for and click Enter.
    6. Type clean all1.
To re-enable acceleration, be sure to confirm all BIOS settings4 and procedure as defined by your system manufacturer. You can also refer to the Installation Guide.
Windows Device Manager and Disk Management detect the module, but  Intel® Optane™ memory capable applications do not.

Example: 'No Compatible Optane Device Found' message

System BIOS is not configured properly for acceleration and the Intel® RST controller to detect. This results in Windows managing the device as two separate PCIe* storage devices (Note: Use of the device in this state is unsupported) Refer to your system manufacturer for more details or specific guidance before proceeding to follow the steps below.
Caution

If the settings in 2a or 2b below are not right, do not change them, as this can result in the system no longer booting to the OS. The operating system will need to be installed with the proper settings. See the Installation Guide for more information

  1. Back up all data before proceeding.
  2. Confirm the following settings:
    1. Boot Option is set to UEFI and CSM is disabled.
    2. SATA Controller Mode is set to Intel RST Premium... and not AHCI.
    3. Remapping is Disabled or Not RST Controlled for both media devices on the PCIe-M.2 ports that contain the module2,3.
Only see one drive (for example, Intel Optane+477GBSSD) listed in Windows system applications, such as Device Manager under Disk Drives. No issue, acceleration is enabled properly. Open an Intel® Optane™ memory-capable application or the Intel® Memory and Storage Tool to see the individual media devices.
Device isn't detected in Windows or in the system BIOS (under the Intel® RST menu). This may be a device issue. Contact Intel Customer Support for more assistance.
Error: There are no valid disk pairs in your system This error could be related to the software being unable to resize the disk partition to add the required management data to the end of the drive. See details here on how to resolve this.

1 This process may take a few minutes and may look like the page froze. Let the process complete.
2 The Intel® Optane™ Memory H Series contains both Intel® Optane™ memory media and Intel® QLC 3D media on the same form factor. This will be recognized as two separate PCIe x2 storage devices in platforms with the supported system BIOS.
Confirm with the system vendor on specific settings.
4 Changing the SATA mode or Boot Mode requires an OS reinstallation.

Related topics
Intel® Optane™ Memory Installation Guide
Intel® Optane™ Memory Software and Drivers
Other Help and Support