Resolve Detection Issues with Intel® Optane™ Memory

Documentation

Troubleshooting

000025194

05/31/2019

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)

Here are some techniques and methods you can use to resolve detection issues with Intel® Optane™ memory.

Symptom Possible Cause Recommendation
Module isn't detected in either the operating system:
  • Windows* (for example, Device Manager does not detect under 'Disk Drives')
  • Intel® Optane™ memory-capable applications

But 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. Backup all data before proceeding.
  2. Enter the system BIOS.
  3. Locate the Intel® Rapid Storage Technology page.
  4. Click the Intel® Optane™ memory module
  5. Select 'Reset to non-Optane' or 'Deconcatenate' (if the volume wasn't disabled properly)1.
  6. Alternatively, or if the above steps don't resolve the issue, 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. Make reference of the Intel® Optane™ memory module disk number.
    5. Type 'select disk#' for 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 settings2 and procedure as defined by your system manufacturer. The Installation Guide can also be referenced.
Windows* Device Manager and Disk Management detect the module, but the Intel Optane memory or Intel RST application don't. System BIOS is not configured properly for acceleration and the Intel® RST controller to detect. The windows apps may be detecting the devices, as the Microsoft NVMe* driver has been loaded. Refer to your system manufacturer for more details or specific guidance before proceeding to follow the steps below.

Backup all data before proceeding.

Confirm Remapping is Enabled for the PCIe-M.2 port that contains the module.

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.

1 This process may take a few minutes and may look like the page froze. Let the process complete.

2 Changing the SATA mode or Boot Mode requires an OS reinstallation

Related topics
Intel® Optane™ Memory Installation Guide
Intel® Optane™ Memory Software and Drivers
How to Install and Use Intel® Optane™ Memory (Videos)
Frequently Asked Questions for Intel® Optane™ Memory
Other Help and Support