2GB onboard ram missing

[michelle787878]

Hi just bought this a week ago, noticed it was struggling way too much with just a single web page open. ram usage is up around 40% with nothing open, just windows and Malwarebytes running background stuff. Checked system info and has 8gb installed, 6gb physical, just over 3gb available. Bios doesn't say much but it sees 8gb. Found another forum where a guy had the exact same problem with a 12gb Envy that went funny after a windows update and was only showing up 2gb installed, a repair install of windows fixed his, but I tried that today and it hasn't changed. 

[Paul_Tikkanen]

Hi:

It probably has to do with the info at the link below...

https://support.hp.com/us-en/document/c06526774

This seems to only apply to models with AMD processors and chipsets.

Info on Microsoft PlayReady.

https://www.microsoft.com/playready/overview/

[michelle787878]

hi, Im aware the available memory should be at least 2gb lower than the installed, windows takes up available memory. There's a problem with the physical memory having 2gb less than it should, and therefore the available memory is also 2gb less than it should be.

I just don't know if its a software issue, or 2 of the ram chips have actual defects?

[Paul_Tikkanen]

Hi:

The installed physical memory shown in your screen shot is 8 GB, which is what it is supposed to be.

It comes with 8 GB of non-removable memory.  The memory module itself cannot be replaced.

https://support.hp.com/au-en/document/c06060294

The total of 5.96 physical memory is due to the link I posted.

It is not possible for 2 GB of the 8 GB not to work anymore.

The memory either works, or it doesn't.  Parts of it don't go bad.

If you don't agree with what I have written, please call HP technical support and submit a support case under the warranty, because the motherboard would have to be replaced.

Step 1. Open link:  https://www8.hp.com/au/en/contact-hp/contact.html
Step 2. Enter the Product number (4NL18PA) or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number

[michelle787878]

its supposed to have 

installed ram: 8gb

Total physical ram: 7.95gb (give or take a few second decimal places)

available ram: 5 point something gb

the article you posted is still about AVAILABLE physical ram, yes the available ram is supposed to be lower

[michelle787878]

sorry for being rude. I suspect its a windows issue, are there any suggestions, a second repair install? a clean install? update bios?

[Paul_Tikkanen]

Hi:

You can try a clean install of W10, but I don't think that's going to make any difference.

The BIOS update...all it indicates is that it provides support for 10 v1909. 

I don't see how W10 1909 being such a small feature update, could have caused that memory problem.

https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-envy-13-ag0000-x360-convertible-pc/202...

I suppose you have nothing to lose by updating the BIOS, or reinstalling W10, or both.

[michelle787878]

Thank you, I just realized I never checked for updates after the repair, hopefully that does the trick because it definitely worked for this guy

https://forums.tomshardware.com/threads/solved-total-physical-memory-2-1gb-much-less-than-installed-...

[Paul_Tikkanen]

You're very welcome.

I sure hope it is something a simple as that, but I am skeptical.

Please let us know if updating the BIOS resolved the problem.

[Paul_Tikkanen]

This is why I believe that the problem you have is related to the document I posted.

The person is reporting the same issue as you...Physical 8 GB of memory installed is 2 GB less than the physical memory reported...

https://h30434.www3.hp.com/t5/Desktop-Hardware-and-Upgrade-Questions/RAM-issue/m-p/7464155#M184818

The desktop model has an AMD Ryzen processor and chipset, just as your notebook does.