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03-05-2021 03:09 PM
My Envie 15 touch smart which has 16 GB ram has 8GB ram disappeared after a long time working fine, I tested both rams separately and they both work well even when I put it in slot one or two, in the lower or the upper slot, they work, but they are no longer recognized in bio or system, only 8 GB is showing up. I ran several HP diagnostics support software from my computer and from HP website still the same, I also updated the latest Bio still does not recognize the 16 GB, I have never seen that before. I called Intel support and they said that I followed all the right steps in testing the ram. I don't know what to do anymore, I even tried to roll back a month before with a system image that I had. Still the same.
When I run diagnostic, it does not find any issue with any of the components, all fine no error whatsoever. Can someone know of a Fix?
03-12-2021 07:55 AM - edited 03-12-2021 11:56 AM
thanks for the follow-up, I don't know if it has anything to do with it, or if it is a motherboard issue, yesterday I had a big window update twice in a row, and this morning after checking my device I had 16 GB ram recognized by window 10, I was so thrilled... I was hoping it was going to remain that way the computer seems to work flawlessly, f
But I just boot up again and I am still just showing up 8 BG Ram.
What wrong with my HP Envie Laptop?
Please help anyone
Have a good day.👍
03-15-2021 08:39 AM
Welcome to HP Community!
I have gone through your Post and would like to help.
As per the Service Guide, the Notebook supports up to 16GB RAM, But the frequency same as being Support for DDR3L (1600-MHz) dual-channel
Refer to page 12 HP ENVY TouchSmart 15 Notebook PC Maintenance and Service Guide link
Hope that answers your question and you have a great day!
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03-15-2021 10:47 AM
Just to clarify, I did not upgrade the memory this is the memory that came pre-install by HP when I purchased the computer.
The problem is 8 of the GB stops to be recognized by window device property, sometimes it is recognized as 16 GB sometimes it is recognized as 8 BG without me doing anything.
Can you help with that?
Is there a fix I can do?
PS: I did not do anything, changed any part, when it started to act I just changed the ram in their upper and lower slot (reversed) to see if they both worked and they do work.
03-15-2021 04:59 PM
03-16-2021 05:59 AM
Sorry Page 12 is showing Keyboard Function Key
Item Component Description
(1) esc key Reveals system information when pressed in combination
with the fn key.
(2) fn key Executes frequently used system functions when pressed
in combination with the b key, the spacebar, or the
(3) Windows key Returns you to the Start screen from an open app or the
NOTE: Pressing the Windows logo key again will
return you to the previous screen.
(4) Action keys Execute frequently used system functions.
NOTE: On select models, the f5 action key turns the
radiance backlight keyboard feature off or on.
(5) num lk key Alternates between the navigational and numeric
functions on the integrated numeric keypad.
(6) Integrated numeric keypad When num lk has been enabled, it can be used like an
external numeric keypad.
12 Chapter 2 External component identification
03-18-2021 09:01 PM
I guess there is no fix and no one is able to find a solution for that problem, I am not happy with this issue I own several HP laptops and desktop computers and I never see that problem even in an older model, I also referred HP to a lot of users. since I paid quite a bit of money to get this Envie custom build with 16 GB ram ( see where it got me) I am not happy with HP computer now. I am not willing to pay more money to a service center, it is not an option for me, especially that a fix is not sure and it might be very expensive if it is a defective motherboard, I rather keep my money to buy a new more reliable brand computer. HP will be out of my list because of that, it does not provide proper support and build its computer with unreliable motherboard I guess. So I will have to boycott them from now on.