HP ENVY 13 X360 more than 10gb of RAM hardware reserved

[Yuriy_MIneev]

Dear Experts!

Just before holidays I've bought  HP ENVY X360 - 13-ar0009ur laptop by specification it has 16gb of RAM, BIOS also write that it is 16gb installed, but the system reserved more than 10gb of RAM. I found also that this is not an problem of operating system, but BIOS issue, because it is showing me excactly the same free memory (5,78gb) avalible during memory scaning. All system tests from HP telling me that it is everything ok with my system. So it looks like I have only 8gb RAM with 2gb reserved by video card (this I understand). So instead of 16gb according to specs, I received laptop only with 6gb

 

So the main question is this an BIOS FW issue and I can just wait for BIOS new revision released (I have already installed all updates and also tried to write older BIOS version but unfortunatelly it did not help) is HW Issue and I need to return it?

[Yuriy_MIneev]

Does sombody know what's the issue? I have doubts, because I have chosen this model due to HP specification, but then I come to the shop, in the Shop's data I should have 8gb of memory installed.

[Echo_Lake]

@Yuriy_MIneev
Thank you for posting on HP Support Community.

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Yuriy_MIneev]

Thank you very much for reply! Now I took decision to keep this laptop and do not return it back to shop, because I like it very much and I do not see any other model to change and similar laptop available, and already time to change - since 8-th I will be far from Russia, but I will have opportunity next week to visit HP service center in Jakarta, I hope they help me with the memory issue.

As soon as I will solve the memory issue I will write all details there.

[Echo_Lake]

@Yuriy_MIneev

Thank you for posting back. 

Work on it as per your convenience and please feel free to contact us here anytime you need any further assistance.

Have a nice day! 

[Yuriy_MIneev · Accepted solution]

Reflashing BIOS in cervice senter helps. Now I have 13,9 GB of available memory, and 2,1 HW reserved, that's OK. Thanks to HP programmers who released the updated bios version.

[Echo_Lake]

@Yuriy_MIneev
Thank you for posting back. 

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.

Have a nice day ahead.