Memory Installed not same then memory usable

[DV7-4190US]

Hi HP professionals

Every things happened when I tried upgrade my computer memory.

After I installed 2 memories 4GB in each memory slot, I realized in windows, computers, properties, Installed memory is 8GB ( usable 3.93 GB) after I pressed Ctrl+Alt+Del, star task manager – Physical memory: (total MB) 4029.

I did a windows memory test and it is ok. I reboot the computer press “esc”, press “F2” and tried other memory test and without error too.

In general screen on BIOS the computer recognize 8GB.

I saw configuration on msconfig => Boot => Advanced Options => Maximum memory not select.

Windows Home Premium (64 bit) is running is my notebook.

I’ve tried find manual of motherboard, but I didn’t find.

I found out  when I put just one memory in particular memory slot the computer turned on, but the monitor don’t turn on, nothing happened. It didn’t happen if I put memory in other slot.

If other slot burned, can I put 8GB in just one memory slot or each slot are limited for 4GB.

Best regards,

Luiz Dias

[DV7-4190US]

[DV7-4190US]

Memories information...in pictures above I tried Put one memory with 4 GB and other 2 GB because I thought one of my memory was burned.

[DV7-4190US]

Alguém pode responder se o Slot de memoria está queimado? E se existe limitação da mem'ria por slot? Posso colocar memória de 8GB em um slot, sendo que a capacidade do computador é 8GB (4GB + 4GB -/- 4GB por slot).

[sandytechy20 · Accepted solution]

@DV7-4190US

Welcome to the HP support community.

You can use only up to 4GB memory in one slot.

Refer to page number 3 in this service manual:- Click here

However, this seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[DV7-4190US]

I'm thinking that I need more information about it and I have tried all kinds of tools of HP Support, so if someone could explain for electrical engineer, "why computer recognize all memory but din't use that?", I will be very happy.  Also, none diagnose software detect hardware error too.

Thank you for try answer my question.

[sandytechy20]

@DV7-4190US

This might require one on one interaction to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Cheers.

[DV7-4190US]

My notebook has expired warranty so just no understand why memory is recognized but not usable by windows?  Bios recognized too, any kind of scanner HP don't identify any trouble. In other way, I had tried put just one memory in each slot and in one slot works other no. I live in Brazil and I couldn't find any place to fix it, follow your recommendation. So, what can I do?  

[Echo_Lake]

@DV7-4190US

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows)You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.

[DV7-4190US]

I will try it, if it's not work I will by other.... I hope hp sell it, other wise I should by other computer... like crazy isn't it?  My problem isn't solve but as you beg me to "Accept the solution". Well I will help you.