Performance issues and RAM discrepancy

[ShayeT]

I have been having significant performance issues with my laptop and noticed the memory usage maxed out regularly, when only using Chrome.

In my device System/About on my PC it says my installed RAM = 8GB, however, when I login to my HP account, it says my device has 16 GB DDR4-3200 MHz RAM (2 x 8 GB). 

I have followed all the 'memory reducing' troubleshooting steps and have worked out that the way I operate is simply memory intensive, and my device needs more RAM.

Firstly - how do i understand if a) indeed my device can access 16GB RAM, or if it is in fact b) only accessing 8GB?
Secondly - if it is b) how do I ensure it can use the 16GB of installed RAM.
Thirdly - if it only has 8GB to access, how do I add RAM?

[Kuroi_Kenshi]

Hi @ShayeT,

Welcome to the HP Support Community! 

Hey there! I see how this RAM mystery can be frustrating, your laptop saying one thing and your HP account saying another. Let's get to the bottom of this and make sure your device is running at its full potential!

Let’s go step by step to confirm your actual RAM availability and fix any potential issues.

Let's Check If Your Laptop Recognizes 16GB RAM

Method 1: Task Manager

1. Press Ctrl + Shift + Esc to open Task Manager
2. Click the Performance tab → Select Memory
3. Check Total RAM (it should say 16GB if both sticks are detected)

Method 2: System Information

1. Press Windows + R, type msinfo32, and hit Enter
2. Look for Installed Physical Memory (RAM)

Method 3: BIOS/UEFI

1. Restart your laptop and press F2, F10, or Del (varies by model) to enter BIOS
2. Look for the Total Memory section

• If it shows 16GB → Your system is recognizing both RAM sticks correctly
• If it shows only 8GB → One of the RAM sticks might not be seated properly, disabled, or faulty

Let's fix it if it is not being fully recognized

If your system only detects 8GB, try these fixes:

Reseat RAM Sticks

• Power off, unplug, and remove the back panel
• Carefully remove and reinsert both RAM sticks

Check if One Stick is Faulty

• Run Windows Memory Diagnostic
• Swap RAM sticks between slots and check if both are working

Check BIOS Settings

• Some systems have a memory remap feature—make sure it’s enabled

Ensure Your Windows Version Supports 16GB

• If you’re on Windows 10/11 Home 32-bit, it only supports 4GB max
• Windows 64-bit versions support up to 128GB

 

[Kuroi_Kenshi]

Upgrade RAM

If your laptop only has 8GB physically installed, you can add another 8GB DDR4-3200 MHz stick:

Check If You Have a Free RAM Slot

• Use CPU-Z (free tool) to check if a slot is available

Buy a Compatible Stick

• Match your existing RAM speed, size, and type (DDR4-3200 MHz)

Install the New RAM

• Power off, unplug, remove the back panel, and insert the new RAM stick

After installation, check Task Manager → Memory again to confirm it’s detecting the full 16GB.

I hope these steps help clear things up! If you need any further assistance, feel free to reach out.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?"—your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[ShayeThyer]

Thank you Kuroi!  Confirming that the system is only recognising 8GB.  I am unable to remove the back panel of the computer so am stuck on this step.

[ShayeThyer]

Hey Kuroi, thank you for this!

The back cover does not come off of my laptop with a latch or similar. Are you suggesting I unscrew the screws?

[Kuroi_Kenshi]

Hi @ShayeThyer, 

Thank you for the response

Got it, and thanks for confirming that the system is only recognizing 8GB of RAM. Just to clarify, are you trying to open the back panel to gather some information, or is it to install or swap a RAM stick?

If you're looking for specific details, I’d be happy to assist you without the need to open the back panel. Let me know what you're trying to accomplish, and I’ll guide you accordingly!
 

Take care and have an amazing day ahead! 🚀

Best regards,