Soldered 8GB RAM unusable by device

[User427]

I have a total of 16 GB RAM installed (8 GB soldered and 8 GB removable). However, my system is currently not detecting the full RAM capacity. The removable RAM is functioning properly, but the soldered RAM is not being recognized by the system.

Interestingly, the soldered RAM does appear in CPU-Z, which indicates that the hardware may still be present, but it is not being utilized or detected by the operating system. Additionally, I have noticed that the full RAM is only visible when I log in through the administrator profile, whereas in my regular user profile, it is not being fully detected. I have already tried basic troubleshooting steps such as updating BIOS and checking system settings, doing power drain by disconnecting battery, cleaning RAM pins but the issue still persists.

I kindly request your guidance or support in resolving this issue. Please let me know if any further information or diagnostic details are required from my side. Thank you for your time and assistance.

[VikramTheGreat]

Hi @User427,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for the detailed explanation and screenshots, which really help.

From what you’ve described:

• Total RAM installed: 16 GB (8 GB onboard + 8 GB removable) 
• CPU-Z can detect both modules 
• But Windows is not fully utilizing or showing the onboard RAM consistently

This indicates the hardware is likely present, but we need to confirm whether this is a hardware detection issue at the system level or a software/profile-related behavior.

Next step: Run HP Hardware Diagnostics (Important)

Please run the Extensive Test to check how the system detects memory at the firmware level:

1. Turn OFF the laptop 
2. Press the Power button to turn it ON 
3. Immediately tap the Esc key repeatedly (about once per second) 
4. When the Startup Menu appears, press F2 
5. Select System Tests 
6. Click Extensive Test 
7. Let the test complete (this may take some time) 

What to check after the test

• Does the test show full 16 GB memory detected 
• Any memory-related failure or warning 

Additional checks (in Windows)

While you run the test, also check:

1. System Configuration (msconfig)

• Press Windows + R → type msconfig 
• Go to Boot → Advanced options 
• Make sure “Maximum memory” is unchecked 

2. Task Manager

• Go to Performance → Memory 
• Check:  
  • Usable vs Installed RAM 
  • Hardware reserved memory (you showed ~690 MB, which is normal)

I hope this helps.

Take care and have an amazing day!

[User427]

Hey @VikramTheGreat,

Thank you for taking time and patience and understanding my query.
Actually I had done all those steps you mentioned before but forgot to mention. Though I performed the tests once again, there was no change in my pc memory. So I am attaching some more pictures of the tests. Hope that helps 🙂
Note: The soldered 8GB RAM is from Samsung while removable/upgradable RAM is from Micron Technologies (Crucial)System information as of 27-03-2026Memory information as of 27-03-2026Extensive Test performed on 27-03-2026Task manager memory as of 27-03-2026msconfig Maximum memory unchecked as of 27-03-2026

[VikramTheGreat]

Hi @User427,

Thank you for getting back and sharing the details. In this situation, I would request you to please remove the 8 GB RAM and run the memory test with the soldered RAM so we can see if this works or not.

Please try to run the test and let me know

[User427]

Hey @VikramTheGreat thanks again for replying. 

As mentioned earlier my soldered RAM is troubling since it's not detected by my system.  If I remove the removable stick the device doesn't turn on. Now you might think it's a hardware problem but let me be clear this has happened before multiple times. It usually got fixed by power drain or get resolved by itself. Also if it the hardware was damaged, how can CPU-Z show its SPD? I am attaching few screenshots below from previous sessions.Problem caused on 02-03-2026After problem got fixed by power drain as of 02-03-2026Again similar thing on 12-03-2026

[VikramTheGreat]

Hi @User427,

The behavior is intermittent, and since the system works normally after a power drain and tools like CPU-Z can still read the SPD, this does not immediately point to a permanent hardware failure. It could be related to power state, memory initialization, or profile/system-level configuration.

Let’s try creating a new Windows user profile (important step)

Sometimes corruption in the user profile or system configuration can cause resource detection or stability issues, especially after sleep/hibernate cycles.
 

Please try the following:

Create a new user account

1. Go to Settings → Accounts → Other users 
2. Click Add account 
3. Select I don’t have this person’s sign-in info
4. Choose Add a user without a Microsoft account
5. Create a new local user (give any name/password) 

Log in to the new profile

• Restart the PC 
• Log in to the newly created account 
• Use the system normally and check: 
  • Task Manager → Memory tab 
  • Whether full RAM is detected consistently 
  • Try a restart/sleep/wake cycle 

Additional recommendations

• Disable Fast Startup 
  • Control Panel → Power Options → Choose what power buttons do 
• Make sure BIOS is updated to the latest version 
• Run HP Hardware Diagnostics (F2 at startup) → Memory test 
• Avoid frequent sleep/hibernate testing until stable  

⚠️ Important Note

Even though it appears software-related, the fact that:

• The system won’t boot without the removable RAM 
• Issue repeats intermittently 

means we should keep hardware as a possibility, especially related to:

• RAM slot contact 
• Motherboard memory channel initialization

HP Source Guide: Set Up Multiple Users on Windows 10 & 11 | Complete Guide

[User427]

Hey @VikramTheGreat thanks again for replying.
I did as you asked by setting up a new user account and running the tests. However, still no changes. If it's a hardware problem like :

• RAM slot contact 
• Motherboard memory channel initialization

What are my options ?

[VikramTheGreat · Accepted solution]

Hi @User427,

Thank you for getting back to me and letting me know that you still have trouble. In this case best option is to get the device checked with an HP Authorized store so the team can check and get more help.

This might require one-on-one interaction to fix the issue via remote assistance.

To contact HP Authorized Stores, click here: HP® Service Center Locator - India | HP® Support.

Please feel free to contact us here anytime you need any further assistance.
 

Have a great day!

[VikramTheGreat]

Hi @User427, 

Thank you so much for taking the time to share this update. It really means a lot. I’m genuinely glad you were able to dig into it, figure out the root cause, and confirm that the slot is fine and the RAM stick itself is the issue. That’s a solid bit of troubleshooting, and not an easy one either.
 

I completely understand your decision to hold off on replacing the RAM for now, especially with prices being high. It’s good to hear the system is still manageable in the meantime, even if performance has taken a slight hit.
 

And honestly, none of the effort was wasted; you’ve gained hands-on understanding of your system, and that’s something that stays with you. That kind of experience makes future troubleshooting much smoother.
 

It’s been a pleasure assisting you through this. If you ever decide to upgrade the RAM later and want help choosing the right one, feel free to reach out anytime.
 

Take care, stay safe, and wishing you all the best ahead.