16 GB Installed physical memory - 2.88GB Total physical memory

Frick · Sep 18, 2014

This is my brothers computer, a HP laptop running Windows 8.1 fully updated. It used to have 4GB memory but it was sluggish. The first problem was that he had an external backup drive with some software that was constantly trashing the disk. That is shut down. Then it turned out the pagefile was set to 100MB. Then he installed more memory ... and nothing happens.

The only similar case I found is a guy who ended up RMA'ing the machine. I was hoping he would not have to do that. I honestly have no idea what is going on, I know the total memory takes the IGP into account and stuff, but that's 15GB of memory not there.

I don't know the exact model, I just got this text from him. I've asked him and waiting for a reply, but I thought someone might have an idea... Google is useless, it thinks I mean avaliable memory which I do not. I hate Google sometimes.

Thanks for looking!

EDIT: It's a Probook 6570b, with Windows 8 64 bit.

AhokZYashA · Sep 18, 2014

are you using the 64-bit edition of windows 8?

Deleted member 67555 · Sep 18, 2014

Yeah looks like x86
If so and since Windows sees it I think you can use it for a ramdisk....should help speed it up..
or just install x64

ne6togadno · Sep 18, 2014

looks like either win is 32bit and cant address more then 4gb ram (but in that case total physical mem should be 3.4gb not 2.88gb) or mb dont support 16gb ram.
when you get model number check what is max supported ram. it is quite rare to see non gaming/workstation laptop to support more then 8gb ram

Shou Miko · Sep 18, 2014

could smell like 32bit, when u see that only 2,88gb is available.

Ja.KooLit · Sep 18, 2014

pretty much all mentioned. MOBO support and big possibility that its a x86 (32 bit) windows installed

rooivalk · Sep 18, 2014

64bit has been around for quite long time, I don't think there's any mobo that can't support 64bit CPU lately.
Just upgrade to 64bit OS.

Aquinus · Sep 18, 2014

Sounds like a 32-bit OS with a 1GB video frame buffer and 128MB of memory mapped I/O in addition to the video memory, although that could all be graphics range MMIO. If it was 6.86GB, I would guess that maybe a DIMM wasn't working but it sounds like a 4GB memory cap from 32-bit systems as the math seems to add up nicely for that to be the case.

FordGT90Concept · Sep 18, 2014

Frick said:
Then it turned out the pagefile was set to 100MB. Then he installed more memory ... and nothing happens.

Computers sold with 4 GiB or less memory always have the possibility of having a 32-bit OS. The good news is that the same key already on the computer should work with Windows 8.1 64-bit. The bad news is that you need the disk/ISO to install it and it isn't made publically available like Windows XP/Vista/7 so we can't give you a link to it.

I think if I were you, I'd check if you can get a Windows 8.1 64-bit disk from the system manufacturer.

Frick · Sep 18, 2014

I forgot to mention ... it is the 64-bit version. That is why I have no idea what is going on. That would have been a simple thing.

It's a Probook 6570b btw. i3 3210M, HM76 chipset... It can take 16GB.

Mussels · Sep 18, 2014

what version of windows 8.1 did it have?

some editions like starter for windows 7, were limited to how much they could use.

BIOS settings could also theoretically cause this.

FordGT90Concept · Sep 18, 2014

Don't think that's the problem assuming it is 64-bit: http://msdn.microsoft.com/en-us/lib...=vs.85).aspx#physical_memory_limits_windows_8

Kursah · Sep 18, 2014

+1 to BIOS check the configuration...also check the vendor site for maximum installed memory specs...it might only be designed to accept 4GB of RAM though that seems pretty light for a newer WIn 8 machine. Nevermind on limitations, I see it can handle 16GB from your Probook link. Does seem oddly like it's x86 instead of x64 on that unit...that's how it's acting at least. Try reinstalling chipset drivers maybe? I will say that your link only lists WIndows 8 Pro, does not specify x64...in my experience that can mean x86 is installed. I'm sure you have verified this and know where to look...but it's still a doubt as I've seen no proof that it's ID'd as an x64 OS. Can you please verify for the sake of squashing all doubt on that accont?

HP's are not my favorite laptop vendor...more issues than not in my experience. Maybe check for a firmware update? It wouldn't surprise me if a BIOS flash fixed it. Keep us posted! :toast:

Frick · Sep 18, 2014

Mussels said:
what version of windows 8.1 did it have?

some editions like starter for windows 7, were limited to how much they could use.

BIOS settings could also theoretically cause this.

Windows 8 have no such versions, as Ford says. It's Pro btw.

Will see if I can find a manual for the thing and go through the BIOS. I hate troubleshooting someone 1000km away.

@Kursah It's x64. That much he knows about computers. :laugh:

About it being HP... Generally I like their more expensive machines. Dunno about the new ones, but the Elitebooks of old were glorious beasts. When they didn't have a problem. Recently at "work" there was this Elitebook that didn't work with the network and the problem was... just random incompatibility. They even replaced the motherboard, and still that computer just would not work with that network equipment. We have two identical machines, and only one of them have the problem. So I'm sort of agreeing with not liking HP, but I still like them for some reason.

Kursah · Sep 18, 2014

Frick said:
Windows 8 have no such versions, as Ford says. It's Pro btw.

Will see if I can find a manual for the thing and go through the BIOS. I hate troubleshooting someone 1000km away.

That definitely doesn't help...can you at least get a teamviewer session going so you can diagnose it yourself?

Mussels · Sep 18, 2014

i recall something about memory hole remapping was a relevant setting on some mobo a few years ago, but beyond that i've never seen this problem.

if you're doing it remotely make them double check the OS is 64 bit, as its possible someone reinstalled the OS and changed it to x86 by accident.

MSCONFIG under windows 8.1 lets me adjust the maximum RAM, maybe check that?

RejZoR · Sep 18, 2014

Laptops ar sometimes quite picky regarding RAM used. Have you checked if it's certified for the laptop in question?

Frick · Sep 18, 2014

RejZoR said:
Laptops ar sometimes quite picky regarding RAM used. Have you checked if it's certified for the laptop in question?

No, but it detects the RAM according to the picture at least. It says 16GB installed. So it's sort of there.

Remote session was a good idea though. Will look into that.

Mussels · Sep 18, 2014

Frick said:
No, but it detects the RAM according to the picture at least. It says 16GB installed. So it's sort of there.

Remote session was a good idea though. Will look into that.

teamviewer is a nice easy one to setup for a remote session, they dont have to actually install it, dont need port forwards, and has a password so they'll know you cant just peep in randomly.

i'd be checking if its really x64 first off, then that MSconfig setting i showed above.

Naito · Sep 18, 2014

It's been a long time and I'm trying to recall exactly what it was, but I once had a desktop board that needed a 'memory address remap' option or something to that tune (can't remember exactly) enabled in the BIOS to allow over 4GB of RAM to be detected. Perhaps the laptop in question has a similar setting?

Does the Memory tab in the Resource Monitor show all the RAM?

Tallencor · Sep 18, 2014

Mussels said:
i recall something about memory hole remapping was a relevant setting on some mobo a few years ago, but beyond that i've never seen this problem.

if you're doing it remotely make them double check the OS is 64 bit, as its possible someone reinstalled the OS and changed it to x86 by accident.

MSCONFIG under windows 8.1 lets me adjust the maximum RAM, maybe check that?

Isn't this just the setting for allowing windows to use a specific mem amount at "boot". Same with the processor setting=Boot only. If windows is only seeing 4 than that setting will only see 4. That is my understanding with win 7.

Aquinus · Sep 18, 2014

Did the laptop ship with Windows 8.1? HP's docs says the laptop shipped with Windows 7 32 and 64-bit. If he installed it, are you sure that your brother is certain it's 64-bit? Have him send you a screenshot of the "About Windows" window to prove it just to get that out of the way so we're not kept wondering if it's actually 64-bit, because it doesn't sound like it is.

Also, if it has the discrete graphics, that's where that 1GB is getting taken from. It's sounding more and more like 32-bit Windows to me after reading HP's docs.

Lastly from that Doc:

8. Maximum memory capacities assume Windows 64-bit operating systems or Linux. With Windows 32-bit operating systems, memory above 3 GB may not all be available due to
system resource requirements.

Your bro might say it's 64-bit, but everything else seems to say otherwise. Lets get that clarified.

Pehla · Sep 18, 2014

Mussels said:
i recall something about memory hole remapping was a relevant setting on some mobo a few years ago, but beyond that i've never seen this problem.

if you're doing it remotely make them double check the OS is 64 bit, as its possible someone reinstalled the OS and changed it to x86 by accident.

MSCONFIG under windows 8.1 lets me adjust the maximum RAM, maybe check that?

i had similar problem...,but this solved it ....

Frick · Sep 18, 2014

Aquinus said:
Did the laptop ship with Windows 8.1? HP's docs says the laptop shipped with Windows 7 32 and 64-bit. If he installed it, are you sure that your brother is certain it's 64-bit? Have him send you a screenshot of the "About Windows" window to prove it just to get that out of the way so we're not kept wondering if it's actually 64-bit, because it doesn't sound like it is.

Also, if it has the discrete graphics, that's where that 1GB is getting taken from. It's sounding more and more like 32-bit Windows to me after reading HP's docs.

Lastly from that Doc:

Your bro might say it's 64-bit, but everything else seems to say otherwise. Lets get that clarified.

Aye aye will double check with him... It was shipped with Windows 8 btw.

Aquinus · Sep 18, 2014

Frick said:
Aye aye will double check with him... It was shipped with Windows 8 btw.

That's weird. Was it refurbished?

System Name	Black MC in Tokyo
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Software	Win 10 Home 64
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Motherboard	asus maximus viii gene
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16 GB Installed physical memory - 2.88GB Total physical memory

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