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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05619836

Version: 1

HP EliteDesk, EliteOne, Prodesk and ProOne Computers - Drive Corruption Occurs When Optane Memory Is Enabled and BIOS Setting "Configure Storage Controller for Intel Optane" Is Unchecked

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 28-Jul-2017

Last updated : 28-Jul-2017

DESCRIPTION
The drive is corrupted when Intel Optane Memory is enabled in the Intel Rapid Storage Technology application and the BIOS setting, "Configure Storage Controller for Intel Optane" is unchecked before Intel Optane memory is disabled. As a result the data on both the Optane memory and the system disk (OS) is overwritten and the system is unable to boot.
This can occur after performing the following sequence:
  1. Enable Intel Optane Memory in Intel Rapid Storage Technology.
  2. Uncheck BIOS setting Configure Storage Controller for Intel Optane.
  3. Reboot system.
  4. System cannot boot to Windows.
When switching back to Configure Storage Controller for Intel Optane in the BIOS, the system is still unable to boot.

SCOPE
The information in this document applies to the following:
Systems:
  • HP EliteDesk 800 G3 Small Form Factor PC
  • HP EliteDesk 800 G3 Tower PC
  • HP EliteOne 1000 G1 23.8-in All-in-One Business PC
  • HP EliteOne 1000 G1 23.8-in Touch All-in-One Business PC
  • HP EliteOne 1000 G1 27-in 4K UHD All-in-One Business PC
  • HP EliteOne 1000 G1 34-in Curved All-in-One Business PC
  • HP EliteOne 800 G3 23.8 Non-Touch Healthcare Edition All-in-One Business PC
  • HP EliteOne 800 G3 23.8-inch Non-Touch All-in-One PC
  • HP EliteOne 800 G3 23.8-inch Touch All-in-One PC
  • HP ProDesk 400 G4 Microtower PC
  • HP ProDesk 400 G4 Microtower PC (ENERGY STAR)
  • HP ProDesk 400 G4 Small Form Factor PC
  • HP ProDesk 400 G4 Small Form Factor PC (ENERGY STAR)
  • HP ProDesk 480 G4 Microtower PC
  • HP ProDesk 480 G4 Microtower PC (ENERGY STAR)
  • HP ProDesk 600 G3 Desktop Mini PC
  • HP ProDesk 600 G3 Microtower PC
  • HP ProDesk 600 G3 Microtower PC (with PCI slot)
  • HP ProDesk 600 G3 Small Form Factor PC
  • HP ProDesk 600 G3 Small Form Factor PC
  • HP ProOne 400 G3 20-inch Non-Touch All-in-One PC
  • HP ProOne 400 G3 20-inch Non-Touch All-in-One PC (ENERGY STAR)
  • HP ProOne 400 G3 20-inch Touch All-in-One PC
  • HP ProOne 400 G3 20-inch Touch All-in-One PC (ENERGY STAR)
  • HP ProOne 600 G3 21.5-inch Non-Touch All-in-One PC
Operating Systems:
  • Microsoft Windows 10 Pro (64-bit)
RESOLUTION
To avoid System Disk corruption, disable Intel Optane Memory in the Intel Rapid Storage Technology application while in Windows before changing the BIOS setting "Configure Storage Controller for Intel Optane" to unchecked.
If the setting was changed and the system will not boot, perform the following steps to clean Intel Optane Memory before restoring the operating system.
IMPORTANT: A BIOS older than 2.06 does not support Optane mode and will default to AHCI mode. The BIOS needs to be updated to version 2.06 or later, then set to Optane Mode before re-attaching the drive and the Optane memory.
  1. Power on the system.
  2. Press F10.
  3. Select the Advanced tab.
  4. Select Secure Boot Configuration and press Enter.
    Figure : Secure Boot Configuration
    Secure Boot Configuration
  5. Select Legacy Support Enable and Secure Boot Disable.
  6. Press ESC and Save changes to restart system.
    Figure : Legacy Support Enable and Secure Boot Disable option
    Legacy Support Enable and Secure Boot Disable option
  7. Press F10 when the system restarts.
  8. Note the 4 digit number shown on screen, retype the 4 digits and press Enter.
    Figure : Four digit authorization code
    Four digit authorization code
  9. In the BIOS setup menu select the Security tab.
  10. Select Hard Drive Utilities and press Enter.
    Figure : Hard Drive Utilities
    Hard Drive Utilities
  11. Select Secure Erase and press Enter.
  12. Select the SATA HDD with the OS installed and press Enter .
    Figure : Secure Erase option
    Secure Erase option
    Figure : Select a Drive
    Select a Drive
  13. Select Continue (There may be some wait some time to erase the HDD data).
    Figure : Selecting Continue
    Selecting Continue
  14. Select the Advanced tab.
  15. Select Secure Boot Configuration, press Enter, and select Legacy Support disable and Secure Boot Enable.
  16. Press ESC and select the Advanced tab.
    Figure : Legacy Support disable and Secure Boot Enable.
    Legacy Support disable and Secure Boot Enable.
  17. Select System Options.
  18. Check Configure Storage Controller for Intel Optane.
    Figure : Configure Storage Controller for Intel Optane
    Configure Storage Controller for Intel Optane
  19. Save the changes and click YES.
    Figure : Save changes
    Save changes
  20. The system will restart automatically. When the system restarts, click F3 to go into the option ROM settings page.
  21. Select Intel Rapid Storage Technology and press Enter.
    Figure : Intel Rapid Storage Technology option
    Intel Rapid Storage Technology option
  22. Select PCIe INTEL MEMPEKEW016GA xxxxxxxxxx 13.4GB, press Enter, to go into the Disk Info page.
    Figure : Select PCIe device
    Select PCIe device
  23. Check the Status column. The correct status should be Cache.
  24. Select Reset to non-Optane and press Enter.
  25. Select YES, then press Enter. The system will revert to the previous page.
  26. Select PCIe INTEL MEMPEKEW016GA xxxxxxxxxx 13.4GB, press Enter, to go into the Disk Info page.
    Figure : Confirm PCIe device
    Confirm PCIe device
  27. Check the Status column. The correct status should be Non-RAID. The system should display the Optane reset completed and ready to use.
    Figure : Status should be Non-RAID
     Status should be Non-RAID
  28. Press the ESC key twice, then select EXIT.
  29. Select YES to exit option ROM setting page.
  30. The system will reboot automatically. After the systems reboots, the OS recovery process can now be started.
  31. The recovery process can be created with the following options; F11 Preboot Recovery, OS DVD, or USB recovery kit.
  32. After the OS has been recovered, boot the system to the Desktop.
    Enabling Intel Optane memory
  33. Open the Intel Rapid Storage Technology application, then select the Intel Optane Memory tab.
    Figure : Intel Rapid Storage Technology interface
    Intel Rapid Storage Technology interface
  34. Click Enable.
    Figure : Intel Optane memory tab
    Intel Optane memory tab
  35. Select a compatible fast drive, then click Yes. The compatible drive option is displayed only if more than one Intel Optane memory module is installed in the computer.
    Figure : Select compatible fast drive
    Select compatible fast drive
  36. After the enable process is complete, click Reboot to restart the computer.
    Figure : Reboot system
    Rebooting the system
  37. Open the Intel Rapid Storage Technology application.
  38. Select the Intel Optane Memory tab.
  39. Verify Optane memory is enabled.
  40. Intel Optane memory status: enable should be displayed.
    Figure : Verify Optane memory is enabled
     Verify Optane memory is enabled

Hardware platforms affected : HP EliteDesk 800 G3 Small Form Factor PC, HP EliteDesk 800 G3 Tower PC, HP EliteOne 1000 G1 23.8-in All-in-One Business PC, HP EliteOne 1000 G1 23.8-in Touch All-in-One Business PC, HP EliteOne 1000 G1 27-in 4K UHD All-in-One Business PC, HP EliteOne 1000 G1 34-in Curved All-in-One Business PC, HP EliteOne 800 G3 23.8 Non-Touch Healthcare Edition All-in-One Business PC, HP EliteOne 800 G3 23.8-inch Non-Touch All-in-One PC, HP EliteOne 800 G3 23.8-inch Touch All-in-One PC, HP ProDesk 400 G4 Microtower PC, HP ProDesk 400 G4 Microtower PC (ENERGY STAR), HP ProDesk 400 G4 Small Form Factor PC, HP ProDesk 400 G4 Small Form Factor PC (ENERGY STAR), HP ProDesk 480 G4 Microtower PC, HP ProDesk 480 G4 Microtower PC (ENERGY STAR), HP ProDesk 600 G3 Desktop Mini PC, HP ProDesk 600 G3 Microtower PC, HP ProDesk 600 G3 Microtower PC (with PCI slot), HP ProDesk 600 G3 Small Form Factor PC, HP ProOne 400 G3 20-inch Non-Touch All-in-One PC, HP ProOne 400 G3 20-inch Non-Touch All-in-One PC (ENERGY STAR), HP ProOne 400 G3 20-inch Touch All-in-One PC, HP ProOne 400 G3 20-inch Touch All-in-One PC (ENERGY STAR), HP ProOne 600 G3 21.5-inch Non-Touch All-in-One PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05619836

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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