New PC RAM issue

[shoXx]

I have had my new PC for about 3 months, in that time it has been running smoothly with no issues (apart from an earlier thread about audio but that was fixed with a different connection) I have just noticed in System Info (https://gyazo.com/d4d383522ef3c88b0a689aac0ac8ee70) and Task Manager (https://gyazo.com/cba064f5db6f169764e5bfa7f2eea768) it is only showing 16GB RAM.

Task Manager also only shows 1 of 4 slots in use.

If I open the case and try to reseat the RAM will it void my warranty? I don't really want to be sending the whole thing back for something as simple as that.

Case
CORSAIR iCUE 5000T RGB MID TOWER GAMING CASE (LS)
Custom Liquid Cooling Kit
Liquid Series RGB Mid Kit - EK
Tubing
Clear Flexible Tubing (Black Fittings)
Graphics Card Cooling
GPU Water Block - For One Graphics Card!
Coolant Colour
EK-CryoFuel Red
LED Lighting
50cm Red LED Strip
Processor (CPU)
Intel® Core™ i9 24-Core Processor i9-13900K (3.0GHz) 36MB Cache
Motherboard
ASUS® ROG MAXIMUS Z690 HERO WIFI (LGA1700, USB 3.2, PCIe 5.0) - ARGB Ready
Memory (RAM)
32GB Corsair DOMINATOR PLATINUM RGB DDR5 5600MHz (2 x 16GB)
Graphics Card
24GB ASUS ROG STRIX GEFORCE RTX 4090 - HDMI, DP
1st M.2 SSD Drive
2TB SAMSUNG 980 PRO M.2, PCIe NVMe (up to 7000MB/R, 5000MB/W)
1st Storage Drive
2TB Samsung 870 QVO 2.5" SSD, SATA 6Gb/s (up to 560MB/sR | 530MB/sW)
1st Storage Drive
2TB Samsung 870 QVO 2.5" SSD, SATA 6Gb/s (up to 560MB/sR | 530MB/sW)
1st Storage Drive
6TB SEAGATE IRONWOLF PRO 3.5", 7200 RPM 256MB CACHE
Power Supply
CORSAIR 1000W RMx SERIES™ - MODULAR 80 PLUS GOLD, ULTRA QUIET
Power Cable
1 x 1.5 Metre UK Power Cable (Kettle Lead, 1.0mm Core)
Braided Power Supply Cables
CORSAIR Premium Individually Sleeved PSU Cable Kit Pro - Red/Black
Thermal Paste
ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Extra Case Fans
6x Corsair LL120 RGB LED Fan + Controller Kit
Sound Card
ONBOARD 6 CHANNEL (5.1) HIGH DEF AUDIO (AS STANDARD)
Network Card
10/100/1000 GIGABIT LAN PORT
USB/Thunderbolt Options
MIN. 2 x USB 3.0 & 2 x USB 2.0 PORTS @ BACK PANEL + MIN. 2 FRONT PORTS
Operating System
Windows 11 Home 64 Bit - inc. Single Licence [KUK-00003]
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10/11 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
NO ANTI-VIRUS SOFTWARE
Browser
Google Chrome™
Warranty
3 Year Platinum Warranty (3 Year Collect & Return, 3 Year Parts, 3 Year labour)
Delivery
STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time
Standard Build - Subject to stock availability on pre-order products
Welcome Book
PCSpecialist Welcome Book - United Kingdom & Republic of Ireland
Logo Branding
PCSpecialist Logo

 

[B4zookaw]

I have had my new PC for about 3 months, in that time it has been running smoothly with no issues (apart from an earlier thread about audio but that was fixed with a different connection) I have just noticed in System Info (https://gyazo.com/d4d383522ef3c88b0a689aac0ac8ee70) and Task Manager (https://gyazo.com/cba064f5db6f169764e5bfa7f2eea768) it is only showing 16GB RAM.

Task Manager also only shows 1 of 4 slots in use.

If I open the case and try to reseat the RAM will it void my warranty? I don't really want to be sending the whole thing back for something as simple as that.

No, this sort of action is allowed by the warranty. Hopefully this will resolve the issue for you

 

[shoXx]

No, this sort of action is allowed by the warranty. Hopefully this will resolve the issue for you

OK so I removed and reseated both RAM sticks in same slots (A2 & B2) both are RGB lit (https://gyazo.com/6ca6e1518533020c5f3d68eccf16d644). Ran mdsched and just get this screen for 10 minutes with no progress (https://gyazo.com/f666197c4674d9911926883fdd02a27f) then it reboots with no test results and still only showing 16GB

I'm at a bit of a loss what to try next, any ideas?

 

[Scott]

Try the sticks one at a time to see which isn't registering.

 

[shoXx]

Try the sticks one at a time to see which isn't registering.

OK so I tested and removed B2, booted fine. Removed A2 and replaced with B2, wouldn't boot, swapped back and booted fine again so it's the RAM originally in slot B2 which isn't registering. Do I need to request a replacement or is there other stuff I could try to get it working?

 

[SpyderTracks]

OK so I tested and removed B2, booted fine. Removed A2 and replaced with B2, wouldn't boot, swapped back and booted fine again so it's the RAM originally in slot B2 which isn't registering. Do I need to request a replacement or is there other stuff I could try to get it working?

Make sure you're using the correct DIMM slots for single or dual channel, most motherboards have to have RAM in stated DIMM slots if you're only using one stick, or one pair etc.

You can check the motherboard manual for the DIMM slots you neeed to use.

 

[shoXx]

Make sure you're using the correct DIMM slots for single or dual channel, most motherboards have to have RAM in stated DIMM slots if you're only using one stick, or one pair etc.

You can check the motherboard manual for the DIMM slots you neeed to use.

I'm using the slots that were used when I received the PC, slots 2 and 4 with the CPU on the left.

I've double checked in the manual and they are the correct ones.

 

[Scott]

When you did the test, did you try both sticks in Position A2? If so, that sounds like a dud RAM stick to me. If you start an RMA, PCS will typically send you out a replacement. I would probably request a pair if possible, rather than a single stick, as I would want a matched pair in place.

 

[shoXx]

When you did the test, did you try both sticks in Position A2? If so, that sounds like a dud RAM stick to me. If you start an RMA, PCS will typically send you out a replacement. I would probably request a pair if possible, rather than a single stick, as I would want a matched pair in place.

Yeah tried both in A2, thanks I will contact tech support for an RMA

 

[B4zookaw]

Sounds the correct next step based on what you're reporting

 

[shoXx]

So I spoke to tech support on Wednesday, advised what checks I had done to confirm the stick was faulty, a new set was dispatched on Thursday and arrived earlier today. I now have the full 32GB!

Huge thanks to Thomas in tech support for all his help on the phone and by email, thoroughly impressive customer service.

10/10