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December 3rd, 2020 11:00

17 R4, reseat the memory message?

Hello! Today after restarting the laptop, I have a white screen from SupportAssist saying:

"The amount of system memory has changed. If you did not change your memory... To resolve this issue, try to reseat the memory.".

I have no idea what this means. I have not touched any RAM or memory and do not touch it or anything of the sorts as I'm a newbie at this kind of stuff. I have no clue what reseating the memory even means. Any help would be appreciated!

13 Posts

February 10th, 2021 07:00

@ThomasAAT  Nice job, here's an update.... I installed these updates yesterday - sorry about the cut and paste

#1 - February 9, 2021-KB4601050 Cumulative Update for .NET Framework 3.5 and 4.8 for Windows 10, version 2004, Windows Server, version 2004, Windows 10, version 20H2, and Windows Server, version 20H2

#2 - Feature update to Windows 10, version 20H2

 

Problem seems to be gone, but I'll update if it isn't.

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393 Posts

February 10th, 2021 07:00

@bekrause I also updated my AW17R3 with the same updates yesterday (including February 9, 2021—KB4601319 (OS Builds 19041.804 and 19042.804) but it did not fix reseat message upon reboot to complete the updates. And today from a cold boot. So for me its still there. Try some restarts. That's when I got the error most of the time.

I am on Version:
Windows 10 Home 20H2
OS-version 19042.804
Windows Feature Experience Pack 120.2212.551.0

You have the AW17R4 right? Did you do anything prior yesterdays update regarding SA (deactivating in BIOS or uninstalling?)

13 Posts

February 10th, 2021 08:00

@ThomasAAT  MY SYSTEM:  

Alienware 17R4

Processor Intel(R) Core(TM) i7-6700HQ CPU @ 2.60GHz 2.60 GHz
Installed RAM 16.0 GB (15.9 GB usable)

System type 64-bit operating system, x64-based processor
Pen and touch No pen or touch input is available for this display.


I didn't touch the bios or remove the SA program, I have Avast AV, and Zone Alarm firewall and disabled Avast while installing update, plus installed Feature update to Windows 10, version 20H2. I'll do a few more restarts and cold boots. -18.8 degrees out there this morning should be cold enough.......

13 Posts

February 10th, 2021 08:00

Hey gang, I wanted to see if anybody installed this update:

I installed this update yesterday, that, I believe came out yesterday.

#1 - February 9, 2021-KB4601050 Cumulative Update for .NET Framework 3.5 and 4.8 for Windows 10, version 2004, Windows Server, version 2004, Windows 10, version 20H2, and Windows Server, version 20H2. I don't get the error message anymore yet. Any comments?

2 Intern

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393 Posts

February 10th, 2021 08:00

@bekrause Thanks. I belive some more tests are necessary. And we also have different models.

My specks:

Alienware 17R3

Processor Intel(R) Core(TM) i7-6820HK CPU @ 2.70GHz 2.70 GHz
Installed RAM 32,0 GB (31,9 GB usable)

System type 64-bit operating system, x64-based processor
Pen and touch No pen or touch input is available for this display.
 

2 Intern

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393 Posts

February 10th, 2021 08:00

@bekrause Like I stated in my last comment, I still have the reseat message. See my comment/question regarding anything done prior to yesterdays updates.

So you dont have to look for it i copy/paste it here: 

@bekrause I also updated my AW17R3 with the same updates yesterday (including February 9, 2021—KB4601319 (OS Builds 19041.804 and 19042.804) but it did not fix reseat message upon reboot to complete the updates. And today from a cold boot. So for me its still there. Try some restarts. That's when I got the error most of the time.

I am on Version:
Windows 10 Home 20H2
OS-version 19042.804
Windows Feature Experience Pack 120.2212.551.0

You have the AW17R4 right? Did you do anything prior yesterdays update regarding SA (deactivating in BIOS or uninstalling?)

13 Posts

February 10th, 2021 08:00

@ThomasAAT  Just did a reboot, no problem. The other laptop I have is an Inspiron 14 5000 2 in 1, it had same problem until yesterdays' update, gone now. I'll do some more boots and restarts. One thing I will mention is that I had received some kind of Checkpoint Endpoint issue errors along with this and updated Zone Alarm and Avast in the process, the day before the windows update on both computers.

13 Posts

February 10th, 2021 08:00

@ThomasAAT  Well, that shoots that theory, 17R4 boot had the memory error message, Inspiron 14 5000 booted fine. at least, those updates don't help. There is a logger program from Greatis software running, tag along program with UnHackMeNow program, that runs on boot, on the 17R4. Reports boot process to a log file. I'll go play with that for a bit and see if there's any idea there. Thanks for your persistence.

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393 Posts

February 10th, 2021 13:00

@bekrause so no surprises really. The surprise would have been if the WU updates solved the problem.

We have the same situation.  I have also a older dell XPS l501x, also with two memory slots. I have the same SA and Windws Build version on this laptop and there is no sign of a reseat memory message. But its a completely different system.  

Interesting to see of the log file will give any further clues of what makes SA trigger the reseat memory message on the affected systems.

6 Posts

February 11th, 2021 17:00

here in the BIOS is this? Can't seem to find it.

2 Intern

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393 Posts

February 11th, 2021 19:00

@jepko01 depending on your model, you may or may not have it.

The 15R2/17R3 dont have the SA OS recovery option in BIOS.

What is your model? 

 

February 11th, 2021 21:00

Okay so what happened was BIOS already had it disabled. I went to uninstall with CCcleaner. Nothing happened. CC could delete other programs but not this. I didnt see any other entries except the one SA.

I'm not sure if I could got the edit through in my initial post but I installed SA a few weeks ago. It shows it was installed 1.31.21 so maybe I'm remembering it wrong for much later than that, or it's the last time it was updated. I also use to get BSOD's in recent time (1,2,3 months? Definitely felt like it was getting more frequent, that or I started using the laptop more) before I installed SA since I thought I might install it as an easy fix in case I;m lucky but then I would get those SA messages, either by themself or in counter to BSOD.

The ending months of last year was when I felt these BSOD's became just an 1:15 every now and then for whatever reason to 1:3 times. I'd play Dead by Daylight Windows Version, games would lag, stutter, and freeze. BSOD. Now SA screen. I thought it was the game given players were having the same problems in the same time frame.

I dont recall getting BSOD or SA's for anything other than that. If it was during normal things ie other than gaming. The number of times would be too small to recollect compared to all the other error screens that come up as soon as I'm in 15 minutes in the game. The remedy that use to work for a while was delete from task manager as many redundant processes as I could. No screens, which worked for a while. Never did get to ID the process(s) I deleted that stopped that crash problem since I'd delete a whole batch. Though the problem came back regardless of removing that batch of processes from running. I'm not sure how doing that helped but it did stop the crashes for a while.

 

 

In any case, thank you for the solution. I just deleted the one SA I had through Windows Uninstall given CC wasn't removing it. So far no screens. If it comes back I'll give it another go with CC.

I have

Alienware R4

i7-7820HK Base 2.9GHz

32GB @ 2400MHz 2/2 slots

GTX 1080

All SSD

13 Posts

February 12th, 2021 09:00

@ThomasAATYou're correct, no surprises, and it would have been puzzling if WU fixed this problem. Thanks for the followup.

2 Intern

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393 Posts

February 12th, 2021 10:00

@bekrause agreed. Regardless, I think we are going somewhere with our discoveries to reach the gol on Dell fixing SA. 

11 Posts

February 13th, 2021 03:00

After uninstalling all support assists occurrences, do you reinstall it? Just by downloading it on the dell website?

Does the fresh install make the memory message appearing again?

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