[SOLVED] Installed 16GB extra RAM, might be faulty?

[oscar123124]

Dear Forum members,

In April this year I bought a Dell XPS Tower 8940.
Specs:

• 11th gen intel(R) Core(™) i9-11900k@3.50GHz (16CPUs)
• Memory: 32768MB RAM
• NVIDIA GeForce RTX 3060 Ti (total memory: 24270MB, display memory: 8050MB, shared memory: 16220MB)

My BIOS is SMBIOSBIOSVersion 2.1.3 and all drivers are up-to-date. There is no malware present. I am a motion designer by trade, I do not game. Adobe After Effects for my work is the only heavy program I use.

Of the installed RAM, 16GB is installed myself. Since I am not too familiar with hardware I took great care to make sure it was compatible by contacting the Dell customer & sales support. It was a bad experience but they did recommend me the following RAM stick: https://www.dell.com/nl-nl/shop/del...2rx8-ddr4-udimm-3200mhz/apd/ab120717/geheugen (Site in Dutch, apologies. Specs should be universal).

I knew AE previewing slow on 16GB RAM was a risk so I was not too bothered. Upon installing the extra 16GB I still experienced problems, and frankly the past few weeks they got worse. Memory often clocked all the way to 99%, I receive Out of Memory errors and my computer sometimes shuts down. First I thought it had something to do with the way I built my AE compositions, but they ran smoothly on peer computers which made my peers think there was a hardware issue with my new computer.

I tried troubleshooting and benchmark testing. I downloaded Speccy and found the computer is overheating which seems to be a common problem. I ordered a new fan to deal with that. It should arrive next Monday. However, my AE projects still lagg and crash even when the processor is cooled and the PC just booted up. The Processor is performing below the 4th percentile(!) and the PC itself performing 22nd percentile, below expectations. However, Benchmark Test also noted that the RAM was unrecognisable. But running a Windows Diagnostics Test turned up zero problems. I also ran CrystalDiskMark. Someone said the RAM is mixed vendor etc, but I asked Dell specifically, multiple times, what to buy and they recommended me this stick!

My question: Is the 16GB RAM stick I ordered faulty/incompatible? Could it be the cause of all my problems? Or is there a different problem I might be overlooking/have not tested for yet? And is the 32GB RAM stick in the link below compatible, or will a 8+8+16+32GB setup be horrible?


To make things worse, I thought it may have been my fault initially and ordered another 32GB RAM stick which should arrive next week. But now I doubt that is the problem. I ordered this RAM stick: https://www.dell.com/nl-nl/shop/del...-ddr4-udimm-3200mhz-xmp/apd/ab600821/geheugen meaning by RAM setup would be 8+8+16+32

I am losing days of work and these technical issues are making me lose my mind. I am way out of my depth here. I do not know what to do and Dell customer support is abysmal and unhelpful.

 

[oscar123124]

 

[Colif]

I wish Dell had a brain. They shouldn't be telling people to add extra ram without replacing it with a new set.

The cause could be that you are trying to run different sticks together that weren't/aren't sold as a set.

The more differences, the more chance of problems. Its hard enough with sticks that are the same model, let alone different sizes. Ram sold in a set is tested to work together, individual sets aren't tested to work with other sticks

If you get a 32gb stick, try running on just it, remove all the other ram. See if you keep getting error problems.

 

[oscar123124]

I wish Dell had a brain. They shouldn't be telling people to add extra ram without replacing it with a new set.

The cause could be that you are trying to run different sticks together that weren't/aren't sold as a set.

The more differences, the more chance of problems. Its hard enough with sticks that are the same model, let alone different sizes. Ram sold in a set is tested to work together, individual sets aren't tested to work with other sticks

If you get a 32gb stick, try running on just it, remove all the other ram. See if you keep getting error problems.

Thank you Colif. Do you reckon I can get my 200eu back for the 16GB RAM stick I ordered? I have no idea if RAM is return-able and I cannot find much on it on Dell's website/in my order.

Could the main problem really be that simple as to switching to just a 32GB stick?

 

[Colif]

Not sure about the return policy

Your ram might seem slower with just 1 stick in as it won't be running dual channel. It would at least give you the space you wanted.

 

[oscar123124]

Not sure about the return policy

Your ram might seem slower with just 1 stick in as it won't be running dual channel. It would at least give you the space you wanted.

Thank you for taking the time to reply and looking into my problem. I un-trophied you because it marked the thread as solved (and it is not yet). The main problem is the space - at least I think it is. Here is an example of a project running into the ceiling when it runs at 55% on a peer computer:

I will update this thread once I receive the 32GB RAM. Dell said it would be delivered on 4 Sept, but the delivery date was suddenly changed to 23rd.

If anyone else reads this thread and thinks of other ways I can troubleshoot or other things that may be a problem, please let me know. Any advice regarding (Dell's) customer/technical support and warranties is also welcome, because it is like talking to a brick wall. I will spare you the images but I have a dozen of them saying "the ram works fine, it will work, here is the link" after I double verified their sales and technical team I should upgrade it like this. Like I said - I am out of my depth and made a serious investment to increase my workflow, and instead I am losing days worth of work which will now be extended to Sept 23rd, apparently.

At this point I wish I could just return the computer, get my money back and buy a computer from a different manufacturer. But I read through the warranty and as far as I can tell there are no options for that, even though it overheats by default and what not.

 

[oscar123124]

I have been meaning to ask, but how will I notice RAM will be 'slower' if it is not dual channel? Because right now I think it is as slow as it gets.

 

[Colif]

I have been meaning to ask, but how will I notice RAM will be 'slower' if it is not dual channel? Because right now I think it is as slow as it gets.

what I meant was, 1 stick of ram is slower than 2 sticks as the system has half as many sticks it can talk to at that time. Dual channel is faster than single.
It should still run at same speed but PC just can't do as much with 1 stick at a time compared to multiple.

You might not notice at all.

I will spare you the images but I have a dozen of them saying "the ram works fine, it will work, here is the link" after I double verified their sales and technical team I should upgrade it like this.

Technically Dell are right, the ram does work fine but they shouldn't have told you to buy 1 stick, they should have sold you a set to replace the ram you have. Intel systems are usually pretty good at different ram. Its always a gamble and Dell shouldn't play it with someone elses system.

try running with just 16gb and see if errors go away, since you not getting 32gb until 23rd. you could try 16gb + 8gb if that helps at all.

 

[oscar123124]

Thank you for the advice. I spent today on the phone with Dell technical support and limit testing my system. No hardware errors were found with the Dell built-in PC assistant. Benchmark Test still does not recognise my RAM, but the Dell assistant ignored repreated screenshots and remarks about it. I allowed a tech to remote control my computer but aside from deleting all my browser history nothing happened.

I also tried running my After Effects file without the 16GB - and without the Dual channel 8+8GB RAM, both times the file was understandably slow, since it is a file heavy enough to exceed 16GB RAM. Still, 32GB should work.

However, and this is perhaps a too specific question for this hardware forum, after re-plugging all the RAM sticks I toyed with AEs hardware settings. I enabled GPU acceleration. My RAM has not exceeded 80% because part of the video is written by the GPU (as far as I understand it) but the lagg has not gone away (!?)
This means that my system is able to handle the AE file, as it is not capping its CPU, GPU or RAM, but AE still has a significant FPS issue.

5 FPS without any serious strain is bad. I applied all the best practices to run AE smoothly months ago, including previewing at 1/3 quality and skipping a frame. I posted this question on the Adobe forum and Creative Cow, but as far as I can tell those forums are not very active. So I am trying my luck here as well: may this not be hardware, but a software issue? And would there be a way to smooth things out that I have overlooked?

 

[oscar123124]

Thank you for the advice. I spent today on the phone with Dell technical support and limit testing my system. No hardware errors were found with the Dell built-in PC assistant. Benchmark Test still does not recognise my RAM, but the Dell assistant ignored repreated screenshots and remarks about it. I allowed a tech to remote control my computer but aside from deleting all my browser history nothing happened.

I also tried running my After Effects file without the 16GB - and without the Dual channel 8+8GB RAM, both times the file was understandably slow, since it is a file heavy enough to exceed 16GB RAM. Still, 32GB should work.

However, and this is perhaps a too specific question for this hardware forum, after re-plugging all the RAM sticks I toyed with AEs hardware settings. I enabled GPU acceleration. My RAM has not exceeded 80% because part of the video is written by the GPU (as far as I understand it) but the lagg has not gone away (!?)
This means that my system is able to handle the AE file, as it is not capping its CPU, GPU or RAM, but AE still has a significant FPS issue.

5 FPS without any serious strain is bad. I applied all the best practices to run AE smoothly months ago, including previewing at 1/3 quality and skipping a frame. I posted this question on the Adobe forum and Creative Cow, but as far as I can tell those forums are not very active. So I am trying my luck here as well: may this not be hardware, but a software issue? And would there be a way to smooth things out that I have overlooked?

Correction edit: he also deleted all my pre-saved passwords and chrome plugins against my wishes. I have had better Saturdays.

 

[Colif]

I wouldn't let Dell
Make my PC
and/or
Do anything via remote access but I guess you were trying to prove a point

I don't believe After Effects uses the ram on the GPU when it uses hardware acceleration, more the processor on the GPU.
https://www.schoolofmotion.com/blog/graphics-processing-after-effects
given minimum recommended VRAM on GPU is only 2gb, I doubt it uses it.
its possible the benefit you feel is more your CPU not having to do it all.

Not sure what cause of FPS problem might be.

 

[oscar123124]

I wouldn't let Dell
Make my PC
and/or
Do anything via remote access but I guess you were trying to prove a point

I don't believe After Effects uses the ram on the GPU when it uses hardware acceleration, more the processor on the GPU.
https://www.schoolofmotion.com/blog/graphics-processing-after-effects
given minimum recommended VRAM on GPU is only 2gb, I doubt it uses it.
its possible the benefit you feel is more your CPU not having to do it all.

Not sure what cause of FPS problem might be.

It is one of the things I have to sit through to potentially make a case of Dell delivering faulty products and giving bad advice. It is mind-numbing and frustrating to sit through the process with a guy who keeps saying 'everything works like it should' when it clearly does not. I will keep you in the loop once the 32GB RAM arrives and if it solves the problem. Dell customer support is insanely abysmal so if anyone in the future is reading this thinking of buying Dell products: do not. The products may work fine, but customer support is an absolute nightmare.

Edit: At this point I wish I could just return my computer. I would be willing to spend 500eu extra on the exact same model from a different company if they supply decent customer support. Not even because the PC is bad (frankly, it is great aside from this particular problem) but the customer support makes me tear my hair out. Everything goes in circles and there is zero advice or response to serious problems.

 

[Colif]

it seems the bigger the company gets the worse support becomes as the less individuals mean to them, the company is too big. Its not just Dell, other companies do the same thing.

its probably too late but this is a good series to see who to miss

 

[oscar123124]

it seems the bigger the company gets the worse support becomes as the less individuals mean to them, the company is too big. Its not just Dell, other companies do the same thing.

its probably too late but this is a good series to see who to miss

Thanks for sharing! I will have a look.

 

[oscar123124]

it seems the bigger the company gets the worse support becomes as the less individuals mean to them, the company is too big. Its not just Dell, other companies do the same thing.

its probably too late but this is a good series to see who to miss

Dear Colif,

Do you think as an alternative I could buy 2 of these 2x16GB RAM sticks to make it 64GB? https://www.amazon.com/Crucial-2x16GB-Desktop-Memory-CT2K16G4DFRA32A/dp/B08C4LXXCJ

I would then try to return my 16GB RAM stick which they recommended me to order and the 32GB RAM stick upon arrival.

 

[Colif]

How much ram do you want?
Buy that much ram in a set
return/stop using the other ram

that is ideal way to fix problem.

Not buying other sets and hope they will work with what you have.

 

[oscar123124]

How much ram do you want?
Buy that much ram in a set
return/stop using the other ram

that is ideal way to fix problem.

Not buying other sets and hope they will work with what you have.

I want 64GB RAM and like I said - I am way out of my depth unfortunately 🙁. Do you mean that I should buy the set of 2x 2x16GB RAM? Or do you mean something different with 'buying a set'?

 

[Colif]

Buy 64gb of ram in a set. If that is what you want. Less chance of the errors you were getting if every stick is tested to run with the other one.

Don't mix sets if you can avoid it. Its almost as bad as

8+8+16+32

you can still run into problems even if the sets are the same codes, the chips of ram on sticks may be different. (I am not talking about sticks in a set here, just if you try to use 2 different sets together)

 

[oscar123124]

Buy 64gb of ram in a set. If that is what you want. Less chance of the errors you were getting if every stick is tested to run with the other one.

Don't mix sets if you can avoid it. Its almost as bad as

you can still run into problems even if the sets are the same codes, the chips of ram on sticks may be different.

Just to confirm that I am understanding correctly: if I buy 2 'sets' of these 2x16GB RAM sticks they should work together on my XPS Tower 8940 and I will reduce the likelihood of experiencing significant problems: https://www.amazon.nl/dp/B08C4LXXCJ...are-nl-3840031400560943600-20&geniuslink=true

This means I will have 4 cards, and all 4 slots filled.

Edit: Or can I buy the 2x32GB version? https://www.amazon.nl/dp/B07ZLD6Q1G...l-3840031400560943600-20&geniuslink=true&th=1

 

[Colif]

is that a bad thing?

you can get 2 x 32gb sticks if you only want 2 slots used

I wish it was easier, I have 2 x 16gb sticks now and adding 2 more would be easier than buying it all again.

 

[oscar123124]

is that a bad thing?

you can get 2 x 32gb sticks if you only want 2 slots used

I wish it was easier, I have 2 x 16gb sticks now and adding 2 more would be easier than buying it all again.

It wasn't a value judgment on my part, I simply have no idea haha. So if I order the 2x32GB RAM from Amazon, will this stick be compatible with my system? I want to make 100% sure, because then I will cancel my slow and delayed Dell order and actually save money by buying 2x32GB RAM. I just need to make sure these sticks will work with my system.

 

[Colif]

Just to confirm that I am understanding correctly: if I buy 2 'sets' of these 2x16GB RAM sticks they should work together on my XPS Tower 8940 and I will reduce the likelihood of experiencing significant problems: https://www.amazon.nl/dp/B08C4LXXCJ...are-nl-3840031400560943600-20&geniuslink=true

no

buy 1 set of 64gb ram.

Don't buy the 2 x 16gb sticks and try to mix them with the other ones.

 

[Colif]

It wasn't a value judgment on my part, I simply have no idea haha. So if I order the 2x32GB RAM from Amazon, will this stick be compatible with my system? I want to make 100% sure, because then I will cancel my slow and delayed Dell order and actually save money by buying 2x32GB RAM. I just need to make sure these sticks will work with my system.

show me the codes and I will go make sure for you.

 

[oscar123124]

show me the codes and I will go make sure for you.

Thank you for your time & effort.

Do you mean the codes on the RAM stick or certain aspects of my computer?

 

[Colif]

The codes on the ram you are buying from Amazon, then I go look to see what I can find on google about it and your PC

or I can go see what I can find that works?

I might be a while as I have other things I have to do. it might not be right away