I’m having similar problems but with my own memory. Both modules work, but only on channel 1 (not channel 0 or 0 & 1). Hoping support can figure this out for us!
Welp, after a few more exhortations to test out one bank at the time without SSD installed, issue got escalated.
They do advise that they have higher volume than usual at escalation, so not counting on hearing back before Monday.
From comment above, mine may not be an unique case. Funky batch? Let’s see what’s next. Support has been super responsive, sometimes more than one person coming back to me. No complaints.
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I was batch 3, what were you?
I’m hoping it’s something they can resolve easily. I can totally use it for now with “only” 32GB of memory, but I’d like to have the option to use all 64 
I wish I had other approved memory to test with just to be sure it’s not incompatibility with my BYO ram, but I suspect it’s something else since both sticks work in one of the slots.
I’m on B2. Working out the kinks is reasonable for real early adoption. I’ve been waiting for it since July so I can work through it a few more days or weeks.
I am actually surprised mine is just the second thread on this type of issue. To me the big takehome is that support is on top of things and not giving anyone the run around. For a machine that is supposed to last the better part of a decade and be fixable that is the key issue.
To add: twice now I had different people saying that my case was escalated and yet asking me to do something I had already stated did not work. Several people on the same ticket at the same support level. FW may want to look into their ticketing system. Probably trying to meet timeliness goals, but then of course overworked people will miss previous exchanges on the thread and repeat stuff. If anything a sign that they want to be responsive, just not very efficient.
Hard agree!
I have a 13 11th gen that I’ve loved for the past year or so, and I’ve been pretty happy with it! I’m happy to be able to have laptops I can adapt and upgrade readily, and good support from the manufacturer to do so!
Aaaaand… the board gets RMA’ed, after they looked closely at the board pics. Unclear what that last part means, maybe that there is no obvious damage so best guess is a faulty board?
They do advise the RMA team is experiencing higher than usual volume, so I guess these early batches be finicky.
Hi,
If a board shows no visible, to the eye, damage, one can still use special x-ray machines to take pictures of all layers of the board and work out where the fault lies. Where I work has such a diagnostic machine.
Well, that is for sure beyond the scope of the equipment currently available in my living room. 
Hopefully the new board will be in top shape and they can figure out if they have a production issue or just a bad delivery contractor when they get the original board back.
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Did they request the board to be sent back before issuing the new one? Not a huge deal, but mine’s usable with one DIMM, and was hoping to actually use it until I can replace it (assuming they RMA mine.)
Also, are you sending just the board, or the whole laptop?
No details yet. Will update when I hear back from FW.
So, already got my UPS shipping label. Old board will be sent back on the same box in which the new one will arrive. Order is confirmed on the website, but no email with tracking information yet.
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Yeah, I just got an RMA this morning too, so hopefully it won’t be too long for either of us! And hopefully we get boards with no more problems
My guess is the boards were damaged in transit. Not damaged enough for someone to see with the eye, but damaged enough to cause your problems. For example, simply running over a pot hole in the road can be equivalent to dropping the box from 10 meters.
Quite a good guide for testing delivery boxes is to test them against the MIL / STANAG military standards that covers vibration, shock etc. required for parts delivery from factory to the field. Remember the boxes being delivered are not placed on comfy seats like people are when in the vehicle. Remember how comfortable it is sitting in the back of a pickup truck.
I think it should be tested with 700-800G of shock.
e.g. The non-operational shock requirement is 700G, half-sine, 0.5ms, total 6 shocks,
along all three axes (+/-).
In the frame work packaging, I wonder how much a 700G shock is attenuated when passed though to the motherboard.
That’s my best guess too, although given how delivery drivers treat packages it kinda puts the whole business model into question. I once saw a dude in Washington, DC just throwing, literally throwing, packages out the back of his UPS truck and then stack them up on his dolly like they were bales of hay.
And almost a week to the day I got my order for the new board confirmed, i got shipping information. Board got shipped today from the Netherlands, not TW. Let’s hope it makes it here in working condition. Being shipped by FedEx, but the return of the broken board will be done by UPS. Gotta save where you can.
Thank you for keeping us updated. I’m going through something similar right now with support. You are giving me hope that I will get this resolved. I’m going on day 4 of troubleshooting with them!
Hope you’ll get it figured out and fixed.
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Welp. My story didn’t have a happy resolution.
Sorry to hear that my dude. I’m glad I didn’t skimp and bought the RAM directly from them.
In any event my story had a happier ending. Got a replacement board today, installed it with no problems, booted first time around. Extended mem test on boot shows everything is peachy, was able to boot into Arch install and spam the NVME disk with randoms bytes.
All in all, disappointed it didn’t work on first try, but best customer support experience I ever had. Hope they stay on this good course it was just asymptoticaly bad luck on my end.
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Great to hear!
Yeah, I’m bummed that a standard sodimm kit didn’t work. Of course, I understand that the DIY part means some risk, and I’m ok with that. Not thrilled - but I’ve had plenty of people help me by being early adopters and figuring things out, I just hope I can help head someone else off from making the same mistake with that memory - or, better, that maybe FW will be able to figure out a firmware fix or something for better general compatibility.
And, of course, I can still use mine with one module until I can get replacement memory, so it’s not been the worst experience
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