New RAM isn't compatible with laptop?

[BOLT7]

I have a Dell G15 5520 with 2X8GB memory sticks https://www.newegg.ca/p/0RN-001H-02353. Bought 2 new Corsair 16GB sticks to upgrade with the same specs (just higher memory) and double-checked the manual & online to make sure they work, but when I put them in I get this error "Invalid memory installed" and I am not sure why. I tried installing just one in either slot that also didn't work so I am very confused any help would be greatly appreciated. Thank you!

 

Laptop Manuals: https://www.dell.com/support/home/en-us/product-support/servicetag/77KB4Y3/docs

Error Code: https://www.dell.com/support/manuals/en-us/g-series-15-5515-laptop/dell-g15-5515-service-manual/system-diagnostic-lights?guid=guid-812a5e3e-a7b5-4c9e-8850-f71aefd4484e&lang=en-us

Old Ram:https://www.newegg.ca/p/0RN-001H-02353

New Ram:https://www.bestbuy.ca/en-ca/product/corsair-vengeance-16gb-ddr5-4800mhz-laptop-memory-cmsx16gx5m1a4800c40/16571969

[OddOod]

Welcome to the forums!
On page 12 of the Dell G15 5520 Setup and Specifications manual it specifically states that "32 GB, 2 x 16 GB, Dual-Channel DDR5, 4800 MHz" is supported. 
Given that your service warranty is still active, I'd contact them and see if there are any further troubleshooting steps you can do (assuming you don't have another DDR5 laptop sitting around to test the sticks with), then RMA the ram you bought because it seems to be broken

[BOLT7]

2 minutes ago, OddOod said:

Welcome to the forums!
On page 12 of the Dell G15 5520 Setup and Specifications manual it specifically states that "32 GB, 2 x 16 GB, Dual-Channel DDR5, 4800 MHz" is supported. 
Given that your service warranty is still active, I'd contact them and see if there are any further troubleshooting steps you can do (assuming you don't have another DDR5 laptop sitting around to test the sticks with), then RMA the ram you bought because it seems to be broken

Hello, thanks for your reply!

 

I contacted Dell support, but they were very unhelpful, technical support kept redirecting me to sales and sales kept redirecting me to technical support :^(  when I finally got to someone who was willing to help, they said that the memory should work in theory but it's weird that I was getting an invalid memory error instead of faulty memory. I guess I'll just return them to Best Buy.

[OddOod]

Yeah, consumer dell support *sucks*, sorry!
Good luck with the RMA

 

[Tetras]

Bizarre sounding error, from a google it seems that you have to keep at least one original module installed, which doesn't make any sense, how does it even know what you installed?

 

The only theory I have, is that it uses the serial number and checks that against what is logged into the BIOS, which sounds like something secure boot would do. You could try turning it off, though if your drive is encrypted this might have unintended consequences.

[BOLT7]

I don't think I can leave one in because 24GB configurations are not supported. Haven't tried disabling secure boot, will try that before returning them to Best Buy today. Thank you!

[BOLT7]

tried putting 24GB in anyways, didn't work. Disabled secure boot and that also didn't work. The craziest thing is I borrowed 2 Kingston sticks from a friend and they also didn't work.