Installed Ram not being fully ultilised, Advice needed

Hi
I'm needing some advice folks!
I'm helping out a friend of mine with a computer she recently bought from PC world last year
its a Pavilion 500-242ea or product code: F6J99EA#ABU
Now i actually work in IT and know my way around a BIOS / Motherboard / OS but this one has stummped me.
Her PC motherboard came with 6GB of Ram and is installed as follows 1 x 4gb DDR3 and 1 x 2gb DDR3 installed on her motherboard within the same coloured memory slots
the bios does confirm that there is 6GB installed,
i know you should pair these up with the same brand and amount but i cant see why this would be a problem? unless im mistaken? and saying that it was already installed on the PC when she bought it.
but when i go to system informtion in windows 8.1 it shows up as:
Installed memory (RAM): 6.00 GB (1.43 GB usable)
the computer as you can imagine is running very sluggish, it is a 64bit machine. so it does require 4gb minimum to run at it best on Windows 8.1
ive looked within bios and cant see anywhere that could be using this 4GB that is missing
my initial thought was that the Graphics card would have shared this hense why 1.43bg is usable
but there is nothing in BIOS showing this or where i can adjust this.
Ive also downloaded an up to date BIOS file for the PC and still it shows up the same
also made sure that both memory modules are inserted correctly, and i can confirm that they are
now my thought from here is, if it was faulty RAM then it wouldnt show up at all. and the BIOS is able to read both modules and the info from it.
ive told her i would do some research on this and see if i can at least solve the problem before she takes it back to PC World
any ideas?
thanks.

Reseat the RAM
In Task Manager under the Performance tab, Memory, how much in use and how much available? Open Resource Manager and see if anything strange.
Consider running a full AV scan.
Run MemTest86 to test the RAM
http://www.majorgeeks.com/files/details/memtest86.html
Please mark my post as SOLVED if it has resolved your problem. It helps others with similar situations.

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Installed Ram not being fully ultilised, Advice needed

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