He likly only has 2GB installed. Someone just told him he had 4 or that intalling a x64 OS would give it to him.
I have seen it before. Guy swore he had 4 gigs. I pulled a chip to find it was a 1 gig chip. But it said 2048 on the chip because it was a set of 2 1gig chips for 2048. Therefore they though they had 2gig chips.
For 2 gigs to vanish would be either a bad memory controler, bad memory, improper install(not fully locked down).
If the PC is 2 years old or younger it very likly supports at least 4 gigs.
Probably user error.