New Pegasus 2 R4 not recognised by Windows

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  • Last Post 26 January 2018
Graham Davidson posted this 03 April 2017

Hi,

I've just received a replacement R4 unit from Pegasus (replaced under warranty) after one that I bought a couple of months ago could not be seen by the Pegasus utility in Windows. Now, lo and behold ... exactly the same problem!

This time, I decided to test the unit on my Macbook in an effort to see if the problem was in the unit itself or a compatibility issue. 

The Macbook saw it straight away!

The most frustrating part of the problem is that I have another R4 unit on the same computer that I've been using quite happily for the past two years. It makes me wonder if something has changed in the chipset or firmware that makes new models no longer compatible with my Windows computer's motherboard, an ASUS Z87 Expert.

If that's the case, it looks like I'll be forced to buy a newer thunderbolt PCI card.

The other thought I had was wondering if it might be viable to set it up on the Mac to see if that helps the Utility on the Windows comp to at least see the device, and then reformat it. This is turning into a very frustrating journey. Any help resolving this will be greatly appreciated.

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Karthik K posted this 03 April 2017

Hi Graham,

It looks like a compatibility issue with compuert's mother board.ASUS 787 expert is not tested from our end.You can find the compatible windows motherboard/system from the link https://promise.com/DownloadFile.aspx?DownloadFileUID=4279.

And as you mentioned it will work with Mac system.

 

Regards

Karthik

Graham Davidson posted this 03 April 2017

Can you recommend a compatible PCI card that I could purchase to resolve the issue?

Karthik K posted this 03 April 2017

Hi Graham,

Please find the compatibility list for Pegasus2 R4 at https://promise.com/DownloadFile.aspx?DownloadFileUID=4279.

Regards

Karthik

Graham Davidson posted this 03 April 2017

Thanks for the link Karthik, but it doesn't work.

When I checked the compatibility list here, https://promise.com/Support/downloadcenter, there was no list of PCI cards. There is a mention of an ASUS Z87 motherboard, suggesting ther ASUS Z87 family should be fine. The R4 that I bought in 2015 works fine on my Z87 Expert board.

I want to know if there is anything that explains why the older unit works and the new doesn't.

At the moment, the new unit is looking very much like an expensive brick. I need to know if a PCI card is a potential solution

Gra

Pradeep Chidambaranath posted this 03 April 2017

Hi Graham,

Please go to https://support.promise.com and register the product and create a web support ticket with your system specification for investigation.

Regards

Pradeep C

Sashi Rajamahendran posted this 10 April 2017

Hi Graham,

Have you installed the intel thunderbolt drivers. Do you have anything listed in device manager without drivers?

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Chris Landenberger posted this 16 August 2017

Thanks Sashi that worked for me!

 

I just downloaded the link from the following:

 

https://www.dell.com/support/home/us/en/19/drivers/driversdetails?driverID=7P7G7

 

 

 

 

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Reuben Ng posted this 26 January 2018

Hi Pradeep,

I am having the same issue as Graham and have done everything

Windows 10 and the z87-expert.

 

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