My Pegasus2 R4 unmounted and the power button turned oragne. Im using OsSierra and the promise utility doenst show any interface window. The view and windows options are grey.
I cant turn on or mount the pegasus and the utility is not working on my Sierra.
Any ideas?
Cheers
H Partick,
It looks like this issue needs to be analyzed with the help of subsystem report of the unit to find out the problem.Kindly follow up your existing case # 20170731200538S.
Thank you.
they seem to be separated issues, how come is the pegasus utility not working or showing any active interface window for the MacOSSierra?
Hi Patrick,
There are many scenerios where you can face the Promise Utility not responding issue. I beleive it's not MacOSx issue.
Thank you.
What should I do to fix the utility? so we can start focusing on the RAID
Hi Partick,
Kindly follow up the support case # 20170731200538S.
Thank you.
I am having the same issue.
Pegasus2 R Series 8-bay enclosure with 8 x 4TB SATA HDD; PROMISE hardware RAID; Thunderbolt2™ technology; 1 meter Thunderbolt cable.
Strange thing is the system report has correctly ID'd the raid
Pegasus2-R:
Vendor Name: Promise Technology, Inc.
Device Name: Pegasus2-R
Vendor ID: 0x2
Device ID: 0x9
Device Revision: 0x3
UID: 0x000200000012AD40
Route String: 1
Firmware Version: 19.2
Port (Upstream):
Status: Device connected
Link Status: 0x2
Speed: Up to 20 Gb/s x1
Current Link Width: 0x2
Cable Firmware Version: 0.1.23
Link Controller Firmware Version: 0.13.0
Port:
Status: No device connected
Link Status: 0x7
Speed: Up to 20 Gb/s x1
Current Link Width: 0x1
Link Controller Firmware Version: 0.13.0
Hi Andrew,
Please go to https://support.promise.com and register the product under your name and create a support ticket with the latest subsystem report for further assistance.
Follow the below step to save the subsystem report for further investigation.
- Open Promise Utility.
- Click subsystem information icon on the top of the window.
- Click the lock symbol on the left bottom corner of the screen to unlock the utility.
- Click on save service report button to save the subsystem report.
Regards
Pradeep C
Hi I'm still with the orange light and nothing mounted to the computer. Also the Promisse app there is no display window. Any help with this? not even the promisse app is working....
Hi,
I'm experiencing exactly the same problem.
Installed macOS update to High Sierra 10.13.4 on return from vacation.
On restarting iMac (Retina 5K, 4Ghz Intel Core17), Pegasus Promise failed to mount, power button illuminated ORANGE, will not power down, or respond.
Have installed Promise Utility 'R_Promise_Utility_402000010', allowed extension under Security & Privacy and rebooted. Still not mounting and nothing showing in Promise Utility either.
Have submitted issue to Support Center and awaiting response but meanwhile, all my work and data is inaccessible. Uncertain how to proceed.
Any help or advice gratefully received.
PS
Since writing the above, I found and followed this advice:
- Shutdown the pegasus using the power button
- If it's not working unplug the power cable
- Mark and Remove all the drives from the unit
- Turn ON the unit without the drives
- Open Promise Utility
- Click subsystem information icon on the top of the window
- Click the lock symbol on the left bottom corner of the screen to unlock the utility
- Click on save service report button to save the subsystem report.
However, having powered down the iMac, removed power cable and drives then rebooted the Mac, the unit would not power up at all, either automatically or by depressing the power button.
All connections have been checked, alternate thunderbolt ports tried at both ends, rebooted several times, with and without drives replaced always in the correct order but the unit is showing no sign of power. I am therefore unable either to use the Promise Utility or generate a service report.
A follow up question, if the fault is with the unit itself, can I purchase a replacement 4 bay unit and insert the four drives from this faulty one?
Again, thank you in anticipation.
Mario
