Pegasus 2R4 not mounting

  • Last Post 03 August 2018
Doug White posted this 02 August 2018

Walked up to my iMac Pro (10.13.6) this morning that wouldn't wake from sleep. Had to force shutdown and restart. Upon restart, P2R4 not mounted on desktop nor is it listed in disk utility. It also does not show up when Promise Utility is launched. Hot plugging Thunderbolt cable no help. P2R4 is communicating as witnessed but the LEDs on the unit when shutting down and restarting the mac. Promise Utility Ver. 4.02.0000.12 (C01). Firmware and utility update check is up to date. Thunderbolt cable has been replaced months ago as instructed by Promise Support. This is an ongoing problem over multiple client units of the same type and capacity over the past years with multiple OS.  All of my data is on this unit and I cannot work! Help!.

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Venkatachalam Settu posted this 02 August 2018

Hi Doug,

Kindly follow the steps and try to save the subsystem report of the unit.

- 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
- Click subsystem information icon on the top of the window
- Click on save service report button to save the subsystem report.

Please open a case at or call at (408) 228-1500 to troubleshoot the issue.

Doug White posted this 03 August 2018

This is not a drive failure and the unit does not appear in the utility. Downloading and installing the driver made the unit mount on the desktop. The utility does not show any failiure in the unit.