Pegasus R4 now not mounting after 2 days of use.

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  • Last Post 13 December 2017
Jonny Wooddell posted this 05 August 2016

Have had our R4 up and running for 2 days. During those 2 days I loaded it up with files from other drives. During an upload from an external drive the R4 disconnected. Now it will not mount and I recieve an error saying "The disk you inserted was not readable by this computer." However, inside of the Promise Utility I can see the drives and see that nothing is out of the ordenary. I have tried new thunderbolt cables. Again, everything was working great this morning. All lights are blue on the box.  

**When I noticed the change today I had just plugged in our XDcam reader and downloaded it's software. I'm afraid that this may have taken over the volume. 

Updated: 1139am

I opened up OS Disk Utility. Pegasus shows up as an external. However, it is not capturing any information about the data. See Screen Shot. Options under DU is Frist Aid, Erase, and Info (infor screen shot in attachements). 

Updated: 12:50

Spoke with Chris at support. Went through our Pegasus and found that things were working on that side of things. 

Please help. 

Firmware version 5.04.0000.57

I am running on:

iMac 3.4GHz i7

16g of memory

OSX El Capitan 10.11.6

Attached Files

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Joe Engledow posted this 05 August 2016

If you can contact it in Promise Utility and everything has green check marks, then try looking at it in OSX Disk Utility. You should be able to right click the Pegasus and mount the volume to OSX's file system.

Can you see the Promise Pegasus from Disk Utility? What happens if you right click the Pegasus in that app?

Jonny Wooddell posted this 05 August 2016

Updated: 1139am

I opened up OS Disk Utility. Pegasus shows up as an external. However, it is not capturing any information about the data. See Screen Shot. Options under DU is Frist Aid, Erase, and Info (info screen shot in attachements). Cannot right click on it. 

Joe Engledow posted this 05 August 2016

The Promise Utility says it is fine, but OSX says it's unreadable. OSX is what sees the files.

You can use First Aid in Disk Utility. For questions on that OSX app, contact Apple support.

Another app that customers come back to tell us about which helped them with filesystem issues is Disk Warrior. It's retail software from Alsoft, a third party. For more about Disk Warrior, please go here: http://www.alsoft.com/DiskWarrior/

We can also troubleshoot the Pegasus remotely to rule out any problems within the Pegasus causing this. Please call us at 408-228-1500 when in front of the Pegasus, or open a web support case under your registered serial number at http://support.promise.com.

Jonny Wooddell posted this 05 August 2016

I guess my question is...if the volume was blown away, but the drives are still visable via the promise utility...is there a way to see the data that was stored on those drives without using a data recovery software? There was about 10T on it. 

Justin Benn posted this 01 October 2017

Have had our R4 up and running for 2 days. During those 2 days I loaded it up with files from other drives. During an upload from an external drive the R4 disconnected. Now it will not mount and I recieve an error saying "The disk you inserted was not readable by this computer." However, inside of the Promise Utility I can see the drives and see that nothing is out of the ordenary. I have tried new thunderbolt cables. Again, everything was working great this morning. All lights are blue on the box.  

**When I noticed the change today I had just plugged in our XDcam reader and downloaded it's software. I'm afraid that this may have taken over the volume. 

Updated: 1139am

I opened up OS Disk Utility. Pegasus shows up as an external. However, it is not capturing any information about the data. See Screen Shot. Options under DU is Frist Aid, Erase, and Info (infor screen shot in attachements). 

Updated: 12:50

Spoke with Chris at support. Went through our Pegasus and found that things were working on that side of things. 

Please help. 

Firmware version 5.04.0000.57

I am running on:

iMac 3.4GHz i7

16g of memory

OSX El Capitan 10.11.6

 

Having the exact same issues as this. Ours has only been on for 48 hours?

Is there a straightforward solution to this, please?

 

 

Justin.

Dinesh Kannusamy posted this 01 October 2017

Hi Justin,

 

It looks like this issue needs to be analyzed with the help of subsystem report to isolate the issue.You can call technical support at 408-228-1500 or reach out through support case at  https://support.promise.com/.

 

Thanks..

kunal gohil posted this 04 October 2017

Have had our R4 up and running for 2 days. During those 2 days I loaded it up with files from other drives. During an upload from an external drive the R4 disconnected. Now it will not mount and I recieve an error saying "The disk you inserted was not readable by this computer." However, inside of the Promise Utility I can see the drives and see that nothing is out of the ordenary. I have tried new thunderbolt cables. Again, everything was working great this morning. All lights are blue on the box.  

**When I noticed the change today I had just plugged in our XDcam reader and downloaded it's software. I'm afraid that this may have taken over the volume. 

Updated: 1139am

I opened up OS Disk Utility. Pegasus shows up as an external. However, it is not capturing any information about the data. See Screen Shot. Options under DU is Frist Aid, Erase, and Info (infor screen shot in attachements). 

Updated: 12:50

Spoke with Chris at support. Went through our Pegasus and found that things were working on that side of things. 

Please help. 

Firmware version 5.04.0000.57

I am running on:

iMac 3.4GHz i7

16g of memory

OSX El Capitan 10.11.6

 

Having the exact same issues as this. Ours has been for over a week now?

Have shared all required reports and my case id - 20170928075922S

this is the last reply i have received from promise team.

Response By:- Karthik  Kandaday 30th September 2017 at 5:46
Hi Kunal,

I have sent the case to my next level of team they will check and get back.

I have about 14TB of footage/projects I can't afford to lose. How does one get Pegaus back on track or even to a point where you can transfer everthing you need?

Is there a straightforward solution to this, please?

Jay Packman posted this 13 December 2017

Hi all,

I just had this issue after I finally upgraded to osx high sierra. when I opened disk utility I had 2 items on the left- "Promise Pegasus2 R4 Media" and "Promise RAID" The "Promise Pegasus2 R4 Media" was mounted. I tried to unmount but could not. However the "Promise RAID" was not mounted. All I did was mount it in the Disk Utility and everything was up and running. Hope that helps

Jay

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