Pegasus R6 crashes OSX Sierra 10.12.1

Pradeep Chidambaranath posted this 16 November 2016

Hi Bart,

Pegasus R6 is compatible with MAC OSX Sierra. Could you please confirm the firmware version that is running on the unit. Follow the below steps to get the firmware version of the Pegasus unit.

- Open Promise Utility

- Click on subsys information on top of the window. You should be able to see the firmware version that is running on the unit.

Bart Venckeleer posted this 16 November 2016

Hi Pradeep, the firmware version running is 5.04.0000.57.

Cheers, Bart

Pradeep Chidambaranath posted this 16 November 2016

Hi Bart,

That is the most current firmware version. Could you please follow the below steps to generate the complete subsystem report to check if there are any issues with the drive.

Go to the below link go download the latest version of the utility. http://promise.com/DownloadFile.aspx?DownloadFileUID=4124 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.

Once the report is generated, Please go to https://support.promise.com to create a support ticket and attach the subsystem report for further investigation.

Regards

Pradeep C

Richard Nicholson posted this 19 November 2016 - Last edited 19 November 2016

Hello Pradeep,

I have a similar problem. Since updating to Sierra 10.12.1 on my Mac Pro (late 2013), when my Pegasus2 R4 is online at boot time, it takes about one hour, then I get a black scrren, complete reboot, and a message window ("Your computer re-started because of a problem."). I have found from Apple support that means a kernel panic. No software was identified in that message window. If the Pegasus2 R4 is not online at boot time, there does not appear to be a problem (although perhaps I just haven't waited long enough?). My Pegasus2 R4 firmware version is 5.04.0000.18 which is apparently not current. I downloaded the latest Promise Utility and did Save Service Report. When I tried to attach it to this email, it said "file extension not allow". Then, when I downloaded the new firmware, the file could not be opened. Please advise.

Richard Nicholson

Venkatachalam Settu posted this 19 November 2016

Hi Richard,

The firmware file couldn't be opened. You have to download and save the firmware file in your mac system.Please follow the steps to update the firmware.

- Open Promise Utility & Click the lock symbol on the left bottom corner of the screen to unlock the utility.
- Click on Admin on the Menu Bar and select the img file to update the latest firmware.
- Reboot the unit once it is completed.

Please monitor the unit status and generate the complete subsystem report to check if there are any issues with the drive.Once the report is generated, Please go to https://support.promise.com to create a support ticket and attach the subsystem report for further investigation.

Thanks.

Regards

Venkat

Richard Nicholson posted this 20 November 2016

Hi Venkat,

Updating the firmware has solved the problem.

Thank you very much.

Richard

Richard Nicholson posted this 20 November 2016

Hi Venkat,

Well, I spoke too soon. The system just crashed again. Same symptoms: black screen, automatic reboot, message window "Your computer has restarted due to an error." Next I will Unmount the Pegasus2 R4 and see if crashes happen.

Richard

Pradeep Chidambaranath posted this 20 November 2016

Hi Richard,

Please try to boot the system without the Pegasus unit and update us for further investigation.

Richard Nicholson posted this 21 November 2016

OK. I booted with the Pegasus. It's been running fine for 8 or 9 hours. I'll leave it running overnight. When it crashes (with the Pegasus mounted) it doesn't matter what I'm doing. In fact, I can be doing literally nothing and it will crash. So if in the morning it is still running (without the Pegasus) then I will run the utility and get a complete report. What do I do with it?

Richard

Richard Nicholson posted this 21 November 2016

In my last entry I misspoke. I should have said "I booted without the Pegasus." Sorry about that confusion. I booted without the Pegasus and left it running all night. This morning: it had crashed. Same symptoms. So I think the Pegasus is off the hook. Good to have updated the firmware of course. BTW, this morning I booted in Diagnostics mode (d key held). The Apple hardware diagnostics came back clean. So I re-installed macOS 10.12.1 Sierra. If it crashes again, I'll consider downgrading the macOS. In any case, thanks for your help.

Richard

Richard Nicholson posted this 22 November 2016

The Java update seems to have fixed the problem. On the Mac Pro, with macOS 10.12.1 Sierra, the Java control panel now says (under Update): "Your system has the recommended version of Java. Java 8 Update 111." With Java updated, I rebooted and let the Mac Pro run all night. No problems in the morning. Now I have re-connected the Pegasus2 R4 with its firmware current. No problems. So, again, thank you for your help and your patience.

Richard Nicholson

Pegasus R6 crashes OSX Sierra 10.12.1

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