Pegasus R6 not mounting

  • 1.2K Views
  • Last Post 22 March 2018
Jonas Peterson posted this 02 March 2017

I have a first generation R6 that stopped mounting without warning. After talking with various reps I was told it's because of the firmware in the unit and that it's no longer supported so Promise can't help me. I'm desperate to get my files back. I understand I can get a Pegasus2 and put the old drives in there, but before I do that, is there anything else that can be done that won't cost me thousands of dollars?

Order By: Standard | Latest | Votes
Venkatachalam Settu posted this 02 March 2017

Hi Jonas,

What is the light status of the unit and drives?

What is the last change made on the unit?

Are you able to access Promise Utility?

Thank you,

 

 

Jonas Peterson posted this 03 March 2017

Blue lights, no changes has been made on the unit for quite some time. I cannot access Promise Utility.

Raghuraman Kannan posted this 03 March 2017

Hi Jonas,

Can you confirm if the Pegasus is visible in the MAC system report ?

You can also attach the MAC system report by using the below steps 

Apple Icon > About this Mac >  System Report > Choose 'File' & 'Save'.

If you have registered your product with promise, you can also visit https://support,promise.com and open a case with the logs for our review.

Thank you !

Mak Matthew posted this 29 May 2017

 

 I experienced the same problems. cn you help?

 

Venkatachalam Settu posted this 29 May 2017

Hi Mak,

We have received your case 20170529023957S. Please reply back to the case to check further.

Thank you.

 

 

Devendra Kumar posted this 29 May 2017

Hi Mak,

As we troubleshoot over the remote session and the above-mentioned issue has been resolved. Please reply to the case if you have queries.

Thank you

  • Liked by
  • Mak Matthew
Mak Matthew posted this 29 May 2017

Thank you very much! 

Rob Lambert posted this 03 October 2017

Hi all - I was wondering what the solution to this was. After trouble shooting it turns out it is my Pegasus R (which has been super trusty for the past 4 years) is now not mounting. I followed the insructions on how to check the Thunderbolt port and sure enough it is showing up deep in the Apple menus, just not on desktop/disk utility like it usually does. I too have about 8TB 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?

 

See image for System Report showing it is connecting way somewhere somehow.

Venkatachalam Settu posted this 03 October 2017

Hi Rob,

Please open a case at http://support.promise.com or call us at (408) 228-1500 to troubleshoot the issue.

Thank you.

 

 

Jose Luiz Aliperti Jr posted this 27 October 2017

Anyone here has being able to resolve this? Can you please please let everyone know what the solution was?

Tks

Hanif Abdulrasul posted this 14 March 2018

I have a first generation R6 that stopped mounting without warning. After talking with various reps I was told it's because of the firmware in the unit and that it's no longer supported so Promise can't help me. I'm desperate to get my files back. I understand I can get a Pegasus2 and put the old drives in there, but before I do that, is there anything else that can be done that won't cost me thousands of dollars?

 

Me too any luck getting R6 to mount?

Pradeep Chidambaranath posted this 14 March 2018

Hi Hanif,

Could you please go to https://support.promise.com to register the product and create a support ticket with the complete subsystem report for further investigation. Go to the below link to download the latest version of the utility.

https://promise.com/DownloadFile.aspx?DownloadFileUID=4617

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 in 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

Hanif Abdulrasul posted this 22 March 2018

Hi I found this....

Recovering a RAID Drive that won't mount: FIXED!

I was running a 2 x 2TB, RAID 1 on a FW800 enclosure, with over 600GB free. The array was listed as degraded in Disk Utility. I tried to rebuild the set, thinking it was just a logic error. When I saw the rebuild time was well over 3 days, I broke the mirror, thinking I would be able (as the message box indicated) use each drive separately.

As it turns out, the enclosure died, and after I broke the mirror, neither volume would mount. No matter what I tried I couldn't get it to mount. The volume was greyed-out in the Disk Utility GUI, and Drive Genius wouldn't touch it.

I searched for weeks, and finally found the answer here: http://dice.neko-san.net/2010/07/repairing-appleraid/

In short, I ran 'diskutil list' from terminal and located a partition labeled "Apple_RAID_Offline".

In my case it was '/dev/disk1' with an identifier of 'disk1s2' and an index of '2' and contents as 'GPT part - 52414944-5F4F-11AA-AA11-00306543ECAC'. The GUID-looking number in the contents refers to the type of partition, in my case "Apple_RAID_Offline" (source: http://developer.apple.com/library/mac/#technotes/tn2166/_index.html)

Then I ran 'gpt show disk1' to list the partition data for '/dev/disk1'. This gave me the start and size. I copied the output to textedit then ran removed the partition manually with this:

'gpt remove -1 2 disk1'

This removed the partition data, not the volume contents.

Then I re-added the partition with the type "Apple_HFS" with a GUID of "48465300-0000-11AA-AA11-00306543ECAC".

The command looks like this:

'gpt add -b *start* -s *size* -t 48465300-0000-11AA-AA11-00306543ECAC disk1'

You'll want to replace *start* and *size* with the output from 'gpt show disk1'.

The instant I did this, I could mount my drives!!


My data is like this...

sh-3.2# gpt show disk4
        start                   size                   index     contents
            0                     1                                    PMBR
            1                     1                                    Pri GPT header
            2                   32                                    Pri GPT table
           34                   6        
           40                409600                1          GPT part - C12A7328-F81F-11D2-BA4B-00A0C93EC93B
       409640  62507136944                2          GPT part - 48465300-0000-11AA-AA11-00306543ECAC
  62507546584       262151        
  62507808735           32                                Sec GPT table
  62507808767            1                                 Sec GPT header

what do i need here?

'gpt remove -1 2 disk4'

and

'gpt add -b *start* -s *size* -t 48465300-0000-11AA-AA11-00306543ECAC disk4'

 

anyone?

Richard Oettinger posted this 22 March 2018

Hanif, what is a "FW800 enclosure", and why are you seeking help with it on a Promise Pegasus forum?

 

Close