Pegasus R6 not mounting

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 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?

Nyi Min San posted this 14 March 2019

I'm facing the same problem with my Pegasus R6, my MAC can't read and show the message uninitialized.

There are many data in my RAID drive and want it back seriously. Pls let me know how can I get it back and what is the step to do. Thanks.

Nyi Min San posted this 14 March 2019

Benjamin Roach posted this 05 June 2019

I'd love to follow this up - did anyone have any success here? I'm cautious about hitting up Terminal, having a bash and potentially doing more damage without some guidance from the Promise team first. Would love to know if there's a list of things we can check through to get our data initialised so when can migrate off their legacy systems.

Louis Huang posted this 23 July 2019

My Promise 2 R6. Stopped mounting today. I have an ongoing project on it. Did anyone solve this? OMG what a nightmare!

Tim Vogel posted this 12 September 2019

I am having the same problem. All ligths are normal on my R6. I'm running Blackmagic Designs Intensity Extreme through the Thunderbolt connections. I've tried it with and without. Nothing is working. I have tried the Promise Utility and the app opens but nothing is available. No interface. Menu options all greyed out. Attached are images and troubleshooting options described above. I need serious help with this issue.

Thanks in advance for help and support.

Last login: Wed Sep 11 15:28:57 on console

You have new mail.

Restored session: Fri Aug 9 11:05:28 EDT 2019

Uhlan:~ uhlan$ diskutil list

/dev/disk0 (internal, physical):

#: TYPE NAME SIZE IDENTIFIER

0: GUID_partition_scheme *1.0 TB disk0

1: EFI EFI 209.7 MB disk0s1

2: Apple_HFS UHLAN 999.3 GB disk0s2

3: Apple_Boot Recovery HD 650.0 MB disk0s3

/dev/disk1 (external, physical):

#: TYPE NAME SIZE IDENTIFIER

0: GUID_partition_scheme *2.0 TB disk1

1: EFI EFI 209.7 MB disk1s1

2: Apple_HFS Production 10 2.0 TB disk1s2

/dev/disk2 (external, physical):

#: TYPE NAME SIZE IDENTIFIER

0: GUID_partition_scheme *8.0 TB disk2

1: Microsoft Reserved 134.2 MB disk2s1

2: Microsoft Basic Data LITC BACKUP 02 8.0 TB disk2s2

/dev/disk3 (external, physical):

#: TYPE NAME SIZE IDENTIFIER

0: GUID_partition_scheme *4.0 TB disk3

1: EFI EFI 209.7 MB disk3s1

2: Apple_HFS Production 09 4.0 TB disk3s2

/dev/disk4 (external, physical):

#: TYPE NAME SIZE IDENTIFIER

0: GUID_partition_scheme *6.0 TB disk4

1: EFI EFI 209.7 MB disk4s1

2: Apple_HFS LITC BACKUP 01 6.0 TB disk4s2

/dev/disk5 (external, physical):

#: TYPE NAME SIZE IDENTIFIER

0: GUID_partition_scheme *6.0 TB disk5

1: Microsoft Basic Data AL WS 6.0 TB disk5s1

/dev/disk6 (external, physical):

#: TYPE NAME SIZE IDENTIFIER

0: GUID_partition_scheme *500.1 GB disk6

1: EFI EFI 209.7 MB disk6s1

2: Apple_HFS Production 04 499.8 GB disk6s2

/dev/disk7 (external, physical):

#: TYPE NAME SIZE IDENTIFIER

0: GUID_partition_scheme *500.1 GB disk7

1: EFI EFI 209.7 MB disk7s1

2: Apple_HFS Production 03 499.8 GB disk7s2

Scott Bassett posted this 17 September 2019

Almost same problem with my Pegasus R6 unit. The device is not mounting, however the Promise utility can access the device and report everything is operational (green check marks). Anybody solved the Pegasus units not mounting problem... Disk util can see the device, but it is not coming up as a volume. Any help is welcome.

Raghuraman Kannan posted this 18 September 2019

Hi Scott,

Please register yourself as a user @ https://support.promise.com and open a case after registering the Product.

Also, include the Subsystem report for our analysis.

Steps to save the subsystem report :

1) Open Promise Utility.

2) Click subsystem information icon on the top of the window.

3) Click the lock symbol on the left bottom corner of the screen to unlock the utility.

4) Click on save service report button to save the subsystem report and attach it to the case

Thanks !

Kyla Gent posted this 28 June 2020

My r6 stopped mounting suddenly. I have been using a converter to plug the thunderbolt cable into the new firewire on my 2019 imac. I feel like the converter might have fried the thunderbolt port. (Both of them actually have stopped working.) Has anyone had this problem?

I can't see it in the imac system report and promise utility won't launch. It's like it doesn't exist but the blue lights are on and it's humming away. It was 8TB of my work (photographer) and I need to get it off. Is there a workaround? I've swapped out all cables, swapped the converters (I have two) and tried plugging into my macbook pro. It's obviously a problem with the thunderbolt ports or the pegasus r6 reading the information coming through the ports.

Before it failed completely the hard drive was ejecting itself and then reconnecting sometimes overnight with the new computer (and converters) and I thought the power was just going out. I wonder now if it was slowly failing...

Thanks in advance for any advice. I have a support thread going with tech support but it's slow and the recommendations are basic. I need phone support really and a solution that goes beyond what I've already identified as not working.

Brooks Bell posted this 09 September 2020

I have hit this issue with macOS Big Sur beta 6. It turns out to be an issue with the beta OS beginning in beta 6 - beta 5 worked. You can work around the issue by installing the Pegasus drivers again. The driver install will want to Restart at the end - don't! Just leave the window open. When you run the Promise Utility you'll see your drive. (You may have to turn off your drive with the button on the drive and then turn it back on again).

Liked by

Robin Kurz posted this 14 September 2020 - Last edited 25 September 2020

I have hit this issue with macOS Big Sur beta 6. It turns out to be an issue with the beta OS beginning in beta 6 - beta 5 worked. You can work around the issue by installing the Pegasus drivers again. The driver install will want to Restart at the end - don't! Just leave the window open. When you run the Promise Utility you'll see your drive. (You may have to turn off your drive with the button on the drive and then turn it back on again).

Thanks for this, Brooks. I'm in the exact same spot and while it worked initially－I was even able to update the firmware－after a restart… all gone again. Are you seeing the same or is your RAID sticking around? Because I have TWO, a first-gen R4 and current R6 and neither are showing up.

I also find it very odd that the only thing offered up here is to "register and create a support ticket". How is there not anything standard one can be told to try out without all that? Especially since I'm sure that the only answer will be "we don't support Big Sur" if I do. 🙄

Robin Kurz posted this 25 September 2020 - Last edited 25 September 2020

UPDATE:

This is ridiculous.

I literally need to "install" the driver every single time I restart! After which my RAIDs mount. Then I simply force quit the installer.

How exactly is the installer able to do the job the actual driver is supposed to do? 😒

Admin

R P posted this 25 September 2020 - Last edited 25 September 2020

I literally need to "install" the driver every single time I restart!

No, you do not. There is absoluely no need to install anything. You just need to manually load the driver from a terminal after a boot. This can easily be scripted (bash, zsh, applescript) to simplify the process.

This is a response from another post, if you are going to run a beta you should expect this kind of thing to happen. Betas are test sofware, no one should ever use beta software in a production computer.

----------------------------

Hi Everyone...

For those of you on the beta channel, be advised that betas are intended for testing purposes and the beta experience includes breaking various functionality. No manufacturer supports a beta OS, not even the OS vendor. Betas are the last steps in the test process before a new OS is released.

That being said, this is a known issue and will be resolved as soon as possible after Apple releases the source code for Big Sur.

The workaround is to manually load the driver, there have been no reports of this not working.

The process is below. The first command checks to see if the driver is loaded. The second command loads the driver. The third command verifies that it is loaded.

tests-MacBook-Pro-14:~ test$ kextstat | grep -i stex
tests-MacBook-Pro-14:~ test$ sudo kextload /Library/Extensions/PromiseSTEX.kext/
Password:
tests-MacBook-Pro-14:~ test$ kextstat | grep -i stex
  190    0 0xffffff7f83b17000 0xd000     0xd000     com.promise.driver.stex (6.2.13) AE253556-66D8-38D2-B9D1-179B78F29153 <183 13 6 5 3>
tests-MacBook-Pro-14:~ test$

Once loaded it may take 10 or 20 seconds for the drive to appear on the desktop.

One last thing, I do not have Big Sur beta to test with, but Catalina broke a lot of things in that extra permissions have to be granted to run many kinds of software. It's possible that Big Sur has additional permission requirements for drivers to load, checking Settings > Privacy & Security > Privacy for any unchecked premissions for drivers or Promise devices would be a good idea.

richard french posted this 10 October 2020

I have a 10TB Pegasus R6 Thunderbolt drive that won't mount on Mac OS X Catalina or on other Mac with the previous OS.

Symptoms:

Blue lights on in front for all drives

Promise Utility does NOT show the drive present, but it does seem to be visible to diskutil:

97 rfrench@maxwell> diskutil list /dev/disk5

/dev/disk5 (external, physical):

#: TYPE NAME SIZE IDENTIFIER

0: GUID_partition_scheme *10.0 TB disk5

1: EFI EFI 209.7 MB disk5s1

2: Apple_HFS PROMISE-PEGASUS 10.0 TB disk5s2

The 10TB is correct and the Apple_HSF name is correct.

However, the drive won't mount on reboot. When I try to mount the disk manually, I get:

diskutil mountDisk /dev/disk5

One or more volume(s) failed to mount

Also:

diskutil info /dev/disk5

Device Identifier: disk5

Device Node: /dev/disk5

Whole: Yes

Part of Whole: disk5

Device / Media Name: Pegasus R6

Volume Name: Not applicable (no file system)

Mounted: Not applicable (no file system)

File System: None

Content (IOContent): GUID_partition_scheme

OS Can Be Installed: No

Media Type: Generic

Protocol: SAS

SMART Status: Not Supported

Disk Size: 10.0 TB (9999997992960 Bytes) (exactly 19531246080 512-Byte-Units)

Device Block Size: 512 Bytes

Read-Only Media: No

Read-Only Volume: Not applicable (no file system)

Device Location: External

Removable Media: Fixed

Solid State: Info not available

Virtual: No

Hardware AES Support: No

Desperate to find a way to get these files back. Can't tell if the enclosure is bad somehow or there is a fatal problem with a disk. All of them have blue lights.

Any suggestions would be most welcome - I can't find a backup of these files, so I am in serious need of ideas and help.

DF

richard french posted this 11 October 2020

responding to my own post.

Eventually, the Promise Utility was able to find the disk array but not to mount it. It showed that one 2TB disk in the array was marked PFA. I powered down the array and replaced the bad 2TB disk with a used one from another raid system, but I was not able to rebuild it because it was recognized as having other configuration information on it. I swapped out for a completely blank replacement disk (4 TB is what I had on hand), and then the Promise Utility reported that the RAID 5 array existed but had no backup and asked if I wanted to mount it any way. I answered NO but then was not able to rebuild the array - I got an error message. I tried again and this time accepted the array as being vulnerable, and it actually mounted on the desktop and I could see that my precious files were still there! In the meantime, I was able to start the rebuild. Slow, but promising. First thing I'll do is back up my files on a completely different disk.

Here are the usual steps I follow when I get a bad disk report on Promise:

Dismount, disconnect, and turn off drive, remove bad disk, install new disk, reconnect, turn drive on Fire up Promise utility 1) unlock with password 2) change Physical Drive List Settings status from pass-thru to unconfigured, using Promise Utility and clicking on Settings->Unconfigured 3) Save, then type CONFIRM, click Confirm 4) Under Disk Array, click Rebuild (don't change Source Physical Drive or Target Physical Drive - the target physical drive should be something like PD 2:6 TB for drive 2, I think) - click confirm 5) upper light should blink red, status will say Rebuilding.... 6) click on Background Activities to see % progress 7) turn off alarm in menu bar Device/Component List/mute buzzer 8) order replacement spare

Craig Crawford posted this 26 November 2020

I also have a first generation R6, but it won't turn on. The power button is orange so it is getting power, but it just won't power on. I have created a support case and I am been helped. I am hoping that it is just an issue with the power supply unit and nothing else but I was wondering, is it possible to read the RAID drives using other equipment, like for example a server or a Readynas? So removing the hard drives from the R6 and reading them with any other device. I have put TB's of data on the R6 and would like to get the data back.

John Neister posted this 08 December 2020

Hi Everyone...

For those of you on the beta channel, be advised that betas are intended for testing purposes and the beta experience includes breaking various functionality. No manufacturer supports a beta OS, not even the OS vendor. Betas are the last steps in the test process before a new OS is released.

That being said, this is a known issue and will be resolved as soon as possible after Apple releases the source code for Big Sur.

The workaround is to manually load the driver, there have been no reports of this not working.

The process is below. The first command checks to see if the driver is loaded. The second command loads the driver. The third command verifies that it is loaded.
tests-MacBook-Pro-14:~ test$ kextstat | grep -i stex
tests-MacBook-Pro-14:~ test$ sudo kextload /Library/Extensions/PromiseSTEX.kext/
Password:
tests-MacBook-Pro-14:~ test$ kextstat | grep -i stex
  190    0 0xffffff7f83b17000 0xd000     0xd000     com.promise.driver.stex (6.2.13) AE253556-66D8-38D2-B9D1-179B78F29153 <183 13 6 5 3>
tests-MacBook-Pro-14:~ test$
Once loaded it may take 10 or 20 seconds for the drive to appear on the desktop.

One last thing, I do not have Big Sur beta to test with, but Catalina broke a lot of things in that extra permissions have to be granted to run many kinds of software. It's possible that Big Sur has additional permission requirements for drivers to load, checking Settings > Privacy & Security > Privacy for any unchecked premissions for drivers or Promise devices would be a good idea.

-----

The above is unclear as to what exactly I need to type.....I tried to guess but it did not work

Please explain for a 5th grader!

thanks.

The default interactive shell is now zsh.

To update your account to use zsh, please run `chsh -s /bin/zsh`.

For more details, please visit https://support.apple.com/kb/HT208050.

iMac:~ johnayc$ kextstat | grep -i stex

Executing: /usr/bin/kmutil showloaded

No variant specified, falling back to release

79 0 0xffffff80031fa000 0xb000 0xb000 com.promise.driver.stex (6.2.13) AE253556-66D8-38D2-B9D1-179B78F29153 <78 14 6 5 3>

iMac:~ johnayc$ sudo kextload /Library/Extensions/PromiseSTEX.kext/

Password:

Executing: /usr/bin/kmutil load -p /Library/Extensions/PromiseSTEX.kext

iMac:~ johnayc$ kextstat | grep -i stex

Executing: /usr/bin/kmutil showloaded

No variant specified, falling back to release

79 0 0xffffff80031fa000 0xb000 0xb000 com.promise.driver.stex (6.2.13) AE253556-66D8-38D2-B9D1-179B78F29153 <78 14 6 5 3>

iMac:~ johnayc$

Admin

R P posted this 08 December 2020

Hi John,

iMac:~ johnayc$ kextstat | grep -i stex
Executing: /usr/bin/kmutil showloaded
No variant specified, falling back to release
79 0 0xffffff80031fa000 0xb000 0xb000 com.promise.driver.stex (6.2.13) AE253556-66D8-38D2-B9D1-179B78F29153 <78 14 6 5 3>
iMac:~ johnayc$

This shows that the stex driver was already loaded. And it's the latest driver.

The text posted was for Big Sur beta users when the driver would not load. Now Big Sur is released and the driver works fine.

You did not explain what the problem is or why you tried to load the driver. What seems to be the problem?

Angeline Liu posted this 24 January 2022 - Last edited 24 January 2022

Hi Kyla, in the end, were you able to resolve this. As i m facing the exact same issue now. Just wondering if you or anyone else have had any success if retrieving your files. Thx!

Your post some time back:
My r6 stopped mounting suddenly. I have been using a converter to plug the thunderbolt cable into the new firewire on my 2019 imac. I feel like the converter might have fried the thunderbolt port. (Both of them actually have stopped working.) Has anyone had this problem?

I can't see it in the imac system report and promise utility won't launch. It's like it doesn't exist but the blue lights are on and it's humming away. It was 8TB of my work (photographer) and I need to get it off. Is there a workaround? I've swapped out all cables, swapped the converters (I have two) and tried plugging into my macbook pro. It's obviously a problem with the thunderbolt ports or the pegasus r6 reading the information coming through the ports.

Before it failed completely the hard drive was ejecting itself and then reconnecting sometimes overnight with the new computer (and converters) and I thought the power was just going out. I wonder now if it was slowly failing...

Thanks in advance for any advice. I have a support thread going with tech support but it's slow and the recommendations are basic. I need phone support really and a solution that goes beyond what I've already identified as not working.

Keith Sims posted this 28 November 2022

Same issues. My R4 is not mounting. Has anyone come up with an easy fix? Promise?

Pegasus R6 not mounting

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