Pegasus R6 Two drives failure

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  • Last Post 24 September 2019
Karim El Dib posted this 16 September 2019

Hi, 

I've been running a Pegasus R6 12 TB RAID 5 array with no troubles for years and now I am having a big issue. 

5 months ago I had to replace a disk marked as « dead » in Slot 1, did it and rebuilt with success. I replaced it with a new disk same brand and model as the ones that came with the array (Seagate barracuda 2TB). The R6 has been running fine afterwards.

Three weeks ago, again, I had to replace another disk marked as « dead » in Slot 5, did it and rebuilt with success. Did replace with brand new same kind of drive (Seagate barracuda 2TB). The R6 has been running fine till today.

Today, I was running the unit fine and suddenly after half an hour running, two drives went dead at the same time, including the one freshly replaced in Slot 5 three weeks ago and another one in Slot 6 :(

In the "Events" section of promise utility, it reports that "Physical disk is marked as DEAD due to removal"??? I didn't even touch the Unit, it's sitting still!

Unit is powered through a UPS so there is no question of any power loss or problem, and its sitting on a sturdy dedicated shelf without any kind of movement and in a fair air temperature, firmware is up to date so I have no clue why that happened!

What can I do? Is it possible to simply buy two new drives, replace the dead ones and rebuild? 

I am running latest version of Promise Utility on Windows 7 ultimate

Here is service Report : Service Report also attached to this message below in PDf with screen captures

I'm right in the middle of an important project and people expting delivery.. :(

Please help! 🙏

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Raghuraman Kannan posted this 18 September 2019

 Hi Karim,

We are not able to view the report in the proper format. 

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 !

Karim El Dib posted this 23 September 2019

Hi, 

I was finally able to open a Case. Support answered within 24 hours, and after seeing the report said that PD6 was "forced" dead, they offered to remotely force it back online and rebuild hoping PD5 was not dead and the volume could be recovered. Rebuilt was done successfully and so far after 5 days the array is performing as before. I would like to thank Promise support and give them thumbs up for their help, really really much appreciated, especially as the Array is a legacy product but they still were able to offer quick and efficient support. That is what we expect from a company dedicated to professionals, I couldn't be so glad to have bought two arrays from Promise already, and will definetely remain loyal to this brand for my future buyings. I will keep on recommending Promise products to everybody I know in the business as well. Promise could not honor better its name and indeed offers top quality products and service. Thank you so much!

Raghuraman Kannan posted this 24 September 2019

Hi Karim,

Thank you for the Feedback ! Good to know that our Array is working great again. 

Do contact us for any issue.

Thanks !

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