Pegasus R6 won't mount with drives installed, utility won't open. Show in utility without drives,

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  • Last Post 01 February 2018
Ramasses Head posted this 01 February 2018

Hello there I'm new to using the pegasus r6. I recently purchased a Pegasus R6 with 12TB of storage on Ebay. When I connect it to my Macbook Pro it doesnt show up as a device. Also the Utility application will not display anything. The power Button stays orange and cannot power down the system. I have been searching online for an answer to my issue with no luck. I decided to unplug the power and remove the drives then reconnect and power back up. This time the power light starts orange then turns blue. And the Utility will open. I'm not sure what the previous owner did with the drives or what I can do to make the unit recognize them. Any help would be greatly appreciated, its an original Pegasus R6 connected via Thunderbolt to a Macbook Pro Retina 2.8ghz i7 with 16GB of RAM running OSX 10.13.2, I was able to download the laterst firmware and update the unit and that didnt help. I've also been able to save the subsysteminfo file. Help please. 

 

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Pradeep Chidambaranath posted this 01 February 2018

Hi Ramasses,

Could you kindly install the latest Pegasus dirvers for High Sierra to see how it works.Go to the link below to install the latest version of drivers.

https://promise.com/DownloadFile.aspx?DownloadFileUID=4533

If you still have any issues, mounting the volume then, please shut down the unit, mark and remove all the drives from the unit, turn on the unit with out the drives and see if the unit is recogonized by the Promise Utility. The power light should be blue for the unit to be recogonized by the Promise Utility.

If the unit is recogonized, kindly turn off the unit, insert all the drives back to its original position and turn on the unit to see how it works.

Go to the below link to download the latest version of the utility.

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

If you still have any issues, please go to https://support.promise.com to register the product and create a support ticket for further investigation.

Regards
Pradeep C

 

 

Ramasses Head posted this 01 February 2018

Thank you Pradeep C, I just tried your suggestion and the device still didn't show up and the utility wouldnt open. SO I opened a support ticket. 

Pradeep Chidambaranath posted this 01 February 2018

 Hi,

Kindly check the Case ID: 20180131201559S for further updates.

Regards
Pradeep C

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