Pegasus2 R4 - DISK NOT EJECTED PROPERLY Issue with macOS 11.3

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Robert Bousfield posted this 29 April 2021

Mac Pro 2013 / macOS Big Sur 11.3 / Promise Pegasus2 R4

 

After upgrading to macOS Big Sur 11.3 I am notified that the two volumes on my Promise RAID are disconnected when my Mac wakes from sleep.

 

 

Console log shows the Mac thinks the cable has been disconnected - it hasn't and same cable was working fine with macOS 11.2.3

 

default    19:51:20.253087+0100    kernel    STEX : Thunderbolt cable disconnected while wake up

 

I also tried a new Thunderbolt 2 cable - same issue.

 

Anyone else seeing this behaviour?

 

Thanks.

 

 

 

Update - 29th Oct 2021

I  raised a support ticket when I became aware of this issue (Case #20210511022143S,  in case anyone wants to reference it in any communication with Promise) but sadly seem to be getting nowhere with Promise Support about this.

The last response gave the impression that they had not read and understood the original reason for the ticket and many updates added with each macOS system update that did not fix the issue from Apple's side.

They even suggested that I remove the Promise Driver - something that is not possible as the driver is supplied by Apple and resides on a sealed (read only) System Volume on Big Sur and Monterey.

I think I am getting to the point of retiring this unit which is a real shame as it has performed flawlessly till this issue came about as a result of some change Apple made with the 11.3 update.

 

 

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Jan Vercammen posted this 01 May 2021

Dear Robert,

I too see this kind of behaviour on my Mac Pro late 2013 with Pegasus2 R4 after Big Sur 11.3. 

  • Put Mac to sleep
  • After a while the R4 turns off
  • Shortly later R4 turns back on - does something ??? - then turns back off  (did not happen before 11.3)
  • Wake up with spacebar

Resulting in 2 of those messages.

Kind regards,
Jan

 

Felix Sorger posted this 01 May 2021

Hi Robert and Jan,

I am having the exact same problem and same behaviour as described by Robert. It actually really disconnets because FCPX exits because it cannot (could not) read/access the open Library anymore.

Kind regards,

Felix

 

 

Latest Software Promise Utility and Firmware

Pegasus2 R4

Big Sur 11.3, Mac Mini 2018, 3.2 i7, 32GB RAM with EGPU BM Radeon Pro 580

Robert Bousfield posted this 04 May 2021

Hi Jan/Felix,

Many thanks for taking the time to also report you are also seeing the same behaviour.

I have raised a support ticket with Apple about this.

The problem is still present in the macOS 11.3.1 update released last night  - which I understand was a primarily a security patch so I did not expect any change in this behaviour but one always hopes 😉

Best,

Rob

William Wood posted this 06 May 2021

Same problem here...

Mac Pro late 2013 with Pegasus2 R4 after Big Sur 11.3 and with 11.3.1.

Rick WS posted this 10 May 2021

Yep... Same here.. anyone has a fix yet?
iMac 5k late 2014 with Big Sur 11.3.1 and Pegasus2 R4 (Which I absolutely both love to this day..great purchases)



Keith Diefendorff posted this 11 May 2021

Mac Pro 2013 / macOS Big Sur 11.3 / Promise Pegasus2 R4

 

After upgrading to macOS Big Sur 11.3 I am notified that the two volumes on my Promise RAID are disconnected when my Mac wakes from sleep.

 

 

Console log shows the Mac thinks the cable has been disconnected - it hasn't and same cable was working fine with macOS 11.2.3

 

default    19:51:20.253087+0100    kernel    STEX : Thunderbolt cable disconnected while wake up

 

I also tried a new Thunderbolt 2 cable - same issue.

 

Anyone else seeing this behaviour?

 

Thanks.

 

 

 

 

 

Keith Diefendorff posted this 11 May 2021

Same problem for me on 11.3.1.

Rick WS posted this 12 May 2021

Yeah.. tried thunderbolt cable too..that's what Promise told me to try with earlier issues with Pegasus not sleeping very quietly.. it can wake up sometimes and run for a while.. or a long while sometimes.. and goes back to sleep while my iMac is sleeping. 

New issue that I've noticed yesterday is that now my Promise won't show in the 'favourites' list of my Finder anymore. 
I assume this is a consequence of it being noticed as 'unsafely removed'...

Still on 11.3.1 and iMac 5k. 


Felix Sorger posted this 12 May 2021

For the moment, as workaround, I use a little App called Amphetamine which prevents the disk to go to sleep. No issues with that, no disconnects.

And when I am not actively using the disk for a day or so I unmount it and turn it off so it is not running for nothing.

Sean Merriam posted this 15 May 2021

Came here looking for solutions to the same problem - Mac Pro late 2013 running 11.3.1 with Final Cut. I didn't pay attention that it does only happen when the machine goes to sleep.  Never happens while using it.  Relief to feel that the array is not on it's last legs. It's been a beast for many years.

Nick Vincent posted this 16 May 2021

Same issue here with Mac Pro 2013 / macOS Big Sur 11.3.1 / Promise Pegasus2 R6 

Since the last upgrade to 11.3.1, my Pegasus is thought as disconnected from the Mac when it goes to sleep.

I didn't have this issue with the previous versions of Big Sur.

Let's hope it's sorted out soon.

Nick Vincent posted this 26 May 2021

Same issue here with Mac Pro 2013 / macOS Big Sur 11.3.1 / Promise Pegasus2 R6 

Since the last upgrade to 11.3.1, my Pegasus is thought as disconnected from the Mac when it goes to sleep.

I didn't have this issue with the previous versions of Big Sur.

Let's hope it's sorted out soon.

And for the ones wondering, the same applies to macOS 11.4 of course...

Ricardo Mejia posted this 31 May 2021

I have the same issue:

Mac Pro (Late 2013)

macOS Big Sur V 11.4

Pegasus 2 R4

 

When I awake my computer in the morning, I am finding a long list of notifications that were sent every 5 minutes since the computer went to sleep with the message "Disk not ejected properly".

 

I have to re-start the computer because the storage is not recognized.

 

I did the same  as others: change the cable, changed the thunderbolt port in both, the computer and drive. No effect. 

 

For now, the only thing that works for me is to turn the computer off every night to avoid the messages (not ideal since that is when updates happen).

 

Hopefully we'll see a solution soon.

Ricardo Mejia posted this 01 June 2021

Problem Solved!

I updated the firmware of my Pegasus 2 R4

That took care of the problem.

I hope this helps you all.

Install Promise Utility. In the top menu: Promise Utility --> Check for Updates

Nick Vincent posted this 02 June 2021

Problem Solved!

I updated the firmware of my Pegasus 2 R4

That took care of the problem.

I hope this helps you all.

Install Promise Utility. In the top menu: Promise Utility --> Check for Updates

Very happy for you! Can I ask you what version you're on? 

I have been checking for updates for my R6 and Version 4.04.0000.42 (C05) seems to be the latest for my R6.

Robert Bousfield posted this 02 June 2021


Install Promise Utility. In the top menu: Promise Utility --> Check for Updates

 

Hi Ricardo.

 

This does not work for me - no updates reported from the Utility.

 

I am current on firmware version : 5.04.0000.64 (Utility version 4.04.0000.42 (C05) )

 

What version did your update take you to?

 

Rob

Ricardo Mejia posted this 02 June 2021

Rob and Nick:

I updated to Firmware Version: 5.04.0000.64

Utility version 4.04.0000.42 (C05)    (Nick, maybe it was just a typo in your message, but just in case, this is the version of the Promise Utility, not the firmware)

 

I had to re-start the system and the Pegasus unit before any change took effect.

Also, this is how I configured the Energy Saver

 

 

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Jean Marc BARA posted this 02 June 2021

Same issue here. Glad to see I am not alone.  Have two Pegasus2 R4 connected to Mac Pro "trash can".  Problem started with MacOS upgrade to Big Sur.  For the moment I will be using Ricardo Mejia's Energy Saver settings suggestions in the previous post.  If anyone at Apple or Promise is reading this, I hope that this "Disk not ejected properly" issue will be fixed so as to be able to give hard drives a rest when computer is not in use, without having to Shut Down.

Jean-Marc

Robert Bousfield posted this 03 June 2021

Rob and Nick:

I updated to Firmware Version: 5.04.0000.64

Utility version 4.04.0000.42 (C05)    (Nick, maybe it was just a typo in your message, but just in case, this is the version of the Promise Utility, not the firmware)

I had to re-start the system and the Pegasus unit before any change took effect.

Also, this is how I configured the Energy Saver

 

Thanks for confirming those versions Ricardo.

 

I had had already disabled the Mac from sleeping as a workaround for the issue.

 

Since my machine is not a server this is not ideal, and as Jean commented it would be good to have a real fix to restore the ability to sleep as expected.

 

Rob

 

 

 

 

Nick Vincent posted this 03 June 2021

Thanks Ricardo,

Yes, I'm on 4.04.0000.42 (C05) for the utility software and Firmware Version: 5.04.0000.64 for the R6.

Unfortunately, this doesn't solve anything on my side.

Best,

 

 

Ricardo Mejia posted this 03 June 2021

Ok then, back on square one :(

 

Jon Haile posted this 08 June 2021

I'm having this same problem with the Pegasus2 R6 on macOS 11.4. Also up to date with utility/firmware at 4.04.0000.42 (C05) for the utility and 5.04.0000.64 for firmware. I've tried a few combinations of settings in the Energy Saver, but no matter what if I leave the drive pugged in overnight, I come back to a sea of disconnection notcies in the morning.

Nick Vincent posted this 23 July 2021

Hi,

Has anyone tried macOS Big Sur 11.5 update? I'd like to know if this fixes our issue with our Pegasus R4/R6 drives.

Thanks,

N.

Nick Vincent posted this 26 July 2021

Hi, Anyone knows if v15 of Big Sur has our problem resolved?

Thanks!

N.

Jan Vercammen posted this 26 July 2021

Unfortunately it is not solved in 11.5 - very disappointing. 

Jan. 

Keith Diefendorff posted this 29 August 2021

When is someone going to fix this?

It is really a terribly annoying problem. Every time I get on my machine I have to spend 5 minutes individually deleting a long list of "DISK NOT EJECTED PROPERLY messages, which float on top of all other windows and cannot be ignored or bulk deleted.

I've updated to the latest Pegasus2R6 firmware, no help. The message has persisted through seveal major and minor MacOS updates, including the latest 11.5. I have no idea if it is Apple or Promise's problem, but if it's Apple's then someone at Promise should get with someone at Apple to fix it, since these are the one of the main RAID systems recommended by Apple and sold in their online-store.

--

Keith

Nick Vincent posted this 11 September 2021

I agree with you, Keith – it's a very odd bug that slipped in through 11.4 and it should get fixed by now. It's also not very promising (pun not intended) for macOS Monterey...

John Baughman posted this 20 October 2021

Mac Pro 2013 / macOS Big Sur 11.3 / Promise Pegasus2 R4

 

After upgrading to macOS Big Sur 11.3 I am notified that the two volumes on my Promise RAID are disconnected when my Mac wakes from sleep.

 

 

Console log shows the Mac thinks the cable has been disconnected - it hasn't and same cable was working fine with macOS 11.2.3

 

default    19:51:20.253087+0100    kernel    STEX : Thunderbolt cable disconnected while wake up

 

I also tried a new Thunderbolt 2 cable - same issue.

 

Anyone else seeing this behaviour?

 

Thanks.

 

 

 

 

 

John Baughman posted this 20 October 2021

Very frustrating behavior.  I can't believe this is a known problem for so long without a solution.

John

Nick Vincent posted this 24 October 2021

Has anyone tried Big Sur 11.6, just to know?...

Robert Bousfield posted this 25 October 2021

Has anyone tried Big Sur 11.6, just to know?...

 

Hi Nick - the problem is present in every macOS from version 11.3 onwards, including the one that will ship later today.

 

Arvid Eriksson posted this 28 October 2021

Hello all.

I have had this problem since April 2020 and macOS 10.13. I posted about my troubles in this thread: https://forum.promise.com/thread/pegasus2-r4-no-standby-sleep-mode-on-macos-catalina-10-15-3/

I'm now on 11.6 and the problem persists. A Promise Admin responded to my post in the other thread clarifying "this is a macOS issue".

Has anyone had any response from Apple in their support forums?

Kind regards,
Arvid

Robert Bousfield posted this 29 October 2021

Hi Arvid.

 

Sorry to hear you are also having issues but the problem you reported does not appear to be the same issue as my original post.

 

My Promise R2 has no problems going to sleep or waking with the Mac - the issue is that the volumes hosted on the unit are ejected when the Mac sleeps/wakes.



Rob

Robert Bousfield posted this 29 October 2021

Update -

I  raised a support ticket when I became aware of this issue (Case #20210511022143S,  in case anyone wants to reference it in any communication with Promise) but sadly seem to be getting nowhere with Promise Support about this.

The last response gave the impression that they had not read and understood the original reason for the ticket and many updates added with each macOS system update that did not fix the issue from Apple's side.

They even suggested that I remove the Promise Driver - something that is not possible as the driver is supplied by Apple and resides on a sealed (read only) System Volume on Big Sur and Monterey.

I think I am getting to the point of retiring this unit which is a real shame as it has performed flawlessly till this issue came about as a result of some change Apple made with the 11.3 update.


Peter P. posted this 30 October 2021

My workaround for this issue (it's really disappointing that Promise does nothing to fix it!): I've disabled energy saving mode for hard disks in the Energy panel and installed Jettison to unmount exteranl disks before going to sleep and to remount on wakeup. Originally I used this software years ago with USB disks, but with Thunderbolt drives it should not be needed. Well, it is again with Promise drives :(

Eric F posted this 08 December 2021

I have this same problem.  I was on a 2019 16" Macbook Pro, Big Sur, now I'm on a 16" M1 Max Macbook pro, Monterey.  New computer, same issue.  

Pegasus 2 R4

Promise support simply says it's an Apple issue and offers no help, other than "set to never sleep".

Margaux Yiu posted this 3 weeks ago

I’ve had this issue for years with older iMac (2018?) and now same with:

MacBook Pro M1 (2020) | OS 11.6.2 (Big Sur)

Pegasus2 R4 | Firmware 5.04.0000.64

I just updated the Promise Uttility, Firmware, and OS. Still getting the error when laptop goes to sleep. Every single time.

Doesn’t look like anyone from Promise cares at all about this issue. For the past several years, the sleep error happened about once a week. With new MBP, it’s happening every sleep.

Will try not sleeping computer, but I hate that option. 

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Edward K posted this 2 weeks ago

I have the same issue and have tried new Thunderbolt cables. I have also checked the firware and ensure it's the most recent version.

I've even tried TWO different MacBook (M1 Pro and also the M1 Pro MAx)

 

Every time I get the disk eject failure.

On the latest machine, I  even did a clean install of all software in case some extension or other vestigial piece was causing an issue.

I've followed all advice to update the utilities and firmware.....Come on! Promise......??

 

John Baughman posted this 2 weeks ago

Someone here recommended the Amphetamine app. it works great on my iMac. no more disconnect messages. 

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