Pegasus2 R4 Hard Freezes

  • 1K Views
  • Last Post 29 March 2019
Rick Espinosa posted this 15 December 2016

We have Pegasus2 R4 that keeps freezing. We loose control thru Promise Utility, and power button is unresponsive. Restarting the computer does not unfreeze it. We are forced to pull power plug to do hard restart. It has started doing this about every 2-3 days.

We started seeing this error on logs: "Command times out on physical disk on PD 3."

Immediately after "Physical Disk has been reset"

We questioned if the drive was failing, so we replaced with new drive. Problem persists. 

 

Vendor: Promise Technology,Inc.        Model: Pegasus2 R4

PartNo: F29DS4722000000                SerialNo: M92L14306000057

Rev: B3                                WWN: 2000-0001-5558-22e9

 

 

 

Order By: Standard | Latest | Votes
Devendra Kumar posted this 15 December 2016

HI Rick,

Please follow the below steps

- Shut down the Pegasus unit
- Mark the drive slot order and remove all the drives out of the unit
- Make sure the thunderbolt cable is properly plugged in both the ends
- Power on the Pegasus unit and observe the power & Thunderbolt LED, they both should turn blue on successful boot up

Now try launching the Promise utility application and save a report using the steps provided in the KB article below,

http://kb.promise.com/thread/pegasus-information-requirements-when-contacting-technical-support/

Attach the report in order to investigate on this issue.

Regards

Dev

Rick Espinosa posted this 15 December 2016

subsysteminfoSYSTEM SERVICE REPORT

 

[About]

[Subsys info]

[Controller Info]

[Enclosure Info]

[Buzzer Info]

[Phydrv Info]

[SMART Info]

[BBM Info]

[Phydrv Verbose Info]

[Disk Array Info]

[Disk Array Verbose Info]

[Disk Array Dump Info]

[Logdrv Info]

[Logdrv Verbose Info]

[Logdrv Dump Info]

[Error Table Info]

[Statistic Info]

[Spare Info]

[Spare Verbose Info]

[Spare Dump Info]

[BGA Info]

[Runtime Event Info]

[NVRAM Event Info]

[Host Info]

[HBA Driver Info]

 

[About]

 

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

Promise Utility

Version: 3.20.0000.15 Build Date: Sep 29, 2014

Copyright 2014-2015 Promise Technology, Inc. All rights reserved.

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

 

top

 

[Subsys info]

 

 

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

Alias: 

Vendor: Promise Technology,Inc.        Model: Pegasus2 R4

PartNo: F29DS4722000000                SerialNo: M92L14306000057

Rev: B3                                WWN: 2000-0001-5558-22e9

PDSN: N/A

top

 

[Controller Info]

 

 

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

CtrlId: 1

Alias: 

OperationalStatus: OK                  PowerOnTime: 2 minutes

LUNAffinity: N/A                       LunmappingMethod: WWN Based

CacheUsagePercentage: 0%               DirtyCachePercentage: 0%

 

Vendor: PROMISE                        Model: Pegasus2 R4

PartNo: F29DS4722000000                SerialNo: M92L14306000057

HWRev: B3                              WWN: 2000-0001-5558-22e9

CmdProtocol: SCSI-3

MemType: DDR2 SDRAM                    MemSize: 512MB

FlashType: Flash Memory                FlashSize: 8MB

NVRAMType: FRAM                        NVRAMSize: 128KB

BootLoaderVersion: 5.04.0000.57        BootLoaderBuildDate: Dec 28, 2015

FirmwareVersion: 5.04.0000.57          FirmwareBuildDate: Dec 28, 2015

SoftwareVersion: 5.04.0000.57          SoftwareBuildDate: Dec 28, 2015

BIOSVersion: 5.04.0000.57              BIOSBuildDate: Dec 28, 2015

SingleImageVersion: 5.04.0000.57       SingleImageBuildDate: Dec 28, 2015

CtrlCPLDVersion: 6.08

 

DiskArrayPresent: 0                    OverallRAIDStatus: OK

LogDrvPresent: 0                       LogDrvOnline: 0

LogDrvOffline: 0                       LogDrvCritical: 0

PhyDrvPresent: 0                       PhyDrvOnline: 0

PhyDrvOffline: 0                       PhyDrvPFA: 0

GlobalSparePresent: 0                  DedicatedSparePresent: 0

RevertibleGlobalSparePresent: 0        RevertibleDedicatedSparePresent: 0

RevertibleGlobalSpareUsed: 0           RevertibleDedicatedSpareUsed: 0

 

WriteThroughMode: No                   MaxSectorSize: 4KB

PreferredCacheLineSize: 64 KB          CacheLineSize: 64 KB

Coercion: Enabled                      CoercionMethod: GBTruncate

SMART: Enabled                         SMARTPollingInterval: 10 minutes

MigrationStorage: DDF                  CacheFlushInterval: 3 second(s)

PollInterval: 15 second(s)             AdaptiveWBCache: Disabled

ForcedReadAhead: Disabled

 

PowerSavingLevel: 3                    SpindownType: All drives

IdleTimeToParkRwHeads: 1 minute        IdleTimeToLowerRotationSpeed: 5 minutes

IdleTimeToSpinDown: 30 minutes

 

SGPIOBackPlane: Default/Generic (0)    SASReadyLED: Off

SpinUpDelay: 0 millisecond             PowerManagement: Enable

 

SecurityAdminPassword: N/A

 

PciFuncAddr: N/A                       PciLinkSpeed: N/A

PciLinkWidth: N/A

top

 

[Enclosure Info]

 

 

 

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

Enclosure Setting:

 

EnclosureId: 1

CtrlWarningTempThreshold: 63C/145F     CtrlCriticalTempThreshold: 68C/154F

 

 

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

Enclosure Info and Status:

 

EnclosureId: 1

EnclosureType: Pegasus2 R4

SEPFwVersion: 1.00

MaxNumOfControllers: 1                 MaxNumOfPhyDrvSlots: 4

MaxNumOfFans: 1                        MaxNumOfBlowers: 0

MaxNumOfTempSensors: 2                 MaxNumOfPSUs: 1

MaxNumOfBatteries: 0                   MaxNumOfVoltageSensors: 3

 

===============================================================================

PSU       Status                        

===============================================================================

1         Powered On and Functional     

 

===============================================================================

Fan Location        FanStatus             HealthyThreshold  CurrentFanSpeed 

===============================================================================

1   Backplane       Functional            > 500 RPM         1200 RPM        

 

===============================================================================

TemperatureSensor   Location       HealthThreshold   CurrentTemp    Status    

===============================================================================

1                   Controller     < 63C/145F        42C/107F       normal    

2                   Backplane      < 53C/127F        40C/104F       normal    

 

===============================================================================

VoltageSensor  Type    HealthyThreshold         CurrentVoltage  Status         

===============================================================================

1              3.3V    +/- 5% (3.13 - 3.46) V   3.2V            Operational    

2              5.0V    +/- 5% (4.75 - 5.25) V   5.1V            Operational    

3              12.0V   +/- 8% (11.04 - 12.96) V 12.0V           Operational    

top

 

[Buzzer Info]

 

===============================================================================

Enabled   Status    

===============================================================================

No        Silent    

top

 

[Phydrv Info]

 

===============================================================================

PdId Model        Type      Capacity  Location      OpStatus  ConfigStatus     

===============================================================================

No physical drive in the enclosure

top

 

[SMART Info]

 

top

 

[BBM Info]

 

top

 

[Phydrv Verbose Info]

 

No physical drive in the enclosure

top

 

[Disk Array Info]

 

===============================================================================

DaId Alias     OpStatus      CfgCapacity FreeCapacity   MaxContiguousCapacity 

===============================================================================

No configured disk array in the subsystem

top

 

[Disk Array Verbose Info]

 

No configured disk array in the subsystem

top

 

[Disk Array Dump Info]

 

All Spare Info

 

Begin Hex Dump in Byte

0000-000f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0010-001f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0020-002f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0030-003f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

End Hex Dump in Byte

 

Begin Hex Dump in Byte

0000-000f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0010-001f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0020-002f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0030-003f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

End Hex Dump in Byte

No configured disk array in the subsystem

top

 

[Logdrv Info]

 

===============================================================================

LdId Alias       OpStatus      Capacity  Stripe RAID    CachePolicy     SYNCed

===============================================================================

No configured logical drive in the subsystem

top

 

[Logdrv Verbose Info]

 

No configured logical drive in the subsystem

top

 

[Logdrv Dump Info]

 

No configured logical drive in the subsystem

 

Begin Hex Dump in Byte

0000-000f: 40 33 04 82 00 00 00 00 00 00 00 00 00 00 00 00

0010-001f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0020-002f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0030-003f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

End Hex Dump in Byte

top

 

[Error Table Info]

 

[Checktable Info]

top

 

[Statistic Info]

 

 

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

Controller Statistics

 

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

ControllerId: 1

DataTransferred: 0Byte

ReadDataTransferred: 0Byte             WriteDataTransferred: 0Byte

Errors: 0                              NonRWErrors: 0

ReadErrors: 0                          WriteErrors: 0

IORequest: 0                           NonRWRequest: 0

ReadIORequest: 0                       WriteIORequest: 0

StatsStartTime: Dec 15, 2016 18:11:14

StatsCollectionTime: Dec 15, 2016 18:13:56

 

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

Physical Drive Statistics

Physical drive and its statistics not found

 

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

Logical drive Statistics

Logical drive and its statistics not found

top

 

[Spare Info]

 

===============================================================================

Id  OpStatus  PdId CfgCapacity Revertible Type      DedicatedToArray          

===============================================================================

No configured spare drive in the subsystem

top

 

[Spare Verbose Info]

 

No configured spare drive in the subsystem

top

 

[Spare Dump Info]

 

No configured spare drive in the subsystem

 

Begin Hex Dump in Byte

0000-000f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0010-001f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0020-002f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

0030-003f: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00

End Hex Dump in Byte

top

 

[BGA Info]

 

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

BGA Summary

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

NumberOfRebuild: 0                     NumberOfMigration: 0

NumberOfPDM: 0                         NumberOfTransition: 0

NumberOfSync: 0                        NumberOfInit: 0

NumberOfRC: 0                          NumberOfMP: 0

NumberOfLunC: 0

LastMPStart: Dec 15, 2016 14:50:48     LastMPStop: Not Stopped

 

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

BGA Settings

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

AutoRebuild: Enabled                   MediaPatrol: Enabled

AutoRebuildToDeadDisk: Disabled

 

RebuildRate: High                      MigrationRate: High

PDMRate: High                          TransitionRate: Medium

SyncRate: Low                          InitRate: Medium

RCRate: Medium

ReAssignedBlock: 1024                  ErrorBlock: 1024

 

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

BGA Progress

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

top

 

[Runtime Event Info]

 

 

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

SeqNo: 0                               Device: Ctrl 1

EventId: 0x00040005                    Severity: Info

TimeStamp: Dec 15, 2016 13:11:14       DefaultId: 0x00040005

SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000

Description: The system is started

 

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

SeqNo: 1                               Device: SEP 1

EventId: 0x00060002                    Severity: Info

TimeStamp: Dec 15, 2016 13:11:14       DefaultId: 0x00060002

SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000

Description: SEP is found

top

 

[NVRAM Event Info]

 

 

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

SeqNo: 0                               Device: Ctrl 1

EventId: 0x00040003                    Severity: Info

TimeStamp: Dec 13, 2016 11:07:20       DefaultId: 0x00040003

SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000

Description: Event log buffer is cleared in NVRAM

 

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

SeqNo: 1                               Device: Ctrl 1

EventId: 0x00040006                    Severity: Info

TimeStamp: Dec 14, 2016 17:02:52       DefaultId: 0x00040006

SpecData: 020000000000000000 0000000000000000 0000000000000000 00000000000000

Description: The system is stopped

 

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

SeqNo: 2                               Device: Ctrl 1

EventId: 0x00040005                    Severity: Info

TimeStamp: Dec 14, 2016 17:04:26       DefaultId: 0x00040005

SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000

Description: The system is started

 

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

SeqNo: 3                               Device: Ctrl 1

EventId: 0x00040006                    Severity: Info

TimeStamp: Dec 14, 2016 17:04:26       DefaultId: 0x00040006

SpecData: 110000000000000000 0000000000000000 0000000000000000 00000000000000

Description: The system is stopped

 

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

SeqNo: 4                               Device: Ctrl 1

EventId: 0x00040005                    Severity: Info

TimeStamp: Dec 14, 2016 17:04:26       DefaultId: 0x00040005

SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000

Description: The system is started

 

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

SeqNo: 5                               Device: PD 3

EventId: 0x000D0011                    Severity: Minor

TimeStamp: Dec 15, 2016 03:37:26       DefaultId: 0x000D0011

SpecData: 000000000000000000 0000012020202020 57442D574D433543 3045384C525836

Description: Command times out on physical disk

 

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

SeqNo: 6                               Device: PD 3

EventId: 0x000D0003                    Severity: Info

TimeStamp: Dec 15, 2016 03:37:26       DefaultId: 0x000D0003

SpecData: 000000000000000000 0000012020202020 57442D574D433543 3045384C525836

Description: Physical Disk has been reset

 

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

SeqNo: 7                               Device: Ctrl 1

EventId: 0x0004004A                    Severity: Warning

TimeStamp: Dec 15, 2016 09:47:25       DefaultId: 0x0004004A

SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000

Description: Last shutdown is abnormal

 

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

SeqNo: 8                               Device: Ctrl 1

EventId: 0x00040005                    Severity: Info

TimeStamp: Dec 15, 2016 09:47:33       DefaultId: 0x00040005

SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000

Description: The system is started

 

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

SeqNo: 9                               Device: Ctrl 1

EventId: 0x00040006                    Severity: Info

TimeStamp: Dec 15, 2016 09:48:09       DefaultId: 0x00040006

SpecData: 010000000000000000 0000000000000000 0000000000000000 00000000000000

Description: The system is stopped

 

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

SeqNo: 10                              Device: Ctrl 1

EventId: 0x00040005                    Severity: Info

TimeStamp: Dec 15, 2016 09:48:18       DefaultId: 0x00040005

SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000

Description: The system is started

 

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

SeqNo: 11                              Device: Subsys

EventId: 0x000B0000                    Severity: Info

TimeStamp: Dec 15, 2016 09:50:49       DefaultId: 0x000B0000

SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000

Description: Media patrol is started

 

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

SeqNo: 12                              Device: Ctrl 1

EventId: 0x00040006                    Severity: Info

TimeStamp: Dec 15, 2016 13:09:17       DefaultId: 0x00040006

SpecData: 010000000000000000 0000000000000000 0000000000000000 00000000000000

Description: The system is stopped

 

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

SeqNo: 13                              Device: Ctrl 1

EventId: 0x00040005                    Severity: Info

TimeStamp: Dec 15, 2016 13:11:14       DefaultId: 0x00040005

SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000

Description: The system is started

top

 

[Host Info]

 

 

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

OS Name: Darwin 16.3.0 x86_64

 

Host Name: alvatek.net

 

Network Name: lo0

 

IP Address: 127.0.0.1

 

top

 

[HBA Driver Info]

 

Host driver version: 5.2.10

 

top

 

Devendra Kumar posted this 15 December 2016

Hi Rick,

Based on the report could see that the PD3 marked as dead due to command times out error. The drive needs to be replaced.

Please follow the below step

- Shut down the Pegasus unit
- Insert all  the drive in slot order
- Make sure the thunderbolt cable is properly plugged in both the ends
- Power on the Pegasus unit and pull out the PD3 (Slot3) from the unit
- Check if you are able to access the volume
-------------------------------------------------------------------------------
SeqNo: 5                               Device: PD 3
EventId: 0x000D0011                    Severity: Minor
TimeStamp: Dec 15, 2016 03:37:26       DefaultId: 0x000D0011
SpecData: 000000000000000000 0000012020202020 57442D574D433543 3045384C525836
Description: Command times out on physical disk
-------------------------------------------------------------------------------
SeqNo: 6                               Device: PD 3
EventId: 0x000D0003                    Severity: Info
TimeStamp: Dec 15, 2016 03:37:26       DefaultId: 0x000D0003
SpecData: 000000000000000000 0000012020202020 57442D574D433543 3045384C525836
Description: Physical Disk has been reset
-------------------------------------------------------------------------------

Regards

Dev

Rick Espinosa posted this 16 December 2016

If I turn it on, and pull out the PD3, then no I cannot access the volume.

Once PD3 is reinserted, then I can again access volume again.

Per my original post, we suspected drive was bad, but drive in PD3 has been replaced with brand new drive but problem persists.

 

William Storr posted this 19 December 2018

Hello,

I'm having the exact same problem, with the same device. HD freezes, apps crash, get the same error reports. Have replaced all four drives. Problem persists. Rick were you able to solve this please? 

Thanks, 

Will 

Rick Espinosa posted this 19 December 2018

We solved it when we turned  "Power Saving Levels" to FULL POWER on the Physical Drives.

You can check by going to Physical Drive > and then viewing invidivual drive View > Advanced Information > Power Saving Level

What I can't find is where you can toggle this. Good luck!

 

William Storr posted this 19 December 2018

Hey thanks for getting back to me so quickly Rick! That's very kind.

 

My power levels are already on full, sadly. I've opened a support ticket. Hopefully they can work it out. 

 

Thanks again though. 

Florian Gintenreiter posted this 29 March 2019

I have the exact same problem. Any solutions yet?

William Storr posted this 29 March 2019

Hi there,

For me it was that one of my HDDs went down. I bought all new ones but then one of the new ones was also bad and had to be replaced. Because they were new I thought the issue must be elsewhere but, for me, I was wrong. 

  • Liked by
  • Florian Gintenreiter
Florian Gintenreiter posted this 29 March 2019

How did you figure which one was down?

 

William Storr posted this 29 March 2019

Trial and error in conjunction with the Promise app 

  • Liked by
  • Florian Gintenreiter
Close