Pegasus2 R6 hangs on iMac

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  • Last Post 31 May 2017
Warren Whale posted this 29 May 2017

My Pegasus2 R6 appears to hang after a few days of running on my iMac.  It's been doing this for months without any obvious pattern.  The R6 continues to appear in the Finder but doesn't respond and the Promise Utility never reports any issue.   The R6 machine has a blue light power button but does not respond to a power cycle; the power code needs to be pulled.  Both the Promise Utility and the R6's firmware are up-to-date.

Another disk drive on the Thunderbolt cable beyond the R6 continues to respond.  The iMac complains about the improperly dismounted devices when the R6 is rebooted.

My latest subsystem report shows a number of improper shutdowns including today's.

Your help is appreciated!

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Warren Whale posted this 29 May 2017

Snippet from subsystem report:

 

-------------------------------------------------------------------------------
SeqNo: 2952                            Device: Ctrl 1
EventId: 0x00040005                    Severity: Info
TimeStamp: May 17, 2017 09:59:18       DefaultId: 0x00040005
SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000
Description: The system is started

-------------------------------------------------------------------------------
SeqNo: 2953                            Device: PD 2
EventId: 0x000D0011                    Severity: Minor
TimeStamp: May 20, 2017 01:00:52       DefaultId: 0x000D0011
SpecData: 000000000000000000 0000012020202020 2020202020203634 44325336454753
Description: Command times out on physical disk

-------------------------------------------------------------------------------
SeqNo: 2954                            Device: PD 2
EventId: 0x000D0003                    Severity: Info
TimeStamp: May 20, 2017 01:00:52       DefaultId: 0x000D0003
SpecData: 000000000000000000 0000012020202020 2020202020203634 44325336454753
Description: Physical Disk has been reset

-------------------------------------------------------------------------------
SeqNo: 2955                            Device: Ctrl 1
EventId: 0x0004004A                    Severity: Warning
TimeStamp: May 23, 2017 10:03:09       DefaultId: 0x0004004A
SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000
Description: Last shutdown is abnormal

-------------------------------------------------------------------------------
SeqNo: 2956                            Device: Ctrl 1
EventId: 0x00040005                    Severity: Info
TimeStamp: May 23, 2017 10:03:17       DefaultId: 0x00040005
SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000
Description: The system is started

-------------------------------------------------------------------------------
SeqNo: 2957                            Device: Ctrl 1
EventId: 0x001F0000                    Severity: Info
TimeStamp: May 23, 2017 10:09:32       DefaultId: 0x001F0000
SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000
Description: MCU firmware update has started

-------------------------------------------------------------------------------
SeqNo: 2958                            Device: Ctrl 1
EventId: 0x00040006                    Severity: Info
TimeStamp: May 23, 2017 10:12:03       DefaultId: 0x00040006
SpecData: 020000000000000000 0000000000000000 0000000000000000 00000000000000
Description: The system is stopped

-------------------------------------------------------------------------------
SeqNo: 2959                            Device: Ctrl 1
EventId: 0x00040005                    Severity: Info
TimeStamp: May 23, 2017 10:13:13       DefaultId: 0x00040005
SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000
Description: The system is started

-------------------------------------------------------------------------------
SeqNo: 2960                            Device: PD 5
EventId: 0x000D0011                    Severity: Minor
TimeStamp: May 27, 2017 09:24:28       DefaultId: 0x000D0011
SpecData: 000000000000000000 0000012020202020 2020202020203634 44324854524753
Description: Command times out on physical disk

-------------------------------------------------------------------------------
SeqNo: 2961                            Device: PD 5
EventId: 0x000D0003                    Severity: Info
TimeStamp: May 27, 2017 09:24:28       DefaultId: 0x000D0003
SpecData: 000000000000000000 0000012020202020 2020202020203634 44324854524753
Description: Physical Disk has been reset

-------------------------------------------------------------------------------
SeqNo: 2962                            Device: Ctrl 1
EventId: 0x0004004A                    Severity: Warning
TimeStamp: May 29, 2017 13:30:43       DefaultId: 0x0004004A
SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000
Description: Last shutdown is abnormal

-------------------------------------------------------------------------------
SeqNo: 2963                            Device: Ctrl 1
EventId: 0x00040005                    Severity: Info
TimeStamp: May 29, 2017 13:30:51       DefaultId: 0x00040005
SpecData: 000000000000000000 0000000000000000 0000000000000000 00000000000000
Description: The system is started

Raghuraman Kannan posted this 31 May 2017

Hi Warren,

As per the attached picture, PD 2 and PD 5 have few errors. 

Please take the back up of the data to avoid data loss situation.

Also, please open a case @ https://support.promise.com with the subsystem report for our investigation.

 

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 !

Warren Whale posted this 31 May 2017

Thanks, I have opened a support request.

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