Pegasus2 R8s - Eject/Unmount from MacPro

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  • Last Post 18 February 2017
Brad Ditzell posted this 27 January 2017

I have uncovered an issue which reading through the forums and other online sources people were experiencing back in 2014/2015, and most of the conversations have gone silent on the topic.

 

I have a client with a Mac Pro and 2 x Pegasus2 R8s. Every 4-5 days both Pegasus R8s become unmounted. The Promise RAIDS have the Blue power lights - no disk activity and the thunderbolt lights are off.

 

The following items have been performed.

• Mac Pro is set to not go to sleep (display does go to sleep)

• Power management on Promise RAIDs have been set to not sleep

• Promise RAIDs have the latest software

• Promise software on Mac is the latest version

 

The customer's Mac IS running 10.10.5 Yosemite. The odd part is these have been running flawlessly since 5/2014 and started experiencing this issue at the end of December.

 

When this occurs, if you restart the Mac Pro the Promise RAIDs WILL NOT MOUNT. You must do the following:

1) Shutdown the Mac Pro

2) Hold the power buttons down on the Promise RAIDs to power them off

3) Power the Promise RAIDs on, wait for them to complete their boot tests

4) Power the Mac Pro back on

At this time both Promise RAIDs will mount and pass all checks. They will work for 4-5 days.

 

Any assistance would be appericated as Promise chat support was worthless, their response - "There is no defective software in the promise"

 

~ Brad

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Dinesh Kannusamy posted this 27 January 2017

Hi Brad,

 

We need to analyze the subsystem report to isolate the issue, please save and attach it here. 

Steps to save the subsystem report:

- Open promise utility

- Click subsystem information icon on the top of the Promise Utility window

- Click the lock symbol on the left bottom corner of the screen to unlock the utility

- Click on save service report button to save the subsystem report.

For quick assitacne please contact Promise Tech Support.

http://promise.com/ContactUS/

Thanks..

Brad Ditzell posted this 28 January 2017

Thank you Dinesh for your speedy response. I will connect remotely with the client and generate the requested reports this week and upload them.

Thank you in advance for your assistance.

Cheers!

Dinesh Kannusamy posted this 28 January 2017

Thank you.. 

Verbeeck Jacques posted this 04 February 2017

Hello

Sorry for my bad english ... I'm french

I've had the same problem with a Pegasus R6 with 6x3 seagate 3T. The system was working fine during 2 or 3 weeks, than unmount 4 time in 1 hour.

Driver and utility are the last one.

I've found what was the problem (in my case of course) ... the Thunderbold cable was the source of the problem. I changed it 6 month ago ... and no problem anymore.

This cable was never moved. I mean I put it on the first time i started the system and never disconnected it.

It seems that the thunderbold cable is damaged over the time. So I'ts a good idea to replace it after two years.

Brad Ditzell posted this 07 February 2017

We need to analyze the subsystem report to isolate the issue, please save and attach it here.

Dinesh,

Attached are the subsystem logs for both the Promise RAIDs, one called "Active" and one called "Archive".

Brad Ditzell posted this 07 February 2017
Brad Ditzell posted this 07 February 2017

It seems that the thunderbold cable is damaged over the time. So I'ts a good idea to replace it after two years.

Verbeeck,

Thank you for your insight, I will wait and see what Dinesh uncovers from the logs - But we will also consider that as well.

Brad Ditzell posted this 10 February 2017

We need to analyze the subsystem report to isolate the issue, please save and attach it here. 

Dinesh,

I just wanted to check in and see if you have had a moment to look at the logs for the two Promise RAIDs.

Patiently awaiting a response.

~ Brad

Brad Ditzell posted this 18 February 2017

@ Dinesh... Just checking in.

Dinesh Kannusamy posted this 18 February 2017

Hi Brad, 

 

I verified the attached reports for both the units. 

 

Unit No:1(M92H14309200498) - Reports few command times out errors on PD 1 and PD 8 on the latest firmware version 

 

Unit No:2(M92H14309200108) - Reports 1 command times out error on multiple drives PD1, 2 and 6. 

 

Actually this drives are not dead or faulty it just started developing errors and this drives may mark as dead only when it reaches the Error Threshold.

 

Since the issue is mounting the Pegasus Volume,You can try to swapping the ends of the thunderbolt cable (may be you can use the secondary thunderbolt port on the Pegasus unit or mac to check),

 

If it still unmounts then please replace the Thunderbolt cable and monitor the unit and in case if any of this drive fails, please replace it with the compatible drive.

 

Below is the link to download the Promise compatiblity list:

http://promise.com/DownloadFile.aspx?DownloadFileUID=4279

 

For any further assistance please contact Promise Tech support

http://promise.com/ContactUS/

 

Regards,

Dinesh.K

Brad Ditzell posted this 18 February 2017

Thanks for the insight Dinesh - I will replace the Thunderbott cables with the client next week and will report in the thread with the results.

 

~ Cheers.

Dinesh Kannusamy posted this 18 February 2017

Thank you...

Brad Ditzell posted this 18 February 2017

Dinesh,

 

Any personal preference for Thunderbolt cables? I would get the "certified" cables on the Promise store - but there were not any listed. Just use the "Apple" cables or another "High Quality" cable?

Dinesh Kannusamy posted this 18 February 2017

No. It is recommended to use only the Thuderbolt cable form Apple which is compatible with Pegasus.

Thanks...

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