Pegasus3 - Mojave - disk doesn't mount!

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Ivan Deschenaux posted this 4 weeks ago

Hello!

 

My system: OS10.14.2

My Mac: iMac Pro 2017

 

I just bought a Promise Pegasus3 R8 32Tb. Unfortunately, the Promise does not go up on my desk.

The promise is seen by "Promise Utility". I was able to format the disks in RAID 6 without any problem. The disks are formatted in HFS+.

 

When I plug the Promise into the "external" Thunderbolt port (the one of the two ports that is most to the left), all the LEDs are blue, but impossible to see or access the hard disk.

 

When I plug the Promise into the innermost Thunderbolt port, the power button stays orange and the Promise stops every 10-20 seconds for half a second and starts again. I don't have access to the Promise with the Utility when it is plugged into this port (no wonder, the led is orange!)

 

The Thunderbolt 3 cable works very well (no problem with a LACIE rack).

 

The driver is up to date (R_MacDrv_V6.2.9), the firmware too (R_SI_60000000031).

 

Can anyone help me?

 

Ivan

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Ranjith kumar posted this 3 weeks ago

Hi Ivan,

In order to assist you on this issue,we need to analyse the subsystem report.

Kindly follow below 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.

Once you got the subsystem report, kindly visit support.promise.com and create a web support case id where you have attach

the subsystem report.


Below is the Promise KB link to know how to attach files to the web support case:
http://kb.promise.com/thread/how-to-attach-files-to-your-web-case/


Regards,

Ranjith

 

 

Ivan Deschenaux posted this 3 weeks ago

Thank you for your answer.

I've already open a case on support.promise.com. It's the case 20181229002824S. The subsystem is already attached. There are three new messages posted from me since yesterday.

 

Do I have to open a new case?

Best regards.

Ivan

 

Ivan Deschenaux posted this 3 weeks ago

Thanks to the excellent help of the Promise support, my problem is solved. I apparently made a configuration error creating my RAID partition. The problem has been fixed thanks to a Teamviewer session led by Promise Support and everything is working for the moment.

 

A BIG thank you!

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