Pegasus3 shuts off during long copy procedure

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  • Last Post 05 June 2018
Robert Otal posted this 04 June 2018

Good morning,

I just setup my Pegasus3 for use this week. I began populating it with content from another hard drive, but at some point during the copy procedure, the unit should shut off unexpectedly. This was tracked in the Promise Utility software as well. The first time it happened my computer fell asleep - now I did change my Power Settings such that only the screen fell asleep but not the compter; I was able to get to my laptop fast enough that it was able to resume copying. When I went to the Promise Utility, it had a notification indicating that it could not find the drive, but when I hit Retry it was able to find it.

Then it happened a second time - this time my computer was asleep again (just the screen) but for a longer time, and the hard drive was now completely off and the copy function was completely cancelled. 

As I am going to be copying a number of files to this HD, I wanted to ask if there is some sort of sleep setting on the Pegasus3 unit itself that I need to turn off? Is there an issue where I need to even have my screen on all the time? I recall seeing another similar issue on here, where the response was to ensure that the TB3 cables were "securely connected", but mine certainly were.

In that other discussion, I saw that the TB3 cable should be "data-rated". Not sure what this means, but I purchased a Belkin TB3 2m cable for connection:

http://www.belkin.com/us/p/P-F2CD085/

What is interesting is that this cable is no longer sold at the Apple Store (where I purchased it), so I am wondering could this cable be the source of the connection issue? If so, what would be a recommended cable of 2m length that I can be using for safe data transfer?

Thanks for your assistance,

Rob

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Pradeep Chidambaranath posted this 05 June 2018

Hi Robert,

We are sorry for the inconvenince caused to you. I could see that Belkin Thunderbolt3 cables are not listed as compatible hardware. Kindly use the compatible hardware for better performance.

Kindly go to the link below to download our compatibility list.
https://promise.com/DownloadFile.aspx?DownloadFileUID=4834

If you have any further issues, kindly go to https://support.promsie.com to register the product and create a support ticket for further investigation.

Regards
Pradeep C

Robert Otal posted this 05 June 2018

Hi Pradeep,

Thanks for this information.

I looked at the two cable vendors listed on your compatibility list. Lintes appears to be a company located out of Taiwan - it did not appear that their online store ships to Canada (or if they do it is likely high shipping charges). The only online store for Sumitomo is their Japan office.

Is there a brand of North American cables that I can purchase that would be compatible with the Pegasus3? As an example, I see that CalDigit sells a brand of Thunderbolt3 cable that may be more higher rated - it is listed below:

http://www.caldigit.com/Thunderbolt-3-USB-C-Type-C-Charge-Cable/#Thunderbolt3

Just as another question, is there any specific reason why an active cable like the Belkin is not compatible? Is there a specific specification that is required (e.g. certain amount of volts/amps or wattage) in order to make the cable workable for the Pegasus3?

Thanks

Rob 

Pradeep Chidambaranath posted this 05 June 2018

Hi Rob,

Kindly go to https://support.promise.com to register the product and create a support ticket for further assistance.

Regards,
Pradeep C

Pradeep Chidambaranath posted this 05 June 2018

Hi Robert,

I have checked with my resources here and got the following informaiton.

Kindly contact our sales team at 1-408-228-1400 or email them at sales@promise.com and request for the following item and our sales team will be able to assist your further.

SP.Pegasus3.Thunderbolt 3 40G.1M CBLTB3ACT1M  F29P3R420000001

Regards,
Pradeep C

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