Problem accessing Promise Pegasus 2 R4 Drive with Mac Pro Running Catalina 10.15.7 - Locks up Finder

  • Last Post 08 March 2021
Chris Parker posted this 03 March 2021

For the past 7 years, I have run a 6TB Pegasus 2 R4 RAID flawlessly. All of a sudden, in the last two days, accessing the drive through the Finder will see the drive unable to open up new Finder windows. I get the spinning beach ball whereby it overtakes the Finder. All other apps work fine, but I have to do a hard shutdown / reboot of the Mac Pro. I have run disk utility on the drive, shut down all apps (Creative Cloud 2021 and others), and have unmounted my other various Thunderbolt and USB drives (a total of 5 on this machine, including the Pegasus 2). I also downloaded the latest Promise Utility and run it. It finds the drives and power systems check all green. Any advice on what I might be missing? Could my RAID being going out? Or is there any info on dowloading the Firmware Installer and that fixing that. I HAVE NOT done that yet as I fear that my drive will be left inoperable if there is a drive failure. No other hardware changes have occured and this is my production machine. I have deliberately not installed Big Sur to keep things as they have been for a year plus now under Catalina.

Ranjith kumar posted this 08 March 2021

Hi Chris,

In order to assist you  on this, we need to analyse the subsystem report, please save and attach it to web support case id at 

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

Below is the Promise KB link to know how to attach files to the web support case:

Note: If you are unable reply to this web support case, it could be a issue with the pop up blocker on your browser. 

Please disable the pop up blocker and try to click on the case ID to open.


Promise Team