Promise 2 R4 not recognised in finder after a shut down through promise utility

  • Last Post 30 September 2017
kunal gohil posted this 28 September 2017

Hi, I am running an iMac OSX 10.12.2.  I powered down the Pegasus2 R4 through the promise utility app but now it's not being recognised under my devices after restarting my iMac - it turns on and the thunderbolt icon at the front is blue as well as all the lights for the drives. The power button is also blue.

Now I can see the pegasus2 R4 on Disk Utility only and the icon is not shown in Finder.

I was working on a rich media projects and there is data around 13TB. I dont have a backup of this and i am worried.  

Can you please help and resolve my issue.

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Pradeep Chidambaranath posted this 29 September 2017

Hi Kunal,

Please check your support ticket 20170928075922S for updates.


Pradeep C

kunal gohil posted this 29 September 2017

Have attached two subsystem reports one without the drives and the second with the drives as you have requested now the  report says "Previously configured disk is no longer found" I'm a bit nervous about this and keeping my fingers crossed.

Request you to resolve this issue.


kunal gohil posted this 30 September 2017

Dear Promise Team,

Have updated the firm ware as  you have advised to the latest version still i cannot see the raid icon reflecting on the mac.

Could you please help since there is high value project in this drive.

Warm Regards


kunal gohil posted this 30 September 2017

My product is under warrnty and promise is asking me to get in touch with a third party vendor.

Warranty means end to end service.

Request you to resolve this issue.