Promise RG Thuderbolt mounting problem

  • Last Post 22 October 2017
Liz Courtney posted this 22 October 2017

Hi I have 2 Thuderbolt Pegasus R6 dirves with some very important documentary footage stored. Today I tried to mount the larger drive to my mac and it switches on, all blue lights are showing but it will mot mount into the computer desk top. I am seriosly stressed as the series is  a 6 x  1 hour series and I need to access some of the footage.

Does it need a certain amount of operating space on the mac as its quite full?
Is there a way I can transfer all the footage to another working drive scenario?
This drive cost about $5,000 and I am really concerned about its viaility - it is now 4 years old.
Thanks for any insights.

Unboxed Productions Australia

Raghuraman Kannan posted this 22 October 2017

Hi Liz,

The Pegasus should mount fine when connected via the Thunderbolt cable to any MAC computer.

The Storage space has nothing to do with the Pegasus not mounting .

Please provide the following details to understand the issue better

- Was any Operating System update was done ?

- Are you using the regular Thunderbolt cable which was supplied with the unit ?

- Check the MAC System report and confirm if the Pegasus drive shows up under the Thunderbolt port.

If you have checked all these , please open a case @ with the subsystem logs for our review.

 Steps to save the subsystem report :

1) Open Promise Utility.

2) Click subsystem information icon on the top of the window.

3) Click the lock symbol on the left bottom corner of the screen to unlock the utility.

4) Click on save service report button to save the subsystem report and attach it to the case.

Thanks !