Promise Utility not working

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  • Last Post 17 March 2023
Henry LANTERNE posted this 01 February 2019

Hello to all,

 

I'm working with Mojave and I had the same problem with High Sierra.

I have two Pegasus R4 connected to iMac with Thunderbolt connection. Since the migrations, my Pegasus are working fine and I'm able to work with them (backup, storage, etc...)

Unfortunately, my Promise Utilisy doesn't want to open. That means, I'm not able to access the interface to manage and I'm afraid if any issue occurs on a disk, I wont be able to change HD, or anything else.

I tried to uninstall my package and reinstall it after downloading R_Promise_Utility_400000009. (the latest version I found regarding my storage solution)

Is someone able to help?

 

Thank you for your help

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arunkumar b posted this 04 February 2019

Hi Henry,

Please try download and install the latest version utility (4.02.0000.21)  to see if it works.

https://promise.com/DownloadFile.aspx?DownloadFileUID=6076

Regards

Arun

 

Henry LANTERNE posted this 04 February 2019

Hello Arun,

Thank you for the quick reply.

I removed as asked the old version of Promise Utility and re-installed the one you requested, but I have the same problem.

 

 

After installation, I have the bar menu at the top of my iMac, and it takes a long time when I try to click on the application buttons.

The application freezes after about one or two minutes and nothing starts.

 

I tried to see the preferences as described below and this menu starts.

 

The Pegasus devices are available and operationals thru the finder (backup, files access, etc...)

 

and the two Pegasus R4 connected as you can see in the system,

But unfortunately, the devices don't seem to be reachable by my system. I'm not able to shutdown properly the devices, unable to check the drive status or build or rebuilt anything without the interface.

 

If you have any idea, it will be very helpfull. I don't know how to fix this issue....

 

Thank you again for your support.

 

Best regards,

 

Henry

arunkumar b posted this 05 February 2019

Hi Henry,

Please open a support case at https://support.promise.com for further investigation.

Regards

Arun

Henry LANTERNE posted this 05 February 2019

Hello Arun,

 

Thanks' for reply.

I tried to connect to the provided link and impossible to access the site support.

The system indicated one of my credentials are incorrect, even I'm sure of them.

I requested a change password, with the dedicated function and received the email to change it.

Unfortunately, I'm not able to change it, the page stays as it, despite clicking the "Reset password" button.

Do you have any idea of this new problem?

I did the same thing with Safari, Firefox and Chrome with the same results.

 

 

Best regards,

Henry

Matt Palmer posted this 23 May 2019

I have this exact same problem with the disc utility not opening. I would appreciate an answer to this. I've already contacted support to no avail.

 

Matt

Henry LANTERNE posted this 29 May 2019

Hello Matt,

Since I opened the issue, some months ago, I never received any information or help to fix my problem and I'm always in the same state.

I was in contact with Promise technicians 1st level and they tried to help unsuccessfully. They had to escalate my problem to upper level, but I never had someone to fix it...:(

 

Rian Hughes posted this 31 May 2019

The utility doesn't work for me either. Just doesn't start. Pegasus drive only mounts intermittently.

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Ratu Ratu posted this 20 June 2019

Hi, utility not working for me either. When I click on view and window they are greyed out.

I can see it is connected via Systems info but the drives don't mount on the desktop.

I have the latest version of utility ver 4.02.0000.21 and also the mac driver v6.2.9

Running on Mojave 10.14.5 on 2019 27" imac.

Any solutions please?

Thanks

Ratu

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Chris Beck posted this 07 September 2019

Hi, utility not working for me either. When I click on view and window they are greyed out.

I can see it is connected via Systems info but the drives don't mount on the desktop.

I have the latest version of utility ver 4.02.0000.21 and also the mac driver v6.2.9

Running on Mojave 10.14.5 on 2019 27" imac.

Any solutions please?

Thanks

Ratu

 

Hey guys I am in the same boat here, and can't find a solution!  Please, any updates on this?  

Doug Dunlop posted this 12 September 2019

The utility doesn't work for me either. Just doesn't start. Pegasus drive only mounts intermittently.

 

I have the same problem in High Sierra with the Pegasus drive mounting most of the time, but then just stopping randomly and slowing down everything on the system when I try to use it. The promise utility will not start, so I don't know if it is my mac, the utility, the drive, or something else.

j m posted this 10 December 2019

Hello to all,

 

I'm working with Mojave and I had the same problem with High Sierra.

I have two Pegasus R4 connected to iMac with Thunderbolt connection. Since the migrations, my Pegasus are working fine and I'm able to work with them (backup, storage, etc...)

Unfortunately, my Promise Utilisy doesn't want to open. That means, I'm not able to access the interface to manage and I'm afraid if any issue occurs on a disk, I wont be able to change HD, or anything else.

I tried to uninstall my package and reinstall it after downloading R_Promise_Utility_400000009. (the latest version I found regarding my storage solution)

Is someone able to help?

 

Thank you for your help

Hello everyone, I'm fixing an old R4 for a friend, 

while I was working on it I had the same issue as everyone here and after a lot of grief I was able to find the error and fix it.

open your terminal and type:

nano /Applications/Promise\ Utility.app/Contents/Resources/apache2/conf/httpd.conf 

change the 39th line from

Listen 127.0.0.1:

to 

Listen 127.0.0.1:8080

relaunch the promise utility,

have a beer on me,

Best,

Jacopo

 

if your nano does not have line numbers look for "Listen 127.0.0.1:" after this section:

 

#
# Listen: Allows you to bind Apache to specific IP addresses and/or
# ports, instead of the default. See also the <VirtualHost>
# directive.
#
# Change this to Listen on specific IP addresses as shown below to
# prevent Apache from glomming onto all bound IP addresses.
#
Listen 127.0.0.1:

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Tomas Egger posted this 13 October 2020

Ola my friends,

I tried these simple steps and Its working now:

- Please move the promise utility to trash, and empty the trash. 

- Then download the latest promise utility software

- Once after installing the promise utility, Restart the unit and the mac, first turn off mac and then turn off the pegasus wait for 2 minutes and then turn on the mac and wait until it is fully booted then turn on the pegasus and wait for 2 to 3 minutes and then try to launch the utility, see if it works.

- Working fine for me now.

Thanks

Tom

Darren Williams posted this 12 January 2021

So I've just been through this with support and  here's the steps taken. I'll caveat this with I dropped in to chat with support and was helped super quick and my hand was held all the way - so would recommened that as first option.

1. Switch off the unit (hold power button down)

2. Eject each drive a few inches when powered off (but leave in the unit)

3. Restart the unit, it should show a blue light on the power button (I had to restart twice to see this)

4. Check Promise device can be seen. For me this was Apple in Menu -> About This Mac - System Report, then find Thunderbolt in menue bar and my Promise device is listed as connected.

5. In System Report still, find the Software, Extensions menu item. Look up PromiseSTEX extension. Look at location option and copy this. For me it was /Library/Extensions

6. Open Finder and go to the folder from item 5 above.

7. Find PromiseSTEX.kext file and send to trash

8. Open Terminal window and issue command: promiseutil 
This should open up a command line with cliib> and a load of info listing the Pegasus device

9. The pacakage R_MacDrv_V6.2.9.pkg was then downloaded and run, to install the driver

10. Reboot system

11. Asked to update to 4.04.0000.42 - said yes and allowed to install

12. Software asked to restart, so agreed. PromiseUtility restarted and window was showing (I had multiple monitors and disconnected to have only 1 to ensure utility did not get confused)

13. Insert each disc ONE AT A TIME and monitor on the Physical Drive option in PromiseUtil window

14. When complete, the drives should mount as normal and be accessible

Hope that helps.

 

Greg Christopher posted this 09 February 2021

I noticed a few things since I just experienced this.

    If like me, you like to keep utilities in the utilities folder and ... obviously this is utility... you just broke it. If you are using this, to make matters worse, you likely have sysadmin tendencies and will do the above. 

If it hurts when you do that- DONT do that. 
 
    Looks like there are scripts hard coded to Promise utility living in the applications folder. Do NOT move it. This may be the only tool that broke when I did that; in retrospect, I think I'm lucky.

Chi Aranda posted this 18 March 2021

That utility doesn't work for me either.

R P posted this 18 March 2021

Hi All,

The Pegasus 1 was introduced in 2013 and the last Pegasus 1 Promise Utility was released in 2017 when Sierra was out. macOS has changed a lot since then and the old Utility apparently does not work with Catalina or Big Sur. It was never designed to.

But Promise has been updating the Promise Utility constantly since then, and the Promise Utility is backwards compatible.

You should download and use the latest Pegasus 32 Promise Utility. It does work with the Pegasus 1, I've tested it with a Pegasus 1 on Catalina and it works fine. This link is for the Promise Utility version 4.04.0000.42 from the Pegasus 32 downloads page.

 

 

Dwi Taniel posted this 20 August 2021

Hi All,

The Pegasus 1 was introduced in 2013 and the last Pegasus 1 Promise Utility was released in 2017 when Sierra was out. macOS has changed a lot since then and the old Utility apparently does not work with Catalina or Big Sur. It was never designed to.

But Promise has been updating the Promise Utility constantly since then, and the Promise Utility is backwards compatible.

You should download and use the latest Pegasus 32 Promise Utility. It does work with the Pegasus 1, I've tested it with a Pegasus 1 on Catalina and it works fine. This link is for the Promise Utility version 4.04.0000.42 from the Pegasus 32 downloads page.

Thanks for sharing the link!

I removed the existing utility, install the above one (and forgot to check which version I had :( ) and now it launched the utility and detecting the drives properly.

Jason Woodcock posted this 28 December 2021

Dwi

 

How did you remove existing utility please?

 

 

Eelko Ferwerda posted this 17 March 2023

according to Darren Williams :...

" 6. Open Finder and go to the folder from item 5 above.

7. Find PromiseSTEX.kext file and send to trash" 

 


and there stops it. you can't throw away the PromiseSTEX.kext file .... 


R P posted this 17 March 2023

Hi Eelko,

> How did you remove existing utility please?

and there stops it. you can't throw away the PromiseSTEX.kext file ....

PromiseSTEX.kext is the driver, not the utility.

You don't have to delete the old Utility, you can just install the new Promise Utility over the old one.

If you want you want to remove the old utility, open the Applications folder in finder, find the promise utility and drag it into the trash.

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