Promise Utility not working

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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 support case in 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

Ion Vasile posted this 3 days ago

Thank you for the information you have provided, I have managed to connect. I think it was just a network problem.

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Best regards!!

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