R4 unresponsive

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  • Last Post 23 May 2017
Gary Barr posted this 25 April 2017

Hi,

I have flashing blue LEDs and orange power light but can't open Promise Utility and Pegasus is not visible in Finder??  Have had multiple issues with this unit since the beginning, mainly that it bricks hard drives in slot 4.  Never got to the bottom of the issue.  I have another R4 which has been faultless.

thanks,

Gary

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Gary Barr posted this 23 May 2017

thanks Venkat, got that from your reply earlier.

Venkatachalam Settu posted this 23 May 2017

Gary,

We were looking for your reply on the case when you reported this issue and it has auto closed without your response. The reopened case has been moved to the respective team.

Please follow up the case for further updates.

Thank you.

Gary Barr posted this 23 May 2017

So I did reopen that case, added further information but have had zero response.

Gary Barr posted this 17 May 2017

sorry, I just assumed that you guys were the same guys from the support cases and that you could do something??  I'll try that.

Richard Oettinger posted this 17 May 2017

I am someone trying to help you with this.

You could open that case again and review what was done / not done to see what the next step may be...

Gary Barr posted this 17 May 2017

Thanks.  Are you not Promise?  Who else do I go to for followup?

thanks,

Gary.

Richard Oettinger posted this 17 May 2017

Since you have a case with Promise, you can still go to it for followup.

From past experience I think maybe that case was closed because you didn't respond to it.

I also have gotten too busy to respond to a case and had it closed on me...

Gary Barr posted this 17 May 2017

Hi Richard,

Thank you for your response.  Yes, I made a support case 20150306015346S in March 2015, within the 2 years warranty - it was purchased in July 2013.

It still has basically the same problems after replacing the drive a few times.

thanks,

Gary

Richard Oettinger posted this 17 May 2017

Hi Gary,

Who did you report this issue to - while still under waranty?

Did you open a case with, or do you have any emails from, Promise Tech Support regarding this issue?

That could be helpful here...

~ Richard

Gary Barr posted this 17 May 2017

Hi, so any response to this?

'Sales' haven't even replied to me since I emailed about 2 weeks ago.  So I've just got this time bomb hard drive box which fails every couple of days saying that the drive has been ejected when it hasn't.  It has already cost me 4 1TB hard drives replacing what I thought was a faulty HD but turns out its just a dodgy Pegasus R4.  Please can you guys just take this away and try to fix it then rather than leave me high and dry?

thanks,

Gary

Gary Barr posted this 04 May 2017

Hi thank you. The thing is, as I've said, I did report it whilst in warranty.  This has been a problem for a long time.

Gary

Venkatachalam Settu posted this 04 May 2017

Gary,

The unit cannot be replaced if it is not under warranty. You would have been report the issue in the beginging itself to claim the warranty. Pegasus R4 has been moved into to legacy items.

Thank you.

 

 

Gary Barr posted this 04 May 2017

Hi,

As kindly advised, I contacted Sales via the email you gave me but noone has responded after 2 attempts.  Their response is obviously not as swift as the service dept!  Can you please check if I can finally get my Pegasus R4 replaced as it has been problematic since the beginning?

Many thanks,

Gary Barr

Gary Barr posted this 25 April 2017

sorry my fault, didn't see the 'pull power cord' instruction.  have saved report and created case log.  thanks for the amazingly quick response.

Gary

Venkatachalam Settu posted this 25 April 2017

You have to unplug the power cable if the power button doesn't respond.

Gary Barr posted this 25 April 2017

thanks, but I can't shut the unit down with the power button, it stays orange.

Venkatachalam Settu posted this 25 April 2017

Gary,

Please follow the below mentioned steps and generate the subsystem report of the unit.

- Shutdown the pegasus using the power button
- If it's not working unplug the power cable
- Mark and Remove all the drives from the unit
- Turn ON the unit without the drives
- Open Promise Utility
- Click subsystem information icon on the top of the 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.

Please open a case at http://support.promise.com and attach the report or call us at (408) 228-1500 to troubleshoot the issue.

Thank you.

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