Hi – my Mac can't mount the R6 even using Disk Utility.
I can see it in Terminal by running "diskutil list" prompt but still can't mount it using the "mount" prompt.
Thanks for the help.
N.
R6 not mounting on Intel MacPro Monterey
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- Last Post 3 weeks ago
Nick Vincent
posted this
21 July 2023
R P
posted this
25 July 2023
Hi Nick,
Is your Mac an Apple Silicon (aka M1/M2) Mac?
If you can see it in diskutil the driver is loaded.
So there may be a problem with the filesystem. Have you tried First Aid from the Disk Utility?
Nick Vincent
posted this
25 July 2023
Hi – no, my Mac is an old Intel MacPro running macOS Monterey.
I have tried running First Aid from Disk Utility – even tried several tricks on Terminal. But nothing is working so far...
Hoping you can help...
Regards,
N.
R P
posted this
25 July 2023
Hi Nick,
Right now it sounds like you need Disk Warrior, which is much better than First Aid. Unfortunately, it's not free.
But just to be sure, can you open a terminal, type 'promiseutil' then enter these commands in the CLI and post the results here?
phydrv
logdrv
logdrv -v
array
Nick Vincent
posted this
25 July 2023
Hi R P,
Here's what I get:
cliib> phydrv
No physical drive in the enclosure
Error (0x4008): subsystem not found
cliib> logdrv
Error (0x4008): subsystem not found
cliib> logdrv -v
Error (0x4008): subsystem not found
cliib> array
===============================================================================
DaId Alias OpStatus CfgCapacity FreeCapacity MaxContiguousCapacity
===============================================================================
No configured disk array in the subsystem
Not looking great I presume, although it technicaly still mounts:
/dev/disk2 (external, physical):
#: TYPE NAME SIZE IDENTIFIER
0: GUID_partition_scheme *15.0 TB disk2
1: EFI EFI 209.7 MB disk2s1
2: Apple_HFS Pegasus Promise 15.0 TB disk2s2
I'm OK to buy Disk Warrior if I know what to do with it...
Regards,
N.
R P
posted this
25 July 2023
Hi Alex,
This may be a driver issue after all.
Can you let me know which driver version and Promise Utility version you are using?
Nick Vincent
posted this
25 July 2023
Hi R P,
Promise Utility: v4.06.0000.04 (C04)
For the driver, I'm not sure where to check...
N.
R P
posted this
25 July 2023
- Last edited 25 July 2023
Hi Nick,
For the Pegasus 2, you should probably use Promise Utility v4.06.0000.01.
To find the driver version please open a terminal and type this command.
kextstat | grep -i promise
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Nick Vincent
posted this
25 July 2023
Thanks a lot. Here's what I'm getting:
Executing: /usr/bin/kmutil showloaded
No variant specified, falling back to release
192 0 0xffffff800348a000 0xb000 0xb000 com.promise.driver.stex (6.2.13) AE253556-66D8-38D2-B9D1-179B78F29153 <191 16 7 6 3>
N.
R P
posted this
25 July 2023
Hi Nick,
OK, that driver should be OK.
I've seen a Pegasus 2 issue like this before and it ended up being the TB cable. Can you try a different cable?
Nick Vincent
posted this
25 July 2023
Yes – I have already tried that, unfortunately...
Brand new TB cable replaced the old one... I also changed the TB port but no luck either.
Nick Vincent
posted this
25 July 2023
How shall I proceed with the new utility?
1. Unplug the P2
2. Install the new version of the utility
3. Run the new Promise Utility
4. Plug back in the P2 and hope for the best?
N.
R P
posted this
25 July 2023
- Last edited 26 July 2023
Hi Nick,
You don't have to unplug the P2, just drag the old Promise Utility into the trash and install the new one.
Nick Vincent
posted this
25 July 2023
It's not making any difference at all, I'm afraid... Promise Utility is not responding once the P2 is connected to the Mac and I can't seem to force the Mac to force mount the P2 via Terminal either...
N.
Nick Vincent
posted this
25 July 2023
- Last edited 25 July 2023
If it can help, I ran diskutil verifyDisk disk2 and got this in return:
Started partition map verification on disk2
Checking prerequisites
Problems were found with the partition map which might prevent booting
Error: -69808: Some information was unavailable during an internal lookup
R P
posted this
26 July 2023
- Last edited 26 July 2023
Hi Nick,
That version of Promise Utility should work on Monterey, so it's odd that it can't see the Pegasus. It's not impossible that there may be something wrong with the Pegasus2.
But despite that, your MAC is seeing the volume, but it won't mount because the filessystem is not OK.
Disk Warrior is probably the best bet here, It's usually works when First Aid can't help.
If you have another Mac available, could you see if it will mount on that?
Nick Vincent
posted this
26 July 2023
I will try with a MacBook I have around but I'll have to buy a Thunderbolt to USB-C adapter first.
Will report as soon as I have it.
Thanks,
N.
Nick Vincent
posted this
18 August 2023
Hi R P,
I finnally managed to test the Promise2 on my MacBook with a new cable and a Thunderbolt 2-to-3 adapter.
The same issue happens again though: the P2 is not mounting regardless.
Is there any other operation you would suggest? I have been trying DiskWarrior too but to no avail.
Let me know,
N.
R P
posted this
18 August 2023
- Last edited 18 August 2023
Hi Nick,
I have now seen several cases where the 'kextstat' output shows that the driver is loaded but the System Report in extensions shows that the driver is unloaded and unloadable. Please check the System Report for the Promise STEX driver.
If the macOS is Ventura the workaround is to load the DEXT driver. The downloads page says M1 only, but it also seems to work with Intel Ventura. But it won't load in Monterey, that may be before Apple introduced the user space drivers.
Nick Vincent
posted this
18 August 2023
Thanks R P, here's what I found:
I actually have two PromiseSTEX in the System Report:
- 6.2.13 (last modified shortly before the RAID crashed)
PromiseSTEX:
Version: 6.2.13
Last Modified: 11/07/2023, 09:35
Bundle ID: com.promise.driver.stex
Notarised: Yes
Loaded: Yes
Get Info String: Version: 6.2.13, Copyright (c) 2010-2019 Promise Technology, Inc.
Obtained from: Identified Developer
Kind: Intel
Architectures: x86_64
64-Bit (Intel): Yes
Location: /System/Library/Extensions/PromiseSTEX.kext
Kext Version: 6.2.13
Load Address: 18446743524008829000
Loadable: Yes
Dependencies: Satisfied
Signed by: Developer ID Application: Promise Technology Mobile Apps (268CCUR4WN), Developer ID Certification Authority, Apple Root CA
- the other one is 6.2.16 last used in 2020:
PromiseSTEX:
Version: 6.2.16
Last Modified: 09/12/2020, 08:19
Bundle ID: com.promise.driver.stex
Notarised: Yes
Loaded: No
Get Info String: Version: 6.2.16, Copyright (c) 2010-2021 Promise Technology, Inc.
Obtained from: Identified Developer
Kind: Universal
Architectures: arm64e, x86_64
64-Bit (Intel): Yes
Location: /Library/Extensions/PromiseSTEX.kext
Kext Version: 6.2.16
Loadable: Yes
Dependencies: Satisfied
Signed by: Developer ID Application: Promise Technology Mobile Apps (268CCUR4WN), Developer ID Certification Authority, Apple Root CA
As you can see, they're both tagged as "loadable".
Is there anything I should do about the drivers?
N.
R P
posted this
18 August 2023
Hi Nick,
I have no idea why the Promise Utility does not see the Pegasus 2, but the CLI still works so you can manage the storage.
But diskutil sees the LUN and it won't mount because of filesystem damage, as you posted previously...
/dev/disk2 (external, physical):
#: TYPE NAME SIZE IDENTIFIER
0: GUID_partition_scheme *15.0 TB disk2
1: EFI EFI 209.7 MB disk2s1
2: Apple_HFS Pegasus Promise 15.0 TB disk2s2
Started partition map verification on disk2
Checking prerequisites
Problems were found with the partition map which might prevent booting
Error: -69808: Some information was unavailable during an internal lookup
So you'll need to repair the filesystem.
It's not mounting because the filesystem is damaged.
Disk Warrior seems to be your best bet. There is also another Mac utility for repairing filesystems that I just found out about, google should find it.
If you just want to recover a few files, then photorec might be able to do the job, it's free.
