R6 not mounting on Intel MacPro Monterey

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  • Last Post 04 September 2023
Nick Vincent posted this 21 July 2023

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.

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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

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

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

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

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

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.

 

 

 

 

Nick Vincent posted this 28 August 2023

Hi R P,

I will try what you're suggesting but just to make sure of one thing first: if the problem comes from the Pegasus 2, could I replace the unit and insert all the drives into the new one? Would this work?

Let me know...

Best regards,

N.

Nick Vincent posted this 04 September 2023

 Hi D R, 

I'm still struggling with DiskWarrior and testdisk (that you recommended). 

In the worst case scenario, I'd like to know one thing: can I replace the Pegasus2 unit with another R6? If I switch the HDDs in the same order, is there hope to recover the files? or is there some read/write operation in the Pegasus2 that prevents such a switch?

Please let me know,

Thanks,

N.

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