R6 orange light

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  • Last Post 08 January 2024
Jorge Bravo posted this 23 November 2023

Hello, I have an r6 drive that I can't connect to my iMac, 
the power button is orange and all the disk LEDs are blue.
I saw in a previous forum that I could try removing the disks and turning on the R6
without them to see if the button would turn blue but it didn't work.
What I can do? It is very important to recover the information saved there. thank you!

 

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R P posted this 27 November 2023

Hi Jorge,

We will need more information.

Can you run Promise Utility, get a service report, zip it and upload it here?

Jorge Bravo posted this 28 November 2023

Hello.
I ran the utility but it does not detect my pegasus R6. 
I already tried with all the thunderbold ports but it was the same

 

R P posted this 29 November 2023

Hi Jorge,

Please open a System Report (click the apple icon, select About this Mac then select System Report) and click the thunderbolt item on the menu at the left and see if the Pegausus shows as connected.

Jorge Bravo posted this 29 November 2023

Hi!

 

Apparently it is connected, 
I attach a screenshot with the details and the firmware

 

R P posted this 29 November 2023

Hi Jorge,

Next check that the driver is loaded. Open a terminal and use this command.

kextstat | grep promise

 

Jorge Bravo posted this 30 November 2023

Hi

 

I used the command but nothing happened. What should I see when running it?

 

R P posted this 30 November 2023

Hi Jorge,

It looks like there is no driver loaded, more info is needed here.

Try running these commands from the terminal and copy and paste the results here.

ls -d /System/Library/Extensions/PromiseSTEX.kext
ls -d /Library/Extensions/PromiseSTEX.kext

I forgot to ask about your mac and the macOS.

Can you tell me which macOS you are using, whether it's M1 or Intel and which mac model you have?

Jorge Bravo posted this 30 November 2023

Hi.

I attach the information

Results:

System Info

 

R P posted this 30 November 2023

Hi Jorge,

There was a typo in my original post, the final 't' was not copied. I have corrected it, please run this command.

ls -d /Library/Extensions/PromiseSTEX.kext

Jorge Bravo posted this 30 November 2023

Ok, this is.

 

R P posted this 30 November 2023

Hi Jorge,

OK, there is a driver installed, we need to manually load it. Use this command in the terminal.

sudo kextload /Library/Extensions/PromiseSTEX.kext

 

Jorge Bravo posted this 30 November 2023

OK.

It´s done.

 

what is the next step?

 

R P posted this 30 November 2023

Hi Jorge,

Did it load?

kextstat | grep promise

If the driver did load your Pegasus volume should show on the desktop.

If it did not appear on the desptop there may be a problem with one or more of the following.

  • The Thunderbolt Cable
  • The Pegasus 2 itself
  • The HFS+ volume

Or possibly there is no HFS+ volume on the Pegasus.

If you have a Promise Utility installed, please run it and see if it sees the Pegasus2.

Jorge Bravo posted this 30 November 2023

 

Okay. Apparently there is still something wrong, the driver is running but I don't see my pegasus 
in the utility or on the desktop (screen attached).
I already tried with another computer but I haven't tried with another cable, I'll try that

 

R P posted this 30 November 2023

Hi Jorge,

The image is too small, I can't read the driver version. Can you tell me what it is? It seems to be 6.2.something.

It's possible that the driver may be a lot newer than Catalina and not compatible with it.

Jorge Bravo posted this 30 November 2023

sure.

the driver is 6.2.13

on the pegasus r6 box i can see the thunderbolt led is on (blue),

maybe the thunderbold cable works but the power button stills yellow

R P posted this 30 November 2023

Hi Jorge,

6.2.13 should be fine.

on the pegasus r6 box i can see the thunderbolt led is on (blue),

It is possible to have a bad Thunderbolt cable that still shows a link light.

maybe the thunderbold cable works but the power button stills yellow

The TB cable is still suspect. And the amber power light could also mean that the Pegasus failed to boot.

The driver is loaded and the Pegasus should show in Promise Utility. It does not.

If you can find a different Thunderbolt 2 cable, I would suggest trying it. If you have some other Thunderbolt 2 device you can test the cable with, please do so. Most Thunderbolt 1/2 cables are old. The P2 first shipped in 2014, those cables are nearly 10 years old now.

If you are positive that the Thunderbolt cable is good, then the Pegasus is the problem.

One other thing you can try is to power down the Pegasus by removing the power cable, wait 10-15 seconds for the drives to spin down, then unseat all of the drives, just pull them out an inch or so, then plug the power cable back in and see if the Promise Utility can see the diskless enclosure. If this works, then it's possible that the power supply on the P2 is weak. But often after a diskless boot, the enclosure will then work with the disks inserted.

If the enclosure does boot with no disks you can try inserting the drives slowly one-by-one. Let the drive show in the Promise Utility before inserting the next drive. If the RAID is the default RAID5, don't insert the last drive. If the LD comes online as critical (it should with 1 drive missing) the Volume should mount. If the Volume does mount with 5 disks let me know and I will give you the procedure to start a rebuild on the last drive.

Also, if the volume does come up with 5 drives, please get a service report from the Promise Utility, zip it and upload it here.

Jorge Bravo posted this 18 December 2023

Hello, sorry for the delay, I didn't have another cable to try. 
I already changed the cable for a new one and it didn't work, I also tried removing
the discs and trying to insert them one by one and it didn't work, is there anything else
I can do?

 

R P posted this 21 December 2023

Hi Jorge,

Please open the Apple Disk Utility and see if the Pegasus drive shows. If it does try running First Aid.

Jorge Bravo posted this 08 January 2024

 

Hello Pegasus does not appear in Disk utility. I already got another Pegasus R6, 
can I connect the old drives to the new unit? or are there previous steps I should follow?

 

R P posted this 08 January 2024

Hi Jorge,

Make sure both units are powered off. You can move all the drives to the second Pegasus with no other changes and the Volume should mount.

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