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Last Post 11 May 2019
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Chris Close posted this 04 May 2019 - Last edited 04 May 2019

I accidentally opened one of the drive housings on the R8. The drive light switched to red and the main power light is red too. A warning about switching Time Machine off popped up but then disappeared so I shut down and retstarted. The same red light is on the drive and On/Off switch.

Opening Promise Utility it says the drive is Dead. Under Logical driuve it says time Machine is offline and Disk array simply says degraded.

Any people much smarter than me able to help?

Thanks

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arunkumar b posted this 10 May 2019

Hi Chris,

Please open support case in https://support.promise.com and attach the service report for further Investigation.

Steps to save the subsystem report :

1) Open Promise Utility.

2) Click subsystem information icon on the top of the window.

3) Click the lock symbol on the left bottom corner of the screen to unlock the utility.

4) Click on save service report button to save the subsystem report and attach it to this case.

Regards

Arun

Chris Close posted this 11 May 2019 - Last edited 11 May 2019

Hi Arun,

The Save Subsytsem Report button did not work so I found instructions on line as to how to get this using Terminal and saving the file as an rtf file. Please see below. (Even when I tried this method it said the Pegasus software needed to be updated. (This is common with a lot of software on a Mac Mojave 10.14.4). However when I entered the text to Terminal it seemed to work. I am not sure how to attache a Rich Text File to this (insert image only allows image files) so have cut and pasted the informatin that I saved.

Regards,

Chris

P B posted this 11 May 2019

@ Chris Close

Please open a case at https://support.promise.com and our tech support team will be able to assist you.
Do not post the entire command output containing 1000s lines on the forum.
Please save a service report and attach it to your case via https://support.promise.com

PD 7 is dead (which is the same array for LDID:0 & LDID:1):

DaId: 0
OperationalStatus: Degraded
Alias: 
PhysicalCapacity: 32.01TB              ConfigurableCapacity: 32TB
FreeCapacity: 0Byte                    MaxContiguousCapacity: 0Byte
AvailableRAIDLevels: 0 5 6 60 10 50 1E
PDM: Enabled                           MediaPatrol: Enabled
NumberOfPhysicalDrives: 8              NumberOfLogicalDrives: 2
NumberOfDedicatedSpares: 0
UserSetPowerSavingLevel: 0             CurrentPowerSavingLevel: 0
PowerManagement: Enabled

Physical Drives in the Array:  
===============================================================================
SeqNo PdId CfgCapacity FreeCapacity OpStatus                                   
===============================================================================
0     1    4TB         3.42MB       OK                                         
1     2    4TB         3.42MB       OK                                         
2     3    4TB         3.42MB       OK                                         
3     4    4TB         3.42MB       OK                                         
4     5    4TB         3.42MB       OK                                         
5     6    4TB         3.42MB       OK                                         
6     7    4TB         3.42MB       Dead                                       
7     8    4TB         3.42MB       OK

Per the event log:

9285 PD 7 Major May 4, 2019 13:39:44 Physical Disk is marked as DEAD due to removal

You can force PD7 back online:

phydrv -a online -p 7

You can refer to a simliar forum post:

https://forum.promise.com/thread/r4-array-bad/

For futher technical support, please document your issue via https://support.promise.com or call (408) 228-1500

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