Unmounted Pegasus Promise 2 R4 with unresponsive ORANGE power button, will now not turn on at all.

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  • Last Post 01 May 2018
Mario Cavalli posted this 27 April 2018

Having just returned from a brief vacation, I powered up my iMac and immediately installed a macOS update, to High Sierra 10.13.4.

On restarting iMac (Retina 5K, 4Ghz Intel Core17), Pegasus Promise 2 R4 failed to mount. The power button was illuminated ORANGE and all drives were solid blue but the unit would not power down, or respond in any way. I had not noticed if this was alreaday the case before installing the OS update but both Mac and Pegasus had been off during my absence.

 

I then installed Promise Utility 'R_Promise_Utility_402000010', allowed the extension under Security & Privacy and rebooted. The Pegasus unit would stiill not mount and the Promise Utility showed nothing, no window or cofiguration options.

 

At this point, I submitted the issue to Support Center and I am still awaiting response.

 

Elswhere in these user forums, I then found the following advice given to others experiencing the same problem:

 

- 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.

 

I attempted to follow this advice but having powered down the iMac, removed power cable and drives from the Pegasus unit, then rebooted the Mac, the unit would not turn on at all, either automatically, or by depressing the power button.


All connections have been checked, alternate thunderbolt ports tried at both ends, iMac rebooted several times, with and without drives replaced (always in the correct order) but the unit will no longer power up. 

 

I am therefore unable either to use the Promise Utility or generate a service report, as suggested in the advice.

 

If the Pegasus unit itself is faulty but all drives are intact and in good working order, can I purchase a replacement 4 bay unit, insert the four drives and procede as normal?

 

All of my work, documents, records and data are on those 4 2TB drives and I am unable to work or function without access to them and am uncertain as to what to do next.

 

I have received no response to my Support Center query and given up on Promise telephone support after holding over 30 minutes for an engineer to become available.

 

I desperately need to get back to work. Any advice will be gratefully received.

 

Thank you, 

 

Mario

 

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Raghuraman Kannan posted this 27 April 2018

Hi Mario,

Please try to check if the FAN responds when you press the power button on the Pegasus. 

If the Pegasus chassis is bad , then we can replace it (If the unit is under warranty). 

Kindly register yourself as a user @ https://support.promise.com and then open a case after registering your product. We will advise you on the next steps.

Thanks !

Mario Cavalli posted this 28 April 2018

Hi Raghuraman, 

Thanks for your response. Since disconnecting power and removing the drives, as noted above, the unit will not power up at all and there is consequencely no response from the fan. 

I did notice, when removing the drives, that there was a large amount of internal dust build up, which I carefully removed. I suppose it is possible that the unit had overheated as a result, except for the fact that it was working perfectly before my vacation and had been turned off while I was away.

At any rate, the warranty ran out last July. I am quite prepared to buy a new chassis, if the existing drives can be installed into it and run as usual. In fact, the ideal would be to buy a six or eight bay chassis and expand the available storage, filling the extra bays with new drives. Could you tell me if this is feasible?

Again, thanks for your help.

Mario

 

 

Raghuraman Kannan posted this 30 April 2018

Hi Mario,

You can use the old drives in the new chassis as long as it is the same model of your current chassis . Pegasus 1 and 2 series have similar hardware specs . So , swapping the drives within these models shouldnt be a problem. 

Thanks !

Mario Cavalli posted this 01 May 2018

Hi Raghuraman, 

Thank you again for getting back to me.

In fact, yesterday, I revisited your earlier suggestion and disconnected then reconnected the power supply. Low and behold, the fan and drive whirred back into life. I then reconnected it to the iMac and the drive mounted as it should, everything apparently still in full working order, to my considerable relief.

I can only assume that the unit had initially overheated, then having been cleared of dust and cooled off over the weekend, was sufficiently revived to come back to life and get back to work. Does that make sense? Is there a heat sensitive cut-off switch built in?

I am naturally a little nervous of the unit failing again and I have yet to hear back from Promise support but have spoken to various dealerships and recieved good advice about backing up to cheaper, non RAID drives.

I will also need to purchase extra storage very soon and your advice in regard to swapping to same model Pegasus 2, is very useful, in that having two identical 4 bay devices will effectively provide me with back up chassis in the event that one or the other should fail.

Again, thanks for your help.

Mario

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