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25 Jan 2021
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Third Party Products for FCP
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Anybody help with Promise Pegasus R4? 09 May 2015 05:28 #64226

  • garters
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The Promise RAID box normally turns off when MacPro turns off, but lately it has been rebellious and stays on.
In light of this, I decided to give it a firmware upgrade, following instructions to the letter. On screen instructions said process would complete after a reboot and power off.
When Mac re-started the Pegasus wouldn't show up in finder, disk utility or promise utility.

I probably need to do the firmware update again, but cannot till I can see the drive.

Promise web support said to do the following. (which I did) , but they have been quiet since I sent the report back
Hi, Thank you for contacting Promise !! Kindly attach the Mac system profiler to this case, please find the instructions below, - Mac system profiler (Click Apple Icon > About this Mac > More info > System Report > Choose 'File' & 'Save') Open MAC terminal and then type promiseutil and then type the following commands one at a time and save the output of the commands to a file and attach that file to this case id for review: subsys -v enclosure -v ctrl -v phydrv -v array -v logdrv -v event event -l nvram Note:- In the above command " event -l nvram " it is lower case letter 'l' but not a numeric 1

I might add that all those commands return zero RAID drives seen.

Anybody know more about this stuff. I really would like my FCPX libraries and data back, or failing that, to be able to start again.
Wayne

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Anybody help with Promise Pegasus R4? 09 May 2015 22:15 #64244

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Did you physically power down the Pegasus by its power switch?

Also, in the Pegasus controller software, there's a place to tell it to respond to the Mac's power status or ignore it. Just FYI. I'd have checked that first.

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Anybody help with Promise Pegasus R4? 10 May 2015 04:03 #64249

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>>Did you physically power down the Pegasus by its power switch?
Unfortunately in the end I had to, because it has stopped responding to holding in the power button. I realise that this probably stopped the upgrade Completing properly, but no amount of restarting the Mac or anything else would work.
>>there's a place to tell it to respond to the Mac's power status or ignore it. Just FYI. I'd have checked that first.

It has been powering off with the Mac all it's 11 month life until this week. This is a new thing.

We are on the bottom of the world and I didn't fancy my chances of getting it back quickly if I sent it back to the supplier, so I thought I'd try the firmware upgrade.

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Anybody help with Promise Pegasus R4? 12 May 2015 08:25 #64354

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The silence is deafening!
Any power Mac users here.

A further clue: If you look under the MAC system profiler under the heading "Thunderbolt", this is what you see.

Vendor Name: Promise Technology, Inc.
Device Name: Pegasus R-Series
Vendor ID: 0x2
Device ID: 0x1
Device Revision: 0x1
UID: 0x0002000000145910
Route String: 1
Firmware Version: 22.3
Device Micro Firmware Version: 1.0.0
Port (Upstream):
Status: Device connected
Link Status: 0x2
Speed: Up to 10 Gb/s x2
Port Micro Firmware Version: 1.4.14
Cable Firmware Version: 1.0.16
Cable Serial Number: C4M301300R0F797AM
Port:
Status: Device connected
Link Status: 0x2
Speed: Up to 10 Gb/s x1
Port Micro Firmware Version: 1.4.14
- - - - - - - - - -
But it does not show up in the FINDER or in the PROMISE Utility software

How can the Mac think it's connected and even see another drive attached through its pass-through port, and yet I can't access it?

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Anybody help with Promise Pegasus R4? 12 May 2015 11:11 #64364

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Because the T'bolt protocol is one thing, the drive's formatting and recognizability is different. I really think this is a Promise issue. Have you contacted their tech support?

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Anybody help with Promise Pegasus R4? 12 May 2015 12:18 #64368

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Your best bet is to call them and be persistent.

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Anybody help with Promise Pegasus R4? 13 May 2015 09:18 #64409

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I took both of your advice. I spent 1 1/2 hours on the phone to America which was in fact, India.

He ended up remotely looking at my computer and suggested that perhaps the firmware upgrade would not run under OS 10.1.3 and could I try it on a Mac with an older operating system.

I have found a shop in the nearest city which will let me try with one of there display Imacs. If the OS is in fact newer than the firmware can talk to, then I will go back to an older firmware.

Cheers

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Anybody help with Promise Pegasus R4? 03 Dec 2015 17:33 #71153

OS 10.1.3 ???

For comparison I'm running OS X 10.10.5 with Promise Utility 3.18.0000.36 and the P2 R4 is running firmware version 19.2 have not had a problem and have not updated the firmware.

Thanks for the update please keep us posted. Have read mixed reviews when it comes to Promise Support. The initial silence does not give a warm fuzzy but glad to see they've been responsive via telephone. I'd suggest getting a case or reference number from them if you haven't already so it'll help in further communication with them.

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Anybody help with Promise Pegasus R4? 03 Dec 2015 19:37 #71155

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I would say that there is no reason to upgrade the firmware if your Pegasus is running sweetly.

As far as getting support, I ended up pressuring the supplier for an RMA. I finally got a replacement shell to put the original hard drives in.

I would love to say that all was well and that me and my Promise lived happily ever after, but I can't. The new one started randomly losing connection to the Mac this month. So I am in the middle of the India/NZ dialogue again - just like last time. Hopefully, I will get my RMA soon, so that the replacement process can get underway.

Other brands are looking very attractive. Unfortunately I don't have the money.

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