1 2 3 Previous Next 447 Replies Latest reply: May 9, 2014 1:44 PM by rzanc
Infotech 24 7 Level 2 Level 2 (165 points)

Has anyone else got any first hand experience of the Promise Pegasus R4 (or R6) with their iMac? I bought mine this week and managed to load it up with around 1.4Tb (it holds around 3Tb) no problem. Now, today I can't get the drive to stay connected before it ejects for more than 5 minutes. It's driving me mad and I'm very concerned as I moved all my family video onto it from another drive and it won't stay connected long enough to get it back onto another drive again.


iMac, Mac OS X (10.6.8), 2011 i7 3.4, 256Gb SSD and 16Gb RAM
  • 1. Re: Thunderbolt Pegasus R4 Experience?
    levindenboer1975 Level 1 Level 1 (0 points)

    Hello infotech,

     

    We have the same problem here with the new iMac 27" and the Pegasus R6 from Promise. After a while i just pops out of the desktop and you will get the error message from apple that the drive is not removed correctly from the desktop. Yes i know! But i didn't remove the disk!!

    It's very onstable it looks like. We are working in Aperture 3.1.3 and thant....plof disk gone! AAAAAAAHHHH!!!!

     

    So we have write to Promise Technology our problem but we didn't get an response! So we don't know what to do now.... this stuff is bought just 1 week ago!

     

    Greetings Levin den Boer.

  • 2. Re: Thunderbolt Pegasus R4 Experience?
    Infotech 24 7 Level 2 Level 2 (165 points)

    Hi, you need to email their support as the ticket system is hopeless. They finally agreed to replace mine last week so I'm waiting on a replacement. As you're in Europe just email the Europe support and they should sort you out. I believe they are based in Holland so should be good for you.

  • 3. Re: Thunderbolt Pegasus R4 Experience?
    Infotech 24 7 Level 2 Level 2 (165 points)

    If you don't get any joy by the way let me know as I have the email address of their main support people and they sorted me out fine.

  • 4. Re: Thunderbolt Pegasus R4 Experience?
    levindenboer1975 Level 1 Level 1 (0 points)

    Thank's for the info infotech.

     

    We shall send the message also to the company here in the netherlands. I'll keep you up to date. Weird isn't!!! That the big rack suddenly just pop's out of your desktop! Very weird... sorry for my english writing, i'll hope you understand me.

     

    Greetings Levin den Boer.

  • 5. Re: Thunderbolt Pegasus R4 Experience?
    Infotech 24 7 Level 2 Level 2 (165 points)

    My only concern is that mine was fine when attached to MacBook Pro for 48 hours. That said, it sometimes went 48 hours fine on the iMac too. Fingers crossed this isn't an iMac Thunderbolt problem. Remember to post back what happens with your replacement.

  • 6. Re: Thunderbolt Pegasus R4 Experience?
    levindenboer1975 Level 1 Level 1 (0 points)

    What happend after 48 hours than?? The system crashes?

    We shall keep you up to date how the things are going with the company from Promise Technology.

  • 7. Re: Thunderbolt Pegasus R4 Experience?
    chiudesign Level 1 Level 1 (0 points)

    I have two Promise SmartStor raids connected via firewire 800 that keep disconnecting on thier own without warning. It happened on both a pre and post Thunderbolt MacMini. The whole reason I purchased the Thunderbolt R6 was for performance and reliability. Reading this thread is getting me very alarmed.

    Wondering if it's an OS X software or general Promise hardware controller issue...

  • 8. Re: Thunderbolt Pegasus R4 Experience?
    Infotech 24 7 Level 2 Level 2 (165 points)

    All I can say is that I've received a replacement and after 48 hours it's still ok but I'm still holding my breath. When I had the original plugged into a MacBook Pro for a week it never once ejected. It's only when connected to a new iMac it appears to have a problem.

     

    I wouldn't discount the problem being an iMac Thunderbolt issue that needs resolving.

  • 9. Re: Thunderbolt Pegasus R4 Experience?
    levindenboer1975 Level 1 Level 1 (0 points)

    Hello Infotech,

     

    After we send an email to the Promise Technology here in Eindhoven the Netherlands the called us back. And after a while the told us to connect the R6 with the thunderbolt cable to the left port.

    So we dit! And unbelievable but the system works perfect now?

     

    PEGASUS_R6.jpg

     

    So if that's the trick wy worries any futher. It runs perfect on our iMac now. It's online now for several day's and no problems at all now.

  • 10. Re: Thunderbolt Pegasus R4 Experience?
    chiudesign Level 1 Level 1 (0 points)

    It's great that switching to the left fixed it, but what does that mean when you need to attach another drive to the right one? Will that drive basically experience the same issues?

  • 11. Re: Thunderbolt Pegasus R4 Experience?
    levindenboer1975 Level 1 Level 1 (0 points)

    I realy don't know! But with 12 Terrabyte i'm secure for at least the next 5 years. And after 5 years there will be something els, what is faster, bigger and better. So i'm not worrying about connecting another drive to that port.

    But for other people it's a question.

     

    But i think that the system what drives the disks is build to send and recieve data true the ports in an way that it understand the system. So if you connect an second R4 or R6 those systems recogniza each other and the promise utility will fixed the connection... i think!

  • 12. Re: Thunderbolt Pegasus R4 Experience?
    Infotech 24 7 Level 2 Level 2 (165 points)

    Well UPDATE time, Mine has ejected AGAIN, AGAIN and AGAIN plugged into the port they suggest. I'm really hacked off with it all. This is the most expensive drive I've ever bought and it's the worst experience I've ever had. I am totally convinced though that this is an iMac 2011 problem. I'm now on my 2nd drive and when it's been plugged into my MacBook Pro it has NEVER ejected. Plugged into my iMac, it's useless and will eject whenever it likes. I will say however, it does appear to be iTunes I'm in all the time when it ejects.

  • 13. Re: Thunderbolt Pegasus R4 Experience?
    levindenboer1975 Level 1 Level 1 (0 points)

    Do you use Mac Os X Lion allready? Our R6 is working perfect on our iMac, i can open everything. iTunus, Apertures everyting and the R6 still works no failure connection any more!

    But what you say is true i think, it's your iMac who causes this trouble. But were to look??

     

    p.s. do you turn off your R4 when you shuting down?? Wo DON'T!!! The R6 is on for 24/7 it never go's offline, the power stay's on!

  • 14. Re: Thunderbolt Pegasus R4 Experience?
    Infotech 24 7 Level 2 Level 2 (165 points)

    I am using Lion but then it was doing it before I was running Lion too. I do shut it down, do they suggest you always leave it on?

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