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Promise Pegasus R4 dont work in my new Mac mini i7 2.6

738 Views 14 Replies Latest reply: Feb 4, 2014 9:54 AM by SupportGuyJoe RSS
guigu Calculating status...
Currently Being Moderated
Jan 31, 2013 3:04 PM

I bought two new mac minis (2012). My Promise Pegasus R4 does not recognize the device in both. In old mac mini everything works normally.

Mac mini, OS X Mountain Lion (10.8.2)
  • BDAqua Level 10 Level 10 (114,715 points)
    Currently Being Moderated
    Jan 31, 2013 11:20 PM (in response to guigu)

    Hi, what Interface does that use?

  • BDAqua Level 10 Level 10 (114,715 points)

    Is it ThunderBolt cabled?

     

    Is it before any Monitor in the chain?

  • BDAqua Level 10 Level 10 (114,715 points)
    Currently Being Moderated
    Feb 2, 2013 12:25 PM (in response to guigu)

    Hmmm, does it show up In Disk Utility?

  • BDAqua Level 10 Level 10 (114,715 points)
    Currently Being Moderated
    Feb 3, 2013 11:24 AM (in response to guigu)

    Sorry we're not making any headway on this.

     

    Open Console in Utilities & see if there are any clues or repeating messages when trying to open the Promise Utility.

  • woodmeister50 Level 4 Level 4 (3,690 points)

    With everything connected, open System Information

    located:

    Applications->Utilites->System Information

     

    On the side bar expand the Hardware label if

    it is not already expanded and click on Thunderbolt.

     

    Does the R4 show up there when it is connected?

    Is there anything displayed at all?

  • woodmeister50 Level 4 Level 4 (3,690 points)

    guigu wrote:

     

    Thunderbolt Bus:

     

      Vendor Name:    Apple Inc.

      Device Name:    Mac mini

      UID:    0x0001000D18262B00

      Firmware Version:    14,1

      Port:

      Status:    Device connected

      Link Status:    0x2

      Link Controller Firmware Version:    0.11.9

     

    Unknown Device:

     

      Vendor ID:    0x0

      Device ID:    0x0

      Device Revision:    0x0

      UID:    0x0000000000000000

      Route String:    1

      Firmware Version:    17,0

    It seems the Mini sees something but is getting no clue

    as to what it is which is where the problem seems to be.

     

    BTW, forgot to ask if both old and new Minis running same

    OSX version?  Also, is the R4 running the latest firmware

    version?  Also, how is the R4 configured?  Do the new Minis

    have all the latest OSX and firmware patches?

  • SupportGuyJoe Level 1 Level 1 (0 points)

    Hi there guigu,

     

    We would like to diagnose your Pegasus issue.

    Please register your device on http://support.promise.com and open a service request there.

     

    Or call us at 408-228-1500 Mon-Fri 8-5 when you are next to the device and we will help you.

     

    Joe Engledow

    Technical Support

    Promise Technology

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