Infotech 24 7
Level 2 (165 points)

Q: Thunderbolt Pegasus R4 Experience?

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

Posted on Jul 16, 2011 8:38 AM

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Infotech 24 7

Q: Thunderbolt Pegasus R4 Experience?

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  • by levindenboer1975,

    levindenboer1975 levindenboer1975 Jul 30, 2011 6:03 AM in response to Infotech 24 7
    Level 1 (0 points)
    Jul 30, 2011 6:03 AM in response to Infotech 24 7

    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.

  • by Infotech 24 7,

    Infotech 24 7 Infotech 24 7 Jul 30, 2011 8:38 AM in response to Infotech 24 7
    Level 2 (165 points)
    Jul 30, 2011 8:38 AM in response to Infotech 24 7

    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.

  • by Infotech 24 7,

    Infotech 24 7 Infotech 24 7 Jul 30, 2011 8:40 AM in response to levindenboer1975
    Level 2 (165 points)
    Jul 30, 2011 8:40 AM in response to levindenboer1975

    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.

  • by levindenboer1975,

    levindenboer1975 levindenboer1975 Jul 30, 2011 10:35 AM in response to Infotech 24 7
    Level 1 (0 points)
    Jul 30, 2011 10:35 AM in response to Infotech 24 7

    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.

  • by Infotech 24 7,

    Infotech 24 7 Infotech 24 7 Jul 30, 2011 3:02 PM in response to levindenboer1975
    Level 2 (165 points)
    Jul 30, 2011 3:02 PM in response to levindenboer1975

    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.

  • by levindenboer1975,

    levindenboer1975 levindenboer1975 Jul 31, 2011 3:40 AM in response to Infotech 24 7
    Level 1 (0 points)
    Jul 31, 2011 3:40 AM in response to Infotech 24 7

    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.

  • by chiudesign,

    chiudesign chiudesign Aug 4, 2011 8:23 AM in response to Infotech 24 7
    Level 1 (0 points)
    Aug 4, 2011 8:23 AM in response to Infotech 24 7

    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...

  • by Infotech 24 7,

    Infotech 24 7 Infotech 24 7 Aug 4, 2011 9:31 AM in response to chiudesign
    Level 2 (165 points)
    Aug 4, 2011 9:31 AM in response to chiudesign

    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.

  • by levindenboer1975,

    levindenboer1975 levindenboer1975 Aug 4, 2011 10:26 AM in response to Infotech 24 7
    Level 1 (0 points)
    Aug 4, 2011 10:26 AM in response to Infotech 24 7

    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.

  • by chiudesign,

    chiudesign chiudesign Aug 4, 2011 10:55 AM in response to levindenboer1975
    Level 1 (0 points)
    Aug 4, 2011 10:55 AM in response to levindenboer1975

    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?

  • by levindenboer1975,

    levindenboer1975 levindenboer1975 Aug 4, 2011 11:02 AM in response to chiudesign
    Level 1 (0 points)
    Aug 4, 2011 11:02 AM in response to chiudesign

    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!

  • by Infotech 24 7,

    Infotech 24 7 Infotech 24 7 Aug 6, 2011 12:23 AM in response to levindenboer1975
    Level 2 (165 points)
    Aug 6, 2011 12:23 AM in response to levindenboer1975

    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.

  • by levindenboer1975,

    levindenboer1975 levindenboer1975 Aug 6, 2011 12:30 AM in response to Infotech 24 7
    Level 1 (0 points)
    Aug 6, 2011 12:30 AM in response to Infotech 24 7

    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!

  • by Infotech 24 7,

    Infotech 24 7 Infotech 24 7 Aug 6, 2011 12:33 AM in response to levindenboer1975
    Level 2 (165 points)
    Aug 6, 2011 12:33 AM in response to levindenboer1975

    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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