Previous 1 8 9 10 11 12 Next 453 Replies Latest reply: Aug 8, 2015 4:52 PM by rosfun54 Go to original post
  • Smphoto74 Level 1 Level 1 (5 points)

    Keyvid,

     

    lol.  I'm truly sorry you are having problems but it would be unfair not to say something to Wimdows when he is basing his decision on a hand full of people having problems.  Maybe you should call up Promise, ask them how many units they have sold and count the failures...it's most probably within the exceptable yet "unexceptable" failure rate that everyone should expect from electronic devices.  Just because you are having problems doesn't mean Wimdows should stay away and a reason why I said to not count them out.

     

    As with any product, you are going to have some that fail, I'm sorry you are having problems but clearly there are others that aren't so don't get your knickers in a twist because you haven't gotten your problems worked out yet.  If you haven't heard from Apple in a few weeks, I suggest calling them, every single day if you have to or return your product.

     

    I still highly recommend the Promise Pegasus R4 & R6 units.

  • wimdows Level 1 Level 1 (0 points)

    Thanks for the reply. Glad to hear some people don't see any of these intermittent dismount problems.

     

    I may take the plunge in the new year. After all, I can always return the unit if it doesn't behave.

     

    Cheers,

    Wim

  • Smphoto74 Level 1 Level 1 (5 points)

    Not that I think it matters but I got mine from www.bhphoto.com and were cheaper than Apples own website.

  • ehmjay Level 1 Level 1 (10 points)

    Smphoto74 wrote:

     

    Keyvid,

     

    lol.  I'm truly sorry you are having problems but it would be unfair not to say something to Wimdows when he is basing his decision on a hand full of people having problems.  Maybe you should call up Promise, ask them how many units they have sold and count the failures...it's most probably within the exceptable yet "unexceptable" failure rate that everyone should expect from electronic devices.  Just because you are having problems doesn't mean Wimdows should stay away and a reason why I said to not count them out.

     

    As with any product, you are going to have some that fail, I'm sorry you are having problems but clearly there are others that aren't so don't get your knickers in a twist because you haven't gotten your problems worked out yet.  If you haven't heard from Apple in a few weeks, I suggest calling them, every single day if you have to or return your product.

     

    I still highly recommend the Promise Pegasus R4 & R6 units.

     

    While your point is certainly valid, I think peoples frustrations (which are also valid) stem from the fact that this is a SUPPORT thread. While it's true that having stories of people who have no issues may help narrow the field the point remains that this thread is about attempting to find a solution to the issue and not offering one but merely cluttering up the thread with comments that don't apply to the issue at hand (ie: whether or not the unit is worth purchasing) do not benefit those searching for solutions.

     

    For what it's worth: we are still having this issue at work, and it still seems to be completely random as to how it occurs. Going to try shielding the cable but the disconnects have happened without our iPhones being near the device - not to mention the fact that I've been on calls with my phone and not seen a disconnect.

     

    As to wimdows and his desire to purchase the drive here's a little more food for thought: yes, some people have issues and some don't. But this has been an issue for me for almost two weeks now and have yet to have a real solution offered to me from Promise. It is now costing our company money since we cannot do the work we need to do. The last time they messaged me was to tell me they were waiting on word from a "supervisor" to send us beta firmware. Despite repeated messages to them I have yet to hear back about any further solutions, nor received the firmware.

     

    These are not cheap drives, and I would suggest you invest your money with a company that at least offers the very basics in terms of customer support. So far, Promise does not seem to be one of those companies.

     

    Just food for thought. (and yes,  I realize that I have not added a solution to this thread...)

  • cpmax Level 1 Level 1 (10 points)

    ...they messaged me was to tell me they were waiting on word from a "supervisor" to send us beta firmware. Despite repeated messages to them I have yet to hear back about any further solutions, nor received the firmware.

     

    That's what my support contact said as well sans sending me beta firmware. Now you have me wondering if they are just waiting out the return period so it can't be returned.

     

    Maybe I'll give them an ETA as to when I'll be returning the unit back to Apple and see if that rattles some cages.

  • Smphoto74 Level 1 Level 1 (5 points)

    ehmjay,

     

    I agree with that although I think it's well worth it, even the risk...It's just like my 3 xbox 360's, one died of the dreaded RROD however it's still well worth having them and any failure from the expensive Pegasus Units are still worth it.  I promise not to write anymore on this thread about my experience since I would indeed just be repeating myself.  lol

  • Ulf Soderlund Level 1 Level 1 (0 points)

    Keyvid et al!

     

    In short - no. We have been in contact with Promise and Apple at least once a week during this whole matter, not once have they contacted us on their own accord. Latest official word from Promise US was a Mr Jerry Case who promised to have a "solution for the disconnect from external interference soon" - that was on 22 November 2011.

     

    In the meantime Apple has been so obviously stalling that it silly... We gave them the information regarding the GSM900-interference on 18 October 2011 as well as the info that Promise confirmed this as a known error. Now in mid December, some 8 weeks later, the Apple US engineering team requested Apple EU to send a tech to our lab to basically confirm that "what we said was true". What is more, they now want us to send our computer to a authorized dealer to perform "some more tests". Mind you, none of the aforementioned has the ability to perform any RF-related measurements whatsoever! As if it is only our computer that is at fault here - that is just plain insulting.

     

    I have as of today due to the lack of cooperation from interested parties decided to post this information on other forums and news sites in the hope of preventing others from getting this product until everything is solved.

     

    I urge all of you to do the same...

     

    /U

  • Ryan Wuckert Level 1 Level 1 (5 points)

    Has anyone had thse unmounting issus with a macbook pro?

    I am thinking about getting 2 R6 drives.

    I have had problems with gtech drives unmounting themselves on my old MBP

     

    I will also want to dailsy chain some sonnet pcie to thunderbolt adapter cards in the mix.

     

    Anyone had experience with this sort of combination?

     

    Thanks

    R

  • martinfrompoole Level 1 Level 1 (140 points)

    I have had disconnect issues with a LaCie Thunderbolt drive on a MBP; my personal opinion is it's the cable that's the main fault, for the sake of style and size (to fit a Macbook Pro/Macbook Air) Apple have cut-down (too far) on sheilding; in my case just putting my hand close to the TB connector (or using a FireWire drvice) would cause the drive to eject; the cable are rubbish and I have no doubt Apple know it!

  • Ulf Soderlund Level 1 Level 1 (0 points)

    Ryan Wuckert,

     

    We have tested two Thunderbolt equipped MacBook Pros in conjunction with the Pegasus R4 and the Pegasus R6 - they all failed the GSM-test...

     

    martinfrompoole,

     

    We have tested one LaCie Little Big Disk Thunderbolt - it passed the GSM-test...

    That being said, Promise US at one point indicated that there is a batch of faulty Thunderbolt-cables out there - you might want to try a new one...

     

    /U

  • martinfrompoole Level 1 Level 1 (140 points)

    Thanks Ulf,

    I returned the LaCie for a refund, but the Apple store refused a refund (or replacement) of the cable because "I had opened the packaging"; so unless Apple contact me and offer a free replacement I won't be setting foot in another Apple store or buying ANY Thunderbolt equipment!

  • Tonse Level 1 Level 1 (0 points)

    Further to my earlier post, I can confirm that Promise have acknowledged the issue with the GSM phone signal affecting the Thunderbolt cable, and they are "working on a fix ".  They also confirmed that they have seen the issue on ALL thunderbolt equipped mac machines.

     

    Since my last post a week or so ago, and the wrapping of my Thunderbolt cable in tinfoil I havent had one unmount of my Raid box - it has worked perfectly.  Whilst I know this is not the most elegant solution, or something that we should have to resolve or deal with, the tinfoil has provided a solution which works for me.

     

    Finally, some positive feedback for Jigsaw, here in the UK who I bought the kit from.  As soon as I found out I was suffering the GSM issue (which was as soon as I'd set it up), I alerted them to it, and they acknowledged it as a "known issue", and happily offered me a full refund straight away, or were happy for me to play around with the set up for 10 days, and then decide whether I should keep ot or send it back for a full refund.  Whilst I ( and they ) know that this was no different to my standard rights, its nice to have them offering it with no arguments required.

     

    All in, I'm happy with the kit.  The tinfoil resolves any issues and as such the equipment works superbly.


    Tony

  • alfonsoescorial Level 1 Level 1 (0 points)
    First of all, sorry for my poor English
    After being nearly two hours with Apple support, very professional and very patient ...
    I discovered that the main problem is the cable (apple cable). The cable works only one way!
    And it's cable (or micro chip) is burned with use.
    I tell you:
    I have a R6, and buy two cables, the first worked perfectly for several weeks.
    wanted to move the R6 to another position in my office .... and stopped working.
    Talk to the apple support and after two hours, we put the new cable ... IT WORKS!
    We changed the direction of the new cable .... NO WORK!
    put the old cable ... IT WORKS!
    We changed the direction of the old cable ... NOT WORKING!
    After a few weeks ... the old cable stopped working!
    Now I have the new cable in the right direction ... I will tell you how long this operation
    In my opinion : or a problem of poor quality cable ...
    or a configuration problem cable softwere

     

  • cpmax Level 1 Level 1 (10 points)

    I have now disconnected the Pegasus and moved it to a macbook. There will be no activity on the drive as it's been ejecting being idle anyways. We tried the iPhone test but couldn't get the Pegasus to fail.

     

    Also, haven't installed the Pegasus software on the Macbook to see if that's an issue.

     

    Will keep you guys/gals posted.

  • cpmax Level 1 Level 1 (10 points)

    Well, that was a short test

     

    3 hours into it it ejected. Drive was idle the whole time. Thunderbolt cable end very hot.

     

    So, if it's just the cable both Promise and Apple are at fault. Promise should have shipped a 3rd party cable with their unit that had been tested during the QA process of the unit. We don't have much of a choice, either, as I don't think there's any 3rd party cables available and most people's instinct is to buy the Apple cable first.

     

    I have a feeling this unit is going back. I am sad because it has so much potential.

Previous 1 8 9 10 11 12 Next