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Thunderbolt™ Pegasus Family Pegasus Information Requirements when Contacting Technical Support
Ken Chou posted this 28 October 2011 - Last edited 16 November 2016

 Prior to calling Promise Technical Support for any Pegasus related problems, please capture and prepare the Service Report:

  • Open the Promise Utility, click on Subsystem Information, then unlock the padlock, and then click Save Service Report. 

  • If this is successful, then it will open a new window for you to choose a folder to save the report. After that, you may use Finder to see that the file has been created in the folder.

    If it is unable to save the Service Report, you can manually gather information using the method below.
  • Open the Mac OS Terminal session: In Finder, go to Applications, then open Utilities, then open Terminal.

  • At the "$" prompt, type promiseutil and press Enter. If Promise Utility is installed, this command will change the prompt to "CLIIB>". 

  • At the "CLIIB>" prompt, type each of the following commands on their own line, pressing Enter after each one:
subsys -v
enclosure -v
ctrl -v
phydrv -v
array -v
logdrv -v
checktable -l 0
event
event -l nvram
 
Once that is done, then in the Applications folder, open TextEdit, and from File select New Document. 
Select All from the Terminal window, and Copy the entire terminal session to your clipboard; then, Paste it into the TextEdit document. Finally, Save the TextEdit document as a "Rich Text File".
These logs are vital in assisting Technical Support for resolution of any issues.

VTrak Ex10 Can I reuse a disk that is marked Dead, PFA or Stale?
Ken Chou posted this 27 July 2010

In most cases a drive is marked Dead, PFA or Stale due to disk errors and the disk should not be reused.



Stale disk:

If a disk is marked Stale it should not be reused. However there are some conditions a disk may go stale on an otherwise good disk.

Unless you are absolutely sure the disk is good and know why the stale state happened, a stale disk should not be reused. 


PFA disk:

If a disk is marked PFA, we believe the disk will fail and it should not be reused. Disks with SMART errors, physical errors or frequently time-out are often marked PFA.

A disk marked PFA should not be reused.


Dead disk:

If a disk is marked Dead, it should not be reused. However disks could be marked dead for reasons other than disk failure. Accidentally removing a disk or power cycle the unit in an incorrect order may create dead disks. These disks would otherwise be good, except for user error.

Unless you know the specifics on why the disk is marked dead, a dead disk is likely a failing disk and should not be reused. 

Do not force Dead disks online unless you know the array data is current and not stale. Please contact Promise Technical Support and provide the system service report (subsysteminfo) before forcing any dead disk online.

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