Before reaching out to Promise Technical Support for assistance with your Pegasus R12, please follow these steps to generate and prepare a Service Report.

Method 1: Using Promise Utility Pro

  1. Open Promise Utility Pro.

    • If you don’t have it installed, you can download it here

  2. Select the Pegasus R12.

    • Once opened, click on your Pegasus R12 to access its Dashboard.

  3. Generate the Service Report.

    • Click Controls > Click the 3-dot menu > Select Device Service Report (bottom of the list).

  4. Save the Report.

    • Depending on your browser settings, the file will either be automatically saved to your Downloads folder or prompt you to choose a save location.

Method 2: Manual Collection via Terminal (MacOS)

If you cannot generate a Service Report using Promise Utility Pro, follow these manual steps:

1. Open Terminal:

  • Navigate to Applications > Utilities and open Terminal.

2. Enter the Following Commands:

At the "$" prompt, type the following and press Enter after each line:

cd /Applications/PROMISE\ Utility\ Pro.app/Contents/Resources
./promiseutil

The prompt will change to:

cliib>

 

Now, enter each of the following commands one at a time:

subsys -v
enclosure -v
ctrl -v
phydrv
phydrv -v
array -v
logdrv -v
checktable -l 0
event
event -l nvram
smart
bga

3. Save the Logs:

  1. Open TextEdit (Applications > TextEdit).
  2. Create a New Document.
  3. Copy all the Terminal output and Paste it into TextEdit.
  4. Save the file as a Rich Text File (.rtf) and name it servicereport.rtf.

Final Step: Attach to Support Case

These logs are essential for troubleshooting. Please attach the Service Report when submitting a support case.

For instructions on attaching files to a web support case, refer to this Promise KB article:
How to Attach Files to Your Web Case