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(@softraid-support)
Member Admin

Start with converting your volume. See if you still get the disks dropping off. Then you know it cannot be SoftRAID.

The fan not spinning seems serious

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Posted : 20/09/2016 4:50 pm
(@jerryfriedhomegmail-com)
Active Member Customer

OK. I couldn't lose another day so I ordered/received a NEW 4 drive chassis from macsales.com this morning. Put in the drives and everything seems to work fine. So must be a hardware problem, no?

Who should I talk with about either a) returning the original chassis (purchased at B&H Photo via internet), b) "swapping" by keeping the new/shipping back the old or c) getting the old repaired (again, I lost a critical day and don't want to lose any more)?

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Topic starter Posted : 21/09/2016 12:50 pm
(@softraid-support)
Member Admin

At the end of the day today, can you confirm that this (disk dropping events) still happens with the old bay, one more time?

then let me see if I can get this special handling from OWC. - it may have to go through B&H in any event.

thanks

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Posted : 21/09/2016 1:18 pm
(@jerryfriedhomegmail-com)
Active Member Customer

After I'm done working today I'll move the drives back and check.

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Topic starter Posted : 21/09/2016 1:55 pm
(@jerryfriedhomegmail-com)
Active Member Customer

Still the same problem with the original chassis.

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Topic starter Posted : 22/09/2016 9:35 am
(@softraid-support)
Member Admin

I will be in touch off line, we will want to try to get this enclosure in our labs.

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Posted : 22/09/2016 12:24 pm
(@bslanger)
New Member Customer

I have the same mac exactly, and the same damn problems.

Thank you for your prompt replies. No, never had this problem before.

It's a new iMac (Retina 5K, 27-inch, Late 2015)

I'm using a brand new 2m. Apple Thunderbolt cable. I reset everything and tried again. Same problem.

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Posted : 06/10/2016 10:23 am
(@me2please)
New Member Customer

Sorry, I can't figure out how to start a new pots. My RAID has been working with out any trouble for months and then I got the message:

Disk For SoftRaid Volume Disappeared A disk for the SoftRaid volume RAID was removed or stopped responding while the volume was mounted and in use

What can I do to fix it?

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Posted : 26/08/2017 3:14 pm
(@softraid-support)
Member Admin

If this is a Thunderbolt enclosure and this message was for all your disks disappearing, then this is a bug in the Mac OS.
10.12.2 fixed most occurances of this, but a minority of users still encounter this problem. Generally, but not always, it is tied to either two monitors or more, or lots of connected devices to the Mac.

A couple users have had luck fixing this, or reducing its frequency for them by clearing the system caches. A free program Onyx is available to make this easier. Run it, and under cleaning, clear in particular the system cache and boot cache. See if this helps.

Apple suggests cleaning all connectors with 91% isopropyl alcohol. You can try that also.

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Posted : 27/08/2017 12:05 pm
(@me2please)
New Member Customer

Thanks for your reply, when my raid would no longer connect I just about threw up. Too many important projects would have been lost. I ended up upgrading to the newest version of SoftRaid and that seems to have done the trick. Is there a way in the software to verify that everything is working great and I don't need to worry now that it is connecting the Raid again?

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Posted : 28/08/2017 8:56 am
(@softraid-support)
Member Admin

You can reset and clean connections. that is about all we can say at this point. This is clearly some kind of bus reset issue, similar to the bug Apple fixed in 10.12.2, but its clear they did not fix all instances of this occurring. Apple reduced the extent of this issue by probably 90% (with 10.12.2), so it seems they are ignoring the rest of this issue. I do not know if they are researching this, or not.

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Posted : 30/08/2017 12:39 pm
(@eduardobraganca)
New Member

I read this post and many others searching for a crucial info why this software is messing up instead helping it! several users reporting problems and you know what answer a technician gave me to a brand new disks using this software? "This means the directory of the volume is slightly damaged. You. need to either backup/restore the data, or if you have access to Disk Warrior, you need to repair the directory with Disk Warrior." 

 

DISK DOCTOR does not work in the latest version of Big Sur!!!!!!

Lost my patience with this company!!!!

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Posted : 20/09/2021 9:13 pm
(@softraid-support)
Member Admin

@eduardobraganca

 That is facutal. HFS is a 30 year old, "fragile" file system, which is why it is slowly being replaced by APFS, which is much more robust. While it is not a frequent problem, directory problems do happen all the time, especially after a crash or improper shutdown occurs.(not even immediately, it can take time for the issue to manifest. The reason a volume cannot mount or is mounted read only, is macOS performs a automatic repair of a directory at startup, if it detects an unclean shutdown. If it cannot repair the directory, it either marks the volume as read only, or leaves it in an unmountable state.

RAID is simply a large volume, it protects against disk failure, but is not a file system, it cannot protect against directory damage.

Disk Warrior is the application recommended, I know it does does not work on Big Sur. But that is one of two choices when an HFS volume has a damaged directory, restore from backup, or repair it with Disk Warrior.

The other option is using a data recovery app like Disk Drill to copy the data to another volume.

 

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Posted : 20/09/2021 11:16 pm
(@eduardobraganca)
New Member

You know what? why don't you clarify exactly that in more tutorial more videos on your website why your user manual only has 13 pages not explaining more details in all options that the software has, why is that the errors constantly appearing disappear after a reboot of the system, why after a week buying a software so promising they almost ruin my disks and computer for every time has suddenly unmount and crashed and reboot my system? no such volatility should exist in a software that works with disks backup! such important information, should be more blinded with the minor flaws.  As much promising this software might be in the future! you should come with a more stable platform so that you cannot fill this forum with so many doubts! 

I was so disappointed by your guide help after my purchase that I was like... it's that it???? what about the explaining the preferences? list of options menu, what about procedures, like, what to do when a problem occurs, or even how to reformat, recover, etc etc. simple thing that non experienced users would know, what about errors? list of errors! what about which errors are the reliable ones? operating systems? images to tutorial the preferences selected in the several system preferences, etc etc. you have 6 more pages explaining what fixes the software have made for the past months than the solutions to solve them all. 

Please update your website with more reliable tutorials and information that may help users like me considering in what this "promising software" could do. 

Please don't take this has a criticism but as a lesson to do better.

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Posted : 21/09/2021 7:18 am
(@softraid-support)
Member Admin

@eduardobraganca

I apologize that you are having problems just getting started.

 

If you go to the help menu, there is over 75 pages on online help. In every dialog box, there is a ? which leads to a help box with assistance on that specific dialog box. every function in SoftRAID is covered by the help. It is localized into multiple languages also.

We are also happy to answer any questions you have about the documentation.

 

We also have some videos' on basic SoftRAID use, but we need to create more, we understand that.

https://www.softraid.com/support/support-videos/

 

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Posted : 21/09/2021 9:56 am
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