Why can’t the WebGUI connect to a Thunderbolt RAID Enclosure in macOS?
Written by Support Team
Updated at January 25th, 2021
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There are several possible reasons why the WebGUI would be unable to connect to the RAID Enclosure:
- The RAID Enclosure’s Controller isn’t recognized by the system
- The Device ID is incorrect
- The HighPointIOP/HighPointRR driver isn’t loading
1)Confirm the Enclosure’s RAID Controller is recognized by the Mac system
Under System Profile, click on PCI and look for the RocketRAID controller entry (RR4520 example shown below):
RS6314A,RS6318A,RS6618A,RS6628A: Device ID:0x4520
RS6618T,RS6628T,RS6674T: Device ID:0x0840
2)Confirm the RAID Controller’s Device ID
As shown above, the ID should correspond with the Enclosure’s RAID controller.
3)Confirm the Driver is loading
As shown above “Driver Installed” should be listed as “Yes”.
For RR4500 Series/RS64xxAS/RS6314A/RS6318A/RS6618A/RS6628A products:
System InformationSoftwareExtensionsHighPointIOP
For RR3700 Series/RR2800 Series/RR2700 Series/RR800 Series/RR600 Series
/RS64xxTS/RS6618T/RS6628T/RS6674T products:
System InformationSoftwareExtensionsHighPointRR
4)Confirm the Enclosure is recognized as a Thunderbolt Device
Under System Profile, click on Thunderbolt and look for the RocketStor Enclosure entry:
5)Contact our Support Department if you are not able to resolve the issue.
Some technical issues may require advanced support, or direct assistance from our software engineers. In these cases, we will need a copy of your system log file (also known as the event log).The System Log typically records errors, device failures, and software or driver related incidents. This information can help our engineers narrow down or even identify the source of the problem you are experiencing. Please refer to the following guide:
https://highpoint-tech.com/PDF/support/Obtaining%20System%20Log%20Files%20Article_v1.04_20_05_28.pdf
Contact Support: To contact our Support Department, visit our Online Web Support PortalL