I'm wondering if anyone else has experienced compatibility issues between the newer Intel chipset/motherboard platforms and the issue detailed below involving a SanDisk Professional G-RAID Shuttle 4 (48TB). The unit was purchased in 2022. MFR #: SDPH34H-048T-NBAAB-1
Puget Systems tech support had not encountered this before and spent nearly two hours troubleshooting the issue with me last night. My workstation was just built last week and delivered Monday, 5/11. They confirmed the Windows installation is healthy with no corruption issues. The G-RAID Software Utility also shows the enclosure, drives, and RAID 5 array are all functioning normally. I've included a screenshot of my system components in case that helps identify anything.
I'd appreciate any helpful feedback or insight from others who may have experienced something similar. I also opened a support case with WD/SanDisk last night and am awaiting their response. I'm not an IT professional, just trying to troubleshoot the issue as best I can. Thank you.
Note: I spent over $3K on the Sandisk GRaid in 2022, finding it to be the best fit to replace my DROBO. Currently, it holds 11TB of data in Raid 5. I expected it would last a decade or more. I'm shocked to find that I'm having this issue with a new machine when it worked flawlessly with my last PC built by Puget in 2019. I hope that this doesn't mean I will have to buy a new external storage device to replace the GRaid.
Host System: ASUS ProArt Z890-Creator WiFi, Intel Core Ultra 7 270K, Windows 11 Pro
Issue Description: The G-RAID Shuttle fails to mount or initialize if it is connected to the computer during a system restart. Once in Windows after the restart, the device is visible in Device Manager as a Storage controller, but it no longer appears in Disk Management or File Explorer. Upon restarting the system again, it experiences a "hang" that lasts approximately 5 minutes, sometimes resulting in an error.
Current Workaround: The drive must be physically disconnected during the restart process. Once Windows is fully loaded, the drive can be connected via Thunderbolt (directly to the computer, no docks involved), at which point it initializes and mounts correctly. The drive must then be disconnected from the system before any subsequent restarts.
Troubleshooting:
Puget Systems tech support had not encountered this before and spent nearly two hours troubleshooting the issue with me last night. My workstation was just built last week and delivered Monday, 5/11. They confirmed the Windows installation is healthy with no corruption issues. The G-RAID Software Utility also shows the enclosure, drives, and RAID 5 array are all functioning normally. I've included a screenshot of my system components in case that helps identify anything.
I'd appreciate any helpful feedback or insight from others who may have experienced something similar. I also opened a support case with WD/SanDisk last night and am awaiting their response. I'm not an IT professional, just trying to troubleshoot the issue as best I can. Thank you.
Note: I spent over $3K on the Sandisk GRaid in 2022, finding it to be the best fit to replace my DROBO. Currently, it holds 11TB of data in Raid 5. I expected it would last a decade or more. I'm shocked to find that I'm having this issue with a new machine when it worked flawlessly with my last PC built by Puget in 2019. I hope that this doesn't mean I will have to buy a new external storage device to replace the GRaid.
Host System: ASUS ProArt Z890-Creator WiFi, Intel Core Ultra 7 270K, Windows 11 Pro
Issue Description: The G-RAID Shuttle fails to mount or initialize if it is connected to the computer during a system restart. Once in Windows after the restart, the device is visible in Device Manager as a Storage controller, but it no longer appears in Disk Management or File Explorer. Upon restarting the system again, it experiences a "hang" that lasts approximately 5 minutes, sometimes resulting in an error.
Current Workaround: The drive must be physically disconnected during the restart process. Once Windows is fully loaded, the drive can be connected via Thunderbolt (directly to the computer, no docks involved), at which point it initializes and mounts correctly. The drive must then be disconnected from the system before any subsequent restarts.
Troubleshooting:
- Swapped the Thunderbolt 3 cable with a known-working alternative.
- Tested all available Thunderbolt ports on the ASUS ProArt Z890 motherboard (Thunderbolt 4 and Thunderbolt 5 ports), all working.
- Verified that the G-RAID appeared in Device Manager under Storage controllers, but did not appear in File Explorer.
- Installed official SanDisk G-RAID Windows Drivers.
- Ran Deployment Image Servicing and Management (DISM) and System File Checker (SFC).
- Analyzed Windows Event Viewer system logs, without finding anything of note.
- Inspected the G-RAID Utility software.
- Verified Firmware version via G-RAID Utility, noted that it is from 2020.
- Disconnected all peripherals (G-RAID, Docks, Hubs) and performed a clean reboot, which resolved the issue. Rebooting with the G-RAID connected leads to the issue again.
- Noted that the G-RAID enclosure doesn't respond to the power button while in the 'phantom' connection state.
