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Answer ID 673   |    Updated 04/18/2016 05:25 PM

IMPORTANT:

 For Drobo 5D and Drobo Mini, 3.0.10 firmware (or newer) must be installed

Without use of the correct Drobo Dashboard, a Mac will not mount or correctly detect the Drobo via its Thunderbolt (TB) interface.

Thus, in order to utilize Drobo's Thunderbolt interface, Dashboard 2.5.2 or newer must be installed on your computer and you must be using Apple OS X 10.7 or newer.

Basic Troubleshooting

If your configuration meets the above requirements and Thunderbolt (TB) does not function correctly, we apologize for this inconvenience.

The the following steps may resolve the problem.

If these steps fail to resolve your issue, please Contact Support and be prepared to convey information regarding your Mac (e.g. "About this Mac" => "More Info")

Steps:

1. The Drobo Dashboard must be installed for Thunderbolt.

2. Assuming that you're already using the most current Dashboard , uninstall the Dashboard as described here. (DO NOT REINSTALL YET)

3. Immediately after uninstalling the Drobo Dashboard REBOOT your Mac

4. Reinstall Dashboard 2.5.2 or newer, which will require a reboot of the Mac

5. Re-test Thunderbolt

( For immediate access to your data you can try connecting to USB port )

Other Considerations

If you recently updated your Mac, please reset the System Management Controller (SMC) and/or reset the NVRAM/PRAM.

A bad cable may also be responsible: please try a different Thunderbolt cable.

If in daisy chain configuartion, disable daisy chain configuration and try Drobo as standalone to eliminate other devices.

If possible, please confirm that other Thunderbolt devices work correctly and perhaps try testing with a different Mac.

Ensure that you are using the most current firmware and Dashboard software

10.6.8 and earlier is not supported.

MacPros have Display Ports which are not true Thunderbolt interfaces : these types of ports, which resemble TB interfaces, will not work with the 5D or Mini.

If you are using a MacPro, you may want to consider installing a PCIe USB3 card for use with your Drobo 5D or Drobo Mini.

Newer Mac Minis, MacBooks and iMacs will typically have true Thunderbolt ports.

Note(s):

Latest software and firmware can be found on this page

If issues still persist, contact Drobo Support

Click here for product information - or contact Drobo Sales

Performance-related info can be found here

This article may provide links to other sites or resources available on the Internet. Because Drobo Inc. has no control over such sites and resources, you acknowledge and agree that Drobo Inc. is not responsible for the availability of such external sites or resources, and does not endorse and is not responsible or liable for any content, advertising, products or other materials on or available from such sites or resources.

DataRobotics, Drobo, Drobo Mini, Drobo 5D, Drobo FS, DroboPro, DroboShare, DroboElite, BeyondRAID and TrustedData are registered trademarks of Drobo, Inc. All other company and product names may be trademarks of their respective owners.

The information contained herein is subject to change without notice.

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