The SymplyWORKSPACE volume is not mounting on my Mac

 

There are number of reasons why this might happen from loose/missing cables, faulty drivers and system configuration issues. Below is a procedure to follow to rule out the most common causes, please try following along with these instructions before contacting Symply Support to ensure we can help you resolve the issue without talking you through the procedure ourselves.

TABLE OF CONTENTS

1. Check system status and cables

  1. Login to the SymplyWORKSPACE Assistant and check that all  health indicators are GREEN. If any indicators are RED, then follow the FAQs to troubleshoot the problem.
  2. Check that the Thunderbolt cables are correctly seated on both the SymplyWORKSPACE and computer. Disconnect the cables, wait for 10 seconds, then reconnect. Make sure you are using only approved cables.
  3. Go to About This Mac > System Report > Hardware, click Thunderbolt, you should see a device labelled “Symply, WORKSPACE”. If this is not present, then restart the Mac. After the reboot if you cannot see the WORKSPACE in the System Report then re-install the Symply Thunderbolt driver (instructions below).
  4. Check that the metadata network is configured correctly. Verify Port D on the SymplyWORKSPACE for the metadata network is connected to the correct metadata Ethernet switch and cabling is correct to the correct Ethernet ports or adapters on the computer.

 

2. Check metadata network

Check your Mac's network settings

  • Open System Preferences, select Network
  • Click on the port that you are using for the metadata network
    • the port should be GREEN
    • if the port is AMBER then the port is not correctly configured
      • watch the video below for instructions
    • if the port is RED there is a problem with the physical connection
      1. check the metadata switch is powered on
      2. re-seat your metadata Ethernet cable
      3. swap your metadata Ethernet cable
      4. try another Ethernet switch

Test the network connectivity

You can test the network connections are correct by sending a Ping to the IP address of the SymplyWORKSPACE metadata controller. On the Mac open Terminal and type:

  • ping 172.16.179.11

If you receive a reply to the Ping command, then the metadata network is configured correctly.

Note: Typing Control-C will stop the ping.


Try following the instructions in this video if you do not get a reply to the Ping:

 

3. Reinstall the Xsan profile

  • Open System Preferences, select Profiles
  • Select Xsan Configuration Profile and remove the Profile using the “–” symbol.
  • Locate the Xsan profile originally downloaded from the SymplyWORKSPACE
    • Or login to the SymplyWORKSPACE Assistant and download the macOS driver
    • Unzip the downloaded zip file.
  • Double-click on the Xsan profile to install it.

The volume should mount after restart, if it does not then please submit a ticket with [Symply Support]


4. Reinstall the Symply Thunderbolt driver

  • Go to SymplyWORKSPACE Assistant, log in, download drivers for macOS.
  • Unzip the downloaded file.
  • Double-click the installer package to reinstall the Symply driver package called Symply_IP_Mac_3.X.X.mpkg.
  • The installer will prompt to restart the computer.

The volume should mount after restart, if it does not then try the final step below.


Here is a video walkthrough of the process:

 


Once the metadata network is configured properly the volume should be available.


5. Try manually mounting

If everything checks out above, but the volume doesn't mount automatically, try opening Terminal and typing:

  • sudo xsanctl mount WORKSPACE_1
    You will be prompted for the password of the Mac's admin account you are logged in as.

If the volume still does not mount, then please submit a ticket with [Symply Support]

 

If you have any questions please submit a [support ticket]