{{indexmenu_n>13}} ====== Getting Help ====== {{page>:en:static:troubleshooting:table-standard}} ~~pgbreak~~ ===== Troubleshooting Topics ===== **Note:** Interactive troubleshooting, a highly effective way to resolve problems with your product, is available from [[http://www.lacie.com/support/|www.lacie.com/support/]]. Select your product, then click the "Troubleshooting" tab. **The LaCie 5big Thunderbolt 2 will not turn on.** ++++ Q: Can you confirm that the LaCie 5big is properly connected? | A: Make certain: * The power supply is properly connected to a live power source. * The Thunderbolt cable is connected to a computer that supports Thunderbolt 2 technology or first generation Thunderbolt technology. * The computer connected to the LaCie 5big is powered on. If all of the above has been met, try applying a short push to the LED power button. ++++ ++++ Q: Is there a problem with the power supply? | A: Contact LaCie support if you believe that the power supply has failed. ++++ **The LaCie 5big Thunderbolt 2 turns off when I daisy chain a device.** ++++ Q: Did the product turn off as soon as the device and the LaCie 5big’s port came into contact? | A: The device may not be compatible with Thunderbolt products. Unplug any devices you have connected and reboot the product. ++++ ~~pgbreak~~ **The LaCie 5big Thunderbolt 2 is unresponsive.** ++++ Q: Have you tried to restart the system? | A: Eject the volume from the computer and shut down the LaCie 5big by applying a short push on the front button. If nothing happens after a few minutes, you can force the LaCie 5big to turn off by applying a long push (more than four seconds), then release it. Once off, restart the product by pushing and immediately releasing the front button. Note that a long push is not recommended under standard operating conditions as it may result in data loss. Once the status LED stops blinking blue, check your computer for proper connection to the LaCie 5big volumes. ++++ **The LaCie 5big Thunderbolt 2 is overheating.** ++++ Q: Is the ambient temperature too high? Is the air vent blocked? Are several fans malfunctioning? | A: If the ambient temperature is below 40˚C and the fan output is clear, you may have one or several malfunctioning fans. If the LEDs are flashing blue and red, check [[led|]] for details on the meaning. ++++ **I am not certain if the LaCie 5big firmware should be updated.** ++++ Q: Where can I check the firmware version? | A: Check LaCie RAID Manager for the firmware version. ++++ ++++ Q: How do I know if the firmware is the latest version? | A: Go to the [[http://www.lacie.com/us/support/|LaCie support]] for the latest information on the product. ++++ ==== Problem: I do not see the LaCie 5big Thunderbolt 2 volume on my computer. ==== ++++ Q: Are there first generation Thunderbolt technology and/or Thunderbolt 2 devices connected to the same port? | A: Disconnect other Thunderbolt devices and see if the LaCie 5big volume appears on the desktop. ++++ ---- ++++ Q: Does the icon/Do the icons for the LaCie 5big Thunderbolt 2 volume(s) appear on the desktop? | A: The hard drive icon(s) for the storage should appear on your desktop. Confirm that the Finder preference for displaying external volumes on the desktop is selected at **Finder > Preferences > General**. ++++ ---- ++++ Q: Is the LaCie 5big Thunderbolt 2 technology enclosure connected to a computer that supports Thunderbolt 2 technology or first generation Thunderbolt technology? | A: The connection type for Thunderbolt 2 technology and first generation Thunderbolt technology is the Mini DisplayPort. While older Macintosh computers include Mini DisplayPorts, they are only used to connect one or more monitors. Legacy Macs with Mini DisplayPorts do not support Thunderbolt 2 technology devices such as the LaCie 5big Thunderbolt 2. ++++ ---- ++++ Q: Did you follow the correct installation steps? | A: Review the installation steps (see [[setup]]). Make certain that both ends of the Thunderbolt cable are firmly connected to the ports and that the device is receiving power via the included power supply. ++++ ---- ++++ Q: I connected the enclosure to my new Mac with an older Mini DisplyPort cable that I use for my monitors. Why can't I see the volume(s) on the desktop? | A: Thunderbolt 2 storage requires cables specifically constructed for Thunderbolt technology. Use the cable that was shipped with your device. ++++ ---- ++++ Q: I connected a cable that supports Thunderbolt technology to my new Mac but the LaCie 5big Thunderbolt 2 does: (a.) not power on and/or (b.) not receive sufficient power. | A: The enclosure must also receive power via the included power supply. See [[setup|]]. ++++ ---- ~~pgbreak~~ ++++ Q: Are both ends of the Thunderbolt technology cable securely attached? | A: * Only use a cable that supports Thunderbolt technology. * Check both ends of the Thunderbolt cable to make sure they are fully seated in their respective ports. * Try disconnecting the Thunderbolt cable then wait 10 seconds before reconnecting it. * If the volume is still not recognized, restart your computer and try again. ++++ ---- ==== Problem: I'm receiving file transfer error messages and Time Machine does not work. ==== ++++ Q: Did you get an "Error -50" message while copying to the storage? | A: When copying files or folders from a computer to a FAT 32 volume, certain characters cannot be copied. These characters include, but are not limited to: \\ \\ ? < > / \ : \\ \\ LaCie does not recommend using the FAT 32 file system with Thunderbolt 2 technology storage. ++++ ---- ++++ Q: Did you get an error message telling you that the hard drive has been disconnected when coming out of sleep mode? | A: Ignore this message. The hard drive will remount on the desktop. ++++ ---- ==== Problem: The storage space does not seem right. ==== ++++ Q: I just threw a lot of files into the Trash. Why don't I see more space to copy new files? | A: Disk space will not be reclaimed until the files are erased. To remove the files forever: * Click the **Trash** icon in the Dock. * A Finder window will open. Click **Empty** in the upper right. ++++ ---- ~~pgbreak~~ ==== Problem: The bandwidth for the LaCie 5big Thunderbolt 2 is not as fast as I had expected. It has the same transfer rates as my first generation Thunderbolt technology storage device. ==== ++++Q: Does your computer support Thunderbolt 2? | A: The LaCie 5big Thunderbolt 2 must be connected to a computer that supports Thunderbolt 2 technology to attain Thunderbolt 2 technology transfer rates. ++++ ---- ++++Q: Did you daisy chain the LaCie 5big Thunderbolt 2 with first generation Thunderbolt technology devices? | A: Thunderbolt 2 technology devices can share the same daisy chain with first generation Thunderbolt technology devices. However, the LaCie 5big Thunderbolt 2 can only reach Thunderbolt 2 transfer rates if it is connected directly to the computer with the other devices daisy-chained behind it. If your computer supports Thunderbolt 2 technology, make certain that the LaCie 5big Thunderbolt 2 is the first device on the daisy chain. ++++ ---- ++++Q: Did you daisy chain the LaCie 5big Thunderbolt 2 behind a display? | A: Thunderbolt 2 technology devices can share the same daisy chain as a display. However, the LaCie 5big Thunderbolt 2 can only reach Thunderbolt 2 transfer rates if it is connected directly to the computer with the other devices daisy-chained behind it. If your computer supports Thunderbolt 2 technology, make certain that the LaCie 5big Thunderbolt 2 is the first device on the daisy chain. ++++ ----