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====== Getting Help ======

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===== Troubleshooting Topics =====

<note>**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.</note>

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==== Troubleshooting ====

The LaCie Fuel device is a plug-and-play device. However, in certain situations, the setup process and product usage might require extra attention. Below is a list of troubleshooting solutions for common problems.

=== It takes a while for my files to appear in the LaCie Media app or web browser === 

The LaCie Fuel device performs a one-time scan of any content you copy to the drive. This scanning process may take a little time if you copy a large amount of data. \\

If you recently copied content to the LaCie Fuel drive and you don’t see your files; tap the **Refresh** icon within the LaCie Media app, or press the **Refresh** button to update the page you are viewing from a browser.

=== I can’t connect wirelessly to the LaCie Fuel === 

  * Make sure the LaCie Fuel is disconnected from your computer, powered on, and that the Wi-Fi LED is a solid blue. **Tip:** The LaCie Fuel device does not broadcast while connected to a computer.
  * Make sure to select LaCie Fuel from your device’s wireless network list. If you leave the LaCie Fuel’s wireless range, your device disconnects from the LaCie Fuel wireless signal.
  * Make sure your LaCie Fuel device is fully charged. If the LED is red, charge your device until the LED is green.
  * If you know that the LaCie Fuel device is broadcasting, but you can’t connect to it, too many devices might be connected to LaCie Fuel. You can connect up to five wireless-enabled devices, or three devices when wirelessly streaming HD video at one time. Try disconnecting one of the devices.
  * If you are attempting to stream using a browser, make sure that your device’s wireless connection is enabled. Go to any URL to be redirected to the LaCie Fuel main page.
  * Click the **Refresh** button on your browser.
  * If you receive an error similar to “You are not connected to Wi-Fi. Go to your device’s Wi-Fi settings and select **LaCie Fuel** from the list of wireless networks"", uninstall the LaCie Media app and reinstall the app on your mobile device.

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=== Some files play on my LaCie Fuel and others do not === 

The LaCie Media app is the best solution for managing your LaCie Fuel and playing back media files supported by your mobile device. However, certain files are not playable within the app since LaCie Media does not convert or transcode media stored on the device. If your media library includes many files that are not supported by your mobile device, you can:
  * Transcode and convert the files on your computer to compatible a format before copying them to the LaCie Fuel. LaCie Media will play the files once they are converted to a media format supported by your mobile device.
  * Try a third-party app on your mobile device that is designed to play the media files. When searching for a compatible app in your app store, make certain that it:
    * Supports your file types
    * Supports network and wireless devices

When using a third-party app:
  - Confirm that you are connected to the LaCie Fuel's Wi-Fi.
  - Choose network/wireless devices as the source.
  - Choose the LaCie Fuel as the source playback device.

<note important>**Important info:** LaCie takes no responsibility for the use of third-party apps or third-party transcoding applications. Additionally, all questions regarding connection to LaCie devices and file conversion using third-party apps should be directed to the third-party app's documentation, website, or manufacturer.</note>

=== I just copied a video file purchased from iTunes® to the LaCie Fuel, but it won’t play === 

Videos purchased from iTunes are DRM (Digital Rights Management) protected. To play these videos, you must sync your Apple device with your iTunes account for the new files to play from your LaCie Fuel device. \\ 

When you choose to play a video purchased from iTunes in the LaCie Media app, you must play the video in a Safari browser.

=== I can’t connect to LaCie Fuel from my smartphone ===

Make sure that you have selected LaCie Fuel from your wireless network list. For more information, see [[setup|]].

=== My computer won’t connect to LaCie Fuel ===

Make sure to enable your wireless settings and select **LaCie Fuel** from your wireless network list. For more information, see [[setup|]].

=== The LaCie Fuel device shuts down by itself ===

Your device might just be in standby mode. Your LaCie Fuel includes a power-save feature that puts it in standby mode after 5 minutes of inactivity. It automatically returns to active mode when it is accessed.

=== I know the LaCie Fuel is broadcasting, but I can’t connect to it ===

Three or more wireless-enabled devices can stream from the LaCie Fuel device at one time. For more information, see [[setup|]].

=== The LaCie Fuel device beeps when I plug it in to my computer ===

Check:
  * The battery. It may need to be charged.
  * Your computer's USB port. Some USB ports supply a limited amount of power to attached devices. Try another USB port on your computer (if available).

=== Copy speeds are very slow from my computer to the LaCie Fuel ===

There are two reasons why copying content from your computer to the LaCie Fuel is not as fast as you expected:
  - The computer is connected to the LaCie Fuel's Wi-Fi network. Copy speeds via Wi-Fi can be slow, especially if the files are large and you are attempting to copy many files at once. Try connecting the LaCie Fuel to your computer using the provided USB 3.0 cable.
  - Your computer does not have a USB 3.0 port. Faster copy speeds are available with computers that have a USB 3.0 port. The LaCie Fuel can connect to a USB 2.0 port but transfer rates do not reach beyond USB 2.0 speeds.

=== Album cover art appears in my photo slideshows ===

Your LaCie Fuel includes pictures that are larger than 50 KB in its collection of photos, so album cover art larger than this appears in photo slideshows. To prevent album cover art from appearing in slideshows, make sure that album cover art is smaller than 50 KB.

=== Content doesn’t display when I enter LaCie Fuel in the search field of a browser ===

LaCie Fuel does not copy content from your mobile device or computer if you type something into the search field of a web browser. Remove your content from the search field, and type any value in the URL address bar and press **Enter**. Your copy process should start.