If you are having problems with your LaCie product, consult the table below for a list of available resources.
Order | Source | Description | Location |
1 | Quick Install Guide | Concise steps to follow for getting your product up and running | Either a printed leaflet or accessory box and included in the product box, or download PDF from the product page |
2 | Support Pages | Includes interactive troubleshooting topics for most common problems | www.lacie.com/support/, select your product, then click the “Troubleshooting” tab |
3 | User Manual | Includes common troubleshooting topics | See Troubleshooting Topics below |
4 | Customer Support | Create an account on lacie.com, register your product, and fill out a support ticket | Create an account here: www.lacie.com/us/mystuff/login.htm?logout&rtn=mystuff |
Note: LaCie is dedicated to providing high quality products that enrich the lives of our customers. To help LaCie offer the best customer support, we encourage you to create an account and register your product at
www.lacie.com/us/mystuff/login.htm?
logout&rtn=mystuff. You can give us important feedback as well as receive updated information on your LaCie device.
Q: Is the cooling fan functioning?
A: When you turn on the product, the fan will spin at top speed for four seconds. You should be able to hear it by putting your ear near the heat exhaust ports on the rear of the product. If you hear nothing, contact LaCie technical support.
Q: Is the ambient temperature too high?
A: Make sure the rear heat exhaust ports are unobstructed, and keep the product away from any heat source.
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:
? < > / \ :
Since it does not offer optimal performance, LaCie does not recommend using the FAT 32 file system with your product. See Formatting and Partitioning for help in choosing a file system. Additionally, Time Machine is only compatible with disks formatted in HFS+ or HFS+ (Journaled). Reformat the drive for Time Machine compatibility.
Q: I just moved a lot of files into the Trash/Recycle Bin from my product. Why isn't this reflected in the displayed available space?
A: Disk space will not be reclaimed until the file is completely erased. To remove the files forever, empty your trash/recycle bin.
Q: Why is the volume capacity less than advertised on my storage?
A: After formatting, the available capacity of a drive will show less than advertised on the box. The difference is based upon how capacity is viewed by the operating system. For example, a hard drive that can store 500,000,000,000 bytes is divided by 1,000,000,000 to equal 500GB. This is the actual capacity listed on the manufacturer’s box. The operating system uses slightly different math, dividing 500,000,000,000 by 1,073,741,824 to equal 466GB.
Q: Is your Finder configured not to show hard drives on the desktop?
A: Go to your Finder and check if Preferences > General tab > Show these items on the desktop: and then Hard Disks is selected. If not, go on to the next topic.
Q: Did you follow the correct installation steps?
A:
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Make sure that the power supply is connected to a functioning power outlet or power strip, and that the power button on the 2big and the power strip (if applicable) is turned on.
Check both ends of the interface cable to make sure they are fully seated in their respective ports.
Try disconnecting the cable then wait 10 seconds before reconnecting it.
If the drive is still not recognized, restart your computer and try again.
Q: Are both ends of the USB 3.0 cable securely attached?
A:
Only use a USB 3.0 cable.
Check both ends of the cable to make sure they are fully seated in their respective ports.
Try disconnecting the cable then wait 10 seconds before reconnecting it.
If the drive is still not recognized, restart your computer and try again.
Q: Is the power supply connected?
A: Make sure that the power supply is connected to a functioning power outlet or power strip, and that the power button on the 2big and the power strip (if applicable) is turned on.
Q: Is the drive listed in Device Manager?
A: All LaCie drives appear in at least one place in Device Manager.
To access Device Manager, click on Start and select Run from the menu. In Windows Vista, the 'Run' option doesn't appear by default, so press [Windows-button] and [R] on your keyboard.
Enter the command: devmgmt.msc
Click OK and the Device Manager program will open. For troubleshooting, look in the Disk Drives section. It might be necessary to click on + on the left side.
If you're not sure if your drive is listed, unplug it, then reconnect it. The entry that changes is your LaCie drive.
Q: Does your disk not appear at all?
A: Proceed to physical troubleshooting topics above.
Q: Is your drive listed next to an unusual icon?
A: Windows Device Manager can usually provide information about failures in accessories. It does not display the exact cause, or a solution, but it can assist in troubleshooting most problems.
A problematic device can be found by its unusual icon. Instead of the normal icon based on the type of device, it is instead an exclamation point, question mark, or an X.
Right-click this icon, then choose Properties. The General tab will show why the device is not working.
Still not working? There may be a hardware defect or other problem. Time to contact www.lacie.com/support/.