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Getting Help

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.

Software Updates

LaCie frequently releases firmware updates to improve the functionality of products. Please check for recent updates to firmware and to LaCie Network Assistant to ensure optimum product performance. See Support for details.

 

Troubleshooting Topics

Note: Interactive troubleshooting, a highly effective way to resolve problems with your product, is available from www.lacie.com/support/. Select your product, then click the “Troubleshooting” tab.

Troubleshooting the Network Connection

No shares appear on the network.

Q: Is the NAS's power supply connected and is the front blue light on?

Q: Is the blue light on the front of the device flickering for an inordinate period of time?

Q: Did you follow the correct installation steps?

Q: Are both ends of the Ethernet cable firmly connected?


Q: IP address problem?

Q: How can I find the public IP address for advanced features such as offsite backups and remote FTP access?


 

A user does not have access to the LaCie NAS Dashboard or shares.

Q: Has the administrator created an account for the user?


I cannot access my account. I enter my login and password and receive an error message.

Q: Is your password correct?


I've noticed a delay in accessing the shares.

Q: Are you transferring multiple files simultaneously, using the download feature, or synchronizing the RAID?


 

Troubleshooting the Multimedia Server

I cannot see the media files stored on the LaCie NAS.

Q: Are the media files stored on a public share? Is the multimedia service active?


Windows Media Player

Q: I can't configure Windows Media Player to find media files on the LaCie NAS.


Q: Certain files aren't recognized by Windows Media Player.


iTunes

Q: Some files appear in my iTunes™ shared playlist, but some do not.


Q: I've activated the LaCie NAS's iTunes service in General Settings, but I don't see its machine name in iTunes.


Q: Why aren't files stored on the network storage appearing in iTunes?


UPnP/DLNA-Compatible Game Consoles and Set Top Boxes

Q: Some files stored on the LaCie NAS appear on my UPnP/DLNA compatible device, but others do not.


 

Troubleshooting Expansion Device Connection

I connected a USB drive to the enclosure, but the drive does not appear on the Storage page.

Q: Is the drive's file system supported by the LaCie product?


I can't copy a file from a share to the DAS connected to my LaCie NAS.

Q: Is the DAS formatted in FAT32 and is the file larger than 4GB?


I think that the hard disk is making unusual noises.

Q: Is the sound "soft clicking" or "hard clicking"?


The VGA monitor that I connected to the LaCie 5big NAS Pro appears to be receiving a signal but the screen is black.

Q: How long has the VGA monitor been connected to the NAS?


 

Troubleshooting the Active Directory (AD) Connection

The numbered list below provides general troubleshooting recommendations to resolve problems with AD.

LaCie NAS

  1. Confirm that your NAS is running the latest NAS OS firmware (see Support.
  2. Check the Hardware monitor page to review CPU usage (see Hardware Monitoring). You can experience AD connection problems if the CPU is running high. Actions or jobs that can burden the CPU include:
    1. RAID synchronization (in this case, wait until the RAID is built)
    2. Multiple download jobs are running (stop or wait until download is finished)
    3. Multimedia reindexing (disable UPnP)
    4. Backup jobs are running (stop or wait until backup jobs are finished)
    5. Multiple simultaneous data transfers to/from the NAS from computers on the network (wait until the transfers are complete)
  3. Make sure the product is assigned the correct date, time, and time zone (see General Settings). A time discrepancy of more than five minutes between the domain and the product may prevent or cause disruptions to the Active Directory (AD) connection. This tolerance is defined in Domain Controller Policy, and the default value is usually five minutes.


  4. Make sure that the DNS server address provided to the NAS is a domain DNS, not an internet DNS provided by an internet service provider (see Network). The NAS must connect to the local network domain, not to a server on the internet.

    The NAS must be assigned a DNS server IP address on the local network configuration since joining a domain is based upon DNS resolution. To verify that the NAS is using a DNS IP address, try to ping the DNS server from a computer on the same network.
  5. General Settings > Workgroup/Domain (see General Settings):
    1. Enter the domain's Full Qualified Domain Name (FQDN). For example:
      directory-example.domain.com (Active Directory Users and Computers Tool on Primary Domain Controller)


    2. Administrator login: The AD's administrator username.
    3. Administrator password: The AD's administrator password.
  6. Advanced criteria (optional).
    1. Server Name is the Domain Controller Host Name
    2. Server IP is the Domain Controller IP

 

Active Directory

The AD administrator can check the following:

  1. Verify if Kerberos Server & Time Server are registered in the domain DNS, allowing the LaCie NAS to connect. Kerberos Server & Time Server need to be accessible to the NAS, as these servers are involved in the joining process.
  2. Confirm that the machine name object is placed in the right container (not the default “computer” container) and check access rights for the machine name (such as who can log on). If necessary, delete the machine name in order to reset the object in AD.

    The domain administrator can create a computer account in AD and place it in the right container prior to joining the LaCie NAS to the domain (the computer account name is the NAS's name).
  3. Sub-domains can create problems when joining a domain. Confirm that the proper domain is being used and review the machine name object location/rights. As well, see if the user belongs to a different sub-domain. If so, review the user's rights to determine if there is an authorization conflict that prevents access to the NAS.
© LaCie 2022 Last modified : Sep 05, 2014