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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.

 

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.

Thunderbolt 2 connection (Mac)

Problem: I do not see the LaCie 2big when using the Thunderbolt 2 port.

Q: Are there other Thunderbolt technology devices connected to the same port?


Q: Does the icon/Do the icons for the volumes appear on the desktop?


Q: Is the enclosure connected to a computer that supports Thunderbolt 2 technology or first generation Thunderbolt technology?


Q: Did you follow the correct installation steps?


 

Q: I connected the enclosure to my computer with an older Mini DisplayPort cable that I use for my monitors. Why can't I see the volumes on the desktop?


Q: I connected a cable that supports Thunderbolt technology to my computer but the enclosure does: (a.) not power on and/or (b.) not receive sufficient power.


Q: Are both ends of the Thunderbolt technology cable securely attached?


 

USB 3.0 connection (PC/Mac)

Problem: My file transfers are too slow.

Q: Are there other USB devices connected to the same port or hub?


Q: Is the device connected to a USB 2.0 port on your computer or hub?


Q: Is the LaCie 2big connected to a SuperSpeed USB 3.0 port on your computer?


Q: Does your computer or operating system support SuperSpeed USB 3.0?


 

Q: Do you require additional drivers for USB 3.0?


Q: Is your computer's internal hard drive limiting transfer speeds?


 

General

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?


Q: Did you get an error message telling you that the hard drive has been disconnected when coming out of sleep mode?


 

Problem: The hard drive space does not seem right.

Q: I just threw a lot of files into the Trash from my LaCie storage device. Why don't I see more space to copy new files?


Q: Why is the volume capacity less than advertised?


Problem: I have to rebuild the RAID SAFE.

Q: I just received my replacement hard drive from LaCie. How do I rebuild my RAID SAFE?


© LaCie 2019 Last modified : Jul 11, 2014