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en:manuals:2big-tbt2:help [11 Jul, 2014 18:20] (current)
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 +{{indexmenu_n>​12}}
  
 +====== Getting Help ======
 +
 +{{page>:​en:​static:​troubleshooting:​table-standard}}
 +
 +~~pgbreak~~
 +
 +===== 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>​
 +
 +
 +==== 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? |
 +A: Disconnect other Thunderbolt devices and see if the volume appears on the desktop.
 +++++
 +----
 +++++ Q: Does the icon/Do the icons for the volumes appear on the desktop? |
 +A: The drive icons for the storage should appear on your desktop. Confirm that the Finder preference for displaying external hard drives on the desktop is selected at **Finder > Preferences > General**.
 +++++
 +----
 +++++ Q: Is the enclosure connected to a computer that supports Thunderbolt 2 technology or first generation Thunderbolt technology? |
 +A: The connection type for Thunderbolt technology on the Mac is the Mini DisplayPort. While earlier Macintosh computers include one or more Mini DisplayPorts,​ they are only used to connect one or more monitors. Legacy Macs with Mini DisplayPorts do not support Thunderbolt technology peripherals.
 +++++
 +----
 +++++ Q: Did you follow the correct installation steps? |
 +A: Review the installation steps ([[connection]]) and make certain that: both ends of the Thunderbolt technology cable are firmly connected to the ports; and, that the device is receiving power via the included power supply.
 +++++
 +----
 +
 +~~pgbreak~~
 +
 +++++ 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? |
 +A: The storage requires a cable specifically constructed for Thunderbolt technology. Use the Thunderbolt cable shipped with your LaCie device.
 +++++
 +----
 +++++ 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. |
 +A: Thunderbolt enclosures must also receive power via the included power supply. See [[connection]].
 +++++
 +----
 +++++ Q: Are both ends of the Thunderbolt technology cable securely attached? |
 +A:
 +  * Only use the included Thunderbolt cable.
 +  * Check both ends of the Thunderbolt technology cable to make sure they are fully seated in their respective ports.
 +  * Try disconnecting the Thunderbolt technology cable then wait 10 seconds before reconnecting it.
 +  * If the drive is still not recognized, restart your computer and try again.
 +++++
 +----
 +
 +~~pgbreak~~
 +
 +==== 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? |
 +A: Disconnect any other USB devices and see if the drive'​s performance increases.
 +++++
 +----
 +++++ Q: Is the device connected to a USB 2.0 port on your computer or hub? |
 +A: If the LaCie 2big is connected to a USB 2.0 port or hub, this is normal. A SuperSpeed USB 3.0 device can only operate at USB 3.0 performance levels when it is connected to a computer with a USB 3.0 port. Otherwise, the USB 3.0 device will operate at the slower USB transfer rates.
 +++++
 +----
 +++++ Q: Is the LaCie 2big connected to a SuperSpeed USB 3.0 port on your computer? |
 +A: Third-party USB 3.0 adapters: Check to see that the SuperSpeed USB 3.0 drivers for your host bus adapter has been installed correctly. If in doubt, uninstall the drivers and re-install them.
 +++++
 +----
 +++++ Q: Does your computer or operating system support SuperSpeed USB 3.0? |
 +A: Refer  to  the product packaging or consult the product support web page at [[http://​www.lacie.com/​support/​|www.lacie.com/​support/​]] to check the minimum system requirements.
 +++++
 +----
 +
 +~~pgbreak~~
 +
 +++++ Q: Do you require additional drivers for USB 3.0? |
 +A: Certain versions of Windows require additional drivers to support USB 3.0.
 +++++
 +----
 +++++ Q: Is your computer'​s internal hard drive limiting transfer speeds? |
 +A: If your computer has a low-performance internal hard drive (typically a notebook or netbook computer), it can limit the transfer speed. ​
 +++++
 +----
 +
 +~~pgbreak~~
 +
 +==== 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? |
 +A: When copying files or folders from a computer to a FAT32 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 FAT32 file system with Thunderbolt 2 and/or USB 3.0 storage. Consider formatting the hard drive as HFS+ Journaled with a Striped or Mirrored RAID Set. See [[formatting|]]. Additionally,​ Time Machine is only compatible with hard drives formatted in HFS+ or HFS+Journaled. If necessary, reformat the hard drive for Time Machine compatibility.
 +++++
 +----
 +++++ 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 to the desktop.
 +++++
 +----
 +
 +~~pgbreak~~
 +
 +==== 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? |
 +A: Hard drive space will not be reclaimed until files are deleted or emptied from the Trash.
 +++++
 +----
 +++++ Q: Why is the volume capacity less than advertised? |
 +A: After formatting, the available capacity of a hard 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.
 +++++
 +----
 +
 +==== 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? |
 +A: See [[disk-swap|]] for instructions on how to replace the hard drive and [[raid|]] if you want to change the RAID mode.
 +++++
 +----
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