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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.

Problem: The front LED is solid red.

Fan malfunction. Log in to LaCie technical support and create a support ticket for warranty service.

Problem: One or more of the rear disk LEDs isn't on.

Is a compatible disk installed in the disk tray corresponding to that LED?


Does the installed compatible disk fail to mount on your desktop?

Problem: I'm receiving file transfer error messages and/or Time Machine does not work.

Did you get an "Error -50" message while copying to the storage?


Problem: I got an error message telling me that the drive has been disconnected.

Did it happen when the computer was coming out of sleep mode?


Problem: The displayed available capacity doesn't seem right.

I just moved a lot of files into the trash from my product. Why isn't this reflected in the displayed available space?


Why is the volume capacity less than advertised on my storage?


Problem: My product doesn't appear to be mounting on my computer.

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


Does the icon/Do the icons for the Thunderbolt Series volume(s) appear on the desktop?


Is the Thunderbolt Series enclosure connected to a Mac that supports Thunderbolt technology?


Did you follow the correct installation steps?


I connected the Thunderbolt Series enclosure to my new Mac with an older Mini DisplyPort cable that I use for my monitors. Why can't I see the Thunderbolt Series volume(s) on the desktop?


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


Problem: My LaCie 5big had a disk failure.

Was it configured in a RAID 1 array?


Was it configured in a RAID 0 or JBOD array?


© LaCie 2022 Last modified : Mar 01, 2013