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 |
The LaCie 5big Thunderbolt 2 will not turn on.
Q: Can you confirm that the LaCie 5big is properly connected?
A: Make certain:
If all of the above has been met, try applying a short push to the LED power button.
Q: Is there a problem with the power supply?
A: Contact LaCie support if you believe that the power supply has failed.
The LaCie 5big Thunderbolt 2 turns off when I daisy chain a device.
Q: Did the product turn off as soon as the device and the LaCie 5big’s port came into contact?
A: The device may not be compatible with Thunderbolt products. Unplug any devices you have connected and reboot the product.
The LaCie 5big Thunderbolt 2 is unresponsive.
Q: Have you tried to restart the system?
A: Eject the volume from the computer and shut down the LaCie 5big by applying a short push on the front button. If nothing happens after a few minutes, you can force the LaCie 5big to turn off by applying a long push (more than four seconds), then release it. Once off, restart the product by pushing and immediately releasing the front button. Note that a long push is not recommended under standard operating conditions as it may result in data loss. Once the status LED stops blinking blue, check your computer for proper connection to the LaCie 5big volumes.
The LaCie 5big Thunderbolt 2 is overheating.
Q: Is the ambient temperature too high? Is the air vent blocked? Are several fans malfunctioning?
A: If the ambient temperature is below 40˚C and the fan output is clear, you may have one or several malfunctioning fans. If the LEDs are flashing blue and red, check System LEDs for details on the meaning.
I am not certain if the LaCie 5big firmware should be updated.
Q: Where can I check the firmware version?
A: Check LaCie RAID Manager for the firmware version.
Q: How do I know if the firmware is the latest version?
A: Go to the LaCie support for the latest information on the product.
A: Disconnect other Thunderbolt devices and see if the LaCie 5big volume appears on the desktop.
Q: Does the icon/Do the icons for the LaCie 5big Thunderbolt 2 volume(s) appear on the desktop?
A: The hard drive icon(s) for the storage should appear on your desktop. Confirm that the Finder preference for displaying external volumes on the desktop is selected at Finder > Preferences > General.
A: The connection type for Thunderbolt 2 technology and first generation Thunderbolt technology is the Mini DisplayPort. While older Macintosh computers include Mini DisplayPorts, they are only used to connect one or more monitors. Legacy Macs with Mini DisplayPorts do not support Thunderbolt 2 technology devices such as the LaCie 5big Thunderbolt 2.
Q: Did you follow the correct installation steps?
A: Review the installation steps (see Setting Up). Make certain that both ends of the Thunderbolt cable are firmly connected to the ports and that the device is receiving power via the included power supply.
A: Thunderbolt 2 storage requires cables specifically constructed for Thunderbolt technology. Use the cable that was shipped with your device.
A: The enclosure must also receive power via the included power supply. See Setting Up.
Q: Are both ends of the Thunderbolt technology cable securely attached?
A:
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:
? < > / \ :
LaCie does not recommend using the FAT 32 file system with Thunderbolt 2 technology storage.
A: Ignore this message. The hard drive will remount on the desktop.
Q: I just threw a lot of files into the Trash. Why don't I see more space to copy new files?
A: Disk space will not be reclaimed until the files are erased. To remove the files forever:
Q: Does your computer support Thunderbolt 2?
A: The LaCie 5big Thunderbolt 2 must be connected to a computer that supports Thunderbolt 2 technology to attain Thunderbolt 2 technology transfer rates.
A: Thunderbolt 2 technology devices can share the same daisy chain with first generation Thunderbolt technology devices. However, the LaCie 5big Thunderbolt 2 can only reach Thunderbolt 2 transfer rates if it is connected directly to the computer with the other devices daisy-chained behind it. If your computer supports Thunderbolt 2 technology, make certain that the LaCie 5big Thunderbolt 2 is the first device on the daisy chain.
Q: Did you daisy chain the LaCie 5big Thunderbolt 2 behind a display?
A: Thunderbolt 2 technology devices can share the same daisy chain as a display. However, the LaCie 5big Thunderbolt 2 can only reach Thunderbolt 2 transfer rates if it is connected directly to the computer with the other devices daisy-chained behind it. If your computer supports Thunderbolt 2 technology, make certain that the LaCie 5big Thunderbolt 2 is the first device on the daisy chain.