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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, 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, register your product, and fill out a support ticket Create an account here:

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 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 Select your product, then click the “Troubleshooting” tab.

The LaCie 5big Thunderbolt 2 will not turn on.

Q: Can you confirm that the LaCie 5big is properly connected?

Q: Is there a problem with the power supply?

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?


The LaCie 5big Thunderbolt 2 is unresponsive.

Q: Have you tried to restart the system?

The LaCie 5big Thunderbolt 2 is overheating.

Q: Is the ambient temperature too high? Is the air vent blocked? Are several fans malfunctioning?

I am not certain if the LaCie 5big firmware should be updated.

Q: Where can I check the firmware version?

Q: How do I know if the firmware is the latest version?

Problem: I do not see the LaCie 5big Thunderbolt 2 volume on my computer.

Q: Are there first generation Thunderbolt technology and/or Thunderbolt 2 devices connected to the same port?

Q: Does the icon/Do the icons for the LaCie 5big Thunderbolt 2 volume(s) appear on the desktop?

Q: Is the LaCie 5big Thunderbolt 2 technology 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 new Mac with an older Mini DisplyPort cable that I use for my monitors. Why can't I see the volume(s) on the desktop?

Q: I connected a cable that supports Thunderbolt technology to my new Mac but the LaCie 5big Thunderbolt 2 does: (a.) not power on and/or (b.) not receive sufficient power.


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

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 storage space does not seem right.

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


Problem: The bandwidth for the LaCie 5big Thunderbolt 2 is not as fast as I had expected. It has the same transfer rates as my first generation Thunderbolt technology storage device.

Q: Does your computer support Thunderbolt 2?

Q: Did you daisy chain the LaCie 5big Thunderbolt 2 with first generation Thunderbolt technology devices?

Q: Did you daisy chain the LaCie 5big Thunderbolt 2 behind a display?

© LaCie 2024 Last modified : Dec 17, 2014