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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 8big Rack Thunderbolt 2 will not turn on.

Q: Can you confirm that the LaCie 8big is properly connected?

Q: Is there a problem with one or both power supply units?

The LaCie 8big turns off when I daisy chain a device.

Q: Did the product turn off as soon as the device and the LaCie 8big’s Thunderbolt 2 port came into contact?


The LaCie 8big is unresponsive.

Q: Have you tried to restart the system?

The LaCie 8big is overheating.

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

I am not certain if the LaCie 8big 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 8big on my computer.

Q: Did you install LaCie RAID Manager?

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 8big volume(s) appear on the desktop?

Q: Is the 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 DisplayPort 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 8big 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 hard drive 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 8big 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 8big with first generation Thunderbolt technology devices?

Q: Did you daisy chain the LaCie 8big behind a display?

© LaCie 2023 Last modified : Dec 17, 2014