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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.

Software Updates

LaCie frequently releases firmware updates to improve the functionality of products. Please check frequently for recent updates to firmware and to LaCie Network Assistant to ensure optimum product performance.

System Log

The system log allows you to review the type, date, time, source, and event ID of activities on the LaCie . Additionally, if you ever need help from LaCie technical support, the log will be important. For more information, refer to chapter Dashboard:Support.


Troubleshooting Topics

Note: Interactive troubleshooting, a highly effective way to resolve problems with your product, is available from Select your product to click the “Troubleshooting” tab.

Troubleshooting the Network Connection

The CloudBox is not recognized by the computer.

Q: Does your computer's configuration meet the minimum system requirements?

Q: Is the system's power supply connected and is the LED on the front of the drive on?

Q: Is the LED on the front of the device flickering for an inordinate period of time?

Q: Did you follow the correct installation steps?

Q: Are both ends of the Ethernet cable firmly connected?

The CloudBox does not appear on the network.

By default the LaCie CloudBox is configured to retrieve its IP address from a DHCP server. If your network is managed by a DHCP server and you cannot access your LaCie CloudBox, try checking your DHCP server's log. To get the IP address, run LaCie Network Assistant, which is located on the LaCie Storage Utilities CD-ROM. If no DHCP server detected, the product will run APIPA to assign itself an IP address.

Q: Is the IP address properly set?

Q: Does your network require devices to be assigned a static IP address?

LaCie Network Assistant is not working as described in this manual.

Q: Are you using an obsolete version of LaCie Network Assistant?

A user does not have access to his CloudBox user folder.

Q: Has the administrator created an account for the user?

I have noticed a delay in accessing the user folder.

Q: Are you transferring multiple files simultaneously?

© LaCie 2023 Last modified : Mar 01, 2013