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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.

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. See Update Product Operating System for details.

 

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.

Troubleshooting the Network Connection

No shares appear on the network.

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

Q: Is the NAS' power supply connected and is the front blue light on?

Q: Is the blue light 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?

Q: IP address problem?

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


A user does not have access to the LaCie NAS Dashboard or shares.

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


I can not access my account. I enter my login and password and receive an error message.

Q: Is your password correct?


I've noticed a delay in accessing the shares.

Q: Are you transferring multiple files simultaneously, using the download feature, or rebuilding the RAID array?


I cannot see the media files stored on the LaCie NAS on my UPnP AV media player or adapter.

Q: Are the media files stored on a public share and is the multimedia service active?


Troubleshooting Expansion Device Connection

The hard drive, key, or USB printer connected to my NAS' expansion port is not recognized.

Q: Is the NAS connected to your computer via USB type B (d2/2big only)?


I connected a USB drive to the USB expansion port Type A, but the drive does not mount and is not listed in the LNA.

Q: Is the drive's file system supported by the LaCie product?

Q: Is the drive formatted in MS-DOS (FAT32) and has (a) volume(s) larger than 2TB?


I can't copy a file from a connected external hard drive to a share on my LaCie NAS.

Q: Is the drive formatted in MS-DOS (FAT32) and the file size is larger than 2GB?


 

Troubleshooting the USB Connection (d2/2big only)

I connected my NAS to a computer via USB, but the NAS is not recognized by the computer.

Q: Does an icon for the drive appear on the desktop?

Q: Does your computer's configuration meet the minimum system requirements for use with this drive?

Q: Is the drive's power supply connected?

Q: Did you follow the correct installation steps for the USB connection?

Q: Are both ends of the USB cable securely attached?

Q: Is there a conflict with other device drivers or extensions?

You receive error messages when copying files to the drive.

Q: Did you get an "Error –50" message while copying to drive when connected via USB?


I cannot copy a file larger than 4 GB to the drive.

Q: Are you connected to the computer via USB?


The capacity of the product is not the total one written on the packaging.

Q:


A hard disk is making clicking noises.

Q: Is the sound "soft clicking" or "hard clicking"?


Troubleshooting the Active Directory Connection

Thousands of different network and domain configurations exist, so these troubleshooting tips are necessarily general. However, checking the following points could help.

Product / LAN Side

  1. Make sure that the latest product operating system has been installed. Check Downloads.
  2. Make sure no heavy load processes are running (not mandatory but could help), for example:
    1. No RAID construction is running (wait until RAID is built)
    2. No multiple downloads are running (stop or wait until download is finished)
    3. No multimedia database building (disable Multimedia)
    4. No backups running (stop or wait until backups are finished)
  3. Make sure all users are disconnected from the product (not mandatory but could help) and that no heavy data transfers are taking place simultaneously.
  4. Make sure the product is assigned the correct date, time, and time zone. The reason is that a time discrepancy of more than five minutes between the domain and product may prevent or cause disruptions to the Active Directory (AD) connection. This tolerance is defined in Domain Controller Policy, and the default value is usually five minutes.

    The most precise way to set the product's time is to use the NTP Server feature in the Dashboard - General Settings widget. It can also be set manually from this page.
  5. Make sure that the DNS server address provided to the product is a domain DNS, NOT an internet DNS (as may be provided by an internet provider).

    The product must connect to the local network domain, not to a server on the internet.

    It's important that the product be assigned a correct and reachable DNS server IP address on the local network configuration, because joining a domain is based on DNS resolution. Verify the DNS IP on another computer on the same network as the LaCie product. From this computer, attempt to ping the DNS server.
  6. Dashboard: Domain Configuration window settings:
    1. Enter the domain's Full Qualified Domain Name (FQDN). For example:
      directory-example.domain.com (Active Directory Users and Computers Tool on Primary Domain Controller)
    2. Admin login: Use the AD's administrator username.
    3. Admin password: Case sensitive.
  7. Optional Advanced Criteria can be input to help with joining.
    1. Server Name is the Domain Controller Host Name
    2. Server IP is the Domain Controller IP

All the above points must be verified, including the next section about configuring the AD to ensure correct Domain joining. Any incorrect configuration can cause the connection to fail.

 

Active Directory / Domain Side

On the Active Directory / domain side, the following points should be checked by the Active Directory administrator, as configuration is different for every customer.

  1. Ask the AD administrator to verify if Kerberos Server & Time Server are registered in the domain DNS, in order to allow the LaCie product to connect. Kerberos Server & Time Server need to be accessible to the LaCie product, as these servers are involved in the joining process.
  2. Check the machine name object in AD. Check that it's placed in the right container (not the default “computer” container) and check access rights for the machine name (such as who can log on to it). You may also need to delete the machine name in order to reset the object in AD.

    It may be necessary for the domain administrator to create a computer account in AD in the right container prior to joining the LaCie product in the domain (with the computer account name being the product's machine name).
  3. There may be an issue when joining a domain if a sub-domain has been set up. The question to ask is whether the domain joining was done using the correct domain/sub-domain name. (Again, check the machine name object location/rights in AD). Could the user belong to a different sub-domain not authorized to access the product?

Note: If the LaCie product fails to connect to a properly configured AD, you should provide LaCie technical support with the domain network configuration log from the Dashboard - Support page for analysis.

© LaCie 2019 Last modified : Mar 01, 2013