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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

Thunderbolt 2 connection (Mac)

Problem: I do not see the LaCie d2 when using the Thunderbolt 2 port.

Q: Are there other Thunderbolt technology devices connected to the same port?

Q: Does the icon/Do the icons for the volumes appear on the desktop?

Q: Is the 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 computer with an older Mini DisplayPort cable that I use for my monitors. Why can't I see the volumes on the desktop?

Q: I connected a cable that supports Thunderbolt technology to my computer but the enclosure does: (a.) not power on and/or (b.) not receive sufficient power.

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


USB 3.0 (PC/Mac)

Problem: My file transfers are too slow.

Q: Is the hard drive connected via a USB 3.0 to a USB 2.0 port on your computer or hub?

Q: Are you using a USB 3.0 hub, host bus adapter, or peripheral connection device?

Q: Does your computer or operating system support SuperSpeed USB 3.0?

Q: Is your computer's internal hard drive limiting transfer speeds?



Problem: I got an error message telling me that the hard drive has been disconnected

Q: Did it happen when the computer was coming out of sleep mode?


Problem: The displayed available capacity doesn't seem right.

Q: I just moved a lot of files into the Trash/Recycle Bin from my hard drive. Why isn't this reflected in the displayed available space?

Q: Why is the volume capacity less than advertised?



Problem: The hard drive isn't appearing on my computer.

Q: Is your Finder configured to show hard drives on the desktop?

Q: Did you follow the correct installation steps?


Problem: I'm receiving file transfer error messages and/or Time Machine does not work.

Q: Did you get an "Error -50" message while copying to the storage?



Problem: The hard drive does not appear on my computer.

Q: Are both ends of the USB 3.0 cable securely attached?

Q: Is the power supply connected?

Q: Is the hard drive listed in Device Manager?

Q: Is your hard drive listed next to an unusual icon?


© LaCie 2020 Last modified : Jul 12, 2017