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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 device's power supply connected and is the front blue LED on?

Q: Is the blue 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?

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 Dashboard or his shares.

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


I cannot access my account on the Dashboard. 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?


Troubleshooting the Multimedia Server

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

Q: Are the media files stored on OpenShare and is the multimedia service active?


Windows Media Player

Q: I can’t configure WMP to find files on the LaCie network storage.


Q: Certain files aren’t recognized by WMP.


iTunes

Q: Some files appear in my iTunes shared playlist, but some do not.


Q: I’ve activated my network storage device's multimedia service, but I don’t see its machine name in iTunes.


Q: Why aren’t files stored on the network storage appearing in iTunes?


Xbox/PlayStation 3

Q: Some files stored on the LaCie storage device appear on my Xbox/PlayStation 3, but others do not.


Troubleshooting Expansion Device Connection

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

Q: Is the network storage connected to your computer via the rear USB device port?


I connected a USB drive to the front USB expansion port, but the drive does not mount and it is not listed in LaCie Network Assistant.

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 cannot copy a file from a connected external hard drive to a share on my LaCie storage device.

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


 

Troubleshooting the USB Connection

I connected my network device to a computer via USB, but it is not recognized.

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 4GB to the drive.

Q: Are you connected to the computer via USB?


The capacity of the product is not the total I see on the packaging.

Q: Why is there a difference in capacity?


A hard disk is making clicking noises.

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


© LaCie 2022 Last modified : Mar 01, 2013