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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.

 

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.

Problem: I do not see my Thunderbolt Series disks.

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


Q: Does the icon/Do the icons for the Thunderbolt Series volume(s) appear on the desktop


Q: Is the Thunderbolt Series enclosure connected to a Macintosh computer that supports Thunderbolt technology?


Q: Did you follow the correct installation steps?


Q: I connected the Thunderbolt Series enclosure to my new Mac with an older Mini DisplyPort cable that I use for my monitors. Why can't I see the Thunderbolt Series volume(s) on the desktop?


Q: I connected a cable that supports Thunderbolt technology to my new Mac but the Thunderbolt Series enclosure 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 drive has been disconnected when coming out of sleep mode?


Problem: The disk space does not seem right.

Q: I just threw a lot of files into the Trash from my Thunderbolt Series storage. Why don't I see more space to copy new files?


Q: Why is the volume capacity less than advertised on the Thunderbolt Series storage (hard drives only)?


Problem: I have to rebuild the Mirrored RAID Set.

© LaCie 2014 Last modified : Apr 02, 2013