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For help setting up and using your LaCie hard drive, review the frequently asked questions below. For additional support resources, go to LaCie customer support.
Q: Are both ends of the USB cable firmly attached?
A: Review troubleshooting tips for cable connections below:
Q: Are there other USB devices connected to the same port or hub?
A: Disconnect other USB devices and see if the drive's performance improves.
Q: Is the drive connected to a USB 2.0 port on your computer or hub?
A: If your drive is connected to a USB 2.0 port or hub, the inferior performance is normal. A USB-C device can only operate at USB-C performance levels when it is connected directly to a USB-C port or Type-A USB 3.0 port. Otherwise, the USB-C device operates at the slower USB transfer rates.
Q: Does your computer or operating system support USB-C or USB 3.0?
A: Confirm that your computer and operating system support USB 3.0.
Q: Is your computer's internal hard drive limiting transfer speeds?
A: A computer with a low-performance internal hard drive can limit transfer speeds for external hard drives.
Q: Did you get an "Error -50" message while copying to a FAT32 volume?
A: When copying files or folders from a computer to a FAT32 volume, certain characters in the names cannot be copied. These characters include, but are not limited to: ? < > / \ :
Check your files and folders to ensure that these characters are not in the names.
If this is a recurring problem or you cannot find files with incompatible characters, consider reformatting the drive to NTFS (Windows users) or HFS+ (Mac users). See Optional Formatting and Partitioning.
Q: Did you get an error message telling you that the drive has been disconnected when coming out of sleep mode?
A: Ignore this message since the drive remounts on the desktop despite the pop-up. LaCie drives conserve power by spinning down when you set your computer to sleep mode. When the computer awakes from sleep mode, the drive may not have enough time to spin up, causing the pop-up to appear.
Q: Is your Finder configured to hide hard drives on the desktop?
A: Go to Finder and then check Preferences > General tab > Show these items on the desktop. Confirm that Hard Disks is selected.
Q: Is your drive mounting in the operating system?
A: Open Disk Utility at Go > Utilities > Disk Utility. If the drive is listed in the left-hand column, check your Finder preferences to see why it is not displayed on the desktop (review the question above).
Q: Does your computer's configuration meet the minimum system requirements for use with this drive?
A: Refer to the product packaging for the list of supported operating systems.
Q: Did you follow the correct installation steps for your operating system?
A: Review the installation steps in Getting Connected.
Q: Is the drive listed in Device Manager?
A: All drives appear in at least one place in Device Manager.
Look in the Disk Drives section and, if necessary, click the plus sign to view the full list of devices. If you're uncertain that your drive is listed, unplug it and then reconnect it. The entry that changes is your LaCie drive.
Q: Is your drive listed next to an unusual icon?
A: Windows Device Manager usually provides information about failures with peripherals. While the Device Manager can assist with troubleshooting most problems, it may not display the exact cause or provide a precise solution.
An unusual icon next to the hard drive can reveal a problem. For example, instead of the normal icon based on the type of device, it is instead an exclamation point, question mark or an X. Right click this icon and then choose Properties. The General tab provides a potential reason why the device is not working as expected.