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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 cable firmly attached?
A: Review troubleshooting tips for cable connections below:
Q: Are there other Thunderbolt 3 or USB devices connected to the same port or hub?
A: Disconnect other devices and see if the drive's performance improves.
Q: Is the device connected to a Thunderbolt 3 USB-C port on your computer or hub?
A: Connect LaCie 6big/LaCie 12big to a USB-C port on your computer that supports Thunderbolt 3 devices. The lightning bolt icon that represents Thunderbolt 3 support should appear next to the USB-C port.
Q: Does your computer or operating system support Thunderbolt 3?
A: Consult your computer and operating system documentation for Thunderbolt 3 compatibility information.
Q: Is the device connected to Hi-Speed USB 2.0 on your computer or hub?
A: If your hard drive is connected to a USB 2.0 port, the slower performance is normal. LaCie 6big/LaCie 12big USB performance is significantly better when it is connected to a USB 3.1 port or a SuperSpeed USB 3.0 port. Otherwise, LaCie 6big/LaCie 12big operates at slower USB transfer rates.
Q: Which cable and port did you use to connect LaCie 6big/LaCie 12big to the computer?
A: LaCie 6big/LaCie 12big is shipped with two USB-C cables, one for Thunderbolt 3 connections and one for USB 3.1 connections. Both are clearly marked by logos, a thunderbolt and the number "3" for Thunderbolt 3 connections and the USB 3.1 Gen 2 logo with the number "10" for USB 3.1 connections. Since both cables have USB-C cable ends, make certain to choose the correct cable for the interface you are using to connect LaCie 6big/LaCie 12big to your computer.
Additionally, make certain to connect the Thunderbolt 3 port on LaCie 6big/LaCie 12big to a computer that features a Thunderbolt 3 port. A Thunderbolt 3 port is a USB-C port that has a thunderbolt. Other USB-C ports do not support Thunderbolt 3 connections. If your computer does not have a USB-C port with a thunderbolt, use the USB 3.1 port on LaCie 6big/LaCie 12big. Please note that it is not possible to access the storage when connecting the Thunderbolt 3 port on LaCie 6big/LaCie 12big to a USB-C port on a computer that does not support Thunderbolt 3. While it is possible to connect LaCie 6big/LaCie 12big's USB 3.1 port to a Thunderbolt 3 port on a computer, the benefits offered by Thunderbolt 3 are lost. Such a connection only allows for using a single array at transfer rates up to 10Gb/s rather than Thunderbolt 3's potential of multiple arrays and transfer rates up to 40Gb/s.
If you see the storage using the USB connection but the Thunderbolt connection does not appear to work, confirm that LaCie RAID Manager is installed on your computer. The installer for LaCie RAID Manager includes an important driver that allows the computer to recognize the storage with Thunderbolt connections. The installer can be downloaded at LaCie RAID Manager.
Q: How do I change the RAID level?
A: You can manage the storage for LaCie 6big/LaCie 12big using LaCie RAID Manager. To download the installer, go to LaCie RAID Manager. For instructions how to use the application, see the LaCie RAID Manager user manual.
Q: Can I disconnect my computer during RAID synchronization or initialization?
A: Yes. Synchronization and initialization continue uninterrupted when the computer disconnects from LaCie 6big/LaCie 12big. Similarly, LaCie 6big/LaCie 12big can be placed into low power mode or powered off during synchronization and initialization. Provided the same hard drives are in the enclosure, the operation continues once the device is powered on. For more information, see Operation.
Q: Can I attach my USB-C hard drive to a Thunderbolt 3 daisy chain?
A: Yes. Make certain to add the USB-C hard drive to the end of a Thunderbolt 3 daisy chain since USB devices do not include a second port to continue the chain. Please note that USB-C devices do not become Thunderbolt 3 devices when added to a Thunderbolt 3 daisy chain. The USB-C device can only provide performance within its potential. For example, a USB 3.1 Gen 1 hard drive added to the end of a Thunderbolt 3 daisy chain can reach up to 5Gb/s while a USB 3.1 Gen 2 hard drive can reach up to 10Gb/s.
Q: Why can't I use all the arrays?
A: While LaCie RAID Manager sees all arrays associated with the device, USB connections to LaCie 6big/LaCie 12big allow for one array on your computer. Create a single array from all the hard drives if you connect to LaCie 6big/LaCie 12big via USB. To use multiple arrays, connect to LaCie 6big/LaCie 12big via Thunderbolt 3.
Q: Can I attach my USB-C hard drive to a Thunderbolt 3 daisy chain?
A: Yes, it is possible to protect the hard drive or individual folders and files with a password. There are many third-party solutions for password protection. However, LaCie cannot guarantee them since we do not test third-party applications.
Some versions of Windows have a built-in utility called Bitlocker that can protect hard drives with a password. For more information about Bitlocker, consult Microsoft's support documentation.
Q: Can I encrypt my hard drive?
A: Yes, the hard drive can be encrypted. There are many third-party solutions for encryption. However, LaCie cannot guarantee them since we do not test third-party applications.
Some versions of Windows have a built-in utility called Bitlocker that can encrypt hard drives. For more information about Bitlocker, consult Microsoft's support documentation
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 Formatting and Partitioning.
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.
Go to Search to type Device Manager and then launch it. 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, safely unplug it and then reconnect it. The entry that changes is your LaCie hard 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.