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Lacie 5big Thunderbolt 2 BEEPING SOUNDS!!

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James Cordell
Lacie 5big Thunderbolt 2 BEEPING SOUNDS!!
on Feb 17, 2015 at 7:26:32 pm

- nMP (Late 2013) 3.5 GHz 6-Core, 16GB, AMD FirePro D500 3GB, OS X 10.10.1
- Lacie 5Big Thunderbolt 2 10TB Raid 5 to 8TB (Direct connected to nMP on it's own bus.)
- Updated to latest versions: Lacie Raid Manager, 5Big Firmware and Drivers (un-installed/re-installed multiple times)

Bought a 5Big in Oct of 2014 and it has been both flawless and flawed. Performance wise, it's on par. Fast and safe, just as advertised. Absolutely no issues from that standpoint what so ever.

But......IT KEEPS BEEPING!!

I've reached a breaking point after 50+ interactions on a Lacie Support Ticket. After two refurbished replacement drives. And now on my third replacement that was a brand new drive.

So here's the scenario. I've used the drive like any other person would. I'm a video editor/shooter/photographer. Mainly Adobe Products and Office stuff. I'll be trucking along just fine editing, emailing what have you. I'll get up and go to lunch and when I come back, my computer is asleep. Ok, nothing strange here, wake it up by pressing the space bar. Computer wakes up, monitors come on, 5Big light blinks on the front that it's waking up, the light goes solid blue and then about 5 seconds after the computer comes to life... 5Big light blinks red and 2-3 loud BEEPS sound off, then goes back to solid blue light. (It's irrelevant but I work in a cube land where you can here a mouse ****. These beeps are LOUD, ANNOYING and OBTRUSIVE.)

Now it's not functioning, (for reasons I don't know, other than I installed the latest version) but when I could see the drive in the Lacie Raid Manager it was saying "Adapter 0 Defective fan 0 found". Every single time. And this event is a totally random from what I can tell. Sometimes I'll wake my computer up and no BEEPS happen. Then other times, there's the BEEPS.

The people helping me on the Support Ticket have been friendly and appeared to be insightful but unfortunately is hasn't help with the problem. My last interaction with them left me a little puzzled. I would think that after the second replacement drive I should have been put in touch with the "Advanced Technical Support Team". And why do I have to contact them?? They should read the ticket and get in touch with me??? See below. Obviously at this point I can't return it to BH...

James C. Posted: February 12, 2015 @ 3:10 PM
The beeping never really went away but it just recently started happening more and more.... I saw that there was a firmware update since we had last talked. So I went ahead with that. Beeping still remains. And now I can't seem to get LRM to work. I open the app and it opens a webpage saying that "Local host cannot be found". I'm about ready to throw in the towel on this... Help please.
James C. Posted: February 12, 2015 @ 4:07 PM
Just tried re-installing LRM. Didn't fix browser issue.
Jonathan A.

Posted: February 13, 2015 @ 12:11 PM
Good morning,

I've really appreciated your time on this matter, but given that everything up to and including this point has failed, I believe that at this point it would be prudent to go over the matter with our Advanced Technical Support team. You may contact Support at (855) 588-8520 Option 2 (Mon-Fri 7:00AM-5:00PM PST Fridays closed 2PM to 2:30PM PST). Please be sure to refer to ticket number 103658991 when you call in. Otherwise we can continue here as necessary

Kindest regards.
- Jon A.

James C. Posted: February 16, 2015 @ 3:22 PM
Thank you for the additional support information.
At this point I would prefer to return the unit and get refunded my purchase price. After all of the tried resolutions I can't afford to spend any more time on this issue. I would really appreciate if we could work this out. Thank you.

Posted: February 17, 2015 @ 11:31 AM
Good morning,

As the original transaction did not take place between yourself and LaCie, the sales contract is with yourself and your reseller (B&H Photo Video). If you are seeking a refund, you would need to place the request with your reseller since it was sold to you by them. We would be glad to repair the product for you but we will not be able to refund you for your purchase.

Regards.

- Jon A.


I feel that I have been more than cordial and have devoted many hours to this issue. Copying data to new drives, packaging and shipping and troubleshooting. I can't find anything online about anyone else having this issue. I can't relate it to any other thing on my computer because it's so random. This has to be some kind of bug and I find it a bit ridiculous that they can't squash it by now.

Has anyone else experience this? I don't know what else to do if they won't take it back. Any and all suggestions appreciate since I've burnt out all of Lacie's options. Really wishing I wouldn't have made the decision to go with the Lacie instead of a G-Tech. Thanks in advance.


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Rainer Wirth
Re: Lacie 5big Thunderbolt 2 BEEPING SOUNDS!!
on Feb 19, 2015 at 3:41:14 pm

Hi James,

I've worked with two LaCie Drives 4Big. One, the old one (10years now) works brilliant, the other I've just thrown out (5years old). I think the controller was bad.
These boxes are okay, but they don't have redundant or easy swappable parts, like a good reliant professional raid has. I've also got problems with a sonnet D400 Raid (similar to the Lacie). These raid enclosures ar about 500 bucks, so they are the cheapest enclosures you can buy.
In your case I think the fan has given up, then the temperature was rising over the critical point. It could be, that then the controller has given up.
These are closed boxes, no screws, no idea how to open them. Second - do you get the same fan inside the box to change it?
Best to throw it away. Take the HD's and put them in another box.
LaCie, Gtech, even Sonnet QR maybe all the same. Sometimes you are lucky and your box works for 10 years, sometimes you are in trouble all the time. I replaced the LaCie for a Sonnet QR. The Sonnet works fine so far. We use these boxes just for Raid5 back-up. So data loss is very limited. Our crucial data is on top class FC Raid systems (redundant controllers, fans, power units all hot swappable).
Invest in a good reliable Raid system including enterprise HD's within the manufacturers specs - you'll never regret it.
If your data on the LaCie is crucial to you, then buy another 5big and put your drives in (put it in the right place) it should work.

cheers

Rainer

factstory
Rainer Wirth
phone_0049-177-2156086
Mac pro 8core
Adobe,FCP,Avid
several raid systems


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James Cordell
Re: Lacie 5big Thunderbolt 2 BEEPING SOUNDS!!
on Feb 19, 2015 at 5:20:47 pm

The only problem with that concept is that the beeping sounds happened with all 4 drives that I've had, almost right out of the box. If they have that many fans failing right out of the box, then they have a serious problem. However, I just think it's a bug with the RAID Manager software that I can't believe they haven't found. So weird!!


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Thomas Frank
Re: Lacie 5big Thunderbolt 2 BEEPING SOUNDS!!
on Feb 19, 2015 at 8:58:36 pm

maybe CalDigit would be a better solution?



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James Cordell
Re: Lacie 5big Thunderbolt 2 BEEPING SOUNDS!!
on Feb 19, 2015 at 9:09:29 pm

Have you had a good experience with them Thomas? I've heard of them but they're kind of off the the radar not being on the box store websites. Price is comparable to the Lacie as well.


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Marie Martine
Re: Lacie 5big Thunderbolt 2 BEEPING SOUNDS!!
on Mar 23, 2015 at 1:30:59 pm

Hello!
I bought my unit in septembre 2014. I am having the exact same problem.
The first one I received was defective, I returned it to receive one more defective unit.
They have the same problem...a loud beeping sound when I powered up my iMac.
A flashing red light in the front of my LaCie 5Big thunderbolt 2 with 2 or 3 Loud buzzing sound.
Sometime there is no beeping at all.
I contacted LaCie support and they want me to send my unit back for a replacement.
Like you, I updated the firmware and the LaCie Raid Manager; but that didn't solve the problem.
Now here is my concern: It will cost me almost 100$ to send this product back to LaCie. They don't want to afford the cost.
I am worried to received an other defective unit with the same problem.
I am tired to move all my files back and forth to different hard drive. and tired of packing and sending the defective bran new product back.
Since the very beginning I have this problem right out the box with 2 units.
This is ridiculous, they are not cheap over 1500$ for a Raid with problem that they can't solve.
Any body have good experiences?
Because I don't want to keep spending time and money if I keep receiving defective unit.
Thank you!


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James Cordell
Re: Lacie 5big Thunderbolt 2 BEEPING SOUNDS!!
on Mar 23, 2015 at 8:46:19 pm

Finally!! Someone with the same issue. I had 3 replacement units shipped to me at no cost. So your case should be the same I would think. They do ask for CC to charge if you don't send it back of course. Could be your location too I suppose. I'm in Minnesota, so could be cheaper for them to ship to me than wherever you're at.

With that said though. As of my last replacement I haven't had the beeping. BUT I also cannot get the Lacie RAID Manager software to see my drive. So something tells me that the software is the reason for the beeping. (A bug if you ask me!) Below was my last message from them but I have yet to move forward because I'm too busy needing to work and not be bothered with this petty problem. I'm also confused that I'm just now being directed to the "Advanced Technical Support Team" after my 3rd replacement. And I also have to call them and not the other way around.

Good morning,

I've really appreciated your time on this matter, but given that everything up to and including this point has failed, I believe that at this point it would be prudent to go over the matter with our Advanced Technical Support team. You may contact Support at (855) 588-8520 Option 2 (Mon-Fri 7:00AM-5:00PM PST Fridays closed 2PM to 2:30PM PST). Please be sure to refer to ticket number 103658991 when you call in. Otherwise we can continue here as necessary

Kindest regards.

- Jon A.


Now I have to just deal with the drive because I can't return it to BH. The drive works perfect otherwise. But wishing I would have gone with a G-Tech to avoid this ridiculous run-around. Sorry I don't have better news. Good luck with your's! (Also see attached my running convo with the support team. Maybe there's something in there that will work for you. Interactions with support have been just fine and cordial but lacking in any real help.)

8676_laciesupportticketfor5bigtb2.pdf.zip


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Rainer Wirth
Re: Lacie 5big Thunderbolt 2 BEEPING SOUNDS!!
on Feb 20, 2015 at 9:58:47 am

The fans are in the chassis not in the drives,
the drives are okay. It's the controller of the 5Big.
cheers

Rainer

factstory
Rainer Wirth
phone_0049-177-2156086
Mac pro 8core
Adobe,FCP,Avid
several raid systems


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