LaCie SSD password wont open

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Level 1

8 points

LaCie SSD password wont open

Since a software update to Monterey 12.4 I cannot open my LaCie SSD. It has become read-only. On entering the password, I get the message:"Empty password'. I cannot find any reference to this in support material.

The SSD drive icon is showing on the desktop. It just will not open. I also have another external drive permanently plugged in: a Lacie External Portable Mobile Drive. This is working fine. I have re-installed the Seagate Toolkit Software. It made no difference. It reinstalls the driver and then requires a restart. The SSD mounts on the desktop. But it is locked. I am certain I am entering the correct password. . I have only had the SSD for a few months. It has always opened prior to the Monterey update. (My computer is an iMac 27"Retina 5K.) I would be grateful for any help with this.

iMac, OS X 10.11

Posted on May 30, 2022 2:00 PM

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Answer 1

Top-ranking reply

HWTech

Community+ 2026

Level 9

69,872 points

Jun 1, 2022 4:02 PM in response to piano21

If you are using the SSD's built-in hardware encryption feature, then you will need to use the LaCie proprietary software to unlock/disable the encryption. Do you have access to another Mac which has not been updated, or can boot from an older version of macOS, or run an older version of macOS in a Virtual Machine, or have a Windows PC to use which can run the LaCie software? If so, then use that system to disable the SSD's built-in hardware encryption, otherwise you will need to wait until LaCie provides an updated app (or maybe the next macOS update will fix it -- I wouldn't hold my breath on the latter option).

If you want the external drive encrypted, then you can check out the macOS native built-in software encryption options. If you need to share this drive with a Windows system, then you can utilize the third party software encryption method provided by Veracrypt, but this option will still have the risk of breaking with a macOS update/upgrade.

Otherwise there is no reason to use any third party app to manage the external drive.

If you are not using the SSD's built-in hardware encryption, then I'm not sure what is asking for the password.

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Answer 2

piano21 Author

Level 1

8 points

Jun 6, 2022 10:45 AM in response to patrick07124

Brilliant. Solved. Thank you so much. I downloaded Lacie Toolkit onto my old iMac that is still running El Capitan. (Glad I didn't get rid of it.) This in itself did not solve the issue because I still could not open the SSD in order to disable the security. So I then downloaded the Seagate Security software - which I was reluctant to do, because this was the cause of the problem in the first place. I was then able to open the SSD and access the 'Disable' button - despite the fact that the SSD icon was still not visible on the desktop. I was then able to disconnect the SSD from my old Mac and connect it to my more recent Mac that is running OS Monterey 12.4. And there it is on my desktop - without the need of a password. So, it has taken may hours to resolve. But I am hugely grateful to Patrick07124 and everyone else that came forward on this Community site with possible solutions. I am most grateful.

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Answer 3

Jun 6, 2022 8:43 AM in response to piano21

What does "Empty password" mean?

me: it is simply a bug, the system thought users didn't input anything at the password inbox

I plugged in the SSD. It appeared on the desktop. I entered the password. (And I know it is the correct password.) It disappeared off the desktop, never to be seen again. It is visible - but as read only disc - in Disc Utility. But it will not mount. (System Preferences - Allow Apps downloaded from App Store and identified developers - is ticked)

me: download ToolKit from the LaCie website ((https://www.lacie.com/support/software/toolkit/?stxLoc=en-us)) to your old Mac running EI Capitan and then use ToolKit to disable encryption (follow the steps here: https://www.lacie.com/as/en/manuals/software/toolkit/secure/#reset-password)

I am sure my solution will solve the problem

Lacie have been conspicuous by their silence - other than an unhelpful phone call from a representative in Puerto Rico

me: I have contacted LaCie/Seagate; they say they will reply me by email; I think they are already aware of this issue triggered by MacOS 12.4; either MacOS or ToolKit needs to update to solve this bug

And that Lacie will refund my money or replace the SSD if they cannot fix it

me: your encrypted SSD has been working fine up until the MacOS 12.4 update, right? if yes, then you don't need a refund or replacement; just either (A) use an older MacOS to disable encryption or (B) wait for an update of ToolKit or MacOS

I think LaCie/Seagate is not to be blamed here as the bug was triggered by MacOS 12.4

but this is a good lesson for us: use the MacOS built-in Disk Utility to encrypt external drives to avoid potential compatibility issues triggered by system updates

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Answer 4

Jun 6, 2022 9:23 PM in response to piano21

Brilliant. Solved

me: good to know my solution works in practice not just in theory; the blocker for me is I do not access to an older MacOS

I downloaded Lacie Toolkit onto my old iMac that is still running El Capitan. (Glad I didn't get rid of it.) This in itself did not solve the issue because I still could not open the SSD in order to disable the security. So I then downloaded the Seagate Security software - which I was reluctant to do

me: after downloading the Toolkit, there are a stream of steps/actions (e.g. downloading an extra extension) to take before users can configure security settings; I don't understand where your hesitance/reluctancy was coming from; you must have downloaded Toolkit and taken the subsequent steps/actions (e.g. downloading an extra extension) before you encrypted and password-protected your SSD in the first place

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Answer 5

May 31, 2022 11:43 AM in response to piano21

Have you downloaded the most recent version of the LaCie software?

Since you appear to be using the third party LaCie software to manage the external drive, then your only option will be to do as @den.thed suggested since it is a LaCie support issue.

FYI, it is best to let macOS manage external drives by using a native built-in file system such as HFS+, APFS, or exFAT. Using third party proprietary software for managing a drive risks having issues like you are encountering after a simple macOS update.

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Answer 6

Jun 5, 2022 7:32 PM in response to piano21

I have exactly the same problem with you after updating to macOS 12.4 yesterday 2022-Jun-05

Toolkit app > showing blank and not allowing user to input password

Unlock Drive app > accepting user to input password but returning message [empty password] in response to my inputting the correct password

I have raised the issue to LaCie Support just now

Have you solved your problem already?

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Answer 7

den.thed

Level 10

92,272 points

May 30, 2022 4:05 PM in response to piano21

Start at > https://www.lacie.com/support/kb/unlock-drive-for-mac-cannot-be-opened-because-it-may-be-damaged/

If that doesn't help, then you need to contact > https://www.lacie.com/support/ for a solution.

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Answer 8

piano21 Author

Level 1

8 points

May 31, 2022 6:51 AM in response to den.thed

The message I get usingUnlock drive for Mac is " Empty password'. I do not know what this means. I have re-installed the driver several ties, I have re-installed Toolkit. But I just keep going round in circles. Toolkit informs me that the SSD is a Secure Drive (Locked).

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Answer 9

piano21 Author

Level 1

8 points

Jun 1, 2022 2:34 AM in response to HWTech

Thank you. This is helpful. I downloaded the most recent version of LaCie software, but the SSD still will not open. The software that manages the security aspect and that came with the drive is Seagate Secure through which you are advised to 'Set up a password to lock and unlock your drive'. I shouldn't have bothered. I reported this to LaCies Support. I eventually received a phone call from an "Agent' in Puerto Rico. (!) He said others had experience the same issue and that I would receive a notification eventually. I am still waiting.

Thanks again.

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Answer 10

piano21 Author

Level 1

8 points

Jun 1, 2022 9:54 AM in response to ku4hx

Thank you. I have been running a LaCie Mobile 4TB as my Time Machine Back Up. This continues to function. without any issues. I bought the SSD as an additional back up. The mistake was obviously using the Seagate Secure software that came with it - and that, on reflection, I didn't need. Now I am permanently locked out and it doesn't look too hopeful that LaCie can fix this problem. I will keep at them until I get a satisfactory response.

Thanks for your help - it is appreciated.

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Answer 11

piano21 Author

Level 1

8 points

Jun 6, 2022 8:17 AM in response to patrick07124

Hi. No, I have not solved this problem. You clearly have exactly the same problem. What does "Empty password" mean?

No-one seems to know. There have been some very helpful replies on this site. But none have solved the problem. The last response - from HW Tech (and I am really grateful for this and all the other responses) - suggested I boot from an older version of OS or even use a PC. So I dusted down my previous iMac out of the cupboard. This was running El Capitan. I plugged in the SSD. It appeared on the desktop. I entered the password. (And I know it is the correct password.) It disappeared off the desktop, never to be seen again. It is visible - but as read only disc - in Disc Utility. But it will not mount. (System Preferences - Allow Apps downloaded from App Store and identified developers - is ticked). So I then tried it on my wife's PC laptop. Exactly the same. Plug it in and it appears on the desk top. I entered the password into the app which appeared automatically "Unlock Drive for Windows".The password appears to be accepted. And then it disappears from the desktop, never to be seen again.

All I want is to be able to open the SSD on my iMac. And leave it open. I don't want it encrypted. Or anything else. Lacie have been conspicuous by their silence - other than an unhelpful phone call from a representative in Puerto Rico. (No, me neither.) I shall send them another text. I just want to know that someone is on the case. And that Lacie will refund my money or replace the SSD if they cannot fix it.

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Answer 12

piano21 Author

Level 1

8 points

Jun 7, 2022 2:57 AM in response to patrick07124

I think that's exactly what I did. The person that phoned me from LaCie in Puerto Rico said there had been many people reporting this issue and that LaCie would be in touch by e-mail. I think and email from them in response to my complaint saying they are working on it would have been helpful.

Anyway, for I solved this with much help from patrick07124 and others on this site.

Many thanks to all.

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Answer 13

ku4hx

Level 7

23,694 points

Jun 1, 2022 3:14 AM in response to piano21

Their software is completely unneeded. All the LaCie drives we've ever used worked perfectly with what macOS provides.

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LaCie SSD password wont open

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