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Sharing instrument performance data with Illumina Support

When contacting Illumina Support for assistance, Illumina Support can efficiently access the relevant Instrument Performance Data via one or more of the following applications:
  • Proactive: Select Send Instrument Performance Data to Illumina in the control software before starting a run. Provide the Run ID to Illumina Support to facilitate investigation.
  • BaseSpace Sequence Hub: Share the run using the Share dropdown menu, then select Get Link to generate a URL to send to Illumina Support.
  • TeamViewer QuickSupport: Permit Illumina Support to remotely connect to the instrument.
If your institutional policy does not allow the instrument to connect to the external network, or additional files are required by Illumina Support for investigation, send less than 50 Mb of data directly by attaching to an email. Only email attachments less than 50 Mb can be received by Illumina Support. If the files are too large to attach, contact [email protected] and request a file transfer link to upload the files to a secure location. If your institution requires an alternative method for transferring files, provide the instructions to Illumina Support to access the files.
Investigation can be expedited if relevant files or folders, depending on the type of issue, are already collected for transfer.
  • To easily send the data, any of the required files or folders can be copied to a new folder.
  • Zip/compress the folder to maintain the original file structure.
  • Some instrument systems have a zipping function built in that can be accessed by right-clicking on the file and choosing to send files to a compressed folder.
  • Files can also be zipped by using programs such as WinZip or 7zip.
A list of different files and their locations that may be requested by Illumina Support is provided below for each instrument.
iSeq 100
*\Clustering failure is indicated by an error observed at cycle 7 if running iSeq Control Software v1.4 or higher. If running v1.3 or lower, a cluster failure is indicated by a drop in intensity at cycle 9 and 0% PF (clusters passing filter).
\\The ProgramData folder may be hidden. To un-hide files, select the View tab in the File Explorer window and make sure Hidden Items is selected.
MiniSeq
\*Cycle 1 failure is indicated by all cameras becoming disabled at cycle 1 due to an inability to detect clusters.
\*\*The ProgramData folder may be hidden. To un-hide files, select the View tab in the File Explorer window and make sure Hidden Items is selected.
MiSeq
\*Cycle 1 failure can be indicated by one of the following errors observed at cycle 1: Best focus not found; Best focus is too near edge of range; No usable signal found, it is possible clustering has failed; Through-focus peak did not exceed SNR threshold; Z Motor attempt to move outside soft limits.
NextSeq 500/550
*\Cycle 1 failure is indicated by all cameras becoming disabled at cycle 1 due to an inability to detect clusters.
\\The ProgramData folder may be hidden. To un-hide files, select the View tab in the File Explorer window and make sure Hidden Items is selected.
NextSeq 1000/2000
HiSeq 1000/1500/2000/2500
HiSeq 3000/4000/X
NovaSeq 6000
\*The ProgramData folder may be hidden. To un-hide files, select the View tab in the File Explorer window and make sure Hidden items is selected.
For any feedback or questions regarding this article (Illumina Knowledge Article #3400), contact Illumina Technical Support [email protected].
Last modified 25d ago
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