> For the complete documentation index, see [llms.txt](https://knowledge.illumina.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://knowledge.illumina.com/instrumentation/general/instrumentation-general-reference_material-list/000003400.md). # Sharing instrument performance data with Illumina Technical Support When contacting Illumina Technical Support for assistance, Illumina Technical Support can efficiently access the relevant Instrument Performance Data via one or more of the following applications: * [Proactive](https://emea.illumina.com/services/instrument-services-training/product-support-services/instrument-monitoring.html): 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](https://login.illumina.com/platform-services-manager/?rURL=https://basespace.illumina.com\&clientId=basespace\&clientVars=aHR0cHM6Ly9iYXNlc3BhY2UuaWxsdW1pbmEuY29tL2Rhc2hib2FyZA\&redirectMethod=GET#/): Share the run using the **Share** dropdown menu, then select **Get Link** to generate a URL to send to Illumina Technical Support. * [TeamViewer](https://github.com/illumina-swi/illumina-knowledge/tree/master/articles/Knowledge/Introducing-TeamViewer-for-Remote-Desktop-Share-with-Illumina-Support-Teams-support-bulletin/README.md): Permit Illumina Technical Support to remotely connect to the instrument by launching the TeamViewer QuickSupport application and providing the session ID and password. If your institutional policy does not allow the instrument to connect to the external network, or additional files are required by Illumina Technical 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 Technical Support. If the files are too large to attach, contact 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 Technical 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 into a new folder. * Zip/compress the new 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 selecting **Send to** followed by selecting **Zip Compression**. * 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 Technical Support is provided below for each instrument. **iSeq 100** ![](/files/BdW7SfE1fptg5lmWfZZf) \*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** ![](/files/oaM6xPFghxbttkrMZuxd) \*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** ![](/files/uV1IPcNBjF7N78zG3AGm) \*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** ![](/files/DEBqKZW2jgqEqVMsOu8t) \*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** ![](/files/CBJn2un05CaI5aVDKdf8) **NovaSeq 6000** ![](/files/Wt75xfd1tvigC4oqGbTd) \*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. **NovaSeq X Series** \*\* ![](/files/LrrvRQ1tyTfV0f6p4qVY)\ \*\* \ \ \
| | | :--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------: | | *For any feedback or questions regarding this article (Illumina Knowledge Article #3400), contact Illumina Technical Support* [*techsupport@illumina.com*](mailto:techsupport@illumina.com?subject=Question%2FFeedback%20Regarding%20Illumina%20Knowledge%20Article%20#000003599%20-%20Instrumentation%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* | --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://knowledge.illumina.com/instrumentation/general/instrumentation-general-reference_material-list/000003400.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.