> 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/000007067.md).

# Troubleshooting "Cannot initiate communication with Universal Copy Service" error

In cases of an internet outage or BaseSpace Sequencing Hub outage, instruments connected to Proactive will lose connection, which may present as control software initialization errors on MiSeq, NextSeq500/550, MiniSeq, and iSeq 100 sequencing systems:

"Cannot initiate communication with Universal Copy Service. Make sure the service is installed and started."

![](/files/4DWUPmWR52vmZFccQSpZ)

**To Troubleshoot:**

* Check if the last run completed copying to the output location by locating the file "CopyComplete.txt"in the **output run folder.**
* If the "CopyComplete.txt" file is **not** present, **manually** transfer the run folder to the output location.
* **Important: Only after the full run data is completely transferred to output location proceed with the following steps:**
  1. Close the control software. If unable to close by selecting **exit application** or **exit to windows**, close it through the task manager. The name of the process will be control software or instrument shell.
  2. Search for "task manager" in windows, then right-click, select **Run as administrator** and input admin password.
  3. Locate Universal Copy Service (UCS), right-click, and select **end task**.
  4. Go to folder C:\ProgramData\*\Illumina\UniversalCopyService\\
  5. Create a folder called "Archive" in C:\ProgramData\*\Illumina\UniversalCopyService\ and **move** all the files (do not copy the files as the process requires them absent from the main folder, but still archived), including any .json files, from the C:\ProgramData\*\Illumina\UniversalCopyService\Runs folder to the **Archive** folder.
  6. Restart the UCS by searching for Services in windows, then right-click, select **Run as administrator** and input admin password.
  7. Locate Illumina Universal Copy Service, right-click, and select **start**.
  8. Launch the control software. Power cycling of the instrument may be required if initialization fails with the same error.
  9. If initialization fails after power cycling, contact [Illumina Technical Support](https://www.illumina.com/company/contact-us.html#/).

\***Note**: The ProgramData folder may be hidden; to un-hide files, click on the **View** tab in the file explorer window and ensure **Hidden items** is checked.

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| *For any feedback or questions regarding this article (Illumina Knowledge Article #7067), contact Illumina Technical Support* [*techsupport@illumina.com*](mailto:techsupport@illumina.com?subject=Question%2FFeedback%20Regarding%20Illumina%20Knowledge%20Article%20#000007067%20-%20Instrumentation%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* |


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