Troubleshooting Windows OS Crashes or Blue Screen Errors on Illumina Instruments

Use the following troubleshooting information if the Windows Operating System (OS) on an Illumina sequencing instrument has crashed or is presenting a Blue Screen error (ie, "blue screen of death").

This error can occur due to Windows OS errors, issues with installed drivers, anti-virus scans, or automatic Windows Updates that prompt for a reboot on completion. For platforms running Windows 7, this will typically present as the instrument returning to the Control Software home screen or the Windows 7 Desktop. For platforms running Windows 10, the instrument will often be on the Windows 10 login screen.

Troubleshooting Actions

If this is the first occurrence of the issue:

1. Power cycle* the instrument .

2. If the instrument re-initializes successfully, proceed with a normal workflow on the instrument and monitor for persisting issues.

3. If the instrument does not initialize successfully or if this is not the first occurrence, contact Illumina Technical Support for further assistance.

*For further information, search for Knowledge Base article discussing specific power cycling procedures based on the instrument.

If this is not the first time the Windows OS has crashed or presented a Blue Screen error, contact Illumina Technical Support with the information:

• When did the Windows OS error occur (was it mid-run, during a wash, was the instrument idle, etc.)?

• Was the instrument computer screen at the Control Software home screen or Windows OS login, or was the screen black?

• A screenshot of the installed programs:

  • From the Windows start menu, search for Control Panel, then select Programs and Features and take a screenshot of the list of installed programs.

• A screenshot of any recently installed Windows Updates:

  • From the Windows start menu, search for Control Panel, then select Programs and Features then select View installed updates

• If the error occurred mid-run, collect the Cycle logs

  • iSeq 100: D:\Illumina\iSeq Runs[Runfolder]\Logs

  • MiSeq: D:\Illumina\MiSeq Temp<Run_Folder>\Logs

  • MiniSeq: D:\Illumina\MiniSeq Sequencing Temp<run folder>\Logs

  • NextSeq 500/550: D:\Illumina\ NextSeq Control Software Temp <Run_Folder>\Logs

  • HiSeq 3000/4000/X : O:\Illumina\HiSeq Temp<Run_Folder> \Log

  • HiSeq 2500: D (Side A) or E (Side B):\Illumina\HiSeq Temp<run folder>\Logs

  • NovaSeq 6000: C:\ProgramData\Illumina\NovaSeq\NovaSeqTemp[run folder]

• Windows Event logs

  1. Search for Event Viewer in the Start menu and open Event Viewer

  2. Click on the down arrow to show the Windows Logs

  3. Select Application, which will load a long list of errors, information, and warnings

  4. Save this event log by right clicking on Save All Events As… on the far right and save as an event file (.evtx)

  5. Once the Application logs are saved, save the Security and System logs the same way as the Application logs (see steps 3 and 4 above)

  6. Upload the Application, System, and Security logs to an email (if the files are too large to attach, request a file transfer link from Illumina Technical Support to upload the logs)

For any feedback or questions regarding this article (Illumina Knowledge Article #1447), contact Illumina Technical Support [e-mail].