Troubleshooting Windows OS Crashes or Blue Screen Errors on Illumina Instruments

The following information can be used to troubleshoot Windows Operating system (OS) crashes on Illumina sequencing instruments that have resulted in a Blue Screen error (ie, "Blue Screen of Death" or BSOD)

This error can occur for multiple reasons due to rare hardware issues, Windows OS software errors, issues with installed drivers, anti-malware 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 the appropriate Illumina Knowledge Base article discussing specific power cycling procedures for that instrument.

If this is not the first time that 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

  • 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. Select the down arrow to display the Windows Logs

  3. Select Application, which loads 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) with the name "Applications".

  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) and name each event log appropriately ("Security" for Security events, "System" for system events)

  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)

• Check to see if a crash dump file was generated. It is possible there may be more than one, so verify the file has the same approximate datestamp as the crash event.

  • C:\Windows\Minidump

    • NOTE: These files tend to be small and can be sent by email

  • C:\Windows\CrashDump

    • NOTE for full CrashDump files, these can be large. Please contact Illumina Tech Support to request a file transfer link.

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