Blank BaseSpace login screen during run setup in control software on the iSeq 100

Background

This issue only impacts users who are trying to send run data to BaseSpace Sequence Hub for Run Monitoring and Storage or the Proactive Portal (a.k.a. Instrument Health and Data).

During run setup, the typical BaseSpace login screen within the control software may present as a completely blank screen.

Possible Causes

• Time or time zone on instrument is incorrect.

• Ports for BaseSpace are being blocked.

• Universal Copy Service (UCS), which is responsible for copying local data to output locations, may not be running.

Resolutions

• Update time to the correct internet time.

  • Search 'Time' in Windows and select Change the data and time.

  • Toggle 'Set time automatically' and 'Set time zone automatically' and confirm the time is correct.

• If time difference is large, it may be necessary to regenerate Local Run Manager (LRM) certificate.

  • Launch Local Run Manager via HTTPS.

  • From the dashboard navigation bar, select the Tools drop-down list, and then select System Settings.

  • Select the Certificates tab.

  • Select Regenerate the Certificate.

  • Restart the browser.

  • For more information, see Local Run Manager v4 product documentation.

• Confirm with local IT team that all ports and domains required for BaseSpace are on the allowed list. The required URLs are available here.

• Check if UCS is running (via Task Manager).

  • If UCS is not running, close the control software.

  • In Task Manager, right click on UCS and Start the service.

  • Open the control software and restart run set up.

If still unable to login into BaseSpace and the issue requires further troubleshooting, set up the run to be local as a bypass for the BaseSpace Login.

• In the control software, select the hamburger Menu > System Settings.

• Under Run Mode, select None for BaseSpace Sequence Hub Settings.

  

Once the run completes, contact Illumina Technical Support ([e-mail]) for additional assistance.

For any feedback or questions regarding this article (Illumina Knowledge Article #2611), contact Illumina Technical Support [e-mail].