Troubleshooting "Initialization failed due to a software connectivity problem." on the iSeq 100

This error typically occurs due to expired or incorrect credentials used for Illumina Services that mediate the instrument connection to a network output folder.

Typically, these Services are configured to log on as either sbsuser or sbsadmin, and these passwords expire every 180 days. If these credentials have expired and are not updated using either Local Run Manager (LRM) or the Services Application in Windows, the iSeq 100 Control Software will fail to initialize successfully.

For instructions on how to check if the Windows password has expired, search for Knowledge Base article How to Check when the Windows password was last updated or password expiration date?

How to update an expired Windows User password

1. Open the Windows Start menu, select the user icon, and select Log Out.

2. In the Windows Login screen, select the user whose password has expired and enter the current password.

3. Windows will notify the user that the password has expired and will prompt the user to update it (Figure 1).

4. Enter the current expired password, enter the new one, and confirm the new one (Figure 2).

5. If the new passwords match, the password will be updated, and the user will proceed with Windows login.

6. Once the password is updated, proceed to update the Illumina Services using either of the following instructions below in these articles:

   1. How to update Services password in Local Run Manager

   2. How to update Services password manually

Figure 1: Expired password notification prompt.

Figure 2: New password entry prompt.

LRM version 4.0:

How to update Services password in Local Run Manager

1. Open Local Run Manager (LRM) by selecting the Local Run Manager icon on the instrument desktop.

   1. If the LRM icon is not present, open Chromium, type localhost in the address bar, and press Enter.

2. If the LRM User Management feature is enabled, log in using an LRM Admin account.

3. In LRM, select the Tools menu, then System Settings (Figure 3).

4. In the System Settings screen, select the Service Accounts tab (Figure 4).

5. Under the Windows Account selection, enter the updated password in the Password field (Figure 4).

   1. The updated password must be for the user that is listed under the User Name field.

6. Select Save, then at the confirmation prompt, select Continue.

7. Restart the Control Software and confirm the iSeq Control Software initializes successfully.

   

Figure 3: The Tools > System Settings selection menu in Local Run Manager.

Figure 4: Service Accounts tab and password entry field.

Note: If LRM displays “Service Unavailable HTTP Error 503” on opening, contact Illumina Technical Support.

LRM version 1-3:

How to update Service passwords manually

1. Select the Windows icon in the lower-left corner of the screen, then type in Services.

2. When the Services App appears in the results, right-click and select Run as administrator (Figure 5).

3. If prompted, enter the local admin credentials in the pop-up window.

   1. The default local admin will be the sbsadmin account.

4. Under the Name column, scroll down to locate the following Illumina services (Figure 6):

   1. Local Run Manager Analysis Service

   2. Local Run Manager Job Service

   3. Universal Copy Service

5. Right-click on Illumina Local Run Manager Analysis Service, then select Stop.

6. Right-click again on Illumina Local Run Manager Analysis Service, then select Properties and navigate to the Log On tab (Figure 7).

7. Enter the updated password for the local user account listed next to This Account, and then enter the password again to confirm. Select Apply and OK.

   1. The local account will typically be either .\sbsuser or .\sbsadmin

8. In the Services application, right-click on Illumina Local Run Manager Analysis Service, then select Restart to start the service.

9. Repeat steps 4-6 for Illumina Local Run Manager Job Service and Illumina Universal Copy Service

10. Power cycle the system.

Figure 5: Running the Services application as an administrator.

Figure 6: The three Illumina services.

Figure 7: Entering the updated password under the 'Log On' tab.

If updating the Windows password using the steps above does not correct the initialization issue, contact Illumina Technical Support.

For any feedback or questions regarding this article (Illumina Knowledge Article #5802), contact Illumina Technical Support [e-mail].