# Troubleshooting an Unexpected Shutdown on the NextSeq 1000/2000

An unexpected shutdown on the the NextSeq 1000/2000 can occur for a range of reasons including: disk space problems, transient communication issues, or a third party software. If an unexpected shutdown has occurred on the NextSeq 1000/2000, please check the following:

* Perform a visual check of the instrument:
  * What is on the instrument screen?\
    \- If the screen is black, does it appear to be backlit?
  * Is the LED strip on or off?
* Was there a site wide power issue?
  * If so, how long was the power outage?
  * Is there a UPS (Uninterruptible power supply) connected to the instrument?
* Perform a full manual power cycle prior to proceeding:
  * Press and hold the power button on the side of the instrument to turn it back on.
  * When the instrument boots back up, perform a proper power cycle.\
    \- See [How to power cycle the NextSeq 1000/2000](https://github.com/illumina-swi/illumina-knowledge/blob/master/articles/Knowledge/Power-Cycling-on-the-NextSeq-2000?r=66\&ui-knowledge-components-aura-actions.KnowledgeArticleVersionCreateDraftFromOnlineAction.createDraftFromOnlineArticle=1) for instructions
* Collect the appropriate logs/files to send to Technical Support for further investigation.

**Collecting troubleshooting logs/files:**

Collecting files and logs requires logged in account ilmnadmin and the ilmnadmin password.

**Open the terminal and sign into ilmnadmin**

1. Open the terminal window by navigating to **Applications**, **System Tools**, then **Terminal**
2. If the instrument is logged in as ilmnuser enter the command: `su ilmnadmin`
3. Select "Enter"
4. A prompt to enter the ilmnadmin password appears. Enter the password.
   1. **Note**: The cursor does not move as the password is input.

**Collect files:**

1. Collect the sosreport:
   1. Type the following command: `sudo sosreport --batch`
   2. Enter the admin password when prompted.
   3. This creates a .tar.gz file and outputs the name and location of it (in /var/tmp)
   4. Update the permissions so the sosreport file can be collected and reviewed: sudo chmod 777 /var/tmp/
2. Via file navigation collect the control software logs folder: /usr/local/Illumina/Logs/nextseq1k2k-control-software

Contact [Illumina Technical Support](https://www.illumina.com/company/contact-us.html#/united-states/technical-support) with the files for further investigation.

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| *For any feedback or questions regarding this article (Illumina Knowledge Article #3637), contact Illumina Technical Support* [*techsupport@illumina.com*](mailto:techsupport@illumina.com?subject=Question%2FFeedback%20Regarding%20Illumina%20Knowledge%20Article%20#000003038%20-%20Instrumentation%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* |


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