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 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 with the files for further investigation.

For any feedback or questions regarding this article (Illumina Knowledge Article #3637), contact Illumina Technical Support [email protected].