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 list of the 8 most recent shutdown/reboots:

   1. Enter the following command: sudo last -n 8 -x shutdown reboot > ~/Desktop/shutdowns.log

   2. After entering the command, there will be a prompt for the ilmnadmin password (password typed will not show up and will look as if nothing as been typed)

   3. After the command has been accepted by the terminal a file titled shutdowns.log is present on the desktop to collect

2. Copy the messages logs to the desktop so they can be collected and reviewed:

   1. Type the following command: sudo cp /var/log/messages ~/Desktop

   2. Enter the admin password when prompted

   3. Update the permissions so the messages file can be collected and reviewed: sudo chmod 775 ~/Desktop/messages

3. Via terminal collect the dmesg log:

   1. Enter the following command: sudo dmesg -T > ~/Desktop/dmesg.txt

   2. Enter the admin password, when prompted

   3. After the command has been accepted by the terminal, a file titled dmesg.txt will be on the desktop to collect and review

4. 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].