# Troubleshooting a buffer cartridge/tray stuck in the NextSeq 500/550

The buffer tray/cartridge is inserted in the NextSeq 500/550 on guide rails. Over time, the buffer tray can start to get stuck in the system, making it difficult for user to remove them. Also, if the sippers are not raised, the buffer tray cannot be removed.

**Troubleshooting steps:**

1. Use a flashlight to view the space between the top of the buffer cartridge and the top of the buffer cartridge compartment to confirm if sippers are raised. If sippers are not raised, restart the NextSeq Control Software.

* If unable to raise sippers after restarting the NextSeq Control Software, power cycle the NextSeq 500/550.\*

2. Once the sippers are raised, apply a little force to attempt to move the tray out.
3. If the tray still cannot be removed, or has become progressively worse, contact [Illumina Technical Support](https://www.illumina.com/company/contact-us.html#/).

\*For further information, search for Knowledge Base article **How to Perform a NextSeq 500/550 Power Cycle**.

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| *For any feedback or questions regarding this article (Illumina Knowledge Article #1668), contact Illumina Technical Support* [*techsupport@illumina.com*](mailto:techsupport@illumina.com?subject=Question%2FFeedback%20Regarding%20Illumina%20Knowledge%20Article%20#000001668%20-%20Instrumentation%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* |


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