> For the complete documentation index, see [llms.txt](https://knowledge.illumina.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://knowledge.illumina.com/instrumentation/nextseq-500-550/instrumentation-nextseq-500-550-troubleshooting-list/000001668.md).

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

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

**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 the sippers are raised. If the sippers are not raised, restart the NextSeq Control Software (NCS).

* If unable to raise sippers after restarting the NCS, power cycle the NextSeq 500/550 following the guidance in [How to Power Cycle the NextSeq 500/550](https://github.com/illumina-swi/illumina-knowledge/tree/master/articles/Knowledge/Instrumentation-NextSeq-550-NSQ-Power-Cycling/README.md).

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

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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#000001972%20-%20Instrumentation%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* |


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