Troubleshooting a RAID error on the NextSeq 500/550

This error indicates an issue with the degrading of the Hard drive (HDD) RAID1 configuration on the NextSeq 500/550.

The error message states: "The RAID hard drive system has indicated a possible problem. Please contact Illumina Technical Support at 1-800-809-ILMN (+1-858-202-ILMN)."

Troubleshooting steps:

1. Open the “Intel Rapid Storage Technology enterprise” icon located in the lower right corner taskbar.

• Locate the SATA disk with a red cross in the Devices panel.

• Check the status located under 'Disk Properties.'

  • This may be shown as 'Failed' or 'At Risk (SMART Event).'

  

1. Select 'Mark as normal' (indicated by red arrow) and allow the instrument to repair the RAID1 configuration. It takes roughly 4 hours (strongly recommended not to perform any sequencing runs during these 4 hours).

• If the Disk Status is 'At Risk (SMART Event)', the 'Mark as normal' option will not be available for selection. Instead, select 'Suppress SMART event.'

  

IMPORTANT NOTE: The next steps are ONLY applicable for Windows 7/NextSeq Control Software (NCS) v2.2 and earlier:

• If operating on NCS v4.0 or later, Contact Illumina Technical Support to setup a desktop share connection or to schedule a visit from an Illumina Field Service Engineer.

1. For NCS v2.2 and earlier, open the NextSeq Service Software (NSS) from Windows (not from the Control Software). (Note: NSS is sometimes called NextSeq Manufacturing Software.)

• Select the instrument icon (indicated by a red circle).

• Select System Tools.

• Select Clear at the Clear RAID Notification (indicated by a blue circle).

  

1. Restart the NextSeq Control Software.

• If the warning message does not appear during NCS initialization, the issue has been resolved and the system is ready for sequencing.

• If the warning remains, contact Illumina Technical Support.

For any feedback or questions regarding this article (Illumina Knowledge Article #1688), contact Illumina Technical Support [e-mail].