# 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)."

![](https://761066130-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FGM9W2DuBTgEXv1ClCm8H%2Fuploads%2Fgit-blob-6d4f2b7cb43c9c02f000c5eae89414044d462fe2%2Fimage1.png?alt=media\&token=a8463552-b006-4c3e-89ba-b9ae4efa9d3d)

**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.
  * Note: If all SATA disks listed have a green check mark, proceed to steps in **Clearing the RAID notification from the control software**.
* Check the status located under 'Disk Properties.'

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

  ![](https://761066130-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FGM9W2DuBTgEXv1ClCm8H%2Fuploads%2Fgit-blob-c83ab397b7d9c78496e9637c72001716e4bd4167%2Fimage2.png?alt=media)

2. 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.'

  ![](https://761066130-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FGM9W2DuBTgEXv1ClCm8H%2Fuploads%2Fgit-blob-ec1b3373bacf9dff4a49f02bbc136d6b80b5bbc8%2Fimage3.png?alt=media)

**Clearing the RAID notification from the control software:**

**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](https://www.illumina.com/company/contact-us.html#/united-states/technical-support) to setup a desktop share connection or to schedule a visit from an Illumina Field Service Engineer.

For **NCS v1.3**, open the NextSeq Control Software (NCS).

* Select **Manage Instrument** from the home screen.
* Select **Clear** for the RAID Notification.
* Select **Yes** to acknowledge the prompts.
* Return to the NCS home screen.
* If the RAID warning has cleared from the control software notifications, then the issue has been resolved and the system is ready for sequencing.

For **NCS v2.2**, 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).

  ![](https://761066130-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FGM9W2DuBTgEXv1ClCm8H%2Fuploads%2Fgit-blob-5a42f781dd7c852e0cd751e1f66f1f6ccc358d3c%2Fimage4.png?alt=media)
* Restart the NextSeq Control Software.
* If the RAID warning has cleared from the control software notifications after NCS initialization, then the issue has been resolved and the system is ready for sequencing.
* If the RAID notification remains, contact [Illumina Technical Support](https://www.illumina.com/company/contact-us.html#/united-states/technical-support).

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| *For any feedback or questions regarding this article (Illumina Knowledge Article #1688), contact Illumina Technical Support* [*techsupport@illumina.com*](mailto:techsupport@illumina.com?subject=Question%2FFeedback%20Regarding%20Illumina%20Knowledge%20Article%20#000001688%20-%20Instrumentation%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* |