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.

  • 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).'

  

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.'

  

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 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).

  
• 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.

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