# Troubleshooting Universal Copy Server error on the NextSeq 500/550 (NCS 4.0+)

The following message can appear when initializing NextSeq Control Software (NCS):

"The following required software is either not installed or not running. Sequencing cannot be performed until this problem is fixed. Contact Technical Support. Universal Copy Service."

![](https://761066130-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FGM9W2DuBTgEXv1ClCm8H%2Fuploads%2Fgit-blob-44f3bc66846e4310c22390004b23c8d426fed705%2Fimage1.jpg?alt=media\&token=a788b730-dfda-4698-8b94-910a6cc3be57)

**Troubleshooting options available:**

1. The Universal Copy Service (UCS) error can be transient; power cycle the instrument.

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

2. If the Windows password was updated recently, update the sbsuser credentials for UCS and Local Run Manager (LRM) Services.

* For information on updating credentials, search for Knowledge Base article **Updating Windows 10 credentials in NCS v4.0.1.+, MNCS v2+, MCS v4+**

3. If there was no change in credentials, move old .json files with the following steps.

* Close NextSeq Control Software (NCS).
* Stop Universal Copy Service.
  * Open task manager > Navigate to Services > Locate Universal Copy Service > Right click > Select **Stop**.\
    \- **Note**: The task manager may need to be launched as administrator.
* Navigate to C:\ProgramData\\\*\Illumina\UniversalCopyService\Runs (Program data may be hidden) and check to see if there are any old files (eg, .json) present.
* If old files are present in the run folder, create a folder called 'ArchivedRuns' and transfer all the files to this folder, so the runs folder is clear.
* Re-start Universal Copy Service.
  * Open task manager > Navigate to Services > Locate Universal Copy Service > Right click > Select **Start**.
* Restart NCS.

4. If the above options do not resolve the error, contact [Illumina Technical Support](https://www.illumina.com/company/contact-us.html#/united-states/technical-support) for further assistance.

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| *For any feedback or questions regarding this article (Illumina Knowledge Article #2770), contact Illumina Technical Support* [*techsupport@illumina.com*](mailto:techsupport@illumina.com?subject=Question%2FFeedback%20Regarding%20Illumina%20Knowledge%20Article%20#000002770%20-%20Instrumentation%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* |