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."

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 for further assistance.

For any feedback or questions regarding this article (Illumina Knowledge Article #2770), contact Illumina Technical Support [e-mail].