Troubleshooting blank BaseSpace login screen during run setup for Windows 10 instruments (NextSeq 500/550, MiSeq, MiniSeq and Novaseq 6000)

During early stage of run setup in the Control Software (CS) for any of the Windows 10 based instruments, users may be presented with a blank white screen instead of the BaseSpace Sequence Hub login prompt.

Note: This issue will only impact users who are trying to send run data to BaseSpace Sequence Hub for Run Monitoring and/or Storage or Proactive for Instrument Health Data sharing. If not using BaseSpace, the user can still set up the run.

Possible causes:

• Time on instrument is incorrect (this is the most common cause).

• Ports for BaseSpace are being blocked.

• Universal Copy Service (UCS) is not running.

• IE cache not clear.

Troubleshooting steps:

1. Update time to the correct internet time.

   1. Search Time in Windows and select Change the data and time.

1. 1. Toggle Set time automatically and Set time zone automatically and confirm the time is correct.

1. Check that hosting location is selected in control software settings. If hosting location is already set, it may be necessary to re-save the hosting location:

   1. Navigate to Manage Instrument from the control software home page.

   2. Select System Configuration from Manage Instrument page.

   3. Select BaseSpace Sequence Hub Configuration from System Configuration page.

   4. Select a different hosting location from the one currently saved from the Hosting Location drop down list and select Save.

   5. To re-save the original hosting location, return to BaseSpace Sequence Hub Configuration and select the previously set hosting location from the Hosting Location drop down list, then select Save.

1. If time difference is large, it may be necessary to regenerate a Local Run Manager certificate:

   1. Open a web browser (by default is Chromium).

   2. Access https://localhost

   3. Select Tools from the upper left corner.

   4. Select System Settings.

   5. Navigate to the Certificates tab.

   6. Download and install the Local Run Manager certificate.

2. Confirm that all ports and domains required for BaseSpace are whitelisted.

   1. See Illumina Proactive Tech Note.

3. Confirm Universal Copy Service is running under Windows Task Manager (check the Services tab).

   1. If not running, close CS.

   2. In Task Manager, right click on UCS and Start the service.

   3. Re-open CS and restart run set up.

4. Clearing the Internet explorer (IE) cache.

   1. Close CS if it is running.

   2. Click the Internet Explorer icon on the desktop or search for it in the Start menu.

   3. Click the gear icon in the upper-right corner of the browser window.

   4. From the Tools dropdown, select Internet Options.

   5. In the Internet Options window, ensure the General tab is selected (it is the default first tab).

   6. Under the Browsing history section, click the "Delete…" button.

   7. In the Delete Browsing History window, check Temporary Internet files and website files. Optionally, select Cookies, History, and other items.

   8. Re-open CS and restart run set up.

Contact Illumina Technical Support for additional assistance if needed.

For any feedback or questions regarding this article (Illumina Knowledge Article #3666), contact Illumina Technical Support [email protected].