Troubleshooting issues unloading reagents on a NextSeq 500/550

Sometimes during a wash or run setup the instrument may be stuck at the unloading reagent cartridge screen. This can be a communication issue between the hardware and software, preventing the reagents from unloading properly.

Troubleshooting steps:

• If the computer screen is not frozen:

  1. Exit back to Main Menu.

  2. Navigate to Manage Instrument and select Unload Consumables.

  3. If unable to unload, power cycle the NextSeq 500/550 and restart run/wash setup.

  4. If the issue persists, contact Illumina Technical Support.

• If the computer screen is frozen:

  1. Use Windows Task Manager to end NextSeq Control Software (InstrumentShell).

     1. Right-click on taskbar and select Task Manager.

     2. Or press Ctrl+Alt+Del on keyboard and select Task Manager.

  2. Initialize the NextSeq Control Software and proceed with wash/run setup.

  3. If issue persists, power cycle the instrument and restart wash/run setup.

  4. If issue still persists, contact Illumina Technical Support.

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

For any feedback or questions regarding this article (Illumina Knowledge Article #7434), contact Illumina Technical Support [e-mail].