# 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](https://www.illumina.com/company/contact-us.html#/).
* **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](https://www.illumina.com/company/contact-us.html#/).

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

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| *For any feedback or questions regarding this article (Illumina Knowledge Article #7434), contact Illumina Technical Support* [*techsupport@illumina.com*](mailto:techsupport@illumina.com?subject=Question%2FFeedback%20Regarding%20Illumina%20Knowledge%20Article%20#000007434%20-%20Instrumentation%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* |


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