How to troubleshoot “A component failed during sequencing” error messages on the NovaSeq 6000

NovaSeq 6000 "Component failed during sequencing" error messages can indicate an instrument communication issue or a hardware failure. They may or may not call out a particular component. In some instances, the run can be restarted after power cycling the instrument.

Troubleshooting steps:

Error occurs within the first 10 minutes of starting:

1. Confirm that the reagents are unpierced and no run folder has been generated under C:\ProgramData*\Illumina\NovaSeq\NovaSeqTemp.

2. If a run is being performed on the other side of the instrument and if the instrument is connected to Proactive, provide the Run ID to Illumina Technical Support by email ([e-mail]). If the instrument is not connected, collect logs listed under “Files to Collect” section below and email Illumina Technical Support. Cluster and SBS cartridges can be refrozen one time at -20°C.

Error occurs mid-run:

1. If the other side is idle, perform a full power cycle (video format) on the instrument. If the instrument initializes successfully, you can continue sequencing on the side that did not have an error.

2. To troubleshoot the side that had a component failure error, collect logs and email Illumina Technical Support.

3. If instructed by Technical Support to perform a system check (video format), follow the video instructions.

Files to collect:

1. Cycle logs: C:\ProgramData*\Illumina\NovaSeq\NovaSeqTemp[run folder]\Logs (zipped)

2. Control Software Logs: C:\ProgramData*\Illumina\NovaSeq\NovaSeq Control Software\Logs (zipped)

*Note: The ProgramData folder may be hidden. To unhide it, select the View tab in the file explorer window and make sure that Hidden items is checked.

After the logs have been collected, contact Illumina Technical Support ([e-mail]) to determine the next steps.

For any feedback or questions regarding this article (Illumina Knowledge Article #1265), contact Illumina Technical Support [e-mail].