How to troubleshoot NovaSeq 6000 Process Management errors

There are three types of errors/issues related to Process Management:

1. "Unable to start one or more processes in process management" error in the NovaSeq Control Software (NVCS).

2. Run listed as Running in Process Management tab even though the run is complete.

3. N/A icon is present in Process Management screen.

"Unable to start one or more processes in process management" error in NVCS

Possible root cause: This can occur after restarting Universal Copy Service (UCS) manually or when there are errors reading Universal Copy Service files.

Note: It can take up to 5 minutes for Process Management to detect that UCS is running and resolve the error message.

• If the issue persists after 5 minutes of starting the NovaSeq Control Software, restart Universal Copy Service manually:

  • Close NVCS.

  • Navigate to Task Manager and end task for ucs.exe or universal-copy-service.exe

  • Restart NVCS.

  • Wait 5 minutes after initialization to see if the issue persists.

• If the error reoccurs, contact Illumina Tech Support for the next steps.

Run listed still in running status in Process Management tab even though the run is complete

• Acknowledge the end of the current run in the control software and exit back to the home screen.

• If the issue persists (and there is not another run in progress):

  • Close and reopen NovaSeq Control Software (NVCS).

  • Perform a power cycle. For more information, search for Knowledge Base article How to Power Cycle the NovaSeq 6000 System.

• If the issue persists after the power cycle, contact Illumina Tech Support for the next steps.

If N/A icon is present in Process Management screen

• If a run is in progress: close the Process Management screen, wait 5 minutes and reopen Process Management (Note: Do not exit out of the Control Software as that will end the run in progress).

• If a run is not in progress: power cycle the instrument. For more information, search for Knowledge Base article How to Power Cycle the NovaSeq 6000 System?

• Once instrument and NovaSeq Control Software initialize successfully, reopen Process Management screen.

• if the issue persists, stop and restart Universal Copy Service manually. For more information, search for Knowledge Base article How to stop and restart Universal Copy Service manually on the NovaSeq 6000.

• If issue persists after power cycling and restarting Universal Copy Service manually, contact Illumina Tech Support for the next steps.

For any feedback or questions regarding this article (Illumina Knowledge Article #1296), contact Illumina Technical Support [e-mail].