Troubleshooting NovaSeq 6000 Control Software fails to initialize with Universal Copy Service error

The NovaSeq 6000 Control Software can fail to initialize with a Universal Copy Service (UCS) communication error. In certain control software versions, this may occur at 97% initialization. Error language: * Universal Copy Service is unable to copy run files to the output folder location. Check that all network cables are connected or contact Technical Support for help).

• Unable to communicate with Universal Copy Service. Exit application, then use Windows Task manager as administrator to close UCS before restarting.

  

Background and Potential Causes: If the control software is unable to establish communication with Universal Copy Service (UCS), the control software will fail to initialize. This can occur if there are runs that have stalled in the cleaning up state or if the UCS status was left pending prior to a control software upgrade.

Note: Error "Universal Copy Service is unable to copy run files to the output folder location. Check that all network cables are connected or contact Technical Support for help." can also occur mid run if connection to the output location is lost. If this is the case, please check the connection to network output location. File transfer will automatically complete once network connection is restored.

Two options to troubleshoot this issue are archiving or deleting the logs and runs folders. Troubleshooting steps:

1. Close the NovaSeq Control software

2. Open the Task Manager. If Universal Copy Service (UCS) is running, quit the UCS process from the task manager (named ucs.exe or universal-copy-service.exe).

3. Open C:\ProgramData\*\Illumina\Universal Copy Service,

• Option 1: Archive the existing logs and runs folders by moving these into a new "Archive" folder.

  • Optional: change all .json files in C:\ProgramData\Illumina\Universal Copy Service\Runs to "Run State: Done" before moving these to a backup/archive folder.

• Option 2: Delete the contents of the logs and runs folders.

1. Power cycle the NovaSeq 6000. For more information on power cycling, see the Knowledge Base article How to Power Cycle the NovaSeq 6000 System.

2. Restart the NovaSeq Control Software.

\*Note: The ProgramData folder may be hidden; to un-hide files, select the View tab in the file explorer window and verify “Hidden items” are checked.

For any feedback or questions regarding this article (Illumina Knowledge Article #2545), contact Illumina Technical Support [e-mail].