Troubleshooting "ix_exception_id_errno_exist: 'Already Exists' on command" on the NovaSeq 6000

The "ix_exception_id_errno_exist: 'Already Exists' on command" error on the NovaSeq 6000 generally indicates transient communications issues or hardware problems.

To Troubleshoot:

• Power cycle the instrument. For further information, search for Knowledge Base article How to Power cycle the NovaSeq 6000 System.

  • If NovaSeq Control Software fails to initialized, contact Illumina Technical Support.

• Perform the post-run wash.

• Collect the following files:

  • Cycle logs: C:\ProgramData\*\Illumina\NovaSeq\NovaSeqTemp[run folder]\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 collecting the logs, contact Illumina Technical Support ([e-mail]) to determine the next steps.

For any feedback or questions regarding this article (Illumina Knowledge Article #7035), contact Illumina Technical Support [e-mail].