# 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](https://www.illumina.com/company/contact-us.html#/united-states/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 (<techsupport@illumina.com>) to determine the next steps.

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