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How to troubleshoot ‘The instrument encountered a thermal coolant error’ on the NovaSeq X/X Plus

**Error Message**: “ Critical System Error: The instrument encountered a thermal coolant error. Please shutdown the instrument and contact Illumina Technical Support”.**
Troubleshooting Steps:
  1. 1.
    Contrary to the error statement, do not immediately power cycle the instrument.
  2. 2.
    Collect the following Logs depending on error context:
    1. 1.
      If during a sequencing run, collect the file from /usr/local/illumina/runs//Logs
    2. 2.
      If during initialization or instrument idle, collect the novaseq-x-series-control-software folder in the /usr/local/illumina/logs directory.
  3. 3.
    Contact Illumina Tech Support for next steps to troubleshoot this issue.
For any feedback or questions regarding this article (Illumina Knowledge Article #8271), contact Illumina Technical Support [email protected].
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