Decode File Client Troubleshooting Guide

This article reviews the system requirements for Decode File Client (DFC) and possible issues and solutions.

DFC System requirements DFC requires the following (or better):

• 64-bit CPU Computer/Workstation

• 64-bit (x64) Windows 7 or later

• Memory: 8 GB RAM or more

• Hard Drive: 30 GB or more of free disk space

• Network Connection: 1 Gigabit Ethernet (GbE) or faster

Installation requires user to be logged in with administrator privileges. User must have read/write permissions to the DFC installation directory and DMAP file download location. Use of DFC requires a MyIllumina account.

Firewall or Proxy Server Settings Contact institutional IT group to request access to the following IP addresses: Amazon S3 (cloud-based DMAP storage) Note: Amazon S3 has a range of IP addresses associated to the domains below that change frequently:

Name: https://s3.ap-southeast-1.amazonaws.com Name: https://s3.cn-north-1.amazonaws.com.cn Name: https://s3.us-west-2.amazonaws.com Required Illumina Servers and Ports Include these IP addresses in the allow list. 192.84.34.160 203.125.187.199 Ports: 80 and 443

Possible issues:

Computer System requirements are not sufficient for downloads. Solution: Refer to System Requirements for a computer setup.

Computer storage is insufficient. Running other programs, such as GenomeStudio, can also affect DMAP download speed. Solution: Confirm available space in the destination folder. Power cycle the computer to clear the cache memory. Quit other programs while downloading DMAPs.

DMAPs cannot be found using the Decode File Client.

Solution:* If logging in using Access by Account, make sure to log in with the account that purchased the BeadChips.

• Log in using Access by BeadChip.

  • If using BeadChip/order information does not work, contact [e-mail] to verify the purchase order, sales order, or box IDs being used.

• Check the BeadChip expiration date.

  • The expiration date of most Infinium BeadChips is one (1) year from the date of manufacture. The DMAP file must be downloaded within one (1) year after the BeadChip expires.

  • For 24-sample Infinium HTS BeadChips manufactured after July 1, 2022, the expiration date is eighteen (18) months from the date of manufacture. The DMAP file must be downloaded within six (6) months after BeadChip expiration.

  • If the DMAP file is not downloaded within the retention period of two (2) years after the manufacture date, the DMAP is deleted from the server and cannot be retrieved, so analysis of the BeadChip is not possible.

Too many DMAPs**** are selected to download (or access) at once. The maximum number will vary based on setup and file size. Solution: Load files in smaller batches.

• If using a Purchase Order # as the primary identifier, check how many BeadChips are associated with that PO#. Greater than 300 BeadChips per download will either slow download or completely inhibit access to the BeadChip list.

• Use the Box ID as the Primary identifier and the BeadChip barcode as the Verification identifier.

• Tip for Primary Field vs Verification Field: entering the barcodes or box IDs in the Primary Field limits your results to those items, whereas entering the PO/SO in the Primary Field gives you all items within that order. For PO/SO with a large number of items in the order, the PO/SO may be better suited as the Verification Field rather than the Primary Field.

Timeout errors. Solution: Download files in smaller batches.

Unable to access server using Decode File Client Solution: reconfigure the network. Troubleshooting: Perform ping and tracert to DMAP server, then send results to [e-mail].

1. Type 'cmd' (without the quotes) in the Windows Start Menu search field to launch the command prompt.

2. Ping the DMAP server to verify connectivity.

• In the cmd window, type (without the quotes): 'ping dmapna.illumina.com' and press enter.

1. Take a screenshot of the new lines of text that show up after pressing enter; or copy/paste them into an email to Illumina Technical Support ([e-mail]).

4. Tracert is short for trace route. This tracing tracks the route that packets of information use to transit across the network to reach the destination (DMAP location).

• From the cmd window launched in Step 1, type (without the quotes) ‘tracert dmapna.illumina.com’ and press enter.

1. ​​​​​Take a screenshot of the new lines of text that show up after pressing enter; or copy/paste them into an email to Illumina Technical Support ([e-mail]).

Local Network Speed has slowed. The time of day and downloading to a server versus a local computer may affect download speed. Solution: Contact institutional internal IT department. Illumina recommends that the downloading computer have at least a 1 GbE network connection.

For additional information, refer to Decode File Client Software Guide.

For any feedback or questions regarding this article (Illumina Knowledge Article #1426), contact Illumina Technical Support [e-mail].