BaseSpace and Proactive outage resource page

This article outlines several causes and solutions for issues that can be seen in BaseSpace Sequence Hub (BSSH) or that may be related to Proactive.

Potential Issues

BaseSpace is showing an Error code, what does it mean?

• 50X - Refer to status.illumina.com to see if Service is operating normally at this time.

• 403 - The current logged in user does not have the appropriate permissions to view or access the content. Make sure that the run or project has been shared with the user, or the correct workgroup has been selected for access.

A run upload is stuck or stalled

• If a run has completed but seems to not be uploading, restart (power cycle) the instrument.

• If the run still does not upload, Restart Universal Copy Service (UCS) on the instrument. Additional resources for the NextSeq 1000/2000 and the NovaSeq 6000 are also available.

The instrument “Cannot initiate communication with Universal Copy Service.”

• For troubleshooting steps, see Troubleshooting "Cannot initiate communication with Universal Copy Service" error.

The MiSeq is taking longer than normal to initialize and it may be stuck

• This may be related to the Proactive service that allows Illumina support to review runs remotely. For further assistance, see Troubleshooting MiSeq Control Software (MCS) v4 stalling during initialization.

My NovaSeq 6000 is showing the error "A component failed during sequencing"

• If a NovaSeq 6000 is displaying "A component failed during sequencing" as an error, see How to troubleshoot NovaSeq 6000 “A component failed during sequencing” error during a Cloud Outage.

A run completed sequencing but failed to upload to BSSH; how to send the data to BSSH?

• If a run has failed to upload, upload it using BaseSpace Command Line Interface (CLI).

  • For more information, see How to use BaseSpace Command Line Interface (CLI) to upload run folders to BaseSpace Sequence Hub.

An analysis is running longer than normal, is it stuck?

• If an analysis is stalled or stuck, see What to do if a BaseSpace analysis is stuck or stalled running and follow the provided guidance.

A DRAGEN Analysis has said “Analysis Queued” for a while, why isn’t it analyzing?

• This typically indicates that the analysis is waiting in a queue of other DRAGEN analyses. If the analysis is canceled and relaunched it, the new analysis will be placed at the end of the queue and may take longer to complete.

How can I stay updated on the status of Illumina applications and manage notifications?

• The status of Illumina applications can be found on status.illumina.com and is updated regularly.

• Any user can select the "Subscribe To Updates" button to be notified of any updates that are pushed to this page.

• To manage notifications from this page, or unsubscribe from notifications, please see the article title How to manage status.illumina.com subscriptions.

For any feedback or questions regarding this article (Illumina Knowledge Article #7381), contact Illumina Technical Support [e-mail].