Troubleshooting unable to locate D:\ drive or cartridge failed to unload error on iSeq 100

This issue has been observed after an iSeq 100 factory reset and/or a software re-install.

After a factory reset and/or software reinstall, sometimes it is not possible to exit out of the iSeq 100 Control Software (ICS).

Error: The system could not restore to a safe state prior to exiting, retry, if failure persists hold the button on the side of the instrument until the lights dim

• The above error usually coincides with other errors, such as:

  • Cartridge failed to unload. Retry unloading the current cartridge

  • Unable to connect to the D:\ drive

  • Process Management cannot display runs because the hard drive D:\ is missing

Troubleshooting steps:

1. Check if both error messages: “Cartridge failed to unload. Retry unloading the current cartridge” and “Unable to exit application…” coincide.

2. In ICS, navigate to Process Management and check for any errors similar to the “Unable to connect to the D:\ drive” error.

3. Check for drives to see if D:\ is present.

4. If D:\ drive is absent and instead E:\ drive is present, navigate to Disk Management (by right-clicking on the windows start button).

5. Change the drive letter from E: to D:

6. Restart Windows and reopen ICS.

For any feedback or questions regarding this article (Illumina Knowledge Article #5647), contact Illumina Technical Support [e-mail].