Troubleshooting

The iScan Control Software iCS records system errors to a log file as they occur. If an error occurs, you can view error details in the error message box and in the log file. The log file also provides a record of system events that you can send to Illumina Technical Support for evaluation. For more information on log files, refer to Log Files.

Issues that can appear when using the iScan System fall into the following general categories:

• Registration Issues
• Auto-Alignment Issues
• iScan Reader Issues
• Image Quality Issues
• iCS Display Issues

If an error occurs when using the iScan System, an error message displays. To take a screen capture of the error message, press the Alt and Print Screen keys simultaneously. Open a Word or WordPad document, paste the image, and save the document. Send the document to Illumina Technical Support.

1. Email a description of the error to Illumina Technical Support. Attach a screen capture of the error when possible.
2. Attach the most recent event log files to the email.

The iCS event logs are saved to the following location on the local drive:

C:\Program Files(x86)\Illumina\iScan Control Software\Logs\

The most recent log file is iScanControlSoftware.00.log.

For more information on iCS event log files, refer to Log Files.

If using AutoLoader 2.x and the system was running in AutoLoader mode at the time of the error, attach the AutoLoader.log file. This log file is saved to the following location on the local drive:

C:\Program Files(x86)\Illumina\AutoLoader\

For more information on AutoLoader 2.x, refer to the AutoLoader 2.x User Guide (document # 15015394).