Troubleshooting

Use the following troubleshooting procedures for common instrument control computer issues. For additional support, contact Illumina Technical Support.

Mapped Drive and Network Storage Location Troubleshooting

Issue	Solution
User cannot see mapped drive or network storage location in control software (but can see them in Windows/File Explorer)	The control software on Illumina sequencing systems requires Universal Naming Convention (UNC) file paths, as demonstrated by the example below. \\Server\Shared_Folder\
Cannot see mapped drive or network storage location in Windows/File Explorer	Illumina sequencing systems can connect to network drive locations via several different protocols. If SMB protocol is being used, SMB2 or higher must be used, due to known vulnerabilities in SMB1. It is strongly recommended that you upgrade your network connection to SMB2 or higher, if that is not an option, contact Illumina Technical Support. Control computers using Windows 10 use the user name and password that were used for logging into the instrument as the default credentials for the network storage location as well. So, confirming with your network storage administrator that this user name and password combination is expected by the network drive may also resolve this situation.

Issue

Solution

User cannot see mapped drive or network storage location in control software (but can see them in Windows/File Explorer)

The control software on Illumina sequencing systems requires Universal Naming Convention (UNC) file paths, as demonstrated by the example below.

\\Server\Shared_Folder\

Cannot see mapped drive or network storage location in Windows/File Explorer

Illumina sequencing systems can connect to network drive locations via several different protocols.

If SMB protocol is being used, SMB2 or higher must be used, due to known vulnerabilities in SMB1. It is strongly recommended that you upgrade your network connection to SMB2 or higher, if that is not an option, contact Illumina Technical Support.

Control computers using Windows 10 use the user name and password that were used for logging into the instrument as the default credentials for the network storage location as well. So, confirming with your network storage administrator that this user name and password combination is expected by the network drive may also resolve this situation.

BaseSpace Sequence Hub Troubleshooting

Issue	Solution
Cannot connect to BaseSpace Sequence Hub from instrument control software	If the desired BaseSpace option (either instance or workgroup) is not available in the control software, this may be due to the instrument lacking the network access it requires to connect. It is recommended to first check if you can access BaseSpace Sequence Hub from a browser on the instrument and log in there. Check that the correct domains and ports are open on the instrument. Reference the site prep guide for your Illumina sequencing system.
Cannot see BaseSpace Sequence Hub instances	Check that the correct domains and ports are open on the instrument. Check that the firewall allow list includes the required endpoints. For details, refer to Control Computer Firewall.
Cannot locate BaseSpace Sequence Hub login screen

Issue

Solution

Cannot connect to BaseSpace Sequence Hub from instrument control software

If the desired BaseSpace option (either instance or workgroup) is not available in the control software, this may be due to the instrument lacking the network access it requires to connect. It is recommended to first check if you can access BaseSpace Sequence Hub from a browser on the instrument and log in there.

Check that the correct domains and ports are open on the instrument. Reference the site prep guide for your Illumina sequencing system.

Cannot see BaseSpace Sequence Hub instances

Check that the correct domains and ports are open on the instrument. Check that the firewall allow list includes the required endpoints. For details, refer to Control Computer Firewall.

Cannot locate BaseSpace Sequence Hub login screen