“A component failed during sequencing" can indicate an instrument communication issue or a hardware failure. In some instances, the run can be restarted after power cycling the instrument. This bulletin provides step-by-step guidance on how to troubleshoot the instrument before contacting Illumina Technical Support.

Error occurs within the first 10 minutes of starting:

1. Confirm that the reagents are unpierced, and no run folder has been generated under C:\ProgramData*\Illumina\NovaSeq\NovaSeqTemp\.
2. If a run is being performed on the other side of the instrument, collect logs listed under “Files to Collect” section below and email Illumina Technical Support. Cluster and SBS cartridges can be refrozen one time at -20°C.
3. If the other side is idle, perform a power cycle and restart the run with same consumables.

*Note: The ProgramData folder may be hidden. To unhide it, select the View tab in the file explorer window and make sure that Hidden items is checked.

Error occurs mid-run:

1. If the other side is idle, perform a full power cycle on the instrument. If the instrument initializes successfully, you can continue sequencing on the side that did not have an error.
2. To troubleshoot the side that had a component failure error, collect logs and email Illumina Technical Support.
3. If instructed by Technical Support to perform a system check, follow the video instructions.

Files to collect:

1. Cycle logs: C:\ProgramData*\Illumina\NovaSeq\NovaSeqTemp\[run folder]\Logs (zipped)
2. Control Software Logs: C:\ProgramData*\Illumina\NovaSeq\NovaSeq Control Software\Logs (zipped)

*Note: The ProgramData folder may be hidden. To unhide it, select the View tab in the file explorer window and make sure that Hidden items is checked.

After the logs have been collected, contact Illumina Technical Support (techsupport@illumina.com) to determine next steps.