Illumina Support may ask to perform a remote desktop share to aid in answering questions and troubleshooting issues on your device. This allows Illumina Support to view your desktop and share control of your mouse and keyboard. Different sharing tools are available, depending on which instrument and operating system you have.
TeamViewer is used for systems running a Linux operating system, while Go To Assist is used for systems running a Windows operating system.
Contact Illumina Support. A member of our Illumina Support Team will direct you to this page and provide a unique connection code. Enter the code and select Continue to initiate the screen-sharing session.
You will be prompted to download a small virus-free plug-in.
With your permission, your Illumina Support representative can view your screen and share control of your mouse and keyboard. You remain in full control of your computer at all times and can override control of your mouse and keyboard. You can end the screen-sharing session at any time.
Find the answers to security questions and system configuration requirements in our FAQ below. You can also view a demonstration of a screen-sharing session.
For your support representative to view your desktop, your computer should meet these requirements:
Yes, the plug-in is safe. We're as concerned as you are about this issue, so regular virus checks and updates are conducted. This helps us maintain our technology at the highest standard to ensure superior quality service. The warning message you might see on your screen is a default message displayed by your browser when you download executable files. You can feel confident using this plug-in.
The file size ranges between 329Kb and 580Kb.
The downloaded file stays on your computer; however, the file is useless without a new encryption key. To download a new encryption key, you need to initiate a subsequent session with a support representative. Screen-sharing sessions have to be initiated by you, not a support representative.
To use TeamViewer, you need to perform a one-time download of TeamViewer Quick Support, found at the following link. On the TeamViewer page, scroll down to the QuickSupport download. Do not download the TeamViewer for Linux found at the top of the page.
Illumina Support will prompt you to launch the TeamViewer QuickSupport application. After launching, provide Illumina Support with the ID and password shown in the QuickSupport application.
With your permission, your Illumina Support representative can view your screen and share control of your mouse and keyboard. You are in full control of your computer at all times. You can override control of your mouse and keyboard and end the screen-sharing session at any time.
Save the downloaded folder (teamviewerqs) to the desktop. To extract and launch the program, do the following:
Our newest sequencer, the NextSeq 1000/2000, runs on the Linux CentOS operating software. Our current desktop share application is not supported on Linux systems. To provide the best customer experience possible on the NextSeq 1000/2000, we are offering the use of TeamViewer for remote troubleshooting accessibility.
The TeamViewer ID is a unique ID that each computer is assigned after installing TeamViewer QuickSupport. This ID remains the same even if TeamViewer has been removed from the computer and re-added. The unique ID is required along with a password in order for Illumina Support to connect to your computer. For greater security, the required password changes every time the TeamViewer application is launched.
TeamViewer QuickSupport is a quick and easy way to connect to your instrument without requiring you to install any programs or obtain a license. The TeamViewer QuickSupoort Application is an executable application that only needs to be downloaded once. After TeamViewer QuickSupport is on the computer, you can launch the program and provide the TeamViewer ID and password to Illumina Support.
When using TeamViewer on the NextSeq 1000/2000 system, the compressed download is approximately 20 MB. After extraction, the file is approximately 40 MB.
For detailed security information, refer to the TeamViewer Security site.