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If there are any issues associated with your device or sequencing, please contact Technical Services.
To find our most common FAQs, please see the support section for MinKNOW here.
In most cases where troubleshooting is required, we recommend exporting your logs and sending them to Technical Services.
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To export logs:
For the PromethION 24/48, PromethION 2i, GridION and PromethION 2 Solo connected to a GridION:
- Click Export in the Export Logs section.
When you have successfully exported the logs, you will be notified of where they are located below the button. The logs will be downloaded as a TGZ file in the logs directory.
You can change the location of the logs by using the file manager, where you can easily retrieve them without needing SSH:
- Click on the file next to Logs exported to: in the Export Logs panel. This will open where the logs are located in the File Manager of MinKNOW.
- Use the control panel in the lower right corner of the File Manager to move the log files.
If the PromethION 2 Solo is connected to a stand-alone computer
Log files for each sequencing experiment can be found in:
Windows
C:\data\logsMac OS X
/private/var/log/MinKNOWLinux
/var/log/minknow
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To remove logs and temporary data:
In the "Help" page, click Clean up in the Clean Up Files section and confirm in the in the pop-up.
Note: Run data will not be deleted. Logs and temporary data will be removed.
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To repair device issues:
Click Run repair in the troubleshooting section of the Help page and confirm in the pop-up. MinKNOW will attempt to repair the following issues:
- Ensure required directories under "/data" exist and have the correct ownership and permissions
- Ensure required files under "/data" have the correct ownership and permissions
- Ensure the GPU is working at maximum performance
- Ensure that Bluetooth is disabled