Resolved
This incident has been resolved.
Posted Dec 09, 2025 - 21:00 UTC
Update
We are seeing recovery. The secondary event today was due to applications that had expired tokens. We have since restarted services that had been affected and error rates have dropped. Users can log into applications and see subscriptions. As platform auth services also affect sequencer upload, we are monitoring to ensure that sequencing runs upload successfully. In the event that you are seeing upload issues, you will need to restart upload upon run completion. If you have any questions on how to do so, please email techsupport@illumina.com.
Clarity LIMS integration steps that depend on BaseSpace (NextSeq 1000/2000, NovaSeq X, MiSeq i100) may fail to complete. Runs can be started manually.
Posted Dec 07, 2025 - 07:36 UTC
Update
Message: We are seeing recovery. The secondary event today was due to applications that had expired tokens. We have since restarted services that had been affected and error rates have dropped. Users can log into applications and see subscriptions. As platform auth services also affect sequencer upload, we are monitoring to ensure that sequencing runs upload successfully. In the event that you are seeing upload issues, you will need to restart upload upon run completion. If you have any questions on how to do so, please email techsupport@illumina.com.
Clarity LIMS integration steps that depend on BaseSpace (NextSeq 1000/2000, NovaSeq X, MiSeq i100) may fail to complete. Runs can be started manually.
Posted Dec 07, 2025 - 06:36 UTC
Investigating
We are continuing to investigate workgroup access issues for Illumina Applications, including Illumina Software and MyIllumina.
Posted Dec 07, 2025 - 02:02 UTC
Monitoring
We have implemented a fix and are seeing recovery. Users should be able to login and switch workgroups. We will continue to monitor. Further updates will come on an as needed basis.
Posted Dec 06, 2025 - 18:51 UTC
Update
We continue to investigate customer auth issues for Illumina Applications, including Illumina Software and MyIllumina. We believe we have narrowed down the root cause, and are testing a fix before implementing. Because this relates to Auth, we are taking extra care to assess for any downstream impact of the fix. We will provide another update by Saturday 12:00 PDT
Posted Dec 06, 2025 - 18:07 UTC
Update
We continue to investigate customer login issues for Illumina Applications, including Illumina Software and MyIllumina. We believe we have narrowed down the root cause, and are working on a fix. We will provide another update by Saturday 10:00 PDT
Posted Dec 06, 2025 - 15:54 UTC
Investigating
Message: We are investigating customer login issues for Illumina Applications, including Illumina Software and MyIllumina. We will provide another update by Saturday 8:00 PDT
Posted Dec 06, 2025 - 15:18 UTC
This incident affected: USA (Basespace Sequence Hub - US East, Illumina Connected Analytics - US East, Illumina Connected Insights - US East, Dragen Apps and Content - US East, Illumina Connected Multiomics - US East), Canada (Basespace Sequence Hub - Canada, Illumina Connected Analytics - Canada, Illumina Connected Insights - Canada, Dragen Apps and Content - Canada, Illumina Connected Multiomics - Canada), Australia (Basespace Sequence Hub - Sydney, Illumina Connected Analytics - Sydney, Illumina Connected Insights - Sydney, Dragen Apps and Content - Sydney, Illumina Connected Multiomics - Sydney), Germany (Basespace Sequence Hub - Frankfurt, Illumina Connected Analytics - Frankfurt, Illumina Connected Insights - Frankfurt, TruSight Software Suite - Frankfurt, Dragen Apps and Content - Frankfurt, Illumina Connected Multiomics - Frankfurt), United Kingdom (Basespace Sequence Hub - London, Illumina Connected Analytics - London, Illumina Connected Insights - London, Dragen Apps and Content - London, Illumina Connected Multiomics - London), Japan (Basespace Sequence Hub - Tokyo, Illumina Connected Analytics - Tokyo, Dragen Apps and Content - Tokyo), Singapore (Basespace Sequence Hub - Singapore, Illumina Connected Analytics - Singapore, Dragen Apps and Content - Singapore, Illumina Connected Multiomics - Singapore), India (Basespace Sequence Hub - Mumbai, Illumina Connected Analytics - Mumbai, Dragen Apps and Content - Mumbai), Israel (Basespace Sequence Hub - Tel Aviv, Illumina Connected Analytics - Tel Aviv, Dragen Apps and Content - Tel Aviv), South Korea (Basespace Sequence Hub - Seoul, Illumina Connected Analytics - Seoul, Illumina Connected Insights - Seoul, Dragen Apps and Content - Seoul, Illumina Connected Multiomics - Seoul), Indonesia (Basespace Sequence Hub - Jakarta, Illumina Connected Analytics - Jakarta, Dragen Apps and Content - Jakarta), UAE (Basespace Sequence Hub - Abu Dhabi, Illumina Connected Analytics - Abu Dhabi, Dragen Apps and Content - Abu Dhabi), and Global (Dragen Cloud License Service, Dragen Server License Service, Dragen Apps and Content - Global).