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.

Using Go To Assist (Windows Systems)

How It Works
Step 1

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.

Step 2

You will be prompted to download a small virus-free plug-in.

Step 3

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.

Share Your Desktop With Go To Assist

Fill in the following information, using the meeting code you received from Illumina Support. Then select Continue to join the meeting.

GoToAssist  POWERED BY GoToAssist™

Frequently Asked Questions

Once you connect to the service, you are prompted to download a small, self-installing plug-in, which allows your support representative to view your desktop and share control of your mouse and keyboard. At any time during a support session, you can take control of your computer just by moving your mouse. You will be in charge at all times.
Absolutely not. Your representative sees only what you see and whatever you permit him or her to see on your computer screen. Before your support representative views your screen, he or she will first ask your permission and request that you close all documents containing private information.
At the beginning of a screen-sharing session, you and your support representative are connected via a communication server. The screen data that is passed between you and your support representative during a session is highly compressed using proprietary technology that can be viewed only with GoToAssist software. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. Privacy principles are TRUSTe compliant. After the session has ended, your support representative can no longer see your screen or access your computer unless you make another explicit request for support.

For your support representative to view your desktop, your computer should meet these requirements:

  • 28.8Kbps or greater Internet connection (56K recommended)
  • Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0, or XP
  • Internet Explorer 4.0 or later, Netscape Navigator 4.0 or later, or Mozilla Firefox 1.0 or later
  • Recommended: Ability to make direct outgoing TCP connections, or availability of a SOCKS server or an HTTP proxy

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 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.

Using TeamViewer (Linux Systems)

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.

Download QuickSupport

How It Works

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.

Screenshot of TeamViewer download link
Visit the TeamViewer site to download QuickSupport.

Frequently Asked Questions

Save the downloaded folder (teamviewerqs) to the desktop. To extract and launch the program, do the following:

  1. Right-click the downloaded folder and select Open with Archive Manager.
  2. Highlight the teamviewerqs folder and select Extract.
  3. Navigate to the desktop for the extract-to location and extract
  4. After extracting, open the teamviewerqs folder and double-click teamviewer.desktop.
  5. Drag the TeamViewer desktop shortcut from the teamviewerqs folder onto the desktop.
  6. Double-click to launch TeamViewer

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.