Question: How are logs exported from the Chromium X/iX to 10x Genomics Support?
Answer: There are three possible routes to export logs for 10x Genomics Support that depends on whether the Chromium X/iX is connected to the internet and if the instrument is automatically uploading logs to the 10x Cloud.
Note: Please contact email@example.com to ensure the 10x Support team will assist with reviewing the Chromium X/iX logs. The Chromium X/iX logs will not be reviewed if the logs are exported without contacting 10x Genomics Support.
First, determine if the instrument is automatically uploading logs to determine the options for exporting logs to 10x Genomics Support:
Navigate to the Connectivity page (Menu → Connectivity).
Verify that either the Wi-Fi or Ethernet is connected and that the “Automatic Log Uploads” option is turned on.
Please follow one of the following three options based on the status of the instrument connectivity and if the "Automatic Log Uploads” option is turned on:
If the instrument has Automatic Log Uploads turned on:
Find the instrument serial number on Menu → System → About this instrument
Share the instrument serial number with 10x Genomics Support, and our team will be able to analyze the device logs.
If the instrument has Automatic Log Uploads turned off, and the instrument is either connected to the internet or can temporarily connect to the internet:
Connect the instrument to the internet by connecting an Ethernet cable or connecting to WiFi by navigating to Menu → Connectivity.
Navigate to Menu → Logs → select “Export to Support.”
This should open a side menu, select “Cloud upload,” and follow the on-screen instructions.
After the logs have successfully uploaded, the instrument may be disconnected from the internet if desired.
Inform 10x Genomics Support with the instrument serial number, and the 10x Genomics Support team will analyze the device logs and respond as soon as possible.
If the instrument has Automatic Log Uploads turned off, and internet is not available:
If the instrument is unable to connect to the internet, the logs can be exported to the 8GB 10x USB provided in the Chromium iX Accessory Kit or Chromium X Upgrade Kit.
Connect the 8GB 10x USB to the instrument.
Navigate to Menu → Logs → select the run or runs that produced an error → select “Export to Support.”
4. This opens a side menu. Select the USB drive the would like to export to, and follow the on-screen instructions.
5. Repeat Steps 3-4, but select the Readiness Test Run instead.
6. After exporting the logs for both the Readiness Test run and the run(s) that produced an error to the USB, please connect the USB flash drive to a computer and upload to 10x Genomics Support following the instructions provided by 10x Genomics support.
Products: Chromium X Series