Community support

Getting Started(2 FAQs)

My Account(2 FAQs)

• How do I create an account?
• Team Management and My Account

My Orders(6 FAQs)

• How many shipments can I select on my order?
• Why is my order pending?
• I need an extra shipment on my order
• How do I change the dispatch date of my order?
• How can I check the status of my order?

Approved Partners(1 FAQs)

• Our approved partners

Shipping and Delivery(2 FAQs)

• How long will my delivery take?
• How do we ship your order?

Warranty and Storage(3 FAQs)

• How should I store my kits?
• Device warranty and storage
• Flow cell warranty and storage

Flow Cell and Device Returns(2 FAQs)

• Device returns
• Flow cell returns

Payments and Finance(2 FAQs)

• What payment methods do you accept?
• When will you send my invoice?

Software(67 FAQs)

EPI2ME(17 FAQs)

• My reads aren't uploading to EPI2ME, what can I do?
• Are EPI2ME servers regularly scanned for vulnerabilities and weaknesses?
• Where are the EPI2ME servers that actually perform the analysis located?
• What happens to the data on EPI2ME after the analysis is complete?
• Is the data safe on EPI2ME?

MinKNOW(14 FAQs)

• Is it possible to run MinKNOW local basecaller on existing data sets?
• Where can I find MinKNOW and other software downloads?
• What does MinKNOW™ do?
• What are the colours shown in the MinKNOW™ "Channels Panel" indicating?
• Can I remove the flow cell when MinKNOW™ is on the "finishing" step?

Guppy(8 FAQs)

• Custom Barcodes being rejected by Guppy barcoder due to File Encoding type. How do I resolve this?
• Can I call short reads with stand-alone Guppy?
• Why do I get slightly different results from Guppy when I run on different platforms or with different GPUs?
• What Guppy errors would appear when the computer memory is insufficient?
• How many CPU threads does Guppy use when basecalling?

Devices(8 FAQs)

MinION(7 FAQs)

• I’m unable to use my external SSD with MinKNOW for Mac
• How do I connect my MinION Mk1B to a laptop that only supports USB-C (e.g., Apple MacBook)?
• Is a stable internet connection required throughout a MinION sequencing run?
• Can I run the MinION on any PC or laptop?
• I have my MinION, what do I do now?

VolTRAX(6 FAQs)

• Is VolTRAX compatible with all Oxford Nanopore Sequencing platforms?
• How does VolTRAX work?
• Where are my VolTRAX log files?
• Can I write my own VolTRAX protocols?
• What is VolTRAX V2 and what are the key advantages?

GridION(4 FAQs)

• What's the best method for moving my data off the GridION via USB?
• Can I install 3rd party software on the GridION?
• Where are my log files, for GridION/PromethION?
• What is the GridION Mk1?

PromethION(9 FAQs)

• Is my PromethION A-series / A100 Data Acquisition Unit on the correct mains power?
• PromethION A100 / A-Series Firmware Update to Prevent Data loss
• What is the PromethION?
• Can I install 3rd party software on the PromethION?
• What computer specifications are required to run the PromethION?

P2 Solo(9 FAQs)

• My P2 Solo is randomly disconnecting during my sequencing experiment
• What do the lights on my P2 Solo mean?
• How many flow cells can I run on a GridION and P2 solo simultaneously?
• Can I plug two P2 Solo devices into a GridION at the same time?
• Can I plug a P2 Solo into a PromethION 24/48 Data Acquisition Unit as the compute?

Mk1C(7 FAQs)

• Common questions regarding the end of standard support for the Mk1C operating system
• How to update your Mk1C signing key
• How do I flash a microSD card to reset my Mk1C?
• I can not correct the date and time on my Mk1C
• My MAC address label on my device is incorrect

Library prep(56 FAQs)

VolTRAX Library prep(5 FAQs)

• What samples can be used on VolTRAX?
• What are the requirements for input DNA to run a Voltrax sequencing kit?
• How does the VolTRAX Sequencing Kit work?
• How do I produce a Library using VolTRAX?
• VolTRAX Sequencing Kit (VSK-VSK004)

Cas9(11 FAQs)

• Which Cas9 targeting approach should I use?
• What’s the purpose of the dephosphorylation of the genomic DNA in Cas9 targeted sequencing?
• What enables CRISPR/Cas9-mediated targeting and cleavage?
• What are the storage conditions for crRNAs and tracrRNAs?
• What are the requirements of the input DNA for a Cas9-targeted sequencing experiment?

Flow cells(12 FAQs)

MinION/GridION(2 FAQs)

• My MinION flow cell had fewer than 800 pores after the flow cell check, what can I do?
• What to do if the Flow Cell has fewer pores than the warranty amount?

Flongle(3 FAQs)

• Which protocols are currently compatible with Flongle?
• How do I set up the Flongle for flow cell checks and sequencing?
• What is the Flongle flow cell warranty?

PromethION(3 FAQs)

• Do PromethION flow cells require additional input material or specific kits to accommodate my sample?
• When should I QC my PromethION flow cells?
• My PromethION flow cell had fewer than 5000 pores after the flow cell check, what can I do?

Light Shields(12 FAQs)

• Will Q-line Flow Cells include light shields?
• How do I get hold of light shields?
• Can I re-use the light shields?
• Do I need to protect my library from light during library preparation?
• Do I need to put light shields on for flow cell checks or priming the flow cell?