Illumina Proactive Instrument Performance Service

Illumina Proactive Instrument Performance Service Overview

Illumina Proactive is a secure and remote instrument performance and proactive support service. We understand that reliable instrument operation is crucial for your lab. That’s why we strive to help you minimize unplanned downtime and avoid unnecessary sample loss by anticipating repairs before they’re needed.

By connecting your instrument to Illumina Proactive, you’ll find out about failure risks before they affect your run. Our Service and Support team will analyze instrument performance data, troubleshoot if needed, and work with you to schedule any required maintenance.

Benefits of Illumina Proactive Instrument Performance Service

When you connect your sequencer to Illumina Proactive, we can help you:

  • Maximize instrument uptime
    Preemptive detection of risk failure allows you to schedule maintenance and repairs at your convenience.
  • Troubleshoot runs more efficiently
    With access to instrument performance data, the Illumina Service and Support team can remotely assess and troubleshoot instrument risks quickly.
  • Prevent loss of resources
    Preventing in-run failures reduces the associated loss of time, labor, reagents, and precious samples.
Illumina Proactive Service Highlights

Take advantage of real-time instrument monitoring and realize the value of connectivity.

View flyer (PDF)

Illumina Proactive Instrument Performance Service Features

Greater Operational Control

Reduce unplanned downtime and ensure that your instrument is available to run your samples whenever you are. Our field service engineers will contact you before complications arise, work with you to schedule repairs, and arrive with part replacements in hand.

Increased Sample Success

Remote instrument monitoring minimizes run failures and unnecessary sample loss. Our Support team identifies risks before they affect your experiment. We focus on the success of your run, so you don’t have to.

Improved Lab Efficiency

Proactive failure detection and response capabilities increase lab efficiency. With advanced analytical and troubleshooting capacity, our team works quickly to resolve concerns so you don’t lose precious time, resources, or throughput.


Portrait of Dr. Christopher Noune
Customer Spotlight

Reliable instrument performance is crucial for efficient lab operation

Dr. Christopher Noune is the National Next-Generation Sequencing Manager at the Australian Genome Research Facility (AGRF) in Melbourne, Australia. We talked to Dr. Noune about how monitoring instrument health status with Illumina Proactive enables optimal instrument usage with maximum throughput.

Read interview

Data Security with Illumina Proactive

Our Service and Support team only collects data about general instrument health and performance. The Illumina Proactive instrument monitoring service will never access genomic data, personally identifiable information (PII), or protected health information (PHI).

Data Security Sheet

Illumina values security and privacy above all.

Access security PDF
Visible Information Not Visible to Illumina
Optical system Sequencing sample data
Thermal system Patient health information
Mechanical system  
Fluidics system  
How We Keep Your Data Safe and Secure

Illumina is committed to ensuring data privacy and security. See how a secure data flow ensures that your operational information is encrypted and follows best practices and laws around data handling and protection.

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How We Keep Your Data Safe and Secure

Stay Connected to the Lab

Connect your instruments and maximize visibility into instrument performance with MyIllumina. By registering for a free account, you’ll gain access to a personalized dashboard that helps you keep up with the lab. View real-time updates on run progress and get a snapshot of instrument utilization. You can also see instrument availability, maintenance history, product orders, support inquiries, and more—all in one place.

To access the dashboard, simply sign in to MyIllumina. If you don’t have an account, it’s easy to register.

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Launch Video
MyIllumina Customer Dashboard

Your personalized dashboard shows your entire relationship with Illumina at a glance.

How to Connect Your Instruments

Connecting an instrument to Illumina Proactive only takes a few seconds. Using the instrument control software, simply check the box next to “Send Instrument Performance Data to Illumina” before starting a run. For detailed instructions on how to change the settings on your instrument, view the following connectivity guides.

Discover the Benefits of Illumina Proactive

Our scientists discuss the benefits of instrument performance monitoring and show you how to enable Illumina Proactive.

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Contact Us

If you have questions about enabling Illumina Proactive on your instruments, contact your local field applications scientist (FAS) or field service engineer (FSE). You can also email our technical support team. We’re here to help.

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Additional Resources

GDPR & Illumina Proactive

Learn more about General Data Protection Regulation (GDPR) as it relates to Illumina Proactive.

Illumina Proactive FAQ

Find answers to frequently asked questions about data privacy, compliance, and more.

Data Security Technical Note

This document details the performance data types collected by Illumina Proactive and addresses other security considerations.

Get Connected. Stay Connected.

See what our customers are saying about Illumina Proactive.

Privacy and Security Statement

Illumina is committed to the highest standards of data privacy and security. This document outlines how Proactive meets those standards.