Troubleshooting the Care Identity Service
Information on issues related to the Care Identity Service, how to fix them and how to get more help.
Live service issues
Error 400_645
We are currently seeing an increase in users experiencing this error code. This can happen if NHS Credential Management is not installed or working properly and in some cases may be related to the deprecation of the Chrome extension.
If you are seeing error 400_645 please read this troubleshooting guidance.
Other Chrome extension issues
If you are experiencing other issues authenticating that you think are related to the NHS Chrome extension, you may be able to temporarily work around the issue using this guidance.
Troubleshooting specific applications and services
Care Identity Management
Apply for Care ID
Self-service smartcard unlock
Electronic Staff Record (ESR)
Troubleshooting smartcard management
Some users may have issues when trying to issue, print, unlock, cancel, renew or repair smartcards.
An example of this is:
- Error: INF1014:Scanning for Smartcard ERR5022: Operation cannot be completed
Read detailed guidance on how to fix smartcard management issues.
Common issues across applications and services
What to do if you're unable to authenticate and you suspect it's due to issues relating to the NHS Chrome extension.
What to do if you experience issues when trying to use NHSmail to authenticate.
What to do if you get the error 'There was a problem reading your Smartcard. Please restart the Identity Agent. If this fails to rectify the problem, please contact your Registration Authority service.'
What to do if you get a blank screen, 'Page not found' or similar error when trying to log in to Care Identity Management, Apply for Care ID or smartcard self-management services.
What to do if you see Error 1000 when you're trying to authenticate into Care Identity services.
What to do if you see Error 1002 when you're trying to authenticate into Care Identity services.
What to do if you see this error when trying to access Care Identity Management, self-service smartcard unlock or another service.
What to do if you get this error when trying to service a user's smartcard in Care Identity Management.
What to do if you get this error when trying to use Care Identity Management to repair smartcard certificates.
What to do if you get this error when trying to service a user's smartcard in Care Identity Management.
What to do if you see this error as a Registration Authority user trying to perform card management services on a second smartcard.
What to do if you get this error when trying to issue or print a smartcard, reset a passcode or renew smartcard certificates.
What to do if you get the error "PR Service returned with following exception code PR20002 and message Port redirection service is unavailable".
You may see this error if you are logging in to an environment that conflicts with your Windows registry settings, or if the user profile has been closed.
Incompatible smartcard readers or incorrect drivers are a common cause of failing Spine authentications or card management operations.
How to fix the most common issues with Magicard printers.
What to do if you see 'Smartcard Authentication Failure' (error code 400_xxx or 500_xxx) when trying to log in.
NHS England does not provide support for Isosec virtual smartcards and you must contact Isosec directly if you have issues with these smartcards.
NHS England does not provide support for Imprivata virtual smartcards and you must contact Imprivata directly if you have issues with these smartcards.
How to understand registration validation errors shown by the iPad app and how to reset your iPad authenticator registration.
Report an issue
To report a bug or issue, go to the NHS Digital Customer Portal or email [email protected]
Last edited: 7 December 2024 11:07 am