ERR1009: Failed to obtain SOPIN for user

You are trying to either:

• unlock your smartcard on https://digital.nhs.uk/unlock
• access Care Identity Management
• access another service with your smartcard

You see this error:

ERR1009: Failed to obtain SOPIN for user

Either:

• the local network policy might be filtering out the domain
• NHS Credential Management may not be running or is incorrectly configured

Report this issue to your local IT team

If you're a clinical user trying to access live patient data, you will need to get IT support. Depending on your organisation, this may be through your IT helpdesk, or via a dedicated Registration Authority team.

As each organisation is set up differently, we cannot provide contact details that work for everyone. Check your intranet for links to an IT helpdesk, Registration Authority or smartcard team. 

Copy and paste this text into your support request:

ERR1009: Failed to obtain SOPIN for user

When trying to connect to a Care Identity Service application I get the following error:

ERR1009: Failed to obtain SOPIN for user

I need to raise a request for help as described here: https://digital.nhs.uk/services/care-identity-service/setting-up-and-troubleshooting/common-issues/ERR1009-SOPIN

Accessing a Care Identity Service application over the internet

New and updated Care Identity Service applications are available over the internet. If you're using a smartcard, the workstation must also have NHS Credential Management installed and running.

If you are seeing this error, it is most likely because your workstation or network has not been set up to run the newer services.

It causes a clinical risk when healthcare staff cannot access patient data. Therefore it's important to fix this across all your organisation's workstations as a priority.

Step 1 (critical step)

Users must be able to access certain domains to be able to use Care Identity applications and services.

To find out how to configure this access, read our guidance on allowing domains and using proxies or VPNs.

Step 2

Check the workstation has NHS Credential Management installed and running.

Step 3

If you have been through all the above steps, and still cannot progress:

Download the CIS Diagnostic Tool and generate a diagnostic log for the workstation.

The CIS Diagnostic Tool should be the first resort for all Care Identity Service troubleshooting on a user's machine, where the cause is unclear. The vast majority of reported problems can be diagnosed and fixed using this. You will need local machine admin access to run the tool and complete any fixes that it highlights.

Step 4

1. Raise a case to the National Service Desk on the NHS Digital Customer Portal or email [email protected]
2. Copy and paste this text into your support request:

ERR1009: Failed to obtain SOPIN for user

When servicing a smartcard, the user gets the following error in Care Identity Management:

ERR1009: Failed to obtain SOPIN for user

• I have followed the troubleshooting steps, but now need to raise a request for help as described in https://digital.nhs.uk/services/care-identity-service/setting-up-and-troubleshooting/common-issues/ERR1009-SOPIN
• I attach a copy of the diagnostic log for the workstation(s)
• I confirm that the workstation conforms to the Warrantied Environment Specification

Reissuing smartcards

Reissuing a smartcard should be the last resort, and only attempted after following the steps above, including reporting of the issue to the National Service Desk.

Return to the troubleshooting hub.