Workaround 1
Access smartcard management options via the user's profile page, rather than directly from the Care Identity Management home page.
To use this workaround:
- log in to Care Identity Management
- go to 'Find user'
- search for and select the profile of the user whose smartcard you are trying to repair
- on their profile page, scroll down and select the 'Authenticators' tab
- select 'Service' next to the smartcard you are trying to repair
- choose 'Repair smartcard certificates'
The smartcard should then repair as normal.
Workaround 2
If you unlock the smartcard first, you should then be able to repair the certificates.
Note: this workaround requires the smartcard to be given a new 6-8 digit passcode.
To use this workaround:
- log in to Care Identity Management
- access smartcard management options via either the user's profile (see above) or via to 'Service smartcard' on the Care Identity Management home page
- choose 'Unlock smartcard'
- connect the target smartcard to a second smartcard reader
- enter a new passcode and select 'Confirm'
- return to the service smartcard options and choose 'Repair smartcard certificates'
The smartcard certificates should now repair successfully.
If this does not fix the issue
You should raise a case to the National Service Desk on the NHS Digital Customer Portal or email [email protected]
To get the best service, include this in your support request:
INF1001: Initialising Smartcard ERR5022: Operation can't be completed
When trying to renew smartcard certificates in Care Identity Management, I get the following error:
INF1001: Initialising Smartcard ERR5022: Operation can't be completed
- 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/error-inf1001-initialising-smartcard-err5022-operation-cant-be-completed
- 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.
