INF1004: Creating keys ERR5008: Failed to create keys

You see 'INF1004: Creating keys ERR5008: Failed to create keys' when you are carrying out a card management activity in Care Identity Management, such as renewing, cancelling, issuing or printing a smartcard.

You are seeing this error because your system is incorrectly configured. It most often happens because an old and unsupported version of Oberthur middleware is installed on the workstation. 

Get help from your Registration Authority

Your Registration Authority can attempt to retry the card management operation. Find your Registration Authority.

Report this issue to your local IT team

If your Registration Authority cannot fix the issue, you will need to get IT support.

Copy and paste this text into your support request:

Service smartcard error

When servicing a smartcard in Care Identity Management I get the following error:

INF1004: Creating keys ERR5008: Failed to create keys

I 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-inf1004-creating-keys-err5008-failed-to-create-keys

A Registration Authority can attempt to retry the operation on the smartcard.

If this fails, the Registration Authority can try to cancel and re-issue the smartcard on the same day. This will avoid the smartcard certificated being automatically revoked and can help fix the issue.

If the issue persists you will need to contact your local IT team.

Oberthur middleware will need to be repaired. Read instructions on how to do this.

Troubleshooting guidance

IT teams should read our troubleshooting guidance. It is regularly updated as new issues are found and solved, and new software is made available.

Latest news

For information about the Care Identity Service, new software, communications and support, see our news page.