Error INF1014: Scanning for Smartcard ERR5000: Smartcard not found or is faulty

As a Registration Authority user, you are trying to perform card management services on a second smartcard, but you see this error:

INF1014: Scanning for Smartcard ERR5000: Smartcard not found or is faulty

Care Identity Management performs checks to make sure that a second, valid smartcard is present. You will see this error when the service fails to perform these checks successfully.

To be able to manage a second smartcard you must make sure that:

• you've connected 2 smartcard readers to the system - connecting any other number of readers will cause this error
• there is a smartcard in both of the readers
• your smartcard with Registration Authority access was inserted before the second smartcard

If these are all true, it's possible that one of the smartcards is faulty.

Follow these steps:

1. Remove all smartcard readers and reboot the system.
2. Attach the first smartcard reader, but do not enter a smartcard.
3. Attach the second smartcard reader, but do not enter a smartcard.
4. Insert your Registration Authority smartcard into the first smartcard reader.
5. Insert the second smartcard into the second smartcard reader.
6. Retry the smartcard management option that failed before.

If you've followed these steps in order but still see the error, it's possible that one of the smartcards is faulty.

Try a different Registration Authority smartcard

If possible, ask a colleague who also has a Registration Authority role to log in with their smartcard and attempt the operation on the second smartcard. If the operation works, it's possible that your smartcard is faulty.

If a second Registration Authority smartcard still causes the error, it's possible that the smartcard inserted into the second reader is faulty.

Reissuing smartcards

If either card is faulty, you should generate a diagnostic log and report this error to the National Service Desk before you issue a new smartcard. Issuing a new smartcard should be the last resort.

Generate a diagnostic log

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.

Download the CIS Diagnostic Tool (needs HSCN connection) and follow the instructions for detailed troubleshooting.

Report the error

You should then 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:

INF1014 Scanning for Smartcard ERR5000 Smartcard not found or is faulty

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

INF1014 Scanning for Smartcard ERR5000 Smartcard not found or is faulty

• 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-inf1014-err5000
• I attach a copy of the diagnostic log for the workstation(s)
• I confirm that the workstation conforms to the Warrantied Environment Specification

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.

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