Error: PR Service exception code PR20002 Port redirection service unavailable

You are trying to either:

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

You see this error:

PR Service returned with following exception code PR20002 and message Port redirection service is unavailable

This is likely caused by one of the following:

• your workstation does not have NHS Credential Management installed
• NHS Credential Management is not running
• NHS Credential Management is set up incorrectly
• you are using the NHS Chrome extension
• the domain is not allowed by local network policy

You can use the setup checker tool to get a snapshot of common problems.

Report this issue to your local IT team

Smartcard problems are almost always traced back to incorrect software or device setup, and you will need to contact your local 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. 

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 do not have access to 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 for the NHS Chrome extension. This is no longer supported. If it is running - even on a supported browser - it will allow the user to access the service but they will not be able manage smartcards, including unlocking, issuing or printing smartcards and renewing certificates.

Step 3

Check the workstation has NHS Credential Management installed and running.

Step 4

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 5

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

Error: PR Service returned with following exception code PR20002 and message Port redirection service is unavailable

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

PR Service returned with following exception code PR20002 and message Port redirection service is unavailable

• 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-pr-service-pr20002-port-redirection-service-is-unavailable
• 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.

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.