Problems logging in and authenticating

You see an error when attempting to log in to a service using your smartcard or other Care Identity Service authenticator.

You may see a login error, or any of the following:

• a blank screen
• 'Page not found'
• 'This site can't be reached'
• 'ERR_CONNECTION_TIMED_OUT'
• 'Blocked by proxy'
• 'Domain not authorised'

This can happen because:

• your network is filtering out the required domains for the service
• you are using Microsoft Edge browser in compatibility mode, which is not supported

Check that you are not using Microsoft Edge in compatibility mode

Using Microsoft Edge in compatibility mode will cause you to see a blank screen for Care Identity Management after logging in.

Select Tools in the Edge menu bar (or Alt + T), then Compatibility View Settings. Verify that:

• the site is not in the list
• 'Use Microsoft compatibility lists' is unchecked
• 'Display Intranet Sites in Compatibility View' is unchecked

Report this issue to your local IT team

If you're a healthcare worker trying to log in with a smartcard, 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.

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.

You can use the setup checker tool to find out whether a device will be able to run Care Identity Authentication.