'There is an issue. Sorry that isn't right, Try again' error

When trying to log in to CIS2 Authentication you see this error:

There is a problem

Sorry that isn't right. Try again.

This is caused by Credential Management being unable to communicate with Identity Agent. This is due to an issue with a previous release of Oberthur middleware, where 64-bit assembly references were incorrectly installed as 32-bit.

Specifically, two DLL files were affected and placed incorrectly in the C:\Windows\SysWOW64 directory:

• MSVCP100.dll – 594 KB (64-bit version)
• MSVCR100.dll – 810 KB (64-bit version)

These are 64-bit files but were mistakenly installed in the 32-bit directory.

These resolution steps will remove the incorrect 64-bit files within C:\Windows\SysWOW64, and replace them with the correct 32-bit files.

Please follow these steps carefully:

1. Uninstall Oberthur middleware. Do not reboot your system yet - proceed to Step 2 first.
2. ​​​​Delete the following files:

• C:\Windows\SysWOW64\msvcp100.dll
• C:\Windows\SysWOW64\msvcr100.dll

3. Reboot your device at this point.
4. Download and install the latest version of Oberthur middleware.

The latest release was repackaged and digitally signed on 6 June 2025.

The updated release has the file name NHS.Oberthur.5.2.0.SR8_64-bit.signed.msi. After installing the updated release, the incorrect 64-bit DLLs should no longer be present in the SysWOW64 directory. Instead, the correct 32-bit versions should be installed.

You can verify this by checking the file sizes in the C:\Windows\SysWOW64 directory.

MSVCP100.dll:

•  Correct (32-bit) - 412 KB
•  Incorrect (64-bit) - 594 KB

MSVCR100.dll:

•  Correct (32-bit) - 756 KB
•  Incorrect (64-bit) - 810 KB

If you still see the larger (64-bit) versions in SysWOW64, the issue may not be fully resolved and you should repeat the resolution steps.