Troubleshooting smartcard printers

Issue

Resolution

Care Identity Management error message:
There is no printer connected. Connect to a printer to continue.

Care Identity Service application error message:
No Printers Connected

Check the printer is switched on and USB cables are connected.

Check the printer is properly connected.

Reboot the printer by removing the power cable and reconnecting it.

Restart the computer.

Remove the printer from the devices page and reinstall it.

Error message ‘No card found’ after smartcard is fed into printer and then ejected

Make sure there are not too many USB devices connected to a USB hub.

Make sure cards are feeding into the printer and not getting jammed.

If Windows Hello is enabled, make sure you are using NHS Identity Agent v2.4.5.0. If you have an older version you should uninstall it and install v2.4.5.0 instead.

Error message ‘Cannot Create Keys’ when issuing a smartcard

Check the Oberthur middleware is installed on your machine.

Uninstall the Oberthur middleware, reinstall it and restart the machine.

New batch of blank cards in rear hopper struggling to feed into the printer

Make sure there's an adequate load of blank smartcards in the hopper. Lift the back of the printer and tip it forward slightly when starting the card issuance process. This will help the cards to feed into the printer. You should only have to do this once.

Cards feeding but getting stuck in the printer

Reboot the printer by removing the power cable and reconnecting it. This will eject the smartcard. We recommend you then clean the printer.

This occurs when the printer has separate installed instances of the printer due to it potentially being connected to different USB ports each time it is used.

Make sure the USB cables remain plugged in to the same USB ports on the computer or USB hub.

Remove all instances of the printer from the Devices & Printers section, disconnect the power cable from the printer and reconnect it so that only a single instance of the printer is installed.

Ensure the printer firmware is up to date.