Troubleshooting Care Identity Management

How to fix common errors and problems that may happen when logging into and using Care Identity Management.

This step-by-step guidance shows the different errors or issues that can happen when accessing Care Identity Management, why it is happening, and what to do about it.

Nothing happens after selecting the link

Image shows 'Care Identity Management' button to the left. To the right is the 'Log in with smartcard' window with a red cross through it.

You're a smartcard user selecting a link to Care Identity Management, but you cannot get any further, even if you're already logged in.

Blank screen, 'Page not found' or similar error when logging in

What to do if you get a blank screen, 'Page not found' or similar error when trying to log in to Care Identity Management, Apply for Care ID or smartcard self-management services.

Problems logging in with a smartcard

Two screenshots of the 'Log in with smartcard window. The left shows the password field populated. The right shows a progress bar with the notation 'Establishing connection'.

You are trying to log in to a service with a smartcard and get an error after seeing NHS Identity Agent but before selecting your role.

Smartcard authentication failure (Error 400_xxx or 500_xxx)

What to do if you get either Error 400_xxx or Error 500_xxx when trying to log in.

'Problem reading your Smartcard' error

What to do if you get the error 'There was a problem reading your Smartcard. Please restart the Identity Agent. If this fails to rectify the problem, please contact your Registration Authority service.'

You may see this error if you are logging in to an environment that conflicts with your Windows registry settings, or if the user profile has been closed.

ERR1002 Unable to read smartcard

What to do if you see Error 1002 when you're trying to authenticate into Care Identity services.

Problems selecting a role

Two screenshots of the 'Log in with smartcard window. The left shows a progress bar with the notation 'Establishing connection'. The right shows a list of roles with a big red cross through the window.

You have successfully logged in using NHS Identity Agent, but cannot select your role.

Possible causes

Your smartcard may have been cancelled, or you may have no roles on your Care Identity profile. Your Registration Authority can help you with this.

Cannot access Care Identity Management

To the left is the smartcard log in window a list of roles to select from. The right is a screenshot of the Care Identity Management application with a red cross through the screen.

You've successfully logged in and selected a role, but Care Identity Management does not display.

Blank screen after logging in with NHS Identity Agent

What to do if you get a blank screen when trying to access Care Identity Management, after you have selected your role.

Cannot access smartcard servicing functions

Screenshot of the Care Identity Management application with a red cross through the smartcard service feature.

You have successfully logged in to Care Identity Management but you cannot see the service smartcard feature, or you can see it but can not use the link.

Cannot see the service smartcard link

Your role does not allow you to service smartcards. Change your role or ask your Registration Authority to check your access.

Cannot access the service smartcard area

You may see an Error 1005, or just not be able to get access. This is caused by your network proxy settings and must be enabled by your IT team.

Cannot manage smartcards

Screenshot from Care Identity Management application - Heading of 'Select smartcard service followed by 4 radio buttons; unlock smartcard, repair smartcard certificates, clear smartcard certificates and permanently cancel smartcard.

The term 'managing smartcards' refers to any of these activities:

issue and/or print
unlock (your own, or someone else's)
repair
clear
cancel

Problems doing any of these tasks can usually be traced to one of these causes:

local network settings
local workstation setup
cancelled or damaged smartcard
no roles on profile

Even if the error message says it is something else, you should follow the links below to troubleshoot.

Error INF1001: Initialising Smartcard ERR5022: Operation can't be completed

This error can occur when you are trying to repair smartcard certificates.

Error: INF1014:Scanning for Smartcard ERR5022: Operation cannot be completed

This error is likely to be caused by an incorrect workstation setup - our guidance on troubleshooting smartcard management issues should help.

Error: PR Service PR20002 Port redirection service is unavailable

This error is likely to be caused by a local network setup problem - our guidance on allowing domains in Care Identity Service should help.

Error 1002: Unable to read smartcard

This error is likely to be caused by a local network setup problem - our guidance on allowing domains in Care Identity Service should help.

Error ERR5029: Unrecognised or blank smartcard inserted

This error can occur when a smartcard is faulty or incorrectly inserted, or software related to the smartcard reader needs to be updated.

Error INF1004: Creating keys ERR5008: Failed to create keys

This is often caused by an incorrect version of Oberthur middleware on the workstation.

Last edited: 24 September 2024 3:25 pm