ERR1000 Smartcard not found

When trying to log in you see this error:

Error: ERR1000:Smartcard not found.Please insert.

It may look like the image below.

The issue occurs when rolling Oberthur middleware via solutions such as SCCM. The software is installed by a local system account and not the user account, and a necessary registry key is not created.

Install the latest version of NHS Credential Management

The latest version of NHS Credential Management includes a fix for this issue. Download the latest version.

Add the missing registry key

An alternative fix is to add the missing registry key manually.

Add the following key to the registry if it does not already exist:

• Path (mandatory): HKEY_CURRENT_USER\SOFTWARE\Oberthur Technologies\Minidriver\PIVMinidriver
• Path (recommended): N/A
• Value Type: REG_DWORD
• Value Name: EnableNHSEnrollment
• Value Data: 0

IT teams should create and publish it via Group Policy.

This key is used, once the Oberthur middleware has been installed, to flip between the Agile applet (the default) and the Compatibility applet. Flipping to the Compatibility applet is not required for authentication - once you have Oberthur middleware installed you'll always authenticate with the Agile applet.

NHS England Diagnostic Tool

Download the NHS England Diagnostic Tool and generate a diagnostic log for the workstation.

The 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.

Contact the National Service Desk

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, follow these instructions when writing your support request:

Short description ERR1000 Smartcard not found

Long description

I am a member of the IT team for my organisation.

A user is trying to [action they are trying to do e.g. print smartcard]

They get the following error:

ERR1000 Smartcard not found

• I have followed the troubleshooting steps as described here: https://digital.nhs.uk/services/care-identity-service/setting-up-and-troubleshooting/common-issues/err1000-smartcard-not-found

• I attach a copy of the diagnostic log for the workstation(s)

• I confirm that the workstation conforms to the Warrantied Environment Specification

• This affects X number of users

• The Error Response ID is [add ID - only include this if the Error Response ID is shown on the error page]