ERR1002 Unable to read smartcard

When trying to log in you see this error:

ERR1002 : Unable to read the card

It may look like the image below.

This can happen if:

• the required domains are not authorised by your network (most likely cause)
• you have not inserted your smartcard into the smartcard reader
• your workstation is configured incorrectly
• your smartcard reader drivers are not up to date
• you have more than one smartcard attached to the machine when trying to log in

If you are using an Imprivata or Isosec smartcard

These smartcards are not supported by NHS England. You should contact your local IT team for help.

Check your smartcard is in the reader

Smartcard management services will not work if the card is not inserted into the reader.

Get help to check the workstation configuration

Use the setup checker tool to get a snapshot of common problems.

Smartcard problems are almost always traced back to incorrect software or device setup, and you will need to contact your local 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. 

Isosec or Imprivata smartcards

These smartcards are not supported by NHS England. You should contact Imprivata or Isosec directly.

Accessing a Care Identity Service application over the internet

New and updated Care Identity Service applications are available over the internet. If you're using a smartcard, the workstation must also have NHS Credential Management installed and running.

If you are seeing this error, it is most likely because your workstation or network has not been set up to run the newer services.

It causes a clinical risk, when healthcare staff do not have access to patient data. Therefore it's important to fix this across all your organisation's workstations as a priority.

Step 1 (critical step)

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.

Step 2

Check for a closed profile.

This error would show if the user's Care Identity profile has been closed. Go to Care Identity Management and check the user's profile. If it has been closed in error a Registration Authority can reopen it and issue a new smartcard.

Step 3

Check that the latest version of NHS Credential Management is installed and running. This is required for all smartcard management activities, and should now be installed on all devices that use the Care Identity Service to authenticate.

Step 4

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.

Step 5

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 ERR1002 Unable to read smartcard

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:

ERR1002 Unable to read smartcard

• I have followed the troubleshooting steps as described here: https://digital.nhs.uk/services/care-identity-service/setting-up-and-troubleshooting/common-issues/err1002-unable-to-read-smartcard

• 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]

Reissuing smartcards

Reissuing a smartcard should be the last resort, and only attempted after following the steps above, including reporting of the issue to the National Service Desk.