INF1004: Creating keys ERR5008: Failed to create keys

You see 'INF1004: Creating keys ERR5008: Failed to create keys' when you are carrying out a card management activity in Care Identity Management, such as renewing, cancelling, issuing or printing a smartcard.

You are seeing this error because your system is incorrectly configured. It most often happens because an old and unsupported version of Oberthur middleware is installed on the workstation. 

Get help from your Registration Authority

Your Registration Authority can attempt to retry the card management operation. Find your Registration Authority.

Report this issue to your local IT team

If your Registration Authority cannot fix the issue, you will need to get IT support.

Copy and paste this text into your support request:

Service smartcard error

When servicing a smartcard in Care Identity Management I get the following error:

INF1004: Creating keys ERR5008: Failed to create keys

I need to raise a request for help as described in https://digital.nhs.uk/services/care-identity-service/setting-up-and-troubleshooting/common-issues/error-inf1004-creating-keys-err5008-failed-to-create-keys

A Registration Authority can attempt to retry the operation on the smartcard.

If this fails, the Registration Authority can try to cancel and re-issue the smartcard on the same day. This will avoid the smartcard certificated being automatically revoked and can help fix the issue.

If the issue persists you will need to contact your local IT team.

Repair Oberthur middleware

Oberthur middleware will need to be repaired. Read instructions on how to do this.

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 Error INF1004: Creating keys ERR5008: Failed to create keys

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:

Error INF1004: Creating keys ERR5008: Failed to create keys

• I have followed the troubleshooting steps as described here: https://digital.nhs.uk/services/care-identity-service/setting-up-and-troubleshooting/common-issues/error-inf1004-creating-keys-err5008-failed-to-create-keys

• 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]