Error: PR Service exception code PR20002 Port redirection service unavailable

You are trying to either:

• unlock your smartcard on https://digital.nhs.uk/unlock
• access Care Identity Management

You see this error:

PR Service returned with following exception code PR20002 and message Port redirection service is unavailable

This is likely caused by one of the following:

• your workstation does not have NHS Credential Management installed
• NHS Credential Management is not running
• NHS Credential Management is set up incorrectly
• you are using the NHS Chrome extension
• the domain is not allowed by local network policy

You can use the setup checker tool to get a snapshot of common problems.

Report this issue to your local IT team

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. 

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 the NHS Chrome extension. This is no longer supported. If it is running - even on a supported browser - it will allow the user to access the service but they will not be able manage smartcards, including unlocking, issuing or printing smartcards and renewing certificates.

Step 3

Check the workstation has NHS Credential Management installed and running.

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 Error: PR Service PR20002 Port redirection service is unavailable

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: PR Service PR20002 Port redirection service is unavailable

• I have followed the troubleshooting steps as described here: https://digital.nhs.uk/services/care-identity-service/setting-up-and-troubleshooting/common-issues/error-pr-service-pr20002-port-redirection-service-is-unavailable

• 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

If either card is faulty, you should generate a diagnostic log and report this error to the National Service Desk before you issue a new smartcard. Issuing a new smartcard should be the last resort.