Multiple instances of the same smartcard printer, or printer missing from list

You are trying to print a smartcard in Care Identity Management and either:

• you're seeing more than one instance of the same DoH(V2) printer
• the active DoH(V2) printer is shown as a 'copy'

This was a bug DoH(V2) printers that was fixed in Care Identity Management release 5.61 on 15 August 2024.

If you see this error after 15 August 2024:

• try clearing your browser's cache - press Ctrl + Shift + Delete
• try the workaround options below
• raise a case to the National Service Desk on the NHS Digital Customer Portal or email [email protected]

1. Open Control Panel.
2. Navigate to Hardware and Sound -> Devices and Printers -> Printers & scanners.
3. Select each instance of the printer and 'Remove'. Make sure you remove all instances - do not leave just one as this will cause the workaround to fail.
4. Turn the printer off and on again. Windows should then re-find the printer.
5. Refresh your Care Identity Management session and try printing again.

Open Control Panel and navigate to Hardware and Sound -> Devices and Printers -> Printers & scanners.

If your printer DoH(V2) is showing as offline and you can see one or more copies of the same printer (e.g. DoH(V2) (copy 1), DoH(V2) (copy 2) etc), follow these steps:

1. Open Printer Properties for DoH(V2).
2. Rename the printer as DoH(V2) - 1 and save the change. You can see the correct box within Printer Properties to rename the printer in the image below.
3. For whichever copy of the printer is showing as Active, open Printer Properties, rename it as DoH(V2), and save the change.