We have detected that you are using Internet Explorer to visit this website. Internet Explorer is now being phased out by Microsoft. As a result, NHS Digital no longer supports any version of Internet Explorer for our web-based products, as it involves considerable extra effort and expense, which cannot be justified from public funds. Some features on this site will not work. You should use a modern browser such as Edge, Chrome, Firefox, or Safari. If you have difficulty installing or accessing a different browser, contact your IT support team.
Check that Windows updates are installed
It is possible the Windows hotfixes are not up to the required level.
Go to http://windowsupdate.microsoft.com to download all the latest critical updates.
It is possible that the version of
mshtml.dll on the machine does not match its COM interface registry entries, which results in the Checking Authentication page hanging. Re-registering this DLL may resolve this login issue.
To re-register the DLL, type the following line into the command prompt:
Local administrator privileges are required to successfully execute this command.
Check the environment settings
Check the Environment variable by right-clicking "My Computer" or “Computer” or “This PC” (depending on the Windows version on your PC), then select "System Properties" or “Properties”, then “Advanced System Settings” (if running Windows 7 or Windows 10), then "Environment Variables".
Ensure the "Path" contains
C:\Program Files\Gemalto\Classic Client\bin
If the Path does not contain the above directory, reinstall the card reader software.
Check the TicketApiDll.dll file
Check that the
TicketApiDll.dll file is present.
Complete a search within Windows Explorer to ascertain if there are any other files with the name
TicketApiDll.dll. If multiple files are found, ensure they are of the same size and have the same version. If not, delete any older files found with caution.
Some GP system suppliers deploy a version of the
TicketApiDll.dll file to the network drive. If present the version of this file should be checked.
Check the version of the TicketApiDll.dll file
If you have installed the new HSCIC Identity Agent (v2.0 or later), then the
TicketApiDll.dll version will be 126.96.36.199 or later. Earlier versions of the
TicketApiDll.dll file are not compatible with the ActiveX control and are no longer supported.
If you have a different or unsupported version, then the recommended approach is to reinstall the Identity Agent to ensure the correct versions are installed rather than deleting or replacing manually.
Check the JAR file
Search for the file name
GATicket.jar on the local drive and ensure there is a copy of the file within
C:\Program Files\Java\<latest JRE directory>\lib\applet or
C:\Program Files (x86)\HSCIC\Identity Agent directory, and that all other instances are removed.
Check the EDDI roles
It is necessary for EDDI to synchronise with the Spine Directory Service (SDS) to pick up any new users. This synchronisation can take up to an hour. Therefore, a user will need to allow for this period to elapse after their RA Manager has issued their smart card, prior to logging on for the first time. In addition, the user's details will only be picked up from SDS if they have a valid role profile.
A legitimate role profile consists of:
- an applicable organisation
- a valid EDDI role
If this error is displayed, the user should go back to their RA Manager to verify their EDDI role.
Check the Chrome Extension is enabled (Chrome/Edge)
Some policies can disable browser extensions. Navigate to the extension page on the browser, either:
Verify it is installed and enabled as such: