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Failed to create keys when renewing smartcards (ERR5008)

Some users of series 8 Oberthur smartcards might be experiencing issues with self-renewal due to their system's technical configuration. Find out more and how to fix the issue.

Issues

This issue relates to the renewal of series 8 Oberthur (OT) smartcards with Gemalto and Oberthur middleware present.

When a user is performing a self-renew on their smartcard, they receive this error:

1. Creating keys -  'Failed to create keys. Please start again'

If an attempt is made to retry, you will be presented with a second error:

2. Initialising - 'This operation cannot be retried at this time. The operation previously failed from a point where retrying is not possible. Please visit your RA to cancel and reissue this smartcard.'


Cause

You are experiencing these symptoms because your system is incorrectly configured. 

Guidance and pre-requisites for the NHS Credential Manager and Identity Agent (docx)

All software can be download from the Deployment Issue and Resolution (DIR) website.

You will only be able to access these links if you are on the Health and Social Care Network (HSCN) secure connection.

If you do not have this access, please email: IAMplatforms@nhs.net for a copy of the documentation to be sent directly to you. 


Resolution

Should you require admin privileges to perform the next steps, please seek assistance from your local IT representative.

Follow the steps below which are specific to registration authorities (RAs) and end users.

RA (Registration Authority)

Perform the following steps to repair Oberthur middleware

Repair options from the Settings page

1. Select Start  > Settings  > Apps > Apps and features.

2. Select the app you want to fix.

3. Select the Advanced options link under the name of the app (some apps don't have this option). On the page that opens, select Repair if it's available. If it is not available or does not fix the problem, select Reset.

Repair options from the Control Panel

1. In the search box on the taskbar, type control panel and select Control Panel from the results.

2. Select Programs > Programs and Features.

3. Right-click the program you want to fix and select Repair, or if that’s not available, select Change. Then follow the directions on the screen.

End user

You will need to perform the following steps to uninstall Oberthur middleware:

Uninstall from the Start menu

1. Select Start and look for the app or program in the list shown.

2. Press and hold (or right-click) on the app, then select Uninstall.

Uninstall from the Settings page

1. Select Start , then select Settings  > Apps > Apps and features.

2. Select the app you want to remove, and then select Uninstall.

Uninstall from the Control Panel (for programs)

1. In the search box on the taskbar, type Control Panel and select it from the results.

2. Select Programs > Programs and Features.

3. Press and hold (or right-click) on the program you want to remove and select Uninstall or Uninstall/Change. Then follow the directions on the screen.

Once completed, attempt to renew your smartcard.

If you are still experiencing a problem after performing the above steps, visit your Registration Authority to have your smartcard renewed or raise a ticket through Service Now


Related pages

Contact us

Media enquiries

Email: media@nhsdigital.nhs.net

Phone: 0300 30 33 888


Last edited: 16 June 2022 2:52 pm