Since 30/03/17, users may be receiving errors whilst issuing Series 8 (Oberthur) Smartcards. These errors may include:
“Oberthur middleware is required for this type of operation. Please install SR5, and retry”
“Your operation can’t be completed. Please accept our apologies and try again in a while”
As a workaround
Please navigate to the following Windows directory:
c:\users\{user}\AppData\Local\HSCIC\CMS\spine
If this directory structure is not visible (it is hidden by default), then perform the following steps to ‘un-hide’ the directories:
Windows 7
- From Windows Explorer, click on the ‘Organize’ drop-down.
- Select ‘Folder and search options’.
- Click on the ‘View’ tab.
- In the ‘Advanced settings’ window, activate the radio button for ‘Show hidden files, folders, and drives’.
Windows 8.1 / 10
- From Windows Explorer, click on the ‘View’ tab, and select ‘Options’.
- Click on the ‘View’ tab.
- In the ‘Advanced settings’ window, activate the radio button for ‘Show hidden files, folders or drives’.
- Delete all .dll files in the aforementioned folder (_c:\users\\AppData\Local\HSCIC\CMS\spine_).
- Revert the option for hidden folders (follow the above steps, and activate the radio button for ‘Don’t show hidden files, folders and drives’).
- Restart your browser, and retry the CMS operation.
This should work for individual workstations. NHS Digital are currently investigating a system-wide resolution. If you continue to have problems, please contact the National Service Desk on 0300 303 5678.
