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Step-by-step resolution for Oberthur Smartcard issuance failures

30 March 2018 - How to workaround errors whilst issuing Series 8 (Oberthur) Smartcards.

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

  1. From Windows Explorer, click on the ‘Organize’ drop-down.
  2. Select ‘Folder and search options’.
  3. Click on the ‘View’ tab.
  4. In the ‘Advanced settings’ window, activate the radio button for ‘Show hidden files, folders, and drives’.

Windows 8.1 / 10

  1. From Windows Explorer, click on the ‘View’ tab, and select ‘Options’.
  2. Click on the ‘View’ tab.
  3. In the ‘Advanced settings’ window, activate the radio button for ‘Show hidden files, folders or drives’.
  4. Delete all .dll files in the aforementioned folder (_c:\users\\AppData\Local\HSCIC\CMS\spine_).
  5. Revert the option for hidden folders (follow the above steps, and activate the radio button for ‘Don’t show hidden files, folders and drives’).
  6. 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.


Contact us

Media enquiries

Email: media@nhsdigital.nhs.net

Phone: 0300 30 33 888


Last edited: 10 September 2018 3:19 pm