No passcode pop up when smartcard inserted (or placed on proximity reader)
What is Identity Agent?
The purpose of NHS Identity Agent is to: communicate to Smartcard readers to verify that the current user has a valid smartcard and knows their passcode. It obtains an access token that can be used by applications on the users’ behalf to access Spine services.
Identity Agent will need to run for eCARE and ESR, or any application that requires your Smartcard.
If your computer does not trigger a popup asking for the smartcard passcode when the card is inserted in the keyboard slot or placed on a proximity reader (soapdish) try the steps below to resolve the issue yourself.
For Keyboard slot card reader, when you insert your smartcard a blue light next to the card slot should come on and start flashing. There may also be an audible "bing bong" acknowledging a card has been inserted.
If the light does not come on and there is no bing bong: disconnect the keyboard from your computer and plug it back in (it should be connected by USB into a slot on the front or back of your PC) then test the card again.
You should now have the blue light coming on or flashing when a smartcard is inserted.
If Identity Agent still does not prompt for your smartcard passcode, check Identity Agent is installed by searching for it in the search box as below:
Assuming you have Identity Agent installed; click once against this programme on the start menu to launch the app.
You should then get a popup confirming Identity Agent is running and if the pop up below does not appear after a few seconds try removing your card and closing the app.
To do this click on the arrow in your system tray
Right click on the Identity Agent app (which looks like a small snail)
And click exit
Re-insert your smartcard, if still no pop up, try searching for the app again as above.
If Identity Agent is not on the list of installed programmes this needs to be logged with Service Desk Submit a ticket or call us on 01908997000 (extension 87000).