This guide walks through how to fix RIO when encountering it erring with Java.


Fixing URL not opening

  • Get the user to sign on to the VPN first or none of the following will work.
  • Open Internet Explorer and paste the following URL making sure to copy whole URL and not copy the link address as this will not work.


  • Then drag the icon left of the address to the desktop to create new shortcut.
  • Open and test if webpage loads.

Fixing Card Reader

To resolve this issue, can you please ensure that the following files are in the Java programme files:

If the files are missing, you can then copy from the following location.

C:\Program Files (x86)\HSCIC\Identity Agent

  • The Gaticket.JAR must be in the following Java folder;
  • C:\Program Files (x86)\Java\(LATEST VERSION)\lib\ext


  • The TicketAPIDll.dll must be in the following Java folder;
  • C:\Program Files (x86)\Java\(LATEST VERSION)\bin


  • Then test by reopening the link and seeing if the card reader loads, may need to unplug card reader via USB and replug back in. If a Java popup appears click tick box not to show again and click run.
  • Run the following only if still not loading.

Adding Link to Java Exception Site

Setting the Security levels through the Java Control Panel.

  1. Open Java Control Panel

Windows Start – All Programs – Java  – Configure Java

  1. In the Java Control Panel, click on the Security tab.
  2. Ensure Enable Java content in the browser is enabled
  3. In the Exception Site List, click on Edit Site List.
  4. Click Add then add following links:



Last Update: July 7, 2020  

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