Login Agent 7.0 - VM fails to transition to logged-out

[Himanshujain]

Hello everyone,

We are experiencing a persistent issue with the Blue Prism Login Agent (v7.0) in our environment where our resource VMs are failing to come to a logged-out or unlocked state.

When we log in manually to the VM, the runtime resource connects to the application server/database without issue and runs all processes perfectly. However, automated orchestration via the Login Agent fails.

Below are the key details of our architecture, the diagnostic logs, and the troubleshooting we have already performed to narrow this down. We would appreciate any insights or similar experiences!

⚙️ Our Environment

• Blue Prism Version: 7.0

• Architecture: Small setup where runtime resources connect directly to the SQL Server database.

• Authentication: Active Directory SSO (No Multi-Factor Authentication / MFA required for these accounts).

🔍 Logs from the Blue Prism Login Agent

When the VM is restarting

TSS(Remote) 2: 07:44:30:0542 DEBUG BluePrismProvider.cpp(392): Setting provider usage scenario: Unlock
TSS(Remote) 2: 07:44:30:0558 DEBUG BluePrismCredential.cpp(44): BluePrismCredential instance created
TSS(Remote) 2: 07:44:30:0558 DEBUG BluePrismCredential.cpp(79): Initializing Blue Prism credential: 2
TSS(Remote) 2: 07:44:30:0574 TRACE helpers.cpp(83): FieldDescriptorCopy()
TSS(Remote) 2: 07:44:30:0574 TRACE helpers.cpp(83): FieldDescriptorCopy()
TSS(Remote) 2: 07:44:30:0574 TRACE helpers.cpp(83): FieldDescriptorCopy()
TSS(Remote) 2: 07:44:30:0574 TRACE helpers.cpp(83): FieldDescriptorCopy()
TSS(Remote) 2: 07:44:30:0574 TRACE helpers.cpp(83): FieldDescriptorCopy()
TSS(Remote) 2: 07:44:30:0574 DEBUG BluePrismProvider.cpp(410): BluePrismProvider instance created
TSS(Remote) 2: 07:44:30:0667 DEBUG BluePrismProvider.cpp(458): Provider callback enabled
TSS(Remote) 2: 07:44:30:0683 DEBUG BluePrismProvider.cpp(520): Getting Credential Count: 0
TSS(Remote) 2: 07:44:53:0762 DEBUG BluePrismProvider.cpp(472): Provider callback disabled
TSS(Remote) 2: 07:44:53:0773 DEBUG BluePrismCredential.cpp(58): BluePrismCredential instance destroyed

🛠️ What We Have Checked & Verified So Far

1. Mandatory Security GPOs:

   • Checked and applied all policies listed in the official Blue Prism Windows Policy Settings Guide.

   • Disable Ctrl+Alt+Del: Set Interactive logon: Do not require CTRL+ALT+DEL to Enabled (and also tested the secure SAS service alternative).

   • Bypass Legal Notices: Set Interactive logon: Message text/title for users trying to log on to completely blank.

2. Login Agent Installation & Config:

   • Reinstalled the Login Agent MSI multiple times.

   • The connection name defined during installation matches the local database connection configuration name exactly (case-sensitive).

3. Credential Setup:

   • Added the credential in the Blue Prism Credential Manager under the exact format: Windows Login: {System Name}.

   • Username is formatted as DOMAIN\username.

   • The Login Agent Windows Service has been tested running under the default Local System account.

We have spent a-lot of time to resolve this but got no clue how to fix this. Looking forward for your suggestions.