RPA Bot Process Error " Failed to log in to the machine. Validate credentials and ensure prerequisites are met before retrying "Issue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When triggering an RPA Unattended bot process, the Process Job fails with the following error message: "" Failed to log in to the machine. Validate credentials and ensure prerequisites are met before retrying""The bot is successfully deployed on the cloud/virtual machine, credentials appear correct, and the machine is reachable — but the automation does not proceed and the Process Job state changes to Failed (typically after ~3 minutes). Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } • Process Job status shows Failed with the login error message. • Bot only runs successfully when an active RDP/remote session is open on the VM. • Issue is intermittent or consistent across all execution attempts. • No recent changes made to credentials or bot configuration. • Execution Logs Status shows No Logs on the Process Job record. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This error is caused by one or more of the following conditions that prevent the RPA Unattended Robot from completing the automated login on the robot VM: Missing Login Agent: The RPA Runtime Login Agent is not installed on the VM. Outdated Robot version: The Unattended Robot installed on the VM is not the latest version. Group Policy misconfiguration: Windows security policies (Ctrl+Alt+Del requirement, lock screen, legal notice banners) block automated login. VM session state: The VM was disconnected (not signed out) from a previous RDP session, leaving the desktop in a locked/disconnected state. WebSocket not enabled: The system property glide.cometd.websocket.enabled is not set to true on the ServiceNow instance. Sleep/idle timeout: The VM enters sleep or idle timeout, interrupting unattended execution. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } To resolve this issue, ensure all the steps from below have been followed by your Windows or VM admin, so that Unattended Bot process can run without the login issue we see above. ________________________________________1. Install Unattended Robot Login Agent• Follow the guide: Install RPA Runtime Login Agent (ServiceNow Docs)• Ensure Microsoft Visual C++ Runtime is installed.________________________________________2. Enable Software Secure Attention Sequence (SAS) or Disable Ctrl+Alt+Del RequirementTo allow the Login Agent to bypass the Ctrl+Alt+Del screen:Option A: Enable SAS• Open Group Policy Editor (gpedit.msc)• Navigate to:Computer Configuration > Administrative Templates > Windows Components > Windows Logon Options• Double-click "Disable or enable Software Secure Attention Sequence"• Set to Enabled, and choose Services from the drop-down• Click OK, then sign out and restart the VMOption B: Disable Ctrl+Alt+Del• Ensure the machine skips the Ctrl+Alt+Del screen and directly shows the login screen.________________________________________3. Ensure VM or Host Machine Is Always On• The Windows machine/VM should remain powered on at all times to support unattended execution.________________________________________4. Prevent Sleep Mode (for Citrix-connected Machines)• The VM or host machine should not enter sleep mode when connected via Citrix.________________________________________5. Provide RDP Access to Developers• Ensure developers have Remote Desktop (RDP) access to the Windows machine.________________________________________6. Disable Legal Notice on VDIs• ServiceNow RPA cannot interact with Legal Notice screens.• Remove Legal Notices via Active Directory Organizational Unit (OU) Group Policy settings.________________________________________7. Disable Idle Timeout for VDI Pool• Idle timeout settings must be turned off to ensure uninterrupted operation.________________________________________8. Whitelist Communication with ServiceNow Instance• Ensure that the network allows outbound communication with the ServiceNow instance host.________________________________________9. Set Required System Property in ServiceNow• In the ServiceNow instance, set the system property:glide.cometd.websocket.enabled = true________________________________________10. Disable Lock Screen• Open Group Policy Editor (gpedit.msc)• Navigate to:Computer Configuration > Administrative Templates > Control Panel > Personalization• Double-click "Do Not Display the Lock Screen"• Set to Enabled, then click OK Windows admin should verify that all the above configurations are correctly in place and Ensured proper sign-out from the virtual machine (VM) to execute the bot in unattended mode. **Do not directly disconnect the VM without signing out.** Change the Policies mentioned above, reboot the VM and restart the RPA process. Once the above steps are performed, The process job state should be 'Success'. Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } KB1315563 — RPA Unattended Robot PrerequisitesServiceNow Docs: Install RPA Runtime Login Agent