Unattended Robot: session visible in `query session` (console Operator Active) but Gatekeeper reports 'username does not exist' and keeps polling

Hello Robotiq Community,

We are facing an issue with an Unattended setup on a Windows Server VM.

Summary

• When a job starts, the Gatekeeper/SessionMonitoring step runs query session.

• The output shows our user correctly logged in on the console session, e.g.:
  console Operator 1 Active

• Immediately after, the Gatekeeper tries to retrieve the session “by username” and logs:
  “Query session with username Operator does not exist.”

• This repeats in a loop (polling query session), even though the console session clearly shows Operator as Active.

Environment

• Windows Server

• Robotiq.ai Unattended running on a dedicated VM

• Gatekeeper runs as a Windows service (SYSTEM). Handler runs under our domain user.

• We have only one usable user account on this VM: DOMAIN\Operator (shown in Task Manager as DOMAIN\Operator)

What we already checked

• Network connectivity is OK: DNS resolves and TCP 443 is reachable to both api.robotiq.ai and <tenant>.headquarters.robotiq.ai.

• The VM firewall allows Remote Desktop.

Log excerpt (HQ)

• Query session ... console Operator 1 Attivo ...

• Then:

  • “Query session with username: Operator”

  • “Query session with username Operator does not exist.”

  • Repeats every few seconds.

Question
Why would Robotiq/Gatekeeper fail to detect the user session even when query session clearly reports console Operator <id> Active?
Could this be related to:

• localized OS language (Italian output: “Attivo/Conn/Disc”),

• requiring the fully qualified username (DOMAIN\Operator) instead of “Operator”,

• or a known issue in SessionMonitoring/Gatekeeper parsing query session output?

Any guidance on the correct/expected session detection method for Unattended robots on Windows Server would be appreciated.

Thanks