Merge pull request #10226 from iomimtso/rdp-cyberark-not-supported

AB#8391: Cyberark connection not supported in RDP

Author: haywoodsloan

support/power-platform/power-automate/desktop-flows/ui-automation/ui-rdp-automation/cyberark-connection-not-supported.md

@@ -0,0 +1,33 @@
+---
+title: Troubleshoot CyberArk Connection Failures for RDP Automation
+description: Troubleshoot CyberArk connection failures for RDP automation in Power Automate. Find solutions to ensure seamless remote desktop connections.
+ms.reviewer: iomimtso, iopanag, v-shaywood
+ms.custom: sap:Desktop flows\UI or browser automation
+ms.date: 11/20/2025
+---
+# RDP automation fails to connect to a machine through CyberArk
+
+This article helps you resolve an issue in which you can't connect to a machine through CyberArk when you use Remote Desktop Protocol (RDP) automation in Microsoft Power Automate for desktop.
+
+## Symptoms
+
+When you execute an RDP automation and it attempts to connect to a machine through CyberArk, the Power Automate agent for virtual desktops doesn't establish communication with Power Automate for desktop, and you receive the following error message:
+
+> A device attached to the system is not functioning.
+
+:::image type="content" source="media/cyberark-connection-not-supported/rdp-connection-failed.png" alt-text="The error message that you receive when you try to connect through CyberArk.":::
+
+However, when you connect directly to the machine by using RDP without CyberArk, the connection works as expected, and Power Automate for desktop successfully communicates with the agent.
+
+## Cause
+
+CyberArk creates a nested remote connection path. This condition interferes with the agent-to-desktop communication that's required for UI and browser automation. Power Automate for desktop doesn't support nested remote connections.
+
+## Solution
+
+To resolve this issue:
+
+- Use a direct RDP connection to the target machine instead of connecting through CyberArk.
+- Make sure that the Power Automate agent for virtual desktops is running and correctly registered on the machine.
+
+[!INCLUDE [Third-party disclaimer](../../../../../includes/third-party-disclaimer.md)]

support/power-platform/power-automate/desktop-flows/ui-automation/ui-rdp-automation/media/cyberark-connection-not-supported/rdp-connection-failed.png

@@ -101,6 +101,8 @@ items:
             href: desktop-flows/ui-automation/ui-automation-action-fails-errors.md
           - name: Interactions with RDP or Citrix applications take a long time and fail
             href: desktop-flows/ui-automation/ui-rdp-automation/interactions-with-rdp-citrix-takes-long-and-fails.md
+          - name: RDP automation fails to connect to a machine through CyberArk
+            href: desktop-flows/ui-automation/ui-rdp-automation/cyberark-connection-not-supported.md
           - name: Set drop-down list value in window/on web page action fails
             href: desktop-flows/ui-automation/set-drop-down-list-value-fails.md
           - name: UI element highlighting or hovering issues in virtual desktops