Description of Issue

The server agent loses connection with the API even though its installed and the Windows service is running. As a result both self-serve password reset and password rotations for Active Directory do not work.

Cause

The issue affects customers that use Blackberry Cylance as their security endpoint product on their Active Directory servers where the agent is installed. Cylance detects the Quickpass process as an unidentified process and it blocks it from running. 

Resolution

The solution is to add a white list entry in Blackberry Cylance for the Quickpass program files path of c:\program files\Quickpass Software\Quickpass Server Agent and/or the Quickpass process c:\program files\Quickpass Software\Quickpass Server Agent\QuickpassService.exe.