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Pagent 'passphrase' failure where WinSCP started from a Service

I'm not that technical, but have resources that are stumped so I thought I would post this.

We have a client we are trying to send SFTP data to that uses private/public/passphrase logins. We are using Pageant to send the "key" so we can automatically login. We have some PDF manipulation tools that run as a service and using VBScripting within this application we are building a batch file with the login details, then running the batch file from this same service. It fails.

When we run the batch file when just logged in to the server, it works perfectly.

The login used by the Service & the login I use when I remote in to the Server2016 machine are the same, both Administrator.