HoloLens 2 Holograms are not Opening

Question

We are experiencing an issue with one of our units where the models will not open.

All 3d models work fine on other units, <10k triangles, low file size, etc.

The models only have issues opening on one unit. The error reads: Oops! Something went Wrong. We couldn't load the selected model. Please try again later.

Has anyone had this issue before, or know any possible solutions? We have a product demo Friday and the unit is halfway across the world so I don't have time to ship another unit.

Answer 1

Hello, Welcome to Microsoft Q&A,
From my understanding, you are using the 3D viewer to view 3D models, but one of your devices gets crashed when loading the models.

Since the models only have issues opening on only one unit, it seems like something went wrong with the firmware, please make sure the OS Build has upgraded to the latest version and try to Clean-reflash your device. If the issue still throws, please open a support ticket through this link: http://aka.ms/hololenssupport so that we can provide you with a deeper diagnosis.

By the way, the hololens-development tag is for questions about programming HoloLens apps. HoloLens device support is not currently available on Q&A.

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Answer 2

Thank you for the response and info, we will try this and see how it goes.