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Some users in our organisation are experiencing issues logging into Remote Help. When launching the Remote Help application they are receiving the following message:
It looks like you have signed in with the wrong account. Please sign out and sign in using your %Name of Organisation% account.
Has anyone else experienced a similar issue and know how to resolve
@Carter Rix, Matthew From the error message, it is difficult to find the cause. There is no helpful information I can share with you. So, it is suggested to create an online support ticket to get more help. Here is the support link:
https://learn.microsoft.com/en-us/mem/get-support
Thanks for your understanding.
Thanks @Lu Dai-MSFT I have already created a support ticket and am waiting a response. I thought I would post on here to see if anyone in the community had come across the issue.
@Carter Rix, Matthew If still no response, for even faster help, please try to call Global Customer Service phone numbers and get more information about this issue's process.
I have actually managed to resolve this for the problematic users by creating a Conditional Access policy that enforces MFA for the Remote Help application. My thinking was if I could intercept the authentication process sit may help, and it did. Users can now successfully log into the application.
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Hello, we’re having the same problem unfortunately. Did you ever determine a root cause with Microsoft? We’ve opened a support case but progress is slow.
Remote Help does not support multiple / cross-over tenants, so both parties should belong to the same tenant, is that true in your case. Another option is simply to check is the Remote Help recent version and can you update it?
We are not trying to do this across multiple tenants, we only have a single tenant. Users affected are running the latest June 2023 release of Remote Help, the software was deployed with Automatic updates enabled.
Users just cannot log into the application despite the fact the Azure AD sign-in logs say they are logging in successfully. The privacy prompt briefly appears but they do not have enough time to accept and then they get the message...
It looks like you have signed in with the wrong account. Please sign out and sign in using your %Name of Organisation% account.
Have you assigned Remote Help license to them?
Hi Parvel.
I have not assigned a Remote Help license because Remote Help is free for education customers. It works absolutely fine for some users but not for others none of which have a license assigned.
Here is the Microsoft advisory confirming it will be free for education and that add-on licenses will not be required:
Unless no one else will help you here, I think you might need to open support ticket, you can do it free through Intune console.
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We have discovered that by setting the "Allow Remote Help to unenrolled devices" to "Allowed", you can log into the application. The logic behind this behavior is beyond our understanding or hidden in a Microsoft article somewhere.