Frequently asked questions about Dynamics 365 Remote Assist HoloLens


Did you know that you can access better calling experiences with Dynamics 365 Guides?

Using Guides, you can join any Teams meeting, see your full calendar, access all your important files, annotate, and more.

With Guides, the same remote experts can assist you through a problem while you have the holographic content of a Guide appearing before you.

Learn more and try Guides!

Here are some answers to common questions about using Dynamics 365 Remote Assist on HoloLens and HoloLens 2. In general, you can request help using our Dynamics 365 Remote Assist Community Forum. And if you'd like to suggest an idea or vote for future ideas, try our Dynamics 365 Remote Assist Ideas Portal.

How can I tell which version I'm using?

In Remote Assist HoloLens, go to the Settings tab, and then find the version number in the bottom left of the Settings page.

Version number.

How do I get the latest version of Dynamics 365 Remote Assist?

There are several ways to update your app. Learn about the newest version of Dynamics 365 Remote Assist.

What languages is Dynamics 365 Remote Assist HoloLens available in?

Dynamics 365 Remote Assist on HoloLens is available in English. As of October 2018, it's also available in Simplified Chinese and Japanese. Learn how to switch to the Chinese or Japanese version of HoloLens.

Dynamics 365 Remote Assist on HoloLens 2 is available in the following languages.

Does Dynamics 365 Remote Assist support QR-code scanning?

A HoloLens user can scan a QR code (for example, to go directly to a specific URL when using the browser) from the OS shell (outside of an immersive application). You can't scan a QR code from Dynamics 365 Remote Assist.

How do I stream my HoloLens view to a PC using Miracast?

The Connect app for wireless projection using Miracast is no longer installed by default, but is available as an optional feature. To install the app, select Settings > Apps > Optional features > Add a feature, and then install the Wireless Display app.

Why am I not getting incoming call notifications?

This can happen if you’re signed in to Dynamics 365 Remote Assist with a different account than the one you used to sign in to your HoloLens. Make sure you’re signed into both the app and the device with the same account. 

I see a message saying I have no internet connection

To use Dynamics 365 Remote Assist, you need an internet connection. For more information about connecting to the internet on your HoloLens, visit this support article.

Dynamics 365 Remote Assist is frozen or unresponsive

Try closing and reopening Dynamics 365 Remote Assist. If you’re still having problems, restart your HoloLens.

Dynamics 365 Remote Assist isn't showing my contacts

If you don’t see the contacts you expect, try the following actions:

  • Make sure you’ve signed in to Teams at least once with the account you’re using on your HoloLens.

  • Close and reopen Dynamics 365 Remote Assist.

  • Restart your HoloLens.

The Mixed Reality toolbar doesn’t appear on the Teams desktop application during a Dynamics 365 Remote Assist call

This might happen if Teams has downloaded a new version of the client application in the background but is still running the older version of the app. Restarting your PC will usually fix this issue. This also might happen if the Dynamics 365 Remote Assist HoloLens user has lost tracking.

Why does audio sometimes cut out even in quiet environments?

If Dynamics 365 Remote Assist is used in a loud environment, use headphones on both ends for better communication. Using headphones for both users prevents any echo filtering from proactively turning on noise cancellation, which turns off audio.

I signed in to my HoloLens, but I still can't sign in to Dynamics 365 Remote Assist

If you’re having trouble signing in to Dynamics 365 Remote Assist, try the following:

  • Make sure you’re using a work or school account, not a Microsoft account (MSA), to sign in to HoloLens.

  • Make sure that the work or school account you’re using has a valid Microsoft 365 Business Premium or Essentials subscription with Microsoft Teams enabled.

  • Make sure your HoloLens is connected to the internet.

  • Check with your administrator to make sure your device and network are set up to work with Dynamics 365 Remote Assist.

Can I share files from SharePoint on Dynamics 365 Remote Assist?

No, you can only share local files and files from OneDrive.

Can a Teams desktop user show the Dynamics 365 Remote Assist HoloLens user a video or PowerPoint?

Yes. We understand that technicians, inspectors, and remote collaborators want to refer to a wide variety of resources and reference documents during the call. By using the Teams desktop Share feature, the Teams desktop user can show the Dynamics 365 Remote Assist HoloLens whatever they are looking at on their desktop or in a specific application window. For example, the Teams desktop user can show the technician a video playing in a web browser. Furthermore, because the Teams desktop user's screen or application window is shared in real time, all call participants will see when the Teams desktop user pauses or restarts the video.

When a Dynamics 365 Remote Assist call ends, how can I access the messages, snapshots, and files from the call?

All messages, links, or images sent in the text chat will be available for all participants via Teams chat, but not via Dynamics 365 Remote Assist chat. Additional details below.

Snapshots from Dynamics 365 Remote Assist HoloLens user: Snapshots are saved differently depending on whether the Dynamics 365 Remote Assist call is associated with a Dynamics 365 Field Service booking.

  • If a Dynamics 365 Remote Assist call is associated with a booking, the Dynamics 365 Remote Assist user will take a snapshot and decide whether to save it to OneDrive or to the booking.

  • If a Dynamics 365 Remote Assist call is not associated with a booking, the Dynamics 365 Dynamics 365 Remote Assist user’s snapshot will automatically be saved in OneDrive.

Then, regardless of how snapshots are saved, a link to the snapshot is sent via the text chat, and the Teams user can view the snapshot and also view the link to the snapshot.

Files: When a Teams user shares a file, a link to the file is sent in the chat. During the call, the Dynamics 365 Remote Assist user can use the controls in the top-right corner of a file to save it to their OneDrive.

How can I improve hologram stability?

Hologram stability refers to how well a placed hologram stays where you placed it – be this perceptual or actual.

  • Perceptual instability could refer to a hologram that seems to move with your head motion, instead of tracking the placed position in space.

  • Actual instability could refer to a hologram whose coordinates have changed in virtual space, or whose position relative to a real-world object has shifted regardless of user input or head tracking.

Holograms are always going to be most stable when your head (not your eyes) is pointed directly at them. The expected tolerance for hologram stability is that they remain within 1 cm of the placed position for every 1 m of distance from the device.

To improve hologram stability, complete eye calibration.

Multiple people in my organization use Dynamics 365 Remote Assist on the same HoloLens. How do I clean my HoloLens?

Learn how to clean HoloLens and HoloLens 2.

Can I save call artifacts to a Field Service work order?

Yes. If you opened a Field Service booking and then made a Dynamics 365 Remote Assist call, at the end of the call, you'll be prompted to post the call log and files shared during the call to the work order associated with that booking.

To view the call log and files, sign into Field Service and select the work order. Two new notes will have been created and attached to the work order. One note will include call log info. The other note will include and a link to each file in plain text. You can also edit the note to include the Stream link of the recorded call, which can be found in your Teams chat.

For more information, visit our article on displaying and saving files.

How do I report a bug?

If you encounter an issue, use the HoloLens Feedback Hub to let us know so we can resolve it in future releases.

There are two ways to get to the HoloLens Feedback Hub application to report a bug.

  1. Launch the Feedback Hub.

    • From the Start menu: Launch Feedback Hub.
    • From Dynamics 365 Remote Assist: Select the Settings tab from the left navigation. Select the Links sub tab, and in the Links section, select Feedback Hub.
  2. From the home tab in the HoloLens Feedback Hub, select Report a problem.

  3. In the Enter your feedback section, summarize your feedback. To type, tap the text field and a holographic keyboard will appear. Then, select Next. To edit your response to any step after you’ve chosen Next, select Edit, which is to the top right of the text field.

  4. In the Choose a category section, select Apps and Microsoft Remote Assist. To select an item in the drop-down menu, select the menu.

    • If you're using HoloLens, scroll by gazing at the content of the app window. Tap and hold and then move your hand slightly upwards or downwards to scroll the content.

    • If you're using HoloLens 2, scroll by placing your finger on the drop-down menu and move your finger up and down, as you would on a touch screen device.

    Screenshot showing the Choose a category section of the Feedback Hub.

  5. In the Find similar feedback section, select Make new bug.

  6. In the Additional details section:

    • Optionally select Consider this a blocking issue.

    • Categorize your problem.

  7. Select Recreate your problem:

    • Select Start recording.

    • Use the start menu to launch Dynamics 365 Remote Assist and replicate the issue.

    • When you're finished replicating the issue, use the start menu to return to Feedback Hub.

    • Select End recording.

    • Diagnostic data, a video, and audio from the recording will be attached. You may remove each one if you want to.


    Optionally, check This is blocking me if the issue is blocking you from completing your work or tasks.

    To provide the best possible data for fixing issues, we recommend that you set your device telemetry to Optional Diagnostic data when you set up Dynamics 365 Remote Assist. You can also make this change through the Settings menu within the app:

    • For Windows 10: Select Start > Settings > Privacy > Diagnostics & feedback > Optional Diagnostic data.
    • For Windows 11: Right-click the Start button and select Settings > Privacy & Security > Diagnostics & feedback > Diagnostic data.

How do I file a support ticket?

If you encounter an issue that blocks you from using the application and you don't see an answer on our user forum, please file a support ticket. Support will work directly with you and communicate daily until the issue is resolved. Learn more about support options.