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since the update yesterday, none of my created Guides are displayed in the HoloLens Application (not in the window "Recent" or "All").
I updated the Application on the HoloLens, on my PC and in the Admin-Portal but still none of my Guides are shown in the HoloLens App (in the PC Application i can still see all my Guides).
Is there a quick way to fix this issue and enable the created Guides in the HoloLens Application because currently i'm doing very important user-tests.
Hi Igor - sorry about this. Do you not see just those guides that you created, or is the entire list (recent, all) empty?
Perhaps your HoloLens is not connected to the internet. Without connectivity the app opens just fine but cannot fetch guides. Please let me know.
the entire list (resent and all) is empty (the pages are blank) and the HoloLens is connected to the internet.
Just to confirm, could you please look up the version number in HL app for me?
Tap the gear icon in HL app (#C below), and then version number will be at the bottom.
The version number is: 104.1907.19001.0
Here is a screenshot how the list looks like to me.:
Are you able to sign-in using another user account? (assuming you have others users/accounts also using Guides)
I tried to sign-in with a existent account and created a new user just now and the result is still the same:
On my PC i can sign-in (with the new and existing account) and see all the guides like normal but on the HoloLens the list remains empty.
IgorSo - please let us know if rebooting the HL and/or reinstalling the app solved the problem. Thank you!
So i tried the rebooting and it didn't work.
I rebooted the HoloLens and installed Guides again and everything remained the same.
I tried another HoloLens and everything worked just fine. I guess with the update some script or so got rewritten and remains on the HoloLens so that it is not possible to fetch the list. Maybe with the next update this Bug will be patched out.
I have the same trouble.
I did hololens recovery ,I updated it , but it did not improve.
There is only one holo lens.
I will be troubled if guides for hololens does not move.
Please let me know if there is a way that will work.
I'm not good at English. It may be difficult to understand, forgive me.
We're sorry for the trouble because of this. Would you and IgorSo mind responding with the OS version on your HL?
The best way for us to investigate is to reproduce the same behavior here. Since the issue is not occurring on any of our devices it might be something to do with the OS flash on your device.
Thank you very much for your quick response.
Conducted in the environment as shown in the photo.
I will answer the question.
HL OS build 10.0.17763.615
Firmware revision number
The version of guides (PC and Hololens) 104.1907.19001.0
After HL recovery, Another software has not been installed
Funa and IgorSo - please note we are actively investigating this issue. So far, on the given OS version we are not seeing the problem, but we are trying a few different scenarios for why this issue might occur. I will respond back on this thread - probably looking like that will be on Monday July 29. Sorry for the delay.
I also facing the same problem.
I did reinstall the guides, logged in with different account, restart the hololens, but nothing changed.
Here is my HL details
HL OS build : 10.0.17763.438
Firmware revision number : 0005.05.S.1801091036R
The version of guides (PC and Hololens) : 104.1907.19001.0
I have the same issue. I also tried to restart the HoloLens, reinstall Guides and log in with a different account.
HL OS Build: 10.0.17763.615
Firmware revision number: 0005.05.S.1801091036R
Guidesver (PC & HL): 104.1907.19001.0
I'm looking forward to a solution :)
Thank you in advance!
Hi Paulo, Funa and Igor - we have been investigating this issue on our side deeply over last couple days. Our hypothesis is that on slower internet connections the guides list takes longer to load on the HoloLens, and if user switches between Recent and All tabs, the fetch action gives up. We are still looking into this; especially about how to fix the the potential bug where the fetch request stops.
Could you all please try the following on the devices where you dont see your guides? If this works, then it will confirm our hypothesis.
Please let me know what you find. Thank you for your patience and support in helping us troubleshoot this issue.
Hi Mahesh Kamat
Thank you.and Very great.
The problem was solved when I changed the time zone.
I think this app is a revolutionary change in the way of education.
I look forward to the development of this software.
Thank you for the great support.
Funa, Igor, Julia, Paulo - would any of you be open to trying a custom app package for Guides on HoloLens, to help us test a potential fix for the issue?
The fix potentially improves the way we retrieve the list of guides from CDS and loads in the Recent/All list. It will also log events that will help us verify the fix is working.
If you're ok with helping test this build, please private message me and I will send you directly. Unfortunately, I cannot upload the package to this thread publicly.
Funa, Igor, Julia, Paulo, LuanYou, CuraTex - we found a possible reason for this issue.
For all timezones that are UTC+ (east of London time), the HL app is likely not able to process the date on list of guides returned from CDS. This causes the guides list to not load in the view.
We are currently testing this fix and will release a patch to the Microsoft Store once we confirm the issue. In the meantime however, could you please try the following:
1. Close the Guides app if you already have it open. To be sure that no other sessions are open, you can restart the HoloLens or delete all holograms.
2. Change your device timezone to any city with time zone UTC -x
3. Start the Guides app and sign-in as usual.
You should be able to use the Guides app normally, as the time zone change will not affect the list or its contents in any way. You can restore back to your timezone once our patch is released.
Please let me know if this works out or not. Thank you for your patience.
Today, we have released a fix to this issue. Customers in Europe, Middle east and Asia regions should now be able to view their list of guides in the HoloLens application without needing to workaround by changing timezones. Please upgrade to version 104.1908.2001.0 in the Microsoft Store on your HoloLens to get this upgrade. You do not need to update the PC app or the D365 Guides solution.
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