Hello everyone,
I’m currently facing some challenges with the Dynamics 365 Remote Assist feature and would appreciate some guidance from the community. Here’s a detailed breakdown of the issue:
Issue Description:
I am using Dynamics 365 Remote Assist to facilitate real-time collaboration between field technicians and remote experts. However, we are experiencing intermittent connectivity issues and difficulties with real-time data synchronization. Specifically, the problems include:
- Unstable Video Calls: Video calls frequently drop or have poor quality, making it hard for technicians and experts to communicate effectively.
- Delayed Data Synchronization: Updates made by the remote experts (annotations, instructions, etc.) are not appearing in real-time for the field technicians.
- Login Issues: Some users are experiencing problems logging into the Remote Assist app, even though they have valid credentials and licenses.
Current Setup:
- Hardware: Technicians are using HoloLens 2 devices, while remote experts are using desktops and laptops.
- Software: We have the latest version of Dynamics 365 Remote Assist installed.
- Network: Both field and office locations have stable and high-speed internet connections.
Troubleshooting Steps Taken:
- Network Check: Confirmed that both locations have robust internet connections without significant latency.
- Software Update: Ensured that all devices are running the latest software versions for both the Remote Assist app and the operating systems.
- Reinstallation: Reinstalled the Remote Assist app on several devices to rule out corrupted installations.
- User Permissions: Verified that all users have the necessary permissions and roles assigned within Dynamics 365.
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