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Remote Assist MR annotation does not work when call is started from HoloLens

Posted on by 5

Hello,

As the title states, for some reason I cannot identify,  a remote technician's (using remote assist on ios or android) Mixed Reality annotations do not show up on the user's environment wearing the HoloLens. This only occurs when the call is started from HoloLens.

If the remote assist call is started from iOS/android and the other user replies on HoloLens, MR annotation works properly.

Any ideas why this might be happening would be appreciated.

  • panosdrak Profile Picture
    panosdrak 5 on at
    RE: Remote Assist MR annotation does not work when call is started from HoloLens

    Hi,

    Thanks for your reply. This happens on both HoloLens and HoloLens 2.

    I am using the latest version of Remote Assist on hololens (v3.03) and the latest version of Remote Assist for iOS and Android (just downloaded it from the app store).

    The settings of the app have not been tampered with, so to the best of my knowledge the settings are the default settings.

    I attach two videos to help you better understand what is happening.

    When remote assist call is launched from HoloLens:

    /cfs-file/__key/communityserver-discussions-components-files/777/RPReplay_5F00_Final1622379097.mov

    When remote assist call is launched from ios/android:

    /cfs-file/__key/communityserver-discussions-components-files/777/RPReplay_5F00_Final1622379193.mov

    As you can see, annotation does not work when call is launched from HoloLens. This happens almost every time for some reason.

    EDIT: When a third person is invited to the call, annotation all of a sudden starts to work, and all annotations that previously did not appear now appear.

  • Suggested answer
    Nya Profile Picture
    Nya 29,050 on at
    RE: Remote Assist MR annotation does not work when call is started from HoloLens

    Hi,

    Does this problem only occur on one technician's equipment or in all?

    And which version of HoloLens is the issue occurring on?

    It would be appreciated if you could provide more details about the issue, such as some screenshot or the settings for the app.

     

    Best Regards,

    Nya

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