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Created Guide are not shown in the HoloLens Application

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Posted on by Community Member Microsoft Employee

Hello,

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.

Sincerely,

Igor S.

Categories:
General
  • Suggested answer
    MaheshKamat Profile Picture
    MaheshKamat on at
    RE: Created Guide are not shown in the HoloLens Application

    Hi all,

    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.

  • juliaday Profile Picture
    juliaday 15 on at
    RE: Created Guide are not shown in the HoloLens Application

    Hi Mahesh! Yes that works !

    Thanks

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Created Guide are not shown in the HoloLens Application

    Hi Mahesh,

    thank you very much for your great support - it worked, my guides are back! :)

    Paulo

  • funa3333 Profile Picture
    funa3333 60 on at
    RE: Created Guide are not shown in the HoloLens Application

    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

  • Verified answer
    funa3333 Profile Picture
    funa3333 60 on at
    RE: Created Guide are not shown in the HoloLens Application

    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

  • Suggested answer
    MaheshKamat Profile Picture
    MaheshKamat on at
    RE: Created Guide are not shown in the HoloLens Application

    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.

  • Suggested answer
    MaheshKamat Profile Picture
    MaheshKamat on at
    RE: Created Guide are not shown in the HoloLens Application

    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.

  • funa3333 Profile Picture
    funa3333 60 on at
    RE: Created Guide are not shown in the HoloLens Application
    Mr.MaheshKamat
    Good morning.

    Thank you to the development team for their hard work on solving the problem.
    Suggested method I tried, but it was not resolved.
    I waited for about 5 minutes.
    Write down the Internet environment.
    Mobile WIFI
    Upload 22Mbps
    Download 19Mbps
     (on average)
    If it helps to solve the problem, take my HL working video
    I will send it to your team.
    Sincerely,
    funa
  • LuanYou Profile Picture
    LuanYou 20 on at
    RE: Created Guide are not shown in the HoloLens Application

    Hi I'm also having this issue since yesterday and have tried your suggestion of waiting for 2 mins for the list to load but that does not seem to work.

    I'm on the latest version 104.1907.19001.0 for the HoloLens app and 104.1907.0.33 in Dynamics. OS Build is 10.0.17763.615 for my HoloLens.

    Schema version for my Guides is 3 according to the Guides Dynamics page if that's of any relevance?

  • MaheshKamat Profile Picture
    MaheshKamat on at
    RE: Created Guide are not shown in the HoloLens Application

    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.

    1. Restart your HL.
    2. Sign into your account (just like you have been doing before) but this time please wait for upto 2 minutes without switching between the Recent and All tabs.

    Please let me know what you find. Thank you for your patience and support in helping us troubleshoot this issue.

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