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Problem connecting to PC Windows 10 application

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Posted on by Remy Rouinvy 243

Hi everyone,

Since monday we can't connect on the PC application with most of our accounts.

On the HoloLens App there is no problem at all.

We have 16 users with Guides Licences on a tenant and only 2 of them can connect to the PC app.

With the other we have a message telling us to subscribe to Guides.

The configuration is the same between the users and they all have the correct roles assignated (Basic User, Dynamics 365 Guides Author and Operator).

With have the same problem on other tenant too.

Does someone have the same problem ?

  • Suggested answer
    DavePinch Profile Picture
    DavePinch on at
    RE: Problem connecting to PC Windows 10 application

    Thanks Remy. Please post a new thread if you encounter it again. It sounds like it was a spurious issue but if it happens again, we'll try to catch it. Have a great weekend.

  • Remy Rouinvy Profile Picture
    Remy Rouinvy 243 on at
    RE: Problem connecting to PC Windows 10 application

    Yes, I confirm you we don't use the old tenants anymore.

  • DavePinch Profile Picture
    DavePinch on at
    RE: Problem connecting to PC Windows 10 application

    Hi Remy, I'm glad the problem has resolved with newer tenants. To confirm, you are no longer using the old tenant?

  • Suggested answer
    Remy Rouinvy Profile Picture
    Remy Rouinvy 243 on at
    RE: Problem connecting to PC Windows 10 application

    The problem wasn't solved on these tenant, but did not re-appear on the last tenants we created, maybe this was just a temporary bug.

  • DavePinch Profile Picture
    DavePinch on at
    RE: Problem connecting to PC Windows 10 application

    Hi Remy, I would open a support ticket as this could be too advanced for the forum. I haven't seen other customers report this issue but we want you unblocked ASAP. There are several ways. Start here:

    Or go here:

    Send me a private message if you have trouble opening a ticket.

  • Remy Rouinvy Profile Picture
    Remy Rouinvy 243 on at
    RE: Problem connecting to PC Windows 10 application

    Thank you for your message,

    But I don't think it's related to IT policy, I have created a trial tenant and configured it with everything needed for using Guides and I have the exact same problem.

    On the other hand, the problem started the same day of Azure Authentication outage...even if the twitter account of Microsoft 365 statut says it's fixed, it's hard to believe it's not related...

    Anyway thanks you for responding to my post ^^

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Problem connecting to PC Windows 10 application

    Remy,

    Between last weeks Windows update and the Azure Authentication outage earlier this week we saw lots of issues with our machines. Not the Hololens per say. But that is just a complicated way to say we did a lot of rebooting and system resets i.e. IT did a lot of those. I would be surprised if some higher level IT security profile got reset on either the Hololens (i.e. device level security) or some type of global reset on profile level of security. 

    Since I have seen this issue before and so far it was related to some higher level IT policy for the organization being reset or defaulting to blocking guides. 90% of the time it was a global policy issue related to people (i.e. profile security) and I believe one time it was related to a specific Hololens device policy getting changed. 

    Notice I said believe, because I don't actually work in IT, just closely with them. So I never get the full details when things get broken/fixed.

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