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Remote Assist will not allow permissioned user to login to App

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Posted on by RodKr

I've taken a test user from my tenant, added subscription Licensing for both D365 & Office 356 E5; and permissioned them to use Remote Assist.  I've downloaded the app from the link that was emailed to the user.  When I open the app and choose to login with the user's AAD credentials (the same AAD credential used to log into the HoloLens, and in the Office Admin Portal); I receive "Subscription Needed: Make sure you are using a work or school account with an active subscription for Remote Assist."

I have added this user to the subscription; they received the email invite and install link for the product.  The only account used on the HoloLens since it was reset is the same AAD user that was permissioned.

Ideas?

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  • Suggested answer
    Sheri_MSFT Profile Picture
    Sheri_MSFT 440 on at
    RE: Remote Assist will not allow permissioned user to login to App

    Hello,

    Thanks for reaching out. You are right, there is a 30-day trial version. Have you already reached out to info.microsoft.com/ww-landing-Dynamics365-Customer-Request-Website.html or 1-888-477-7989 to request the Remote Assist trial? You will need to do that first to get your trial set up.

    Thanks,

    Sheri

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Remote Assist will not allow permissioned user to login to App

    I do have the same issue as RodKr,

    I tried to follow the documentation and this states that a 30 day trial version should be available and could be signed up via Office Admin Center or the Partner Center Portal

    docs.microsoft.com/.../buy-and-deploy

    But no Idea how to do this via Office Admin Center.

    Many thanks

  • Suggested answer
    Sheri_MSFT Profile Picture
    Sheri_MSFT 440 on at
    RE: Remote Assist will not allow permissioned user to login to App

    Some additional tips/thoughts:

    Please confirm that the license assigned is specifically the “Dynamics 365 Remote Assist” license.  A Dynamics 365 license does NOT include the Remote Assist license, as it is a stand-alone license that isn’t included in other Dynamics 365 bundles.

    If you have confirmed that you already have a Dynamics 365 Remote Assist license, make sure there is a good internet connection on the HoloLens.  If the internet connection is down at the time of the license check, it will fail even if there is a license assigned.

    Thanks!

    Sheri

  • Verified answer
    Sheri_MSFT Profile Picture
    Sheri_MSFT 440 on at
    RE: Remote Assist will not allow permissioned user to login to App

    Hello,

    It sounds as if you have downloaded the app, but have not yet purchased the actual Remote Assist subscription. You can check on this by contacting 1-888-477-7989 or by reaching out here:  info.microsoft.com/ww-landing-Dynamics365-Customer-Request-Website.html

    Thanks,

    Sheri

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