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User access denied to guides

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Posted on by Lei Zhang

We have setup a dynamic 365 guides environment for staff to use it with the HoloLens. There is an user continue getting an error, see the screenshot below:

Guides isn't setup correctly, or you may not have permission to access it.

He is in the right AD group for the environment.

He has the rights roles assigned to him, but he continues getting the permission error. Any idea?

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RyanN Microsoft Employee on at

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Hi Lei

Can you make sure that the user has a license assigned to them and the latest version of the Guides app that matches with your Guides solution.

You can check this compatibility table here: docs.microsoft.com/.../admin-apps-solution-compatibility

If you continue to have an issue please file a support ticket and we'll get on the case.

Ryan
Lei Zhang 10 on at

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Thanks for the quick response. What specific license do we need to assign to this user? He's the only one having this issue. The guides he downloaded just two days ago from the Microsoft store. I'll ask him to check the versions.
RyanN Microsoft Employee on at

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You need to assign a license via Microsoft Admin portal: docs.microsoft.com/.../setup-step-one

Another issue to consider is the time it takes to propogate permissions across systems. So, if you've done all of the above and they still cannot access let's try again tomorrow.
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AJ-22040756-0 Microsoft Employee on at

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Hi Partner

The correct Sequence to setup the Guides for a user is:

1. Purchase a subscription

2. Assign a license to a user

3. Install the App and then ask the user to access the App

Additionally

In the dialog box, under Licenses, select the Dynamics 365 Guides check box.

In the Apps list, make sure that the following apps are selected: Common Data Service, Dynamics 365 Guides, Power Apps for Guides.
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RS-05071740-0 18 on at

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Hi Lei, I realize this is three years in the future, but I hope provide some details that could potentially help others with this same issue.

The error message, "Guides isn't set up correctly, or you may not have permission to access it. Contact your administrator or use the documentation link below." ("setup" vs. "set up")?

This message can also relate to network reachability of the server endpoints of where Guides content is hosted.
Sometimes an internet firewall could deny the connection from your computer to the resources that it needs, and I have seen this error message appear when I am connected to my corporate (office) network.
As soon as I switch to an open Guest network (with different firewall rules), this error message above disappears, and I am able to fully sign in.

You can do process of elimination by connecting your computer wirelessly to your own Cell phone hotspot, or try a different Wi-Fi (or wired network) in hopes that it will allow the connection further.
If this test is successful, then you will need to forward this link to your company IT to have them whitelist/permit the connections to the endpoints listed at this URL:
https://learn.microsoft.com/en-us/dynamics365/mixed-reality/guides/admin-network-requirements

Most firewalls would recognize Microsoft endpoints and allow the connection, but for some networks with stronger security, a rejected network connection attempt can be the cause of this error message above.

Please let me know if this helps and if joining a Guest network or connecting to a Cellular Hotspot allows you to get past this error message.

Also, hopefully Guides team can take a look at this error message, confirm this solution, and add the above link to the documentation so that people will know where to look if and when they encounter this same error message.