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application MS Remote assist keeps disabling automatically

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application MS Remote assist keeps disabling automatically the option to allow users to sign in. Customer needs to enable it manually.

Currently the option is set to true because the cx enabled it manually.

But cx wants to know why the option was disabled.

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  • mikush Profile Picture
    mikush on at
    RE: application MS Remote assist keeps disabling automatically

    Could example sequence be failing as Microsoft Remote assist is disabled?

    I have since once again, enabled this feature but its safe to say it will disable again shortly for unknown reasons.

  • mikush Profile Picture
    mikush on at
    RE: application MS Remote assist keeps disabling automatically

    Thanks for reviewing this further.

    example user Sequence:  I launch the application, It takes some time to get things ready, I am prompted to select an account, I select the existing work/school account  and press continue, I am prompted to verify my identity with a cell phone texted code (because I am on a hotspot), then I get the error with a window titled work/school account.

  • Jason@MS Profile Picture
    Jason@MS on at
    RE: application MS Remote assist keeps disabling automatically

    Ah, okay.

    This sheds a little bit more light.

    Just to be clear, the issue here is that the HoloLens is asking for a user login every time someone tries to log into the device? And it asks for this no matter what application the user then goes on to use on the HoloLens?

    If true, this narrows it down a bit to being a HoloLens OS issue that happens before Remote Assist and is probably related to device settings rather than to the Remote Assist application itself.

    I'll start looking into why that setting wouldn't save.

    Is the company using a mobile device manager to control the HoloLens?  Do they own more than one HoloLens?

    I ask because there is a difference in behavior depending on they initially set it up.  docs.microsoft.com/.../hololens1-start

  • mikush Profile Picture
    mikush on at
    RE: application MS Remote assist keeps disabling automatically

    Answers to most of your questions:

    • With the issue, is the HoloLens requiring a login, then the user starts Remote Assist and another login is required? Or when in the flow does the login request occur?

    o The HoloLens will always prompt for a login to authenticate the user before signing in. – I am inquiring regarding if Remote Assist prompts another login when opening the application.

    • Is this for the same user each time or are multiple people using the HoloLens?

    o All Remote Assist Users using the HoloLens devices

    • HoloLens or HoloLens 2?

    o HoloLens Generation 1

    • Is the user for the HoloLens login the same user for the Remote Assist login?

    o My assumption is yes, I have reached out to the LOB for a response.

  • Jason@MS Profile Picture
    Jason@MS on at
    RE: application MS Remote assist keeps disabling automatically

    Hey Michael,

    So this is happening at the Office Admin level?  

    The ITPro is assigning a license and then that license is being unassigned?

  • mikush Profile Picture
    mikush on at
    RE: application MS Remote assist keeps disabling automatically

    CX has purchased licenses of RA? Yes

    CX has Teams? Yes

    CX has HoloLens? Yes

    CX's IT pro has assigned RA Licenses to users?Yes

    CX's licenses keep getting turned off

    asking cx your questions.

  • Jason@MS Profile Picture
    Jason@MS on at
    RE: application MS Remote assist keeps disabling automatically

    Thanks.

    And with the issue, is the HoloLens requiring a login, then the user starts Remote Assist and another login is required? 

    Or when in the flow does the login request occur? 

    Is this for the same user each time or are multiple people using the HoloLens?

    HoloLens or HoloLens 2?

    Is the user for the HoloLens login the same user for the Remote Assist login?

    Where in the flow is the user manually enabling automatic log in?

    Jason

  • mikush Profile Picture
    mikush on at
    RE: application MS Remote assist keeps disabling automatically

    Jason, CX =affected customer

    they are using HoloLens

    let me know what additional info you need to further assist

  • Jason@MS Profile Picture
    Jason@MS on at
    RE: application MS Remote assist keeps disabling automatically

    Hi Mikush,

    Can you give some more details on your question?

    • Are you HoloLens or Mobile?
    • What's a CX in this case?

    Trying to piece together what I think is happening and there isn't enough detail for me to figure it out.

    Thanks

    Jason

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