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Suggested Answer

Dynamics 365 Remote Assist on HoloLens 2 cannot enable incoming call notifications

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Posted on by CU20051506-0 4

Hello,

Since May 19, 2026, we can no longer make or receive calls from Dynamics 365 Remote Assist on HoloLens 2 to PC/Teams users.

PC-to-PC Teams calls work correctly. The issue only affects Remote Assist on HoloLens 2.

The HoloLens shows an error saying that notifications for incoming calls could not be enabled.

We have already checked:


  • Active Dynamics 365 Field Service license until 2027.

  • User has Dynamics 365 Field Service and Microsoft Teams Essentials assigned.

  • Remote Assist is updated to version 318.2604.07001.

  • HoloLens was factory reset.

  • The HoloLens and Remote Assist are signed in with the same Microsoft ID account with field service license.

  • The issue still persists.

Could this be related to a Remote Assist/Teams backend issue, WNS push notifications, Teams calling policies, or a tenant configuration change?

Any guidance on what to check or which logs to collect would be appreciated.

 

Thank you.

Categories:
Dynamics 365 Field Service
Dynamics 365 Remote Assist
I have the same question (0)
  • Suggested answer
    Assisted by AI
    ANInnoSolutions Profile Picture
    ANInnoSolutions 534 on at
    Hi CU20051506-0,
     
    1) Issue
    Since May 19, 2026, Dynamics 365 Remote Assist on HoloLens 2 can no longer make or receive calls with PC/Teams users.

    Observed behavior:
    - Calls between PC and Teams work correctly
    - Issue occurs only with Remote Assist on HoloLens 2
    - Error message on HoloLens indicates that notifications for incoming calls cannot be enabled

    2) Reason
    At this point, there is no single confirmed root cause, but the issue strongly indicates a problem in the Teams and notification integration layer used by Remote Assist.

    Potential contributing factors include:
    A) WNS push notification failure
    - Remote Assist relies on Windows Notification Service for incoming call alerts
    - If WNS registration fails or is blocked:
    - Incoming calls cannot be received
    - Notification enablement fails

    B) Teams backend or policy changes
    - Remote Assist uses Teams infrastructure for calling
    - Changes in:
    - Teams calling policies
    - App permissions
    - Tenant-level settings

    may block:
    - Call signaling
    - Notification delivery

    C) Authentication or token issues
    - Even with correct licensing:
    - Token mismatches between HoloLens, Remote Assist, and Teams
    - Conditional Access or MFA policies

    may prevent proper call setup.

    D) App version and service compatibility
    - Remote Assist version may be up to date, but:
    - Backend APIs or Teams services may have changed
    - This can result in:
    - Notification initialization failures

    E) Tenant or service regression
    - Given the issue started on a specific date:
    - May indicate a service-side regression
    - Microsoft backend change or outage affecting Remote Assist

    3) Resolution
    Step 1: Validate Teams calling policies
    - Check in Teams Admin Center:
    - Calling policies assigned to user
    - Ensure VoIP and calling features are enabled

    Step 2: Verify app permissions
    - Confirm:
    - Remote Assist has permission to access notifications
    - HoloLens settings allow notifications for the app

    Step 3: Test WNS connectivity
    - Validate:
    - HoloLens can reach Microsoft notification services
    - Check network:
    - Firewall or proxy blocking WNS endpoints

    Step 4: Re-authenticate completely
    - Sign out from:
    - Remote Assist
    - Teams
    - HoloLens device
    - Sign back in and reinitialize

    Step 5: Check Conditional Access policies
    - Review Azure AD policies:
    - Device compliance
    - Session restrictions
    - MFA requirements

    Ensure they do not block:
    - Teams or Remote Assist signaling

    Step 6: Collect logs
    From HoloLens:
    - Device Portal logs
    - Remote Assist logs
    - Teams logs

    From tenant:
    - Azure AD sign-in logs
    - Teams call analytics
     
    ---

    Summary
    The issue is most likely related to notification delivery or Teams integration rather than licensing or device setup.

    Given the timing and symptoms, the most probable causes are:
    - WNS notification failure
    - Teams policy or backend change
    - Authentication or tenant configuration issue

    Further investigation requires log analysis and possibly Microsoft support involvement.
     
    For a more detailed answer, please provide more information.
     

    Rg,

    Alexander

    *Due to the complex and different possibilities of deploying Dynamics 365 I highly recommend not to setup the application without some expert/partner or support. (For more information contact me under anassl@inno-solutions.info or visit www.inno-solutions.de)

    *The Information comes directly from the manufacturer or provider and are validated (not guaranteed) up to date of creation of the posting.

    References:

    1. Microsoft Licensing Guide
    2. Microsoft Doc`s/Learn
  • CU20051506-0 Profile Picture
    CU20051506-0 4 on at

    Hi Alexander,

     

    Thank you for your detailed response.

    Unfortunately, we are still experiencing the same issue with Dynamics 365 Remote Assist on HoloLens 2.

    The problem is still the same:

     

    • Remote Assist on HoloLens 2 cannot make or receive calls.
    • Calls between PC users work correctly.
    • Calls between PC and mobile Teams users also work correctly.
    • The issue only happens on HoloLens 2.
    • The error shown on the HoloLens is:

    “We couldn’t turn on notifications.

    We couldn’t set up notifications for your incoming calls.”

    We have already tested and ruled out several possible causes:

     

    • The users have valid Dynamics 365 Field Service licenses assigned.

    • The licenses are active until 2027.

    • The users also have Microsoft Teams Essentials assigned. its not the problem, we also remove/put this license but its same behaviour.

    • Remote Assist is updated to the latest available version.

    • We factory reset one HoloLens 2.

    • After the reset, we signed in to the HoloLens with the same Microsoft Entra ID account used in Remote Assist.

    • We tested using the corporate Wi-Fi and also a mobile hotspot.

    • The issue persists in both cases.

    • We do not see any obvious issue in the Microsoft 365 tenant or Service Health.

    • The issue started suddenly around May 19, 2026. Before that, everything worked correctly.


      •  

    At this point, it does not seem to be a licensing issue, a device profile issue, a network issue, or a general Teams calling issue. It seems specific to Remote Assist on HoloLens 2, especially when it tries to configure incoming call notifications.

    We also checked the Field Service environment topic, but Remote Assist had always worked for basic HoloLens-to-Teams calls without any Field Service/Dataverse environment configured, so we are not sure that this is related.

    Do you know if there is any known issue specifically affecting Remote Assist on HoloLens 2 notification registration or the HoloLens Remote Assist client?

    Is there any specific log, diagnostic package, or escalation path we should provide to Microsoft so this can be investigated by the Remote Assist / Mixed Reality product team rather than general Teams support?

    Thank you again for your help.

     

    Best regards,

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