remote assist doesn't evaluate my work account as valid

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Posted on by Art.Bukashkin

Good afternoon.

When you try to launch Remote Assist and specify a working Mars account, you get an error that there is no connection to Azure (screenshot attached). Before that, everything worked correctly + this account is 100% connected to Azure. Before that I ran a 90 day trial of this

When you click Try Again, the app tries to load and freezes.

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Xonatia Lee 25 on at

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Hi Art. Sometimes when you turn on the HoloLens and it hasn't been connected to the Internet yet, it will throw this error. Does this error still persist when you are connected to the Internet?

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Art.Bukashkin 5 on at

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Hi Xonatia! Thank you for your reply. Of course I check my internet connection. The trouble is in connection to Azure.

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Vincent Guigui 315 on at

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If you have a iOS or Android device, could you try to download the Remote Assist on your smartphone and logon with the same account ?

In addition, could you verify that your HoloLens Date and Time+TimeZine are set correctly.

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Art.Bukashkin 5 on at

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Hi Vincent!

I tryed to start remote assist on my iPhone, but it's doesn't work. I get a few errors (photos in attachment), try to connect several times.

Date and time setup correctly.

Thanks in advance!

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Vincent Guigui 315 on at

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If both HoloLens and iOS apps are failing, it can be an issue with your network.

Using VPN, Proxy or strict Firewalls may block Remote Assist traffic.

Can you access the URLs from the device Web browser:

- https://go.trouter.skype.com/ (should display a simple text: "Trouter")

- https://teams.microsoft.com/ (should show the Microsoft Teams login page)

If one of those pages are not accessible, please check with your Network Admin on how to whitelist those.

Good luck

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Art.Bukashkin 5 on at

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[quote user="Vincent Guigui"]
If both HoloLens and iOS apps are failing, it can be an issue with your network.

Using VPN, Proxy or strict Firewalls may block Remote Assist traffic.

Can you access the URLs from the device Web browser:

- https://go.trouter.skype.com/ (should display a simple text: "Trouter")

- https://teams.microsoft.com/ (should show the Microsoft Teams login page)

If one of those pages are not accessible, please check with your Network Admin on how to whitelist those.

Good luck
[/quote]

Vincent,

I tried to connect the link you shared before - it's both works.

However, if I try to use my home wifi w/ hololens, or LTE on a phone - same result. It's now a connection issue.

Thanks for your time!

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Jason@MS on at

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Let's step back to help diagnose the issue.

Can you login to Teams on PC/Mobile and make a Teams call to anyone? If no, then we need to look at what's happening with your user and what licenses are assigned to that user. It may not be a Remote Assist issue.

You mentioned a Trial account, what was on Trial? Azure, Teams, Remote Assist?

If your Remote Assist trial account ran out, did your company purchase Remote Assist licenses?

If your company did purchase licenses, did your Office Admin assign a Remote Assist license to the user?

Let's start with those questions before trying to figure out more.

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Art.Bukashkin 5 on at

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Hello Jason,

Thanks for your response.

So,

- Yes, Teams is my work tool for my daily issues

- Remote Assist Trial Account. Previously I started trial version of Remote Assist on my Hololens and it's work properly. After I don't use Hololens, due to business trips. Then it's doesn't work

- No, we didn't. Trial account work for 90 day, now it's about 30 days after I activate it. Before the purchase I want to figure out can we use Remote Assist in our "digital pilot". This is the issue.

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Jason@MS on at

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Hrmms. Okay.

Let's try some other things. Thanks for your patience here.

1. When you are on HoloLens can you use the Edge browser to access any websites? If no, this indicates a connectivity issue.

2. Can you try using Remote Assist on Mobile as a test to see if it's something to do with HoloLens? Remote Assist is on iOS and Android on phones that support ARKit/ARCore (most phones from the last 3 years) If it works on Mobile, then it points at the HoloLens, if it doesn't work on Mobile then it's pointing at permissions or network setup issue.

Let me know when you find and then we can go further.

Cheers

Jason

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Art.Bukashkin 5 on at

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Jason,

Thanks for your help.

1. Yes, I can use EDGE browser to access websites, actually I can even use web version of Teams.

2. For my work account - no. You can find screenshots above - I tried to use Remote Assist and got some errors.

Cheers

Artem

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