Problems finding a user in Remote Assist

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Posted on by RWilsker

We had an odd issue in Remote Assist. The RA user was trying to call a second user - let's call that second user Bob. Bob is set up as a Guest user in Teams.

The HoloLens was unable to connect to Bob – his name wasn’t found when searching for contacts. When I went into Teams, Bob was showing as active, but I couldn’t find him on my HoloLens, either.

On a whim, I connected to Bob Teams to Teams, without a problem. When I then tried again with my HoloLens (which is logged in under the same ID I’m using for Teams), Bob’s name showed immediately. We duplicated those actions for the ID being used on the initial HL that reported the problem, and were successful in the same way.

Any idea why this behavior should happen? Something to do with Bob being a Guest user? We've been able to find other Teams users without issue.

All HoloLenses are HL2s and relatively new.