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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / New users unable to Lo...
Service | Customer Service, Contact Center, Fie...
Suggested answer

New users unable to Login to Remote Assist

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Posted on by Vijindra 22

Hi Team,

I have just rolled out Remote Assist to multiple users. Nearly 100 users are on now subscribed to Remote Assist License.

3 of our users have reported Login Failure. Details are attached for reference.

Please note that All users are connected to AD account.

After they are directed to company sign in page , they are encountering error.

They have tried using multiple devices - Mobile phone on Wifi , GSM network , still fail to login.

Please note other users are able to login to using same device. Hence network / device related issue is ruled out.

We have deleted & reassigned the license to all the 3 users, but still fail with same error.

Can you please advise what is required to be done next.Login-Error.JPG

  • Suggested answer
    Vijindra Profile Picture
    Vijindra 22 on at
    RE: New users unable to Login to Remote Assist

    Hi Team,

    When I encountered this issue, the Multi Factor Authentication ( MFA) was disabled for the users who encountered the issue.

    After this step , the users were able to login normally.

    This can be a quick work around.

  • Community Member Profile Picture
    Community Member on at
    RE: New users unable to Login to Remote Assist

    I'm affected by the same issue today, as described above. I'm Using iPhone 7.  3 weeks before I've used the same / identical iPhone with a RA test License, which works fine. Now I've been granted to a regular RA licence on which I try to connect with my Azure AD. Any idea for the way out here is highly appreciated  

  • Anthony Dong Profile Picture
    Anthony Dong on at
    RE: New users unable to Login to Remote Assist

    Hi ,

    have you ever asked these 3 users to switch other devices ? These Users are using IOS devices ? Still think this looks more like network issue, but not quite sure. If you click "Ignore", if you can access D365 remote assist ? Have you ever tried to restart your devices ?

    I would like to suggest you raise a ticket for MS support team for further troubleshooting.

  • Jason@MS Profile Picture
    Jason@MS on at
    RE: New users unable to Login to Remote Assist

    Hi Vijindra,

    Not sure on what this could be so I think you should submit a support request for assistance on this one.

    Best

    Jason

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