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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Dynamics 365 Guides PC...
Service | Customer Service, Contact Center, Fie...
Unanswered

Dynamics 365 Guides PC App Crashes on Log In

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Posted on by Pafkay 5

Hello

Strange problem here and i am looking for some insight

I download Dynamics 365 Guides from the Windows store, when I hit the 'Sign in' button you can see the "thinking circles" for a second in the background and then it goes straight back to Sign in, it repeats this behaviour continually and no error messages are displayed. I know that the account is set up correctly as our IT people can see successful logins on the server side as I hit sign in and I can log in to Power Apps with the same account, I can also use guides in the hololens headset with the same login details.

I have tried to reset the App using the App Settings option, I have re-installed about 15 times and have had two sessions with our IT guys that lasted over an hour looking for issues and nothing seems to work. This is a new computer and guides wasn't installed with a different account so there appears to be no conflicts there, I have looked in Credential manager and deleted anything that didn't have an obvious function and still nothing works.

I am using Win 10 22H2, version 19045.2251, Dell Precision 7770, 2th Gen Intel(R) Core(TM) i7-12850HX 2.10 GHz, 64GB ram

Any help would be appreciated as its driving me nuts

Thanks

Paf

I have the same question (0)
  • DavePinch Profile Picture
    DavePinch Microsoft Employee on at

    Hi Paf,

    I am on the Guides product team. I haven't seen this issue but I'm sorry for the frustration and I would like to get you unblocked ASAP.

    To expedite, please log into the Power Platform Admin Center (https://aka.ms/PPAC) and open a support ticket.

    • Look for the Help + support menu option on the left/side bar and follow the prompts.
    • You may need your IT person to create the ticket if you don't see the option or cannot access PPAC.
    • There should be no cost for this support.
    • Let me know if you have any troubles.

    Once your ticket is filed, a Microsoft support engineer will reach out and start initial triage.

    • Let them go through initial triage as they will check issues unrelated to Guides.
    • If they cannot solve the problem, your ticket will be escalated to our team.
    • Feel free to add me to the email chain any time (Dave Pinch, davepinch@microsoft.com) and I will help expedite any issues.

    Someone will probably ask you to submit a recording (repro steps) through Feedback Hub. You can send this proactively to save some time.

    • See https://learn.microsoft.com/en-us/dynamics365/mixed-reality/guides/submit-feedback
    • Be sure to select the Guides app as described. This will ensure the report collects extra Guides-specific information.
    • Based on your description, I would select the option to include a video recording so engineers can see exact behavior.
    • Make a note of the report title or feedback ID and send to me and/or CSS. This will let the engineers know they can find it right away instead of asking.

    Thank you for reporting this! 

  • Andy_MSFT Profile Picture
    Andy_MSFT Microsoft Employee on at

    Hi Paf, thanks for all the details.  I'm sorry about the frustrations, but I appreciate the approach you've taken so far, all the right steps.  Can you verify this account works on other PCs in your organization?

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