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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Unable to launch DYnam...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Unable to launch DYnamics 365 Guides in HoloLens

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Posted on by Community member 22
Hi!

Problem 1 on Device 1:
After clicking on the Guides icon in the Start menu on the Holoens 2, the Guides app box will appear. But when I click on the Play button, there is no status indicator to show that it is connecting to the Dynamics 365 Guides on the cloud.
It is literally like a blank. No, the vertical menu doesn't appear when I look at my palm.

I have updated the 5 Dec solution in Power APps admin today, and the PC app launches successfully after the update. But the HoloLens app is not working properly.

I last used it successfully a few days ago. Even before updating the solution, I couldn't launch the app successfully . 

Problem 2 on Device 2
We got another device recently.  I installed the Guides app > launched it > signed in with the same account used on Device 1 > selected the environment.

However it won't launch. The error message is that the app is not updated and to contact admin.  Not sure what this meant as the Guides app on the HOloLens was installed a couple of weeks ago, and the solutions on the Power APps Admin has also been updated. 

Wonder if the Microsoft team has an steps I can take to resolve the two issues?

Thanks much!
 
I have the same question (0)
  • RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Hi,
     
    Regarding your first question, we think it could be an issue with your HoloLens network settings, please check if your HoloLens network settings are normal.
     
    The points above are just some of our guesses and we are in the process of testing them (we have tested that the app works fine on our computer).
     
    In addition, if this issue has affected your normal use, we recommend you to seek Microsoft technical support using the link below it.
    https://admin.powerplatform.microsoft.com/support
     
     
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang
  • Raidenn Profile Picture
    Raidenn 35 on at
    Hi OP, 
    Your Problem 1 on Device 1: is the same issue from this thread.
    I opened a Feedback Hub topic at URL https://aka.ms/AAo8v9v .
    Please Upvote this Feedback Hub topic to help gain traction on a fix, and reply to this topic with any additional details that you can help add, thanks!
    Edit 2/29/24: Users have reported that a "major update" was available on their HoloLens 2 and that after completing this update Guides was able to reach the main menu and the issue is fixed!
  • Suggested answer
    Raidenn Profile Picture
    Raidenn 35 on at
    Hi OP, 
    For Problem 2 on Device 2 This is a result of the Dynamics 365 Guides application on the HoloLens 2 being out of date. 
    The exact solution for this is to open the Microsoft Store on the affected device and then first update the Microsoft Store to the latest version (in Downloads and Updates).  After the Microsoft Store is on the latest version, it should also find the latest update to Dynamics 365 Guides and update the application. Please check the "Library" button (near the bottom left) and then select "Get Updates" > "Update All"
    The Dynamics 365 Guides should have an update available. 
     
    The alternative solution (if The Microsoft Store is hidden from user's view by a Multi-app kiosk profile), is to open Settings > Apps > Look on the left side for an "App Updates" tab. Select App Updates > Get Updates.
    If your "App Updates" tab does not appear, ensure your HoloLens2 OS is on the latest version by updating the OS in Settings > Update & Security > Check for  Updates. 
    The "App Updates" tab is a very new feature inside of settings which appears in the latest builds of HoloLens2 OS. 
    If your HoloLens2 OS is out of date, you will not see the "App Updates" tab in Apps inside of Settings. 
     
    Please let me know if either of the proposed solutions works, thanks!

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