web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

Season of Giving Solutions is Here!
News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Unable to search for ...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Unable to search for contacts

(6) ShareShare
ReportReport
Posted on by 宗和-26031457-0 14

I'm trying dynamics 365 remote assist on my iPhone, but when I search for contacts, I can't even find users within our tenant. 

Maybe I need to call the person from Hololens2 beforehand?
 
Even if I enter the recipient's address, the screen stays on this screen and no search results appear.
I have the same question (0)
  • CU02101037-0 Profile Picture
    CU02101037-0 2 on at
    I was facing a similar issue on my iOS device, I fixed that issue by using a 3rd party apps and games through Scarlet iOS app store. You can also try it to fix this issue.
  • CU25031907-0 Profile Picture
    CU25031907-0 6 on at
    Make sure the following are set up correctly:
     
    • Permissions – Ensure the app has access to your contacts.
    • Sign-in & Licensing – Confirm the user has a valid Dynamics 365 Remote Assist license.
    • Teams Integration – The recipient must be in Microsoft Teams with the correct permissions.
    • Network & Sync – Restart the app https://tik18apps.com/, check your internet, and sync contacts in Teams.

    You don’t need to call from HoloLens 2 first. Try signing out and back in, or reinstalling the app.
  • Suggested answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at
    Hello Community member,
     

    You're encountering a frustrating issue with Dynamics 365 Remote Assist on your iPhone, especially regarding contact searching. Let's troubleshoot this.

    Understanding the Problem:

    • Tenant Search Issue: The fact you can't find users within your tenant, even by entering their email address, points to a potential configuration or connectivity problem.
    • Loading Screen: The persistent loading screen suggests the app is failing to retrieve contact data.

      •  

    Troubleshooting Steps:

    1. Verify User Licensing & Permissions:

      • Remote Assist License: Ensure both you and the users you're trying to contact have valid Dynamics 365 Remote Assist licenses assigned.
      • Azure AD Permissions: Confirm that the necessary Azure Active Directory permissions are in place for Remote Assist to access user information.
      • Dynamics 365 Permissions: Check that users have the required Dynamics 365 security roles for Remote Assist. 

    2. Network Connectivity:

      • Stable Internet: Ensure your iPhone has a stable internet connection (Wi-Fi or cellular).
      • Firewall/Proxy: If you're on a corporate network, check for firewall or proxy restrictions that might be blocking Remote Assist's access to Microsoft services. 

    3. App Cache & Data:

      • Clear App Cache: Try clearing the Remote Assist app's cache and data (if possible on iOS). Reinstalling the app is also a good step.
      • Restart iPhone: A simple restart can sometimes resolve temporary glitches. 

    4. Azure AD Synchronization:

      • Recent User Addition: If the users you're searching for were recently added to your tenant, it might take some time for Azure AD to synchronize with Remote Assist.
      • Force Synchronization: If you have Azure AD admin privileges, try forcing a directory synchronization. 

    5. Remote Assist Configuration:

      • Tenant Association: Double-check that the Remote Assist app is correctly associated with your Dynamics 365 tenant.
      • Sign Out/In: Sign out of Remote Assist and sign back in with your Dynamics 365 credentials. 

    6. Hololens 2 Connection (Unlikely Cause):

       

      • Calling from Hololens 2 is NOT a prerequisite for finding contacts on the iPhone app. The iPhone app should be able to search your tenant's users independently.

    7. Region/Language Settings:

      • Match Region: Ensure your iPhone's region and language settings match your Dynamics 365 tenant's settings. 

    8. Microsoft Support:

       

      • Contact Support: If the issue persists, contact Microsoft Support for Dynamics 365 Remote Assist. They can investigate further and provide specific troubleshooting steps.

        •  

    Specific to the Loading Issue:

    • Data Retrieval Timeout: The persistent loading screen might indicate a timeout issue when Remote Assist is trying to retrieve contact data.
    • App Version: Make sure you're using the latest version of Dynamics 365 Remote Assist from the App Store.

      •  

    Troubleshooting Order:

    1. Verify licensing and permissions.
    2. Check network connectivity.
    3. Clear app cache/data and restart your iPhone.
    4. Sign out and back into the Remote Assist app.
    5. Contact Microsoft Support if the problem continues.

      6.  

    Let me know if you have any more details or if you've tried any of these steps already!

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak
  • Suggested answer
    CU12110807-0 Profile Picture
    CU12110807-0 6 on at

    Can’t find contacts? Let’s make sure everything’s in place:

     
       

    Permissions – Make sure the app can access your contacts. 

     

    Sign-in & Licensing – Verify the user has an active Dynamics 365 Remote Assist license.

     

    Teams Integration – Confirm the recipient is in Microsoft Teams and has the necessary permissions   

     

    Network & Sync – Restart the simcity app, check your internet connection, and sync contacts in Teams.

     
     

    No need to initiate a call from HoloLens 2 first. Try logging out and back in, or reinstalling the app if needed. capcut pro apk Get your free teen Patti Crown APK   Dixmax

  • Suggested answer
    CU12071209-0 Profile Picture
    CU12071209-0 4 on at

    It seems you're having trouble searching for contacts in Dynamics 365 Remote Assist on your iPhone. Here are a few things to check:


    1. Permissions & Syncing: Ensure your account has the correct permissions and that contacts are properly synced with your device.

    2. Network & Connectivity: Make sure you're on a stable internet connection and check if VPN/firewall settings are affecting the app.

    3. App Issues: Restart your iPhone or reinstall the app to fix potential glitches.

    4. Hololens2 Call: Try calling from HoloLens 2 first to initiate the connection, which may help the iPhone app recognize users.

    5. App Version: Ensure the app is up to date and you're using the correct contact format.

    Fore more detail you may also visit this website for some more updated guides. 

    •  
  • Suggested answer
    IamImran Profile Picture
    IamImran 10 on at

    I had same issue some time back. User wasn't showing up until I fixed license and tenant config. Reinstalling app helped too.

    btw, I was also checking using this once: https://capcut.tube/ maybe not related but just in case it matters.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Season of Giving Solutions is Here!

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the December Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 24 Super User 2025 Season 2

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 24 Super User 2025 Season 2

#3
TAHER Mehdi Profile Picture

TAHER Mehdi 14

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans