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Hi everyone,
I would like to ask a question regarding "File sharing" in a Remote Assist call.
We were able to use this feature a couple of months ago to share multiple files during a call between HoloLens user - Technician via MS Teams meeting. However, since last month, this feature is not working anymore. It keeps saying "We're setting your files. Check back in a few minutes.", but nothing happens. Please see the snapshot below for your reference.
Could you let me know why this happens to me? And How can I fix this?
Hi Loc Tran, I am on the RA & Guides team and I forwarded your posting to our engineers. We would like to investigate this issue and may need log files, etc. Is it possible for you to create a support incident with Microsoft through your admin portal or partner? That will create a formal support ticket that will get routed to our team and we can take it from there. Let me know if you have any trouble creating the ticket.
Hello Loc Tran,As a work around for this issue, you may be able to drag and drop files into the chat instead of using the paper clip. While this is not ideal, this worked for us when we encountered this issue. The file shows up in the chat and gets pushed across to the HoloLens user as well.We have noticed that we get this message whenever there are guest users in our remote assist calls, so we suspect that this is likely due to some of our security settings in Teams. Is this happening for you when there are guest or external users in the call? Or does it happen no matter who is in the call?
Hi Andrew,
Thank you for your responses.
This issue is happening no matter who are on the call.
The different between internal and external users is:
1. Internal call: Able to share the file by using the chat box (attach file or drag/drop file)
2. External call: NOT able to share file by using chat box - Currently there is no method for external users to share a file to HoloLens User
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