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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Guides won't launch on...
Service | Customer Service, Contact Center, Fie...
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Guides won't launch on HoloLens 2

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Posted on by Community member 22
Hi! 
 
After I select the Guides app on the HoloLens, the cube appears but after clicking the play button, nothing happens. No sign of it connecting to Dynamics 365 Guides .
 
Is it down?
 
I try reinstalling the app but same issue persists
I have the same question (0)
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Guides won't launch on HoloLens 2
    Hi,
     
    You can try updating HoloLens to the latest version or follow this guide to troubleshoot the issue.
     
    If the above reply has not solved your problem, it is recommended that you seek for official support.
     
    Best Regards,
    Dengliang Li
     
  • Raidenn Profile Picture
    Raidenn 35 on at
    Guides won't launch on HoloLens 2
    I am having the exact same issue with one of my clients. 

    Edit4: A possible fix is in!  Today (1/2/24) I Opened Guides > Program was still stuck at "Loading calling services..." 
    However, I went to Settings>Apps>Guides>Advanced Options> (Scroll down)Reset App> re-opened Guides>Accepted Permissions > Signed back in > Calling Services Loaded (Meetings / Recent Contacts).
    ​​​​​​​Issue is resolved and I can now make calls again.

    Edit5: 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
    Guides won't launch on HoloLens 2
    Hi OP, Can you please check my Edit4 and let me know if this App Reset procedure helps resolve your issue? 
    I am getting better results today after the new years 2024.  
    If this helps please mark the post as solved/answered. thanks!

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