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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / HoloLens 2 - Remote As...
Service | Customer Service, Contact Center, Fie...
Suggested answer

HoloLens 2 - Remote Assist crashes on startup

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Posted on by Luigi O. 5

Hello, I have an issue with Remote Assist app on HoloLens 2. The first time I downloaded and started the app all works fine: the Login proceed perfectly and I'm able to start a call with my collegues. When I close and re-open the app, the app closes after a while without showing anything.

The only thing I can do is to go into the HoloLens Settings --> Apps --> Remote Assist --> Advanced Options and Reset the application DATA. Doing this, the first time I launch the app, it works, but the second and next times it crashes.

I already tried to re-installing the app from the Store, but the problem persists.

Thanks.

  • Suggested answer
    DavePinch Profile Picture
    DavePinch on at
    RE: HoloLens 2 - Remote Assist crashes on startup

    Hi Luigi! Thank you (and everyone else) for reporting this issue. We were able to identify the root cause and publish a fix.  Please update your HoloLens app to version 312.2212.08003.0 to get the fix -- and let me know if you continue to experience any issues.

  • RS-05071740-0 Profile Picture
    RS-05071740-0 18 on at
    RE: HoloLens 2 - Remote Assist crashes on startup

    Ah, thank you for sharing your App version number!

    I am running the same App version number as you --  perhaps the issue is caused by something else(?)

    For instance, I have not yet upgraded my Power Platform Environment's App Package for Remote Assist to 1.0.0.438, I am still running Package 1.0.0.371, and it says, "ï…§Update available"

    However, my HoloLens2 apps are the latest 311.2210.26003.0 and do not reproduce the issue, and that is why I am assuming the issue is caused elsewhere.  

    Hopefully this info helps identify the root cause!

  • Remy Rouinvy Profile Picture
    Remy Rouinvy 243 on at
    RE: HoloLens 2 - Remote Assist crashes on startup

    Hi Raidennn,

    I am experiencing crash with the last version (311.2210.26003.0).

    I've checked the Remote Assist solution on the environment and it seems up to date.

    Maybe Microsoft will finally release a fix or at least a statement.

    Kind regards,

  • RS-05071740-0 Profile Picture
    RS-05071740-0 18 on at
    RE: HoloLens 2 - Remote Assist crashes on startup

    I found my version in settings>apps>dynamics 365 remote assist>advanced options> and am running version 3.11 (311.2210.26003.0) and tried reboot but it seems to be working

    Which version are you experiencing the error? Thanks!

    Edit: I wonder if it may be related to environment database version in https://admin.powerplatform.microsoft.com/environments/ environment > resources > Dynamics 365 Apps> Updates

  • Timo Puukko Profile Picture
    Timo Puukko 15 on at
    RE: HoloLens 2 - Remote Assist crashes on startup

    Hi Raidennn,

    did try rebooting/resetting but not this week njet . I have managed to sign-in to Remote assist when I've been repeating sign-in, usually after 10-15 tryouts it finally signs-in and works normally. Not very professional solution, I know. =) But will try reseting etc soon again if it will have some effect this time.

    Cheers,

    Timo

  • Remy Rouinvy Profile Picture
    Remy Rouinvy 243 on at
    RE: HoloLens 2 - Remote Assist crashes on startup

    Hi Raidennn,

    Like Luigi O said in his original post, we've already tried resetting/re-installing the application many times, it works only until we reboot the HoloLens (long reboot doesn't change anything).

    I've personnaly tried yesterday and the same crash happen.

    For now the only working solution we've found is to install the previous version of Remote Assist.

    Kind regards,

  • RS-05071740-0 Profile Picture
    RS-05071740-0 18 on at
    RE: HoloLens 2 - Remote Assist crashes on startup

    Hi Timo, is this issue reoccurring today?  Have you tried rebooting the HoloLens 2 and/or resetting the App data to see if that helped?

    I can confirm the sign-in process is working fine for me and others over the past couple of days.

  • Timo Puukko Profile Picture
    Timo Puukko 15 on at
    RE: HoloLens 2 - Remote Assist crashes on startup

    Hi Luigi,

    thanx for doing so. I have managed to log in to Remote Assist time to time (I would say once in every 20 tries) so maybe its some Dynamics server based problem after all. Noticed also that 3D Viewer Holograms aint working anymore, says something about not being able to connect content provider (its Microsoft's app as well).

  • Luigi O. Profile Picture
    Luigi O. 5 on at
    RE: HoloLens 2 - Remote Assist crashes on startup

    Thanks for the suggestion Remy. I'll see if Dynamics 365 Team will solve the problem before doing this.

  • Luigi O. Profile Picture
    Luigi O. 5 on at
    RE: HoloLens 2 - Remote Assist crashes on startup

    Hi Timo, unfortunately not yet. I opened a support ticket directly to Dynamics 365 Team.

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