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

I have the same question (0)
  • Timo Puukko Profile Picture
    Timo Puukko 15 on at

    Hi Luigi,

    i have had the same problem as well today. Have you found any solution to the problem?

    Timo

  • Remy Rouinvy Profile Picture
    Remy Rouinvy 243 on at

    Hi Luigi,

    We have the same problem too, the solution I've found is to reinstall the previous version of Remote Assist and block automatic updates via Intune.

    I've found the package at https://store.rg-adguard.net/

  • Luigi O. Profile Picture
    Luigi O. 5 on at

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

  • Luigi O. Profile Picture
    Luigi O. 5 on at

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

  • Timo Puukko Profile Picture
    Timo Puukko 15 on at

    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).

  • RS-05071740-0 Profile Picture
    RS-05071740-0 18 on at

    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.

  • Remy Rouinvy Profile Picture
    Remy Rouinvy 243 on at

    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,

  • Timo Puukko Profile Picture
    Timo Puukko 15 on at

    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

  • RS-05071740-0 Profile Picture
    RS-05071740-0 18 on at

    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

  • Remy Rouinvy Profile Picture
    Remy Rouinvy 243 on at

    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,

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