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Remote Assist

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Posted on by FS-15040725-0

A few months ago I installed the Remote Assist app in my company Iphone to try the app with the free 30-day version.
Usage: an operator in production has the smartphone and using the app via camera would show the problem to a technician in the office who would talk to the operator and graphically indicate in the help space to get the job done correctly.
Now I no longer understand where this feature is and what I need to require to use it.

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Dynamics 365 Remote Assist

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FS-15040725-0 6 on at

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Remote Assist

Thank you very much for the answers.
Months ago I was able to download the Remote Assist app to my Iphone.
Now I can't find it in the app store.
How do I download it if a colleague of mine wanted to try Remote Assist?
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Daivat Vartak (v-9d... 6,651 Super User 2025 Season 1 on at

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Remote Assist

Hello FS-15040725-0,

It sounds like you're looking for Microsoft Dynamics 365 Remote Assist, and you're recalling its core functionality correctly. The ability for a frontline worker using a smartphone (or HoloLens) to share their real-world view with a remote expert who can then provide guidance through mixed-reality annotations is the primary feature of Remote Assist.

Here's a breakdown of where that feature is and what you likely need to use it now that your trial has ended:

Where is the Feature?

The core feature you're describing is accessed through the Microsoft Dynamics 365 Remote Assist mobile app on the operator's iPhone and the Microsoft Dynamics 365 Remote Assist app on the technician's PC (or HoloLens).

Operator's iPhone: They will use the Remote Assist mobile app. This app uses the phone's camera to share the live video feed of the issue.

Technician's PC: The technician will also need the Remote Assist application installed on their Windows PC. This allows them to view the operator's video feed, communicate via voice or text, and draw annotations that overlay the operator's view in real-time. Alternatively, if the technician has a Microsoft HoloLens, they can use the Remote Assist app there for a more immersive mixed-reality experience.

What You Need to Require to Use It Now (Post-Trial):

The free 30-day trial of Dynamics 365 Remote Assist is time-limited. To continue using the app, your organization will need to acquire a paid license for Dynamics 365 Remote Assist.

Here's what you'll likely need:

Dynamics 365 Remote Assist Licenses: Your company needs to purchase licenses for the users who will be using the Remote Assist app (both the operators and the technicians). Licensing is typically per user per month.

Dynamics 365 Remote Assist (User): This license is for individual users who need to make or receive calls using Remote Assist on phones, tablets, or HoloLens.

Microsoft 365 Subscription: Remote Assist often integrates with other Microsoft services like Microsoft Teams for communication. Ensure your organization has a relevant Microsoft 365 subscription that includes Teams.

Azure Active Directory (Azure AD) Accounts: Users will need Azure AD accounts (work or school accounts) to sign in to the Remote Assist app.

Internet Connectivity: Both the operator's iPhone and the technician's PC (or HoloLens) will need a stable internet connection to establish and maintain the Remote Assist call. Wi-Fi or cellular data can be used on the iPhone.

Steps to Get Started with a Paid Subscription:

Contact your Microsoft Account Representative or a Microsoft Partner: They can provide you with detailed information on licensing options and pricing for Dynamics 365 Remote Assist.

Purchase the necessary licenses: Your organization's administrator will need to purchase the appropriate number of user licenses through the Microsoft 365 admin center.

Assign licenses to users: Once purchased, the administrator will need to assign the Remote Assist licenses to the specific user accounts who will be using the app.

Ensure users have the Remote Assist app installed:

Operator (iPhone): Download and install the "Dynamics 365 Remote Assist" app from the Apple App Store.

Technician (PC): Download and install the "Dynamics 365 Remote Assist" app from the Microsoft Store.

Users sign in: Users will sign in to the Remote Assist app on their respective devices using their assigned Azure AD accounts.

Start using Remote Assist: Once signed in, operators can initiate calls to technicians, and technicians can answer and provide assistance with mixed-reality annotations.

In summary, the feature you're looking for is part of the Dynamics 365 Remote Assist app. To continue using it beyond the trial period, your organization needs to purchase and assign the appropriate user licenses. Contact your Microsoft representative to get the licensing process started.

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
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Tom_Gioielli 1,447 on at

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Remote Assist

To clarify, is this a question where the feature was working and now it was not, or have you been unable to get the feature running at all?

Collaborate in mixed reality with Field Service and Remote Assist - Dynamics 365 Field Service | Microsoft Learn

If you are using Field Service, you can initiate the call from directly in the Dynamics CRM Field Service mobile app. Otherwise, check the below link for how to initiate through Teams.

Collaborate with any user through Microsoft Teams mobile - Dynamics 365 Mixed Reality | Microsoft Learn

If this answer helped, please consider marking as verified.
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Holly Huffman 5,917 on at

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Remote Assist

Good morning, afternoon, or evening :) depending on your location!

To help you regain access to the Microsoft Dynamics 365 Remote Assist features you’ve described -

1. Core Functionality Overview

The feature you're referring to—using the smartphone camera to show a live video feed to a technician, combined with real-time annotations in the shared space—is a core capability of Microsoft Dynamics 365 Remote Assist.

However, after the free 30-day trial period, a valid license is required to continue using the app's functionality.

2. Steps to Regain Access

Check Licensing Requirements:

To continue using Remote Assist, your organization will need to purchase a subscription. The license is typically a per-user license.

Confirm with your IT or purchasing department if a license has already been procured. If not, you can obtain it through your Microsoft 365 admin portal or by contacting your Microsoft partner.

Ensure App Setup:

Verify that the Remote Assist app is still installed and updated on your company iPhone.

Log in to the app with your Dynamics 365 credentials that are linked to the licensed account.

Configure Permissions:

Ensure that the user account has appropriate permissions within Dynamics 365 for Remote Assist. This often includes access to Microsoft Teams (since the collaboration is powered by Teams).

Confirm that the technician and operator both have the necessary roles and privileges to use the app.

3. Troubleshooting Access

If the app no longer displays features like video sharing or annotations:

Check if the trial period expired and your account is inactive.

Verify if your company’s subscription includes Dynamics 365 Remote Assist (it may need to be added to your plan).

4. Additional Requirements to Use the App

Microsoft Teams Integration:

Make sure both the operator and technician have Teams accounts connected to the same tenant.

Teams is necessary for features like remote collaboration, annotations, and video calling.

Internet Connection:

A stable internet connection is required for seamless operation between the production floor and the office.

Hope this helps some!