Known issues with Microsoft Dynamics 365 Guides

I can't install or upgrade the Dynamics 365 Guides solution

To install or upgrade the Dynamics 365 Guides solution, you must have admin permissions for Dynamics 365 Guides. You must also have a Dynamics 365 Guides license assigned to your user account.

Learn more about updating the Dynamics 365 Guides solution.

I can't sign in

To sign in, you must use the Microsoft Dynamics 365 sign-in credentials for your organization. It will resemble: johndoe@contoso.onmicrosoft.com. You can't use a Microsoft account (used for Outlook.com, Windows Store, and so on) or your corporate credentials to sign in.

If you see any of the following errors, contact your IT admin, or see the self-service documentation at https://aka.ms/guidesdocs:

I don't see any guides in the Guides list

If you don't see any guides, either your internet connection is unstable, or you might have signed in to an instance that doesn't have any guides. First, check your internet connection. If you're connected, try to sign in again, and make sure that you sign in to the instance that has the guides that you're looking for. If you still don't see any guides, contact your admin.

Improvements for 3D model positioning in the October 1 release might shift models in guides that were created before October 1, 2019

In the October 1 release, code for hologram positions was refactored to enhance overall performance and enable future improvements. If scale was applied to imported 3D models, you might notice that the position of those models has shifted. In this case, you must reposition those 3D models. This issue doesn't affect the position of models from the 3D toolkit.

When signing in with a brand new account on the PC and HoloLens apps, there is a link to create a new account:

Sign-in screen

Please do not use this link to create an account–it doesn't work.

I can't see guides that I created or guides that my teammates created

If you don't see any guides, either your internet connection is unstable, or you might have signed in to an instance that doesn't have any guides. First, check your internet connection. If you're connected, try signing in again, but this time make sure you sign into the instance that has the guides you were looking for. If you still don't see any guides, contact your administrator.

Text wrapping on the PC and in HoloLens might differ in rare cases

In rare cases, you might notice that text is wrapped in the Step card view in HoloLens but not on the PC. This issue occurs because, for the sake of readability, Dynamics 365 Guides renders fonts at different sizes on the PC and in HoloLens, and different widths of characters might cause them to go to the next line. To ensure that this issue doesn't affect the operator experience, validate the text for all steps in the HoloLens app before you share your guides with operators.

I have an issue that isn't listed in these troubleshooting steps

Please contact customer service: https://docs.microsoft.com/dynamics365/get-started/support/. This page can also be found by signing in to your Dynamics 365 account and selecting the Support link.

See also

Known issues with the PC app
Known issues with the HoloLens app
Dynamics 365 Guides FAQ