Dynamics 365 Remote Assist FAQ

Here are answers to common questions about using Microsoft Dynamics 365 Remote Assist.

For additional information, see Get help with HoloLens.

If you’re an IT admin and you want to deploy Remote Assist to devices running the HoloLens Commercial Suite, see Buy and Deploy Remote Assist

Can I still use the preview app?

The preview period has ended. Existing preview app customers have until December 31, 2018, to upgrade to a paid subscription. 

Can I try the app before buying it?

Yes, Remote Assist is available as a free 30-day trial. For more information, see Buy and deploy Remote Assist.

What are the technical requirements for installing Remote Assist?

To use Remote Assist, you’ll need:

How often is Remote Assist updated?

Remote Assist will follow the Modern Lifecyle Policy with continuous service updates and major updates every 6 months (October/April).

Why am I not getting incoming call notifications?

This can happen if you’re signed in to Remote Assist with a different account than the one you used to sign in to your HoloLens. Make sure you’re signed in to both the app and the device with the same account. 

I see a message saying I have no internet connection.

To use Remote Assist, you need a Wi-Fi connection. Make sure your HoloLens is connected to Wi-Fi.

Remote Assist is frozen or unresponsive.

Try closing and reopening Remote Assist. If you’re still having problems, restart your HoloLens.

Remote Assist isn't showing my contacts.

If you don’t see the contacts you expect, try the following:

  • Make sure you’ve signed in to Microsoft Teams at least once with the account you’re using on your HoloLens.

  • Close and reopen Remote Assist.

  • Restart your HoloLens.

The Mixed Reality toolbar doesn’t appear on the PC Teams client during a Remote Assist call.

This might happen if Teams has downloaded a new version of the client in the background but is still running the older version of the app. Restarting your PC will usually fix this issue.

Why does audio sometimes cut out even in quiet environments?

If Remote Assist is used in a loud environment, use headphones on both ends for better communication. Using headphones for both users prevents any echo filtering from proactively turning on noise cancellation, which turns off audio.

Can I use Remote Assist to place a call between two separate tenants?

Yes, but only if the expert is calling as a guest on the other user’s tenant. Currently, Remote Assist doesn’t support two users calling each other even if two tenants are joined by federation.

Does Microsoft Teams include the same Remote Assist features on all platforms and devices?

No. Ink, arrows, and adding files are only available on Teams for PC.

I signed in to my HoloLens, but I still can't sign in to Remote Assist.

If you’re having trouble signing in to Remote Assist, try the following:

  • Make sure you’re using a work or school account, not a Microsoft account, to sign in to HoloLens.

  • Make sure that the work or school account you’re using has a valid Office 365 Business Premium or Essentials subscription with Microsoft Teams enabled.

  • Make sure your HoloLens is connected to the Internet.

  • Check with your administrator to make sure your device and network are set up to work with Remote Assist.

What languages is Remote Assist available in?

Remote Assist is available in English only.

Where is Remote Assist available?

Remote Assist, which requires Microsoft HoloLens, is available worldwide.

HoloLens devices are available in the following markets (English only):

Austria, Australia, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary Iceland, Ireland, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom, United States

Is group calling available in Remote Assist?

Group calling isn’t available at this time, but we’re working on it. This feature will be available sometime in 2019.

What file formats does the Insert file feature support?

The Insert file feature supports most image formats (JPG, GIF, PNG) and PDF files.

Can I share files from SharePoint on Remote Assist?

No, you can only share local files and files from OneDrive.

Still need help? Try our user forums

See also

Overview of Remote Assist
Requirements
User Guide
Set up and use Microsoft Teams with Remote Assist
How-to videos