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Known issues with the Dynamics 365 Guides HoloLens app

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HoloLens and Microsoft Teams users experience unexpected results while recording a call

HoloLens and Teams Desktop users might experience unexpected results with recordings and Teams captions if a recording gets started and stopped from different devices. To minimize issues, have users within a device (HoloLens or Teams Desktop) start and stop the recording.

HoloLens users have trouble with notifications when receiving a call in Guides

If both Guides and Remote Assist are installed and you see a notification from one app and an OS notification from the other app, use the in app panel to respond to the call. Ignore the OS notification from the other app.

If both apps are closed, you can't receive the call. Open Guides to receive the call.

If both apps are installed and you see conflicting notifications, we recommend you turn off notifications from Remote Assist. Select Settings > System > Notifications > Dynamics 365 Remote Assist and toggle off. This change can take time to propagate. You might need to restart the device and wait a few days for the settings to take affect.

Guest users can't send or receive chat messages while in a group meeting

If you invite a guest user to a meeting, the guest is unable to send or receive chat messages in the meeting. Guest users can chat in one-to-one calls, but not in meetings.

Guide doesn't go to the next step when you rapidly air tap the Next button

If you open a guide in operator mode and rapidly air tap the Next button, the guide may appear stuck and doesn't go to the next step. To restore navigation, stop air tapping until any animation has finished, and then air tap a single time.

The “Call From” and “Call To” fields are blank when viewing records in the Phone Calls table

These fields are blank by design. The Phone Calls table is a common table used by Dynamics 365 apps to record phone call information. Dynamics 365 Guides and Dynamics 365 Remote Assist do not collect or populate these fields. Learn more about viewing and accessing call data

Why did my HoloLens display go blank for a few seconds when I placed a 3D object in the HoloLens app?

If you place a large 3D object in the HoloLens app, the display may go blank for several seconds while the model is being processed by Dynamics 365 Guides.

Telemetry data not stored for operators with Restricted Operator role in certain cases

Operators with the Restricted Operator role that don't have the appendTo privilege can access and operate guides but their session data (telemetry) is not stored for time-tracking purposes.

When you place large assets on HoloLens, you might experience minor loading delays

The HoloLens app currently loads the guide right after you open it. As you use the guide, the app loads it in the background. If your guide contains large 3D objects and media, you might experience loading delays of a few seconds.

An incorrect profile picture shows in the app

If an incorrect profile picture displays, make sure that you're signed in. Select the profile picture, sign out, and then sign back in by using your Dynamics 365 Guides credentials. Your profile picture should appear correctly.

By using the correct credentials to sign in, you ensure that your work progress is correctly tracked in Dynamics 365 Guides.

The video preview on a step is blurry

The PC app video may appear to be blurry when an author previews a video in the HoloLens app. The PC app converts and resizes videos when they're uploaded to ensure optimal performance on HoloLens. This transcoding process depends on the codecs installed on the PC and errors can occur if codecs are removed from the PC. The HoloLens app currently uses an optimized video specification of 853×480 H.264. If your video is recorded at a very high resolution, or if it's very large, the transcoding process on the PC might degrade the quality, making it appear blurry. To fix this issue, record and upload a new video, keeping its length and resolution in mind. Only the 853x480 video file is stored on Microsoft Dataverse.

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