Known issues with Microsoft Dynamics 365 Guides

I can't open a guide because it's corrupted

In very rare cases, you may find that a guide has become corrupted. This is most commonly associated with guides that were shared with authors in the time period from September 2021 to December 2021. If you open a corrupted guide in the PC app, you'll see the following message.

Screenshot of message that appears when a guide is corrupted.

Learn how to fix a corrupted guide

Why isn't my operator sessions data being saved to Microsoft Dataverse?

We recently identified an issue with an update where Dynamics 365 Guides operator sessions data (for both authors and operators) has not been saved to Microsoft Dataverse. Users may notice that session data was not being recorded as early as October 15, depending on region.

This issue doesn’t affect the ability to operate a guide, but it does affect all Dynamics 365 Guides customers who analyze their guide session data or use the StepEnd event for integrations.

A fix will be deployed to all customers during the week of December 6, 2021, during regional maintenance hours. There is no action required to receive the fix. Additionally, Microsoft is updating the Dynamics 365 Guides 7.0 HoloLens app with a hotfix on December 2, 2021, to enable customers to begin saving sessions data before the general fix is ready. To apply this fix, see Update your solution.

If you have any questions, contact Microsoft Support.

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.

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: Get support for your Dynamics 365 product. This page can also be found by signing in to your Dynamics 365 account and selecting the Support link.

See also