Frequently asked questions for Dynamics 365 Remote Assist mobile

How can I tell what version I'm using?

In Dynamics 365 Remote Assist mobile's Main Menu, go to Information, and then find the version number in the App Version section.

Techniques to improve your tracking experience and surface detection

  • Move your phone from side-to-side at the beginning of a video call.
  • Try moving your phone more slowly.
  • Place annotations in your device's field of view and avoid lots of sudden movements.
  • Avoid frequently minimizing the app and reopening it while there are annotations present.

Limitations that may hinder your tracking experience and accurate surface detection

  • Flat surfaces without texture, such as a white desk.
  • Environments with dim lighting or very bright lighting.
  • Transparent or reflective surfaces like glass.
  • Dynamic or moving surfaces.

What kinds of calls can a Dynamics 365 Remote Assist mobile user be in?

  • Can I make calls to a Teams desktop user? Yes.
  • Can I make calls to a Teams mobile user? Yes.
  • Can I make calls to a browser-based Teams user? No, not at this time.
  • Can I make or be in a group call or a call with three or more participants? Yes.
  • Can I be in a meeting? No, not at this time.

If remote collaborators (call receivers) have both Dynamics 365 Remote Assist mobile and Teams mobile installed on their devices, can they answer the call on Dynamics 365 Remote Assist mobile?

If you receive an incoming call on a device with both Dynamics 365 Remote Assist and Teams mobile installed, the call will be received on Teams mobile, unless you turn off incoming call notifications from the Teams mobile app.

Note

When a Dynamics 365 Remote Assist mobile calls a remote collaborator and the remote collaborator answers on Teams mobile, the remote collaborator will have the same capabilities as they would if they answered on Dynamics 365 Remote Assist mobile, except that the remote collaborator cannot share their space. Learn more here.

What is the size of the Dynamics 365 Remote Assist mobile app?

Depending upon the device and platform (iOS or Android), the download size of the app (data transferred) will be between 70 MB and 120 MB. Once the app is downloaded, the app package is decompressed and installed and the final size on the device may be larger.

Does Dynamics 365 Remote Assist mobile support external access (federation)?

No. External access (federation) is not supported for calls with Remote Assist mobile users at this time. Learn more about federation here.

Can a Dynamics 365 Remote Assist mobile user join a call with a Teams user who is a guest in the Remote Assist user's tenant?

Yes. Learn more about guest access here.

Does Dynamics 365 Remote Assist mobile support the ability to see both the live video feed from the rear-facing camera as well as the technician's face from the front-facing camera?

No, just the rear-facing camera at this time.

Does Dynamics 365 Remote Assist mobile support picture-in-picture so that technicians can see the remote collaborator's face on your device's screen?

Yes, only in one-to-one calls between Dynamics 365 Remote Assist mobile and Teams desktop/mobile users. It is not currently available in calls between two Dynamics 365 Remote Assist mobile users or group calls at this time.

During a call, can technicians use both the Dynamics 365 Remote Assist mobile app and their device's flashlight?

No, not at this time.

What countries is Dynamics 365 Remote Assist mobile supported?

For iOS and Android devices, Dynamics 365 Remote Assist mobile is available in most countries, except for Cuba, Iran, North Korea, Sudan, Syria, and Region of Crimea.

Note

In China, the Dynamics 365 Remote Assist mobile app is only available on iOS devices, and not Android devices. Specifically, Dynamics 365 Remote Assist mobile is not available on Vianet 21, it may be available by connecting to a global tenant outside of China where Dynamics 365 Remote Assist mobile is available. We are still working on making Dynamics 365 Remote Assist available on Android devices in China. For more information, contact D365rafb@microsoft.com.

What languages does Dynamics 365 Remote Assist mobile support?

Bulgarian (Bulgaria), Catalan (Spain), Czech (Czech Republic), Danish (Denmark), German (Germany), Greek (Greece), English (Australia), English (Canada), English (United Kingdom), English (United States), Spanish (Spain), Estonian (Estonia), Basque (Spain), Finnish (Finland), French (Canada), French (France), Galician (Spain), Croatian (Croatia), Hungarian (Hungary), Indonesian (Indonesia), Italian (Italy), Japanese (Japan), Kazakh (Kazakhstan), Korean (Korea), Lithuanian (Lithuania), Latvian (Latvia), Malay (Malaysia), Norwegian Bokmål (Norway), Dutch (Netherlands), Polish (Poland), Portuguese (Brazil), Portuguese (Portugal), Romanian (Romania), Russian (Russia), Slovak (Slovakia), Slovenian (Slovenia), Serbian (Cyrillic, Serbia), Serbian (Latin, Serbia), Swedish (Sweden), Thai (Thailand), Turkish (Türkiye), Ukrainian (Ukraine), Vietnamese (Vietnam), Chinese (Simplified, China), Chinese (Hong Kong S.A.R.), Chinese (Traditional).

How do I provide feedback on Dynamics 365 Remote Assist mobile?

Technicians can provide feedback or make requests directly in the Dynamics 365 Remote Assist mobile app. Providing in-app feedback is the best way for the Dynamics 365 Dynamics 365 Remote Assist mobile team to troubleshoot your issue because we can use your applications logs to see if there is an issue on our side. The Dynamics 365 Remote Assist mobile team values your feedback and strives to make significant improvements to the app.

In the Dynamics 365 Remote Assist mobile app, you can provide feedback by:

  1. Select the Main Menu icon.
  2. Select Feedback.
  3. Provide your feedback.

Note

Dynamics 365 Remote Assist mobile users can also provide feedback to our team in the Dynamics 365 Remote Assist Community Forum for Dynamics 365 Remote Assist or in the Dynamics 365 Remote Assist Ideas Portal for Dynamics 365 Remote Assist mobile.

How do I file a support ticket?

If you encounter an issue that blocks you from using the application and you don't see an answer on our user forum, please file a support ticket. Support will work directly with you and communicate daily until the issue is resolved. Learn more about support options.

See also