Archive

Past outages or service disruptions with RemoteSpark

Incident name: Windows holographic update affecting RemoteSpark calls.

Date: November 23, 2020.

Message: We are investigating issues relating to the new Windows Holographic update for HoloLens 2 - version 20H2 (Build 19041.1128) and RemoteSpark.

The issue reported by several users is that the HoloLens 2 camera does not initialize as a RemoteSpark call starts, causing RemoteSpark to crash.

Workaround: After investigating, we determined that uninstalling and reinstalling RemoteSpark solves the issue.

Steps to achieve the workaround for affected HoloLens 2/Trimble XR10 devices:

1. Confirm that you have the latest update installed.
   1. Open the Settings app > System > About.
   2. Confirm the version shown is 10.0.19041.1128.
      1. Note: if the update version is earlier than this, you should not be affected until the update is completed. For information on how to update your HoloLens, see here.
2. Uninstall RemoteSpark.
   1. For steps on uninstalling applications on HoloLens, see here. 
3. Reinstall RemoteSpark.
   1. For steps on installing RemoteSpark, see here.