Known issues in RemoteSpark
|Deleting a screen share from the HoloLens causes a crash|
|Video does not come through on the PC|
|RemoteSpark crashes on the PC when launched|
|RemoteSpark crashes on the HoloLens as a call is initializing|
Deleting a screen share from the HoloLens may cause a crash
A known issue exists where deleting a screen share (video) from the HoloLens may cause RemoteSpark to crash for the PC user in some circumstances.
We are aware of the issue and we will deploy a fix as soon as internal testing has completed. In the meantime, move the screen share window out of the field of view until the call has ended. The window will close as the user exits the call.
Starting calls from the call settings menu may cause the call to fail
A known issue exists where starting calls from the settings menu (instead of from a Quick Call or Instant Assist) may cause the call to not start on the HoloLens. The expert user will see the call initiation prompts on their screen, but the call may not fully connect.
We are aware of the issue and we will deploy a fix as soon as internal testing has completed. In the meantime, we recommend using the Quick Call and Instant Assist functions to start calls.
Video does not come through on the PC
A known issue exists where the video from the HoloLens does not appear after a video call is connected.
- If you’ve connected a call and the HoloLens’ video feed has not initialized on the PC (a spark logo is shown where the video feed should be for more than 10-15 seconds):
If this happens, restart the call.
RemoteSpark crashes on the PC when launched
A known issue exists where RemoteSpark Client on Windows 10 devices will fail to initialize if there is no active webcam and microphone OR the drivers for the webcam, sound output or microphone are out of date or incompatible with the audio/video protocols within RemoteSpark.
Before this crash occurs, you may see the following error message:
Note: you may have a webcam and microphone connected to your device, but they can still be inactive.
- To check that your webcam is active, see this article from Microsoft.
- To check that your microphone is active, see this article from Microsoft.
After you’ve confirmed that your webcam and microphone are both active, make sure RemoteSpark has permission to access them by checking the privacy settings for both.
- Under Device Settings > Privacy > Camera (and Microphone) need to be set to ON for RemoteSpark.
Tip: If this does not solve the issue, try the following:
- Disconnect any external monitors, headphones or speakers (or other audio input or output devices) and try re-launching RemoteSpark.
- If disconnecting external devices does not solve the issue, see if there are updates for any drivers available for your microphone, camera, and speakers.
- If there is an operating system update available for your device, installing this may also solve any conflicts between RemoteSpark’s audio/video protocols and your device.
RemoteSpark crashes on the HoloLens as a call is initializing
A known issue exists where the HoloLens will crash out of RemoteSpark as a call is initializing.
To understand what’s happening, your HoloLens is attempting to exit ‘Window view’ (2D window of RemoteSpark) and enter Immersive View (3D world).
- T0 learn more about App Views on the HoloLens, see this article from Microsoft.
As the window closes to enter immersive view, occasionally the application will fail to enter immersive view and you will be shown a Splash screen / inactive window of RemoteSpark.
- The HoloLens user is calling:
- The HoloLens user should see ‘Entering Holographic View’ as the 'Calling..' window closes and the call begins to connect:
- Instead, you see a splash screen in the RemoteSpark window with a crescent moon / z’s shown on your cursor:
If this happens please close this RemoteSpark window, open a new instance of RemoteSpark, and restart the call with the expert user.
Note: you can see a crescent moon / z’s shown on your cursor over any inactive application (i.e. when you have multiple windows of the same application running, or you’ve properly exited a RemoteSpark call). This is a different behavior than the one listed above and is not a crash.