Known Issues

Known issues in RemoteSpark

Known issues:
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

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.

  1. If you’ve connected a call and the HoloLens’ video feed has not initialized on the PC (a sark logo is shown where the video feed should be for more than 10-15 seconds):Video not initialized
  2. 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

Note: you may have a webcam and microphone connected to your device, but they can still be inactive.

  1. To check that your webcam is active, see this article from Microsoft.
  2. 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.

  1. Under Device Settings > Privacy > Camera (and Microphone) need to be set to ON for RemoteSpark.

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).

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:

  1. The HoloLens user is calling:
    • Calling
  2. The HoloLens user should see ‘Entering Holographic View’ as the 'Calling..' window closes and the call begins to connect:
    • Entering holographic view
  3. Instead, you see a splash screen in the RemoteSpark window with a crescent moon / z’s shown on your cursor:
    • Crash hololens

 

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.