Device Troubleshooting

  • Article
  • xix minutes to read

This article describes how to resolve several common HoloLens bug.

Important

Before y'all kickoff any troubleshooting procedure, brand certain that your device is charged to 20 to forty percent of battery capacity, if possible. The battery indicator lights located nether the power button are a quick way to verify the battery capacity without logging into the device.

Fixed Known Issues
  • Fixed - HoloLens user can't launch Microsoft Edge
  • Fixed - Every time the power goes to 18 percent, the device all of a sudden shuts down automatically
  • Stock-still - OneDrive UWP app doesn't piece of work for Azure Ad users
  • Stock-still - Remote Assist video freezes after xx minutes
  • Fixed - Downloading locked files doesn't bear witness error
  • Stock-still - Device Portal file upload/download times out
Known Problems
  • Remote Wipe doesn't remove device from Intune
  • Why do I see 0x80180014 during Autopilot?
  • Microsoft Store error code 0x80131500
  • File Explorer and pickers tin't select OneDrive
  • Microsoft Edge fails to offset the microphone
  • Automobile-login asks for log-in
  • Some users may see an update failure with Insider build 20346.1466
  • Microsoft Edge fails to launch
  • Keyboard doesn't switch to special characters
  • Blueish screen after unenrolling from Insider preview on a device flashed with an Insider build
  • OneDrive doesn't automatically upload pictures
General
  • HoloLens is unresponsive or won't start
  • "Low Disk Infinite" mistake
  • Calibration Fails
  • Can't sign in because my HoloLens was previously ready for someone else
  • Unity isn't working
  • Windows Device Portal isn't working correctly
  • The HoloLens Emulator isn't working
Input
  • Voice commands aren't working
  • Hand input isn't working
Connectivity
  • Tin can't connect to Wi-Fi
External Devices
  • Bluetooth devices aren't pairing
  • USB-C Microphone isn't working
  • Devices listed as available in Settings don't work

Fixed - HoloLens user can't launch Microsoft Border

If y'all've having an issue launching Microsoft Edge on your HoloLens, you may have policy that's preventing launch. HoloLens can't launch Microsoft Edge if ApplicationManagement/AllowAllTrustedApps GPO is disabled. If AllowAllTrustedApps GPO is disabled, Appx doesn't trust the app equally a Microsoft published app, which blocks installing / launching Microsoft Edge with HoloLens devices.

Workarounds to launch Microsoft Border

  • Set ApplicationManagement/AllowAllTrustedApps GPO value to Enabled/ Default.
  • User enables Developer mode.

Fixed - Every time the ability goes to 18 percent, the device suddenly shuts down automatically

A known issue is that when the device reaches 18% battery, it will shut down unexpectedly. This is a software consequence, not a hardware or battery issue, so practice not commutation devices for this. If you're unsure if your issue matches this bug, please:

  1. Ensure optional diagnostics are enabled on your device(s)
  2. Reproduce the problem
  3. Submit a Feedback Hub issue
  4. Share the Feedback issue URL
  5. Contact back up

Back to list

Note

This issue resolved in app version 19.23.17. If y'all still experience the same sign in issue while using app version 19.23.17 or later, please send Feedback then contact support and share the Feedback detail URL.

Follow these instructions to update your OneDrive app. You tin check which version of OneDrive you take by using the Microsoft Store app, then select the "Come across more than" button represented past the ... so select Downloads and updates.

If yous apply OneDrive For Business using your Azure Advertisement account, you may take encountered an error when signing in to your inbox OneDrive app. Not being able to sign into the OneDrive app doesn't touch automatic uploads of images and videos captured by the Camera app. Your files can still be saved and accessed from the OneDrive for Business cloud storage. The OneDrive and HoloLens teams are working on the issue.

Workarounds

Prerequisite: Customers can use Microsoft Edge and device OS is update to a Windows Holographic, 21H1 build or newer.

If you're experiencing this consequence, try one of the post-obit:

  • Users tin straight access OneDrive For Business organization from Microsoft Border, and interact with their files the website from their browser.
  • Users can install the OneDrive PWA app to HoloLens by downloading it from Microsoft Border. This volition allow users to view and manage files on the device over again. Read and follow these instructions for installing the OneDrive PWA app on your HoloLens.

Back to list

Stock-still - Remote Assist video freezes after 20 minutes

Note

There is a newer version of Remote Assistance which has a fix for this consequence. Please update Remote Aid to the latest version to avert this issue.

Notation

Due to this Known Issue'southward severity we had temporarily paused the availability of Windows Holographic, version 21H1. The 21H1 build is now bachelor over again, and then devices may in one case again be updated to the latest 21H1 build.

On the latest release of Windows Holographic, version 21H1, some users of Remote Assist have experienced video freezing during calls over 20 minutes. This is a known issue.

Workarounds to prepare Remote Assist

If you're unable to update Remote Assist to a newer build, endeavor the following workaround:

Restart in between calls

If your calls are going over a length of 20 minutes and y'all're experiencing this event, endeavour rebooting your device. Rebooting your device betwixt Remote Assistance calls will refresh your device and put information technology dorsum into a expert state.

To quickly restart a device on Windows Holographic, version 21H1 open the start carte du jour, and select the user icon, then select Restart.

Back to list

Fixed - Downloading locked files doesn't mistake

In previous builds of Windows Holographic, when attempting to download a locked file, the result would exist an HTTP fault folio. In the Windows Holographic, version 21H1 update, trying to download a locked file results in nothing visible happening—the file doesn't download and at that place's no fault.

Back to list

Fixed - Device Portal file upload/download times out

Some customers have plant, when attempting to upload or download files, the performance might announced to hang and so fourth dimension out or never complete. This is split from the 'file locked' known issue -- this affects Windows Holographic, versions 2004, 20H2 and 21H1 in-market builds. The problem has been root caused to a issues in Device Portal's treatment of certain requests, and is most consistently hit when using https, which is the default.

Workaround for device portal time out

This workaround, which applies equally to Wi-Fi and UsbNcm, is to disable the "required" selection under "SSL Connection". To do so, navigate to Device Portal, System, and select the Preferences page. In the Device Security department, locate SSL Connexion, and uncheck to disable Required.

The user should and so go to http://, non https:// (IP address) and features similar file upload and download will piece of work.

Dorsum to listing

Remote Wipe doesn't remove device from Intune

When deleting a HoloLens device from Intune via the Wipe control, the device will be sent the wipe command. This command will wipe the device, however Intune won't receive confirmation that the HoloLens was wiped. This will leave the Wipe button as clicked, and "Wipe pending..." for the device.

Wipe pending

Workaround for remote wipe

Immediately afterward selecting Wipe we suggest besides selecting the Delete push button next to wipe. Otherwise you lot'll have left over device objects or even encounter another known issue for Autopilot.

Why do I encounter 0x80180014 during Autopilot?

This mistake is typically encountered during device reset and re-use flows where a HoloLens device has gone through Autopilot at least once. In order to resolve this issue, please delete the device from Microsoft Intune and reset information technology over again to complete Autopilot flow.

For more info, please refer to troubleshooting steps on the autopilot page.

Microsoft Store error code 0x80131500

Some users may feel the Microsoft Shop working not as expected, and encounter the error lawmaking 0x80131500. This is an effect caused past the region set on the HoloLens non being available in the Microsoft Store app on HoloLens. If y'all encounter fault lawmaking 0x80131500, to piece of work around please:

  1. Set Settings > Time & Language > Region > Country or region, to one of the following:
    • United states, Japan, Federal republic of germany, Canada, U.k., Ireland, France, Australia, New Zealand.
  2. Restart the Store app.
  3. For the whole device to reflect the change, the device volition need to be restarted.

The HoloLens team is working on adding support for more regions.

Run into here for countries to buy HoloLens ii.

File Explorer and pickers can't select OneDrive

At that place have been some changes and updates to the OneDrive app over time. If you were previously using the File Explorer, or a file picker app to select files from OneDrive, yous'll find this is no longer bachelor since the previously fixed OneDrive UWP app issue. This is because the new app doesn't register itself equally a file picker or share target.

Work around : Use the OneDrive app and move files locally to the device every bit needed.

For code samples using OneDrive via Microsoft Graph APIs visit the developer documentation for OneDrive.

Microsoft Edge fails to start the microphone

When users using Microsoft Edge the microphone can neglect to start, thus not beingness usable to interact with Microsoft Edge in HoloLens. This known consequence is related to the version of the Microsoft Border app, please don't reflash your device to an earlier version as this won't ready this issue.

Who is affected?

Users who accept Microsoft Edge version 93, 94, or 95. You tin bank check which version of Microsoft Edge you accept by using the Microsoft Store app, then select the "See more" push represented by the ... so select Downloads and updates.

Piece of work around

The current set up is in version 96, which is available to users who have enrolled in Microsoft Border Insiders. This is different than enrolling your device as a Windows Insider. Read these instructions for details on how to enroll into Microsoft Edge'south insider program.

Car-login asks for log-in

A HoloLens 2 device tin be configured to automatically log in through Settings -> Accounts -> Sign-in Options -> and nether Required setting the value to Never. Some users may exist required to log in to the device once again during a essentially large update, such equally a feature update. This is a known result.

Example of when this could occur:

  • Updating a device from Windows Holographic, version 2004 (Build 19041.xxxx) to Windows Holographic, version 21H1 (Build 20346.xxxx)
  • Updating a device to accept a large update on the same major build, for example, Windows Holographic, version 2004 to Windows Holographic, version 20H2
  • Updating a device from a manufacturing plant image to the latest image

This shouldn't occur during:

  • Devices taking a monthly servicing update

Work around methods:

  • Sign-in methods such as PIN, Password, Iris, Spider web Authentication, or FIDO2 keys.
  • If device Pivot cannot be remembered, and other authentication methods aren't available, and so a user tin can use manual reflashing fashion.

Back to list

Some users may encounter an update failure with Insider build 20346.1466

If a user has taken an update to the Insider flight, 20346.1466, and it doesn't announced to be finishing the kicking, a clean reflash may be required to motion forward again. To come across if you lot've encountered this:

  1. Reboot – Hold down the power until the LED's step down.
  2. Power up.
  3. Confirm you lot see the Windows flag at the offset of the boot and information technology goes black shortly later that.
  4. Connect your HoloLens2 to your PC with USB and run Advanced Recovery companion.
  5. Select the HoloLens.
  6. If the version says you're running the 20346.1466 build, you lot likely hit this issue.

Who does this tend to affect

Users who have been using their device without flashing it since Windows Holographic, version 2004.

Users who are typically unaffected

Users who have flashed their device, or unboxed their device, and started using it since Windows Holographic, version 21H1.

Workaround for Insider update issue

  • Reflash your device.

Microsoft Edge fails to launch

Notation

This effect was originally created with the aircraft version of Microsoft Edge in-listen. This result may exist resolved in the new Microsoft Edge. If it is not, please file feedback.

A few customers accept reported an result where Microsoft Edge fails to launch. For these customers, the upshot persists through reboot and isn't resolved with Windows or awarding updates. If y'all're experiencing this issue and yous've confirmed Windows is up-to-date, please file a bug from the Feedback Hub app with the following category and sub-category: Install and Update > Downloading, installing, and configuring Windows Update.

There are no known workarounds every bit we've been unable to root cause the issue so far. Filing a bug via Feedback Hub will help our investigation! This is a known consequence.

Dorsum to list

Keyboard doesn't switch to special characters

There is an issue during OOBE, where once the user has chosen a work or school business relationship and is entering their password, trying to switch to the special characters on the keyboard by tapping the &123 push doesn't modify to special characters. This is a known issue.

Work-arounds:

  • Shut the keyboard and reopen it by tapping the text field.
  • Incorrectly enter your countersign. When the keyboard is relaunched next time, information technology volition then work equally expected.
  • Web Authentication, close the keyboard and select Sign in from another device.
  • If entering only numbers, a user may printing and hold certain keys to open an expanded bill of fare.
  • Using a USB keyboard.

This doesn't impact:

  • Users who choose to use a personal account.

Back to list

Blue screen after unenrolling from Insider preview on a device flashed with an Insider build

This is an event affecting that affects users who are were on an Insider preview build, reflashed their HoloLens 2 with a new insider preview build, and then unenrolled from the Insider programme. This is a known consequence.

This doesn't bear on:

  • Users who aren't enrolled in Windows Insider
  • Insiders:
    • If a device has been enrolled since Insider builds were version 18362.x
    • If they flashed an Insider signed 19041.10 build AND stay enrolled in the Insider program

Work-effectually:

  • Avoid the issue

    • Wink a non-insider build. One of the regular monthly updates.
    • Stay on Insider Preview

  • Reflash the device

    1. Put the HoloLens 2 into flashing mode manually by fully powering downward while not connect. Then while holding the Volume upwardly button, tap the Power button.

    2. Connect to the PC and open Advanced Recovery Companion.

    3. Flash the HoloLens ii to the default build.

Back to list

OneDrive doesn't automatically upload pictures

The OneDrive app for HoloLens doesn't back up automatic photographic camera upload for work or schoolhouse accounts. This is a known issue.

Workarounds:

  • If viable for your business, automatic camera upload is supported on consumer Microsoft accounts. You tin can sign in to your Microsoft account in improver to your work or school business relationship (the OneDrive app supports dual sign-in). From your Microsoft business relationship profile within OneDrive y'all tin enable automatic, groundwork camera coil upload.

  • If you tin can't safely use a consumer Microsoft account for uploading your photos automatically, you can manually upload photos to your piece of work or school account from the OneDrive app. To exercise that, make sure yous're signed into your work or schoolhouse account in the OneDrive app. Select the + button and choose Upload. Find the photos or videos you want to upload past navigating to Pictures > Photographic camera Roll. Select the photos or videos yous want to upload, and so select the Open push.

Back to list

HoloLens is unresponsive or won't start

If your HoloLens won't kickoff:

  • If the LEDs adjacent to the power button don't light upwards, or just one LED briefly blinks, yous may need to charge your HoloLens.
  • If the LEDs light up when you printing the power button just you tin can't run across anything on the displays, practice a hard reset of the device.

If your HoloLens becomes frozen or unresponsive:

  • Plough off your HoloLens by pressing the power push button until all five of the LEDs turn themselves off, or for 15 seconds if the LEDs are unresponsive. To get-go your HoloLens, press the power button again.

If these steps don't work, you can attempt recovering your HoloLens two device or HoloLens (1st gen) device.

Back to listing

"Low Disk Space" mistake

You'll need to free up some storage infinite past doing one or more of the following:

  • Delete some unused spaces. Become to Settings > System > Spaces, select a infinite that you no longer need, and so select Remove.
  • Remove some of the holograms that you've placed.
  • Delete some pictures and videos from the Photos app.
  • Uninstall some apps from your HoloLens. In the All apps list, tap and hold the app you desire to uninstall, and then select Uninstall.

Back to list

Scale fails

Calibration should work for well-nigh people, just at that place are cases where calibration fails.

Some potential reasons for calibration failure include:

  • Getting distracted and not following the calibration targets
  • Dirty or scratched device visor or device visor not positioned properly
  • Muddied or scratched glasses
  • Certain types of contact lenses and glasses (colored contact lenses, some toric contact lenses, IR blocking glasses, some high prescription glasses, sunglasses, or similar)
  • More-pronounced makeup and some eyelash extensions
  • Pilus or thick eyeglass frames if they're blocking the device from seeing your eyes
  • Certain eye physiology, middle conditions, or centre surgery such as narrow optics, long eyelashes, amblyopia, nystagmus, some cases of LASIK or other heart surgeries

If calibration is unsuccessful try:

  • Cleaning your device visor
  • Cleaning your spectacles
  • Pushing your device visor as close to your eyes every bit possible
  • Moving objects in your visor out of the manner (such as pilus)
  • Turning on a low-cal in your room or moving out of direct sunlight

If yous followed all guidelines and calibration is still failing, you tin disable the calibration prompt in Settings. Also permit u.s. know by filing feedback in Feedback Hub.

Also see related information for epitome color or effulgence troubleshooting.

Setting IPD isn't applicable for HoloLens two, since eye positions are computed by the system.

Dorsum to listing

Can't sign in because my HoloLens was previously fix upward for someone else

You lot tin put the device into Flashing Mode and use Advanced Recovery Companion to recover the device.

Back to listing

Unity isn't working

  • See Install the tools for the most up-to-appointment version of Unity recommended for HoloLens development.
  • Known problems with the Unity HoloLens Technical Preview are documented in the HoloLens Unity forums.

Back to listing

Windows Device Portal isn't working correctly

  • The Live Preview characteristic in Mixed Reality capture may exhibit several seconds of latency.

  • On the Virtual Input folio, the Gesture and Whorl controls under the Virtual Gestures department aren't functional. Using them volition have no effect. The virtual keyboard on the virtual input page works correctly.

  • Later enabling Developer Mode in Settings, it may take a few seconds earlier the switch to plow on the Device Portal is enabled.

Back to list

The HoloLens Emulator isn't working

Information nearly the HoloLens emulator is located in our programmer documentation. Read more than almost troubleshooting the HoloLens emulator.

  • Not all apps in the Microsoft Store are uniform with the emulator. For example, Young Conker and Fragments aren't playable on the emulator.
  • You can't utilise the PC webcam in the Emulator.
  • The Alive Preview feature of the Windows Device Portal doesn't work with the emulator. You tin still capture Mixed Reality videos and images.

Back to list

Voice commands aren't working

If Cortana isn't responding to your vocalisation commands, brand certain Cortana is turned on. On the All apps list, select Cortana > Carte du jour > Notebook > Settings to make changes. To larn more than nearly what you can say, see Use your vocalism with HoloLens.

On HoloLens (1st gen), built-in speech recognition isn't configurable. It'south always turned on. On HoloLens 2, you can cull whether to turn on both speech communication recognition and Cortana during device setup.

If your HoloLens ii isn't responding to your voice, make sure Speech recognition is turned on. Go to Start > Settings > Privacy > Speech and plow on Speech communication recognition.

Back to list

Paw input isn't working

To ensure that HoloLens can see your hands, you demand to continue them in the gesture frame. The Mixed Reality Home provides feedback that lets you lot know when your hands are tracked. The feedback is unlike on different versions of HoloLens:

  • On HoloLens (1st gen), the gaze cursor changes from a dot to a ring
  • On HoloLens 2, a fingertip cursor appears when your hand is shut to a slate, and a mitt ray appears when slates are further away

Many immersive apps follow input patterns that are like to Mixed Reality Home. Acquire more near using hand input on HoloLens (1st gen) and HoloLens 2.

If you are wearing gloves, note that some types of gloves do not work with manus tracking. A common instance is black rubber gloves, which tend to absorb infrared light and are not picked upwardly past the depth camera. If your piece of work involves condom gloves, we recommend trying a lighter color such every bit blue or gray. Some other example is big baggy gloves, which tend to obscure the shape of your paw. Nosotros recommend using gloves that are as form-plumbing equipment every bit possible for best results.

If your visor has fingerprints or smudges, employ the microfiber cleaning cloth that came with the HoloLens to make clean your visor gently.

Back to list

Tin can't connect to Wi-Fi

Here are some things to endeavour if you can't connect your HoloLens to a Wi-Fi network:

  • Make sure that Wi-Fi is turned on. To bank check, use the Start gesture, then select Settings > Network & Internet > Wi-Fi. If Wi-Fi is on, endeavour turning it off and then on again.
  • Movement closer to the router or access point.
  • Restart your Wi-Fi router, then restart HoloLens. Endeavor connecting again.
  • If none of these things piece of work, check to brand sure that your router is using the latest firmware. You can detect this information on the manufacturer website.

Back to list

Bluetooth devices aren't pairing

If you're having problems pairing a Bluetooth device, endeavour the post-obit:

  • Become to Settings > Devices, and make sure that Bluetooth is turned on. If information technology is, turn it off and on again.
  • Make certain that your Bluetooth device is fully charged or has fresh batteries.
  • If you still tin't connect, restart the HoloLens.

Back to listing

USB-C Microphone isn't working

Be aware that some USB-C microphones incorrectly written report themselves every bit both a microphone and a speaker. This is a problem with the microphone and not with HoloLens. When plugging one of these microphones into HoloLens, sound may be lost. Fortunately there is a uncomplicated fix.

In Settings -> System -> Sound, explicitly set the congenital-in speakers (Analog Characteristic Sound Driver) every bit the Default device. HoloLens should remember this setting even if the microphone is removed and reconnected later.

Troubleshooting USB-C microphones.

Devices listed as available in Settings don't work

HoloLens (1st gen) doesn't support Bluetooth audio profiles. Bluetooth sound devices, such as speakers and headsets, may appear as available in HoloLens settings, just they aren't supported.

HoloLens 2 supports the Bluetooth A2DP audio profile for stereo playback. The Bluetooth Hands Costless profile which enables microphone capture from a Bluetooth peripheral is not supported on HoloLens ii.

If you're having trouble using a Bluetooth device, make certain that information technology's a supported device. Supported devices include the post-obit:

  • English-language QWERTY Bluetooth keyboards (you can utilize these anywhere that you lot employ the holographic keyboard).
  • Bluetooth mice.
  • The HoloLens clicker.

You can pair other Bluetooth HID and GATT devices together with your HoloLens. Yet, you may accept to install respective companion apps from Microsoft Store to actually utilize the devices.

Back to list