HoloLens 2 FAQs

1. Overview

These FAQs are intended to support end users who are using HoloLens 2 devices on NHSmail Intune.

If you are an end user with a HoloLens 2 device, please refer to these FAQs and the recommended course/s of action to try to resolve any issue you may be having with your device.

If you have just received your NHSmail Intune HoloLens 2 device, you will need to follow the enrolment steps detailed in the HoloLens 2 Quick Start End User Guide.

2. HoloLens 2 Frequently Asked Questions (FAQs)

The boxes below list frequently asked questions about getting started and accessing applications on your HoloLens 2 device. Please read through these questions and the recommended course/s of action if you are having a technical issue with your device to try to resolve the issue yourself.


If you are unable to resolve your issue with the help of these FAQs, please contact an LA at your organisation.

Why isn’t my device turning on?

If your device is not turning on, it could mean that your device battery level is too low. In this instance, you should plug in your device into a power socket. If your device is still having issues turning on, there may be a hardware issue and your device will need to be replaced. Please contact your Local Administrator.  

Why isn’t my device connecting to Wi-fi?

First, make sure that Wi-Fi is turned on. To check this, use the Start gesture, then select Settings > Network & Internet > Wi-Fi. If Wi-Fi is on, try turning it off and then on again.

Next, move closer to the router or access point. Restart your Wi-Fi router, then restart your HoloLens device and try connecting to Wi-Fi again. If none of these things work, contact your Local Administrator.  

How do I enrol my HoloLens 2 devices into Intune?

Please follow the steps outlined in the HoloLens 2 Quick Start End User Guide. 

How do I log into my HoloLens 2 device?

Please follow steps 11-13 of the HoloLens 2 Quick Start End User Guide 

Is VPN connectivity required during set-up?

No. VPN connectivity will not be required to login to your device or to access applications. 

Do I need a separate license for Dynamics 365 Remote Assist?

Yes. To enrol your HoloLens 2 device onto the Intune platform you will need an EMS license, but the Remote Assist app also requires a Dynamics 365 Remote Assist license

How do I check that the device is updated?

It is recommended that you manually check for updates on the device every month, although as long as the device is connected to Wi-Fi, pending updates should be automatically applied.

To manually check if your device has all the latest updates you can go to Settings > Update & Security > Check for updates. If the Settings app indicates that the device is up to date, you have all the updates that are currently available.

Why is my device crashing?

If your device is crashing regularly, there may be a hardware fault with your device. Please contact your LA/s, as they will be able to assess the issue and work to resolve it. If there is a hardware fault, the device will need to be replaced by your LA/s.  

How do I reset my HoloLens 2 device?

If you think that your device needs to be reset, please contact your Local Administrator in the first instance for assistance.

Does HoloLens 2 connect to One Drive?

OneDrive is a cloud storage service that allows you to access, manage and share files including photos with any device and with any user. Files that are created on HoloLens 2 can be viewed and managed on OneDrive. Further information can be found by visiting the external Microsoft File Sharing and Saving documentation.

Supported files in OneDrive including .jpg, .bmp, .png, .tif/.tiff, .pdf, and still .gif can be opened and viewed from HoloLens.

How do I share files during a Teams call?

Remote collaborators can share a supported file from their own computer or OneDrive with a link to the file appearing in the chat window during the call. Shared files are automatically saved to the Remote Assist user’s “HoloLens Received Files” folder. Further details on file sharing during Teams calls can be found in the file sharing section of Capabilities Available in Microsoft Teams Calls.

Can I share photos with my HoloLens 2 device?

Remote Assist users can take photos using the “Camera” icon or “snapshots” of mixed reality annotations. These can then be shared with the remote collaborator via the Teams chat and saved in OneDrive automatically (or manually) to the “HoloLens Received Files” folder which can be viewed from the files tab. Further information can be found by visiting the external Microsoft Taking and Saving a Photo documentation.   

What Teams capabilities are available with my HoloLens 2 device?

The Dynamics 365 Remote Assist application is deployed directly to the HoloLens 2 device via Intune.

Microsoft Teams desktop and mobile application allows for collaboration with Dynamics 365 Remote Assist users on HoloLens and mobile devices. Further details about the capabilities and conditions can be found in Capabilities Available in Microsoft Teams Calls 

I can't see the whole holographic frame, or my holograms are cut off

To see the top edge of the holographic frame, move the device so it sits higher on your head, or angle the headband up slightly in front. To see the bottom edge, move the device to sit lower on your head, or angle the headband down slightly in front. If the left or right edge of the view frame isn’t visible, make sure the HoloLens visor is centred on your forehead.  

I'm experiencing discomfort when I use my device. What should I do?

Take a break from the device in a well-lit room if you experience any discomfort and try using it for a shorter period when you next use it.

I need to look up or down to see holograms

To match your natural gaze, adjust the device visor following these steps:

  • If you need to look up to see holograms. First, shift the back of the headband higher on your head. Next, use one hand to hold the headband in place and the other to gently rotate the visor so you have a good view of the holographic frame.
  • If you need to look down to see holograms. First, shift the back of the headband a bit lower on your head. Then place your thumbs under the device arms and your index fingers on top of the headband, and gently squeeze with your thumbs to rotate the visor so you have a good view of the holographic frame.
The device slides down when I'm using it, or I need to make the headband too tight to keep it secure

The overhead strap can help keep your HoloLens secure on your head, particularly if you’re moving around a lot. You can also loosen the headband a bit and experiment with the positioning of the headband—depending on your head size and shape.

My arm gets tired when I use gestures. What should I do about this?

To avoid tiring your arms, try not to over-extend your arms when making gestures. Keep your arms closer to your side as it will feel more comfortable and less tiring.

What should I do if I have lost, broken or damaged my HoloLens 2 device?

If you have misplaced your device, you should immediately report this to your LAs, so they can reset the device. If you have broken or damaged your device, please contact your LAs for assistance.

Last Reviewed Date 22/09/2021



















Updated on 05/07/2022
Need Support?
Can’t find the answer you’re looking for? Don’t worry we’re here to help!
Contact Support
back to top