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How to Enable Microsoft Remote Assist Calls Across Different Domains on HoloLens

Maira Mehtab Sep 20, 2026 869 views

Question details

The user needs to configure Microsoft HoloLens Industrial Edition to allow Remote Assist calls to communicate across different organizational domains.

Product: Microsoft Remote Assist / HoloLens
Device & OS: not provided
Scenario: Setting up cross-domain communication to call organizations using external domains like cnh.com.
Observed behavior: Calls work successfully within a single domain, but cross-domain calls fail or are not currently configured to work.

Before you start

Ensure you have Microsoft Entra ID (formerly Azure AD) administrator privileges, as cross-domain federation settings must be configured at the tenant level.

Solution 1Recommended

Configure External Access and Shared Identity for Remote Assist

Use Microsoft's shared identity deployment method and configure external access settings in Entra ID to allow cross-domain calls.

To enable Microsoft Remote Assist to communicate with external organizations, your tenant must be configured to allow external federation, and the HoloLens must be deployed using a shared identity.

Access External Collaboration Settings

Log into the Microsoft Entra ID admin center as a global administrator and navigate to the 'External Identities' and 'External collaboration settings' menus.

Allow Specific Domains

Under collaboration restrictions, ensure that the target external domain (e.g., cnh.com) is added to the allowed list for external communication and Teams federation.

Deploy Using Shared Identity

Follow the official Microsoft Learn guidelines for 'Deploying Remote Assist using a shared identity across multiple users' on the HoloLens 2 to ensure the device is properly licensed and authenticated.

Seek Specialized Support if Needed

If cross-domain calls still fail after configuration, post your specific error logs in the Microsoft Q&A forum under the Remote Assist and HoloLens tags for specialized engineering support.

Additional Licensing Requirements: Both organizations must have appropriate Microsoft Teams and Remote Assist licensing to successfully initiate and receive cross-domain video calls.

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Frequently Asked Questions

Can HoloLens Remote Assist call external domains by default?

No. By default, cross-domain communication requires specific tenant-level external collaboration configurations in Microsoft Entra ID (Azure AD) to allow federation between the two organizations.

What licenses are required for Microsoft Remote Assist cross-domain calls?

Users require a Remote Assist license, Microsoft Teams, and an Entra ID account. The external domain users must also have corresponding Microsoft 365 licensing that includes Teams functionality.

Where can I find advanced support for HoloLens configuration issues?

If the official Microsoft Learn documentation for shared identity deployment does not resolve your issue, it is highly recommended to post your query in the Microsoft Q&A forum specifically under the Remote Assist licensing tags.

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