Does Dynamics 365 Remote Assist work on RealWear?

Bottom line up front: Microsoft Dynamics 365 Guides and Dynamics 365 Remote Assist are being retired. They have not been available to purchase or renew since November 1, 2025, and both reach end of support on December 31, 2026. They were also never supported on RealWear in the first place. RealWear Collaborate is the supported, future-proof way to deliver Microsoft Teams remote assistance on RealWear headsets, and it covers the same core use cases.

• It is being deprecated and is reaching end of support. Microsoft stopped selling and renewing Dynamics 365 Guides and Remote Assist on November 1, 2025, and both products reach end of support on December 31, 2026. After that date they receive no security updates, bug fixes, or technical support. The Remote Assist mobile client, the only version that ran on non-HoloLens hardware, was deprecated even earlier, on March 25, 2025.
• It was built for HoloLens, not RealWear. Remote Assist is a HoloLens-native mixed reality (MR) application and was never released for RealWear's assisted reality (aR) platform. There has never been a RealWear build.
• It depends on hardware RealWear does not have. Its signature capability, holographic annotations anchored in 3D space, requires HoloLens depth sensors, spatial mapping, and a holographic display. RealWear's single monocular, voice-first display cannot reproduce that experience.
• The HoloLens hardware is discontinued. Microsoft ended HoloLens 2 production in late 2024 with no announced successor, so the device the product runs on is itself at end of life.
• Microsoft also discontinued its native Teams app for RealWear. That earlier path is gone, which is precisely why RealWear built Collaborate as a replacement.

The net effect is that any customer running Remote Assist, or considering it for a RealWear fleet, needs a different tool. The platform mismatch alone ruled it out on RealWear, and Microsoft is now winding the product down entirely.

Collaborate is RealWear's hands-free Microsoft Teams client, built exclusively for RealWear headsets and powered by Microsoft Azure Communication Services (ACS). It runs on the Navigator 500/520, Navigator Z1, and Arc 3, giving the frontline worker a voice-first, assisted reality interface so hands and eyes stay on the task.

It satisfies the same use case requirements that drove organizations to Remote Assist:

• Remote "see what I see" support. The remote expert sees the worker's point of view, and the worker sees and hears the expert, which is the central reason teams adopt remote assistance in the first place.
• Reduced travel and downtime, and scaled expertise. A worker reaches the right expert in seconds instead of waiting for a site visit, the same value proposition Remote Assist was sold on.
• Microsoft ecosystem fit. Collaborate is a native Teams experience on an ACS backend and integrates with Dynamics 365 Field Service, so existing Microsoft investment is preserved.
• Visual guidance for inspections and maintenance. FLIR thermal imaging can be streamed live into the Teams call, giving the expert visual insight that Remote Assist on RealWear could never have delivered.

The supporting feature set rounds this out. Workers can place inbound and outbound Teams calls by voice to colleagues, supervisors, or entire channels. A temporary five-digit Quick Connect code lets an expert ring a headset with no worker sign-in, which is ideal for shared devices. Collaborate runs in a Logged In mode for dedicated headsets, with Teams calendar and contact sync, and a Logged Out mode for shared or ad hoc use. Recent releases add external contacts for suppliers and contractors and an optional auto-call on undock for shift starts and handovers.

Security follows the Microsoft model. Authentication uses Microsoft SSO device-code login, credentials are never stored by RealWear, and traffic is protected with HTTPS/TLS. Because Collaborate is a third-party app, an Azure admin grants consent once for the organization.

For any customer on, or evaluating, Dynamics 365 Remote Assist with RealWear hardware, Collaborate is the supported replacement and should be the recommended path.