Frequently Asked Questions

RemoteSpark is a reliable, secure communication software that links subject matter experts to field service workers through mixed reality. This platform allows experts to see what field workers see, share 3D content, voice and video instructions, and holographic annotations. RemoteSpark enables workers to complete tasks fast, safely, and accurately on the first attempt.

Currently, RemoteSpark calls are between one expert user and a remote user. The platform functions as a communication platform to increase task clarity and information comprehension. This leads to tasks being completed quickly and accurately.

RemoteSpark is designed to be used by one remote user seeking guidance from a relevant subject matter expert. Multiple remote users (HoloLens wearers) cannot be present in the same support call.

RemoteSpark is only available on HoloLens. The Microsoft HoloLens has the technical requirements and supporting data infrastructure for RemoteSpark to operate under low-bandwidth conditions and industrial-grade security. The HoloLens also has safety certifications conducive to industrial work and allows workers to operate heads-up, hands-free. RemoteSpark, from the Expert’s perspective, is available on a PC.

Currently, any device that operates on Windows 10 is compatible with RemoteSpark.

Neither RemoteSpark nor the HoloLens obstructs the user’s view of their surroundings. In the typical use case, the remote user is stationary and able to place holographic content wherever they choose, allowing them to see the elements necessary to complete the task. Many users place supporting Holograms next to or above the specific task at hand.

RemoteSpark will support any CAD file that has been converted to glTF, an open-source file type. CAD files can’t be directly dragged and dropped into the application but glTF conversion is quick and easy. Please refer to your CAD software’s file export settings. Most software can export CAD files as FBX or OBJ. From there, the files can be converted to glTF for use in RemoteSpark.

In its current state, interactive checklists are not supported. RemoteSpark is designed for critical repairs and maintenance and not routine maintenance or assembly-line tasks. Every RemoteSpark call is intended to be between a subject matter expert and a remote worker and can therefore be inspected by said expert before, during and after the task has been completed. This ensures that the task was completed accurately.

For an optimized experience, we recommend that the Expert download RemoteSpark from the Microsoft Store at https://apps.microsoft.com/detail/remotespark-for-pc/9NGRFTSS25FZ?hl=en-us&gl=US.

Yes, RemoteSpark is a 100 percent proprietary software built in Canada.

RemoteSpark is the only enterprise remote support solution leveraging Mixed Reality or Augmented Reality on the market that isn’t built on a video game engine. We built a proprietary rendering engine that has allowed us to bake industrial-grade security into the application. RemoteSpark encrypts all content, visuals, and communications at use and at rest. For more specifics on our commitment to security and our security infrastructure, please see our security page.

Yes, RemoteSpark calls are fully encrypted. End-to-end. In use and at rest. We use Transport Layer Security (TLS version 1.2), to provide communications security over a computer network and we use Datagram Transport Layer Security (DTLS) for the media transport encryption. DTLS provides the integrity, authentication, and confidentiality for the sharing of content. For more specifics on our commitment to security and our security infrastructure, please see our security page.

We utilize encryption technologies to protect customer data during transit. We don’t store customer data other than artifacts (time of use, date call occurred, etc.) from a session. We also employ AES-256 encryption technologies to protect client data while stored. All client data (even personally identifiable information) whether restricted or not, falls under the same security framework. Microsoft Azure provides a continuous encrypted backup of our database which is stored offsite in the cloud. Any data can easily be removed from a session and once deleted it is permanently deleted from all databases. Please see the Kognitiv Spark Privacy Policy for further detail.

RemoteSpark can operate with secure, shared voice, video, and Holograms with IoT data overlaid at bandwidth conditions as low as 256 kbps.

This feature is coming to RemoteSpark soon. For more information on our security please see this resource: RemoteSpark security.

For information on our Privacy Policy please see this resource: Kognitiv Spark privacy policy.

No. RemoteSpark calls are communicated through the cloud server or an on-premise server. Both devices, the HoloLens, and the expert user’s device must be connected to the internet or a VPN connected to an on-premise server.

The Microsoft HoloLens does not have mobile data capabilities but can hotspot to a 4G/5G mobile device via wifi.

Yes. RemoteSpark responds to a number of voice commands. Please see the following resource for information on what voice commands are available in RemoteSpark: https://help.kognitivspark.com/in-call-interaction-on-the-hololens

In short, yes. However, very bright conditions may impact your ability to see holographic elements.

Areas in which there are points of bright light in an overall dim area can also be problematic, as the camera on the HoloLens has to adjust when moving in and out of bright spaces. This can cause the device to “get lost” and think that the change in light equates to a change in location. Stable light levels in an area will lead to better tracking.

Any outdoor lighting can also cause instability in the tracker, as the sun may vary considerably over time. For example, tracking in the same space in the summer vs. winter can produce drastically different results, as the secondhand light outside may be higher at different times of the year.

If you have a lux meter, a steady 500-1000 lux is a good place to start.

More information on environmental considerations related to the HoloLens can be found here https://docs.microsoft.com/en-us/hololens/hololens-environment-considerations

As a workaround, should you encounter issues using the HoloLens in bright outdoor environments, consider applying tint film to the exterior of the HoloLens. Note that this is not covered under the HoloLens warranty nor the end-user license agreement of Kognitiv Spark.

Both RemoteSpark and the HoloLens were both built for use in loud, industrial settings. In the possible situation that the remote user can’t hear the voice of the expert user during a RemoteSpark call, earbud headphones can be employed to eliminate the issue. It’s possible that in very loud environments, RemoteSpark will have difficulty recognizing voice commands. To counteract this, every function that can be performed with a voice command has a physical command to match.

Please contact our sales team. They are more than happy to provide you with an estimate for your specific pilot or deployment: hello@kognitivspark.com.

Some of our clients include the Royal Canadian Navy, the Royal Canadian Air Force, the Royal Canadian Army, LOOKNorth, Rogers Electric & Machine, Exelon, Surepoint Group, and others.

In a RemoteSpark call, the expert user can see what the remote user is seeing. The remote user cannot see the expert user as they can hear their voice and a visual representation of the expert user both harms the effectiveness of the solution and hinders the efficiency of the remote user. Video files cannot currently be added into a RemoteSpark call. For a list of all RemoteSpark features please see our Getting Started guide.

The expert user can use free-hand annotations that then render holographically in the remote user’s field of view. This feature is used to direct the attention of the remote user. The remote user cannot annotate during the call as they are able to identify components with their hands and voice. Given that the expert user can see what the remote user is seeing, this is the quickest and most effective way to solve the problem.

For ease of remote user task comprehension, RemoteSpark supports animated holograms that provide step-by-step instructions on how to complete a task-specific to your business/use case.

Kognitiv Spark currently provides this service however, any 3d animator or designer can create and animate your holograms. Your holograms and animated holograms do not have to be designed by Kognitiv Spark.

Currently in-app, you cannot record a RemoteSpark session in the app. Expert users can however record their screen, thus recording the RemoteSpark call.

No. Expert users can drag and drop many files types into a live call. However, they cannot share their device’s screen and then have it appear in the remote user’s field of view.

Yes. RemoteSpark operates effectively with these types of internet connection. RemoteSpark will operate under bandwidth conditions as low as 256 kbps.

Most Kognitiv Spark clients have restricted access to their PCs, but IT can easily arrange for individuals to download RemoteSpark onto any Windows 10 PC. Furthermore, if there are issues accessing the Microsoft Store, we have a number of simple workarounds. Please contact our team if you have further questions on this topic hello@kognitivspark.com.