Frequently Asked Questions

 
 

Windows 8 or 8.1 user?

 
 

Apple Mavericks user? Retina display?

 
 

Subscriptions and Account Information

 
 

Compatibility

 
 

Using Glance Your Glance Account

 
 

Viewing a Session

 
 

Performance and Features

 
 

Firewalls, Proxies and Network Connectivity

 
 

Security

 
 

Troubleshooting

 
 

Resolving Connection Problems

 
 

Free Phone Conferencing

 
 

Help Us Improve

 
 
Windows 8 or 8.1 user?
Make sure you have our latest version for Windows (2.7.7).

Otherwise, guests might experience slow performance. Download it here.

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Apple Mavericks user? Retina display?
Make sure you have our latest version for Macs (2.8.6).

Did you recently upgrade to Apple's OS X Mavericks (10.9)? Love your MacBook Pro's gorgeous new Retina display?

Make sure you have our most recent version of Glance for Mac (2.8.6). Otherwise guests may not see your screen. Download it here.

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Subscriptions and Account Information
How long is the trial? How can I get additional time?

The standard Glance Trial is 7 days. Should you need additional time, just send us an email or give us a call at 1-888-945-2623. International: +1 781 316 2596.

I did a trial. How do I convert it into a paid subscription?

For standard Glance, Login to your trial account. Click Become a Subscriber, select "Buy" and select the monthly or annual plan. You will be prompted to fill in your billing information. Thanks for choosing Glance!

Do subscriptions renew automatically?

Yes. Monthly and yearly subscriptions renew automatically. DayPasses do not.

If you have a yearly subscription, we will notify you several times about its approaching renewal date. You can set it to expire or make other changes.

You can always pause or cancel subscriptions at any time. Just login to My Account and choose Cancel subscription.

If you have questions regarding your renewal, please contact us.

How do I cancel my subscription?

You can cancel at any time.

  1. From the Glance home page, click the My Account link in the top-right corner.
  2. Log in using the account owner's Glance Address and password.
  3. Choose Cancel Subscription(s).
  4. Check the box next to the subscription(s) to cancel. They will expire on your next scheduled renewal date. There will be no additional charges.

Please note that prepaid amounts are not refundable.

Can I subscribe for just a month or two at a time?

Sure. Contact us and we will set your subscription to automatically expire on the date of your choice. To restart it later on, just login and click Reactivate my subscription.

How does the Glance DayPass work?

A Glance DayPass lets you host as many sessions as you like for a 24-hour period.

Our grandfathered Glance DayPassers may activate their 24-hour access in two simple steps:

  1. From your PC or Mac, click G icon choose Start Session...
  2. Click the Buy DayPass button
  • Your credit card will be charged US $9.95 (non-refundable).
  • Host as many session as you like, one session at a time, for the next 24 hours.
  • Host sessions from any computer that shares your Glance subscription.
  • Start a session to see how much time remains on your DayPass.

Next time you need another DayPass, just start a session.

Where can I get receipts of my payments?

(You must log in as an account owner to view invoices.)

  1. From the Glance home page, click the My Account link in the top-right corner.
  2. Log in using the account owner's Glance Address and password.
  3. Choose View Invoices.
  4. Click the Receipt link for the invoice you need

How do I get Glance on my other computers?

You can use your Glance subscription from different computers.

  1. Download Glance to your new computer from http://glance.net/download
  2. Follow the prompts. When asked, enter your subscription's Glance Address and password.

Grandfathered Glance DayPass users: You may see a message saying your DayPass has expired. Don't worry. When you're ready to host your next session, click G > Start Session and the "Buy DayPass" button. Learn more.

Each Glance subscription lets you host one session at a time.

How do I change my Glance Address or Password?

First, change the address in your online account:

  1. From the Glance home page, click the My Account link in the top-right corner.
  2. Log in using the account owner's Glance Address and password.
  3. Click the Profile tab.
  4. Enter the new Glance Address and/or Password and click the Update button.

Then modify the Glance Address / Password on each computer using the subscription:

  1. Make sure you are not hosting a session.
  2. Single-click the G icon near your clock and choose Settings.
  3. In the Account tab, enter your new Glance Address and password.
    Click the OK button if you're on a PC. If you are on a Mac, just close the window.

I forgot my password. How do I reset it?

All Glance passwords are encrypted and cannot be retrieved. Passwords can only be reset by the account owner. You'll need the Glance Address and email associated with the subscription to reset your Glance password.

  1. From the Glance Home page, click the My Account link in the top-right corner.
  2. Click the Forgot password? link.
  3. Enter the full Glance Address (example: andy.glance.net) and account owner's email. They must match exactly.

    You will be sent an email with a link. Click the link to reset your password.

    Then update the password on your computer:
  1. Click the G icon near your clock and choose Settings.
  2. Select the Account tab.
  3. Enter your new password.
    On a PC, click the OK button. On a Mac, just close the Settings window.

A message tells me my trial has expired. But I have a subscription!

Your computer just needs the subscription's login info:

  1. Single-click the G icon near your clock and choose Settings.
  2. Under the Account tab, enter your subscription's Glance Address and password.
  3. Click the OK button if you're on a PC. (On a Mac, close the window.)

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Compatibility
New! Connect to Guest's mobile devices (iPhone, iPad, Android, Blackberry, ...)

Get the newest version of Glance. Guests instantly view your session from any mobile device's browser.

No app. No download. No plug-in. No Flash. No Java. No kidding. Learn more.

Which versions of PCs, Macs and browsers work with Glance?

You can host sessions from any Microsoft Windows (Window8/Windows7/Vista/XP) PC or Apple Mac (Mac OS X 10.4.11 "Tiger" or newer). Only the session's host needs Glance. Download it at http://glance.net/download.

Guests instantly join your Glance sessions from any Windows, Mac or Linux computer -- or any mobile device -- without installing any software (to view), using Chrome 16+, Firefox 11+, Internet Explorer 8+, Safari 5+ or Opera. Learn more.

Check your computer's compatibility at http://glance.net/CanYouGlance.

Do I need to download Glance? Do my guests?

Glance session guests don't.
Glance session guests who are joining to view your screen never need to download software. Just make sure you have enabled the Join Instantly setting.

Glance session hosts do.
If you are hosting a Glance session, install Glance on your computer. The software is free.

Glance session co-presenters do.
Your colleagues can also present.

Before the session, co-presenters should visit http://glance.net/guest and run the Glance Guest Setup program.

After joining the session, each co-presenter sees a "G" icon appear in his or her system tray.

  • To present: Click the "G" and choose "Show my screen".
  • To stop presenting: Click "G > Hide Screen" or wait until another presenter clicks "G > Show my screen".

After the session ends, Glance automatically uninstalls itself unless your co-presenter chooses to keep it.

Does Glance work with Parallels, Boot Camp, VMWare Fusion, VirtualPC?

Yes, yes, yes and yes.

Coherence Mode in Parallels
If you are running Glance from within the Windows environment in Coherence mode, (which runs Windows applications on the Mac desktop) some special Mac functions (like zooming windows) may not work. Try running Glance from the Mac side to use and show Mac functions alongside Windows functions.

Can I install Glance on a Windows PC without administrator privileges?

Yes. But our Glance SpeedBoost driver (which accelerates Glance screen capture) will not install without an Administrator login and password.

To install Glance SpeedBoost:
1. Click the G icon in your system tray and choose Settings.
2. Click the Advanced tab.
3. Click the Install Glance SpeedBoost button.
4. Enter the Windows administrator login and password when prompted.

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Using Glance Your Glance Account
I have an account. Do I need to install anything?

Yes. You will need to install our free software on each computer you use to host sessions. Guests just use their browser.

How many guest connections can I have in a session?

Our basic Glance subscription enables up to 5 guests connected and Glance Enterprise seats allow 100 guests connected.

For Glance phone conferences, you can have up to 100 participants with a call limit of 3 hours.

What does "Waiting for your first guest to join (10 minutes remaining)" mean? May I extend?

This message appears in the Session Status field of the Session Info dialog box when Glance is ready and waiting for a guest to connect to your session. If no one joins your session within the 10-minute time period, for your security the session will end. Unfortunately, you may not increase the 10-minute waiting period.

How do I send invitations to a future session?

You may schedule future Glance sessions outside of Glance. Since you know your Glance Address, the easiest way is to have Glance always use the same key or No Key.

Setup

  1. Click the G icon near your computer's clock and choose Settings
  2. Click the Options tab
  3. Click the Always use this key... button and enter a four-digit number OR No Key
  4. On a PC, click OK. (On a Mac, close the Settings window.)

Create email invitation

  1. Start a Glance session. (Glance uses the key you chose.)
  2. Click the orange Envelope icon in the Session Information window. Your default email program will create n with a link to your session. The like that looks like http://andy.glance.net?key=3333.

    or http://andy.glance.net.

    If you use web mail, click the purple Copy icon instead and paste the session link into an email.

  3. Before emailing the invitation, add your meeting's time, audio conference information, agenda, etc., but do not alter the session link.

When it's time for your meeting...

  1. Start a session. Glance uses your preset Session Key.
  2. Have your guest(s) click the link in the invitation.

    If your session times out before a guest joins, just start a new one.

Tip: To use different keys for meetings, in Settings choose "I'll give guests a key in advance. Ask me for it when session starts." Repeat the steps above. When it's time to start the meeting, tell Glance to use the key you sent in the corresponding invitation.

May I view who is in my session?

You can collect your guests' contact information (name, phone and email).

Setup

  • Click your G icon and choose Settings and the Options tab.
  • Under "Joining a Session", set Name to "Required".
  • Click OK.

Viewing who is in the session
During any session, login to My Account from the Glance home page. Click the Activity tab and then click your session's Detail link.

  • Your guests' names appear in the Name column.
  • Refreshing the page updates the list.
  • Click download to export the data to a .csv file.

How do I show my smiling face on a webcam? Or show videos?

On a PC, power up your webcam and put it in "preview" mode so you can see yourself. Your guests will see you too. When you feel they've seen enough, hide the window.

On a Mac, open the iChat Application. Then from the Video menu, choose Video Preview and smile!

To show a video, just play it! See the next FAQ for tips about helping your guests hear its sound.

Don't forget that Internet services used by small businesses often let you upload data only about 10% as fast as you can download. This can limit video performance to only a few frames per second. You can improve quality by playing the video inside a smaller window or by getting a faster upload speed.

Some video players on PCs write directly into your video card's display memory, an operation that Glance might not detect. Please see this FAQ if guests can't see what you're showing.

Why does my desktop background vanish when I start a session?

Many background designs are detailed, which creates data that Glance has to transmit. To speed performance, Glance usually turns off your computer's background during the session. The background reappears when your Glance session ends. To keep your desktop background visible during sessions, click the Glance "G" icon, select Settings... click on the Advanced tab and uncheck "Hide desktop background".

How do I transmit voice and/or audio?

The simplest way is to put your speakerphone next to your computer's speaker.

For great sound quality, try using an inexpensive device from RadioShack to connect your computer's sound directly into your phone's handset. Everyone on the call will hear it clearly. Plug the device between your computer's headphone or audio line out jack (usually green-colored) and your handset. Then flip its switch to PLAY.

How can I annotate my screen during a Glance session?

We recommend a few simple applications for screen annotation that are free and easy to use:

For PC users: ZoomIt
For Mac users: OmniDazzle (see our blog entry here)

If users are interested in spending a little more money for more features such as recording, Ink2Go is another tool that can be purchased for under $20. (Download a free trial at their website.)

Can I start more than one Glance session at a time with my Glance Address?

Each Glance subscription lets you start one session at a time from any PC or Mac.

Is there a limit to how many machines I may download Glance too?

You can use your Glance subscription from different computers.

  1. Download Glance to your new computer from http://glance.net/download
  2. Follow the prompts. When asked, enter your subscription's Glance Address and password.

Why am I asked for my Network Password when I try to sign in to Glance?

Glance needs to connect to the Internet the same way your browser does. Do you have to supply your Network Username and Password just to surf the web? If so, your corporate network probably requires the same password for you to start a Glance session.

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Viewing a Session
Do people viewing a session need to install any software?

No. If you are joining to view the presentation, you will join instantly! No download. However, if the host is starting a session to view your screen, you will be prompted to downoad the Glance guest download.

You can see what it's like by joining this live (automated) session from your computer, iPhone, iPad, or Android mobile device: glance.net/livedemo

Glance guests are much more likely to connect to their session than they would to a traditional web conferencing service (like WebEx, Citrix GoToMeeting, Microsoft LiveMeeting, IBM SameTime) that often depend on just one browser technology or make their participants install software.

My guest cannot find my Join Session page.

Your Guest probably searched for your Glance Address (name.glance.net) with Google or Yahoo! Make sure he instead types your Glance Address into his browser's Address field.

I was invited to a session as a guest, but I'm having trouble joining.

To narrow down the possible problem, see the next few FAQs.

You might also learn more at our 'Can You Glance?' page. Contact Glance Customer Care for assistance.

My viewer never gets past "Negotiating with firewall" or "Requesting data"

A network security device is probably interfering with your session. See this FAQ.

My view pauses shortly after connecting

This indicates a network connectivity problem, either on your side or your host's. If your host usually has no problem Glancing with others, it's probably your connection.

  • If you are on a wireless network, see this FAQ.
  • If you are behind a network security device, see this FAQ.
  • If you want to check the health of your own network, see this FAQ.

Enabling Javascript for the best Glance experience

Glance works best when your browser's Javascript is enabled. Javascript is enabled by default, but if it has become disabled, you may see a message recommending that you re-enable it when joining a Glance session.

How you enable Javascript depends on what type of browser you are using. Ask your system administrator, or look for an "Enable Javascript" checkbox in your browser's Options, Settings, or Security dialog. You can also search for Javascript in your browser's Help documentation.

When I try to join a session, a viewer window does not appear.

  • Your viewer might be behind other windows. Look underneath.
  • Your viewer may not have opened. Look for a window with the message Thank you for using Glance and click the link that says "If you do not automatically join your session, click here."

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Performance and Features
Can I switch the monitor Glance shows?

Glance shows one monitor at a time, leaving other displays private. Your primary or main monitor is shown by default. To show a different screen, from the G icon choose Settings then click the Options tab. Select the one you want to show from the Show Monitor drop down list.

Tip: You can even switch which monitor shows in the middle of your session. The yellow border will appear on the monitor you choose and your guest's Glance viewer window will show the contents of newly chosen screen.

Glance does not support ATI HydraVision Multi-Monitor Management Software, which comes with some high-end PC video cards.

New Feature! How do I let others show their screens?

Now with Glance, you can switch presenters during a session! Co-presenters just need Glance installed before joining. They do not need a subscription.

FIRST: Make sure you have Glance installed. Download here.

NEXT: Before your session starts, have co-presenters download Glance at http://glance.net/guest. This is a one-time step.

  • Tip: Only those wanting to show their screen need Glance.

START: Start your session. Have everyone join with their favorite web browser.

SHOW: Co-presenters will see a G icon appear in their system tray. Any co-presenter can click their G icon and choose Show my screen. Everyone now sees that person's screen.

CHANGE PRESENTERS: Have someone else click G > Show my screen. That person becomes the new presenter. Click G > Hide my screen to stop showing.

STOP: To prevent guests from showing:

  1. Click G > Settings
  2. Choose Options
  3. Uncheck Allow guests to show their screens
  4. Click OK

New Feature! Can I download/export session information?

Yes! Exporting session detail is easier than ever in the new My Account area. You can:

  1. Export session details as a .csv (comma separated value) text file. Import it to any spreadsheet.
  2. Choose any time period.
  3. Export sessions for one individual or everyone in your group.

First, login to the My Account area:

  1. From the Glance home page, click the My Account link in the top-right corner
  2. Login using with your Glance Address and password. (Forgot your password? Here's how to reset it.)

To export details for one session:

  1. Click the Activity tab.
  2. Choose a date range that includes the session. (Account administrators can click Session number to see all sessions for that date range.)
  3. Click the session's Detail link.
  4. Click the Download link in the Guests section.

To export details for multiple sessions or for your entire group:

  1. Click the Activity tab.
  2. Choose a date range.
  3. To export details for one Glance Address, click the Export link in that row.
  4. To export details for all Glance Addresses in your group (you must be an account administrator), click Export All in the row at the bottom of the page.

New Feature! How can guests join my session without a Session Key?

Want guests to connect super-fast? Now they can go to your Glance Address and join instantly. Use the new No Key option -- now available in Glance 2.7 for Windows PCs (download here and Glance for Macs (download here).

Setup

  1. Click the G icon near your computer's clock. Choose Settings
  2. Click the Options tab.
  3. Under Session Key, choose No key
  4. Click OK

To join your session...
Guests just browse to your Glance address. They join immediately after entering any contact information you might require.

How can I integrate Glance into my website?

Guests can connect to sessions directly from your company’s website. Add a free Glance button to any page with just two lines of HTML.

Can Glance show my spiffy spinning 3-dimensional CAD model?

Glance always does the best it can, given the available bandwidth, processing power and the complexity of the screen being sent. If you find that performance is slow, you might try reducing the resolution of your display or having your guest use Glance's native viewer.

What's the best way to view a Glance session?

For the fastest performance on PCs and Macs, download the free Glance software and connect with its built in viewer, by clicking G > Join Session.

Alternatively, on a Windows PC you can use Microsoft's Internet Explorer to get the free Glance viewer (350k) from http://glance.net/viewer. It's one-time install takes a few moments. Then join the session using Internet Explorer. You will connect instantly and see updates as fast as they are sent.

How can we get the fastest possible performance?

  • Use a friendly firewall – Start a session and look at the Session Status field in your Session Info box. If it includes the word tunneling, you may want to ask your network administrator to add a simple, secure rule to your company's firewall policy so Glance can run at peak efficiency.

  • Check your upload speed – Guests see changes to your screen only as fast as you can send them to Glance. The bigger your pipe, the faster Glance runs.

    Many small business and home office networks enjoy fast download speeds, but their upload often is just a fraction as fast. Slow upload speed can cause slow Glance performance. Check your network's performance at our http://glance.net/CanYouGlance page.

  • Lower your host screen resolution – Glance sends your entire screen, so reducing its resolution should improve performance. For example, a complete 1280x800 screen can be sent about 2x faster than 1920x1080.

How can I record a Glance session?

For recording a Glance session, we recommend two applications.

For our PC customers, we recommend a software product called Camtasia. If you're on a Mac, we recommend ScreenFlow. Both applications let you capture what's on your screen along with your voice.

When the session is done, both programs provide the ability to to edit the content and publish it on your website in a variety of formats, such as Flash and QuickTime.

We've used both applications to record our own series of webinars.

A cheaper option that can still do the job fairly well is Ink2Go, which also has annotation features. Free trial available.

To include everyone's voice in the recording, plug an inexpensive device from RadioShack between your phone's handset and your computer's microphone jack (usually pink-colored on a PC) and flip its switch to RECORD.

Can Glance transfer files?

No. We suggest you send files as an e-mail attachment or provide them to your guests on your website. You can reassure your security-conscious session guests that neither person can send any files during a Glance session.

We can customize your Glance web pages (where guests join and finish sessions) with your logo as well as links to files on your website. Contact Glance support for details.

How much memory does Glance use?

When Glance is not in a session, it uses about the same amount of virtual memory as an instant messaging icon sitting idle (under 5MB). During a session, Glance needs as much memory as a multimedia player (15 to 20MB).

Does the Glance icon sitting in my system tray (near the clock) slow down my PC?

Nope. Glance only uses processing power during a session.

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Firewalls, Proxies and Network Connectivity
How could I configure my firewall to take full advantage of Glance performance?

Have your IT specialist add a rule that allows outbound TCP/IP connections to destination ports 5500 and 5501 and HTTP connections to destination ports 80 and 443 on Glance servers in the domain glance.net.

Alternatively, apply the rule to these address blocks (updated 11 Feb 2013):

IP RangeCDIRSubnet Mask
46.17.56.10 - 46.17.56.1346.17.56.0/28255.255.255.240
46.17.59.122 - 46.17.59.12646.17.59.120/29255.255.255.248
63.251.51.65 - 63.251.51.9463.251.51.64/27255.255.255.224
64.95.76.1 - 64.95.76.3064.95.76.0/27255.255.255.224
64.95.77.33 - 64.95.77.6264.95.77.32/27255.255.255.224
66.150.244.33 - 66.150.244.6266.150.244.32/27255.255.255.224
77.75.105.242 - 77.75.105.24377.75.105.240/29255.255.255.248
93.89.95.18 - 93.89.95.1993.89.95.16/29255.255.255.248
124.150.130.26 - 124.150.130.29124.150.130.24/29255.255.255.248
187.45.184.9 - 187.45.184.16187.45.184.0/27255.255.255.224
187.45.185.242 - 187.45.185.249187.45.185.240/28255.255.255.240
189.84.23.190 - 189.84.23.197189.84.23.128/25255.255.255.128
203.211.145.112 - 203.211.145.115203.211.145.96/27255.255.255.224

Can I use Glance behind a firewall or HTTP proxy server?

In most cases, yes. When you start a session, Glance attempts to connect to our servers using TCP/IP to destination port 5500. If it cannot connect to this port, Glance attempts to "tunnel" through the firewall via HTTP to destination port 80.

Glance automatically chooses the best of several web browser technologies to help guests connect to sessions. Guests either connect to destination port 5500 or tunnel HTTP to destination port 80.

We're constantly improving our ability to connect immediately and reliably. If you encounter a problem connecting, please let us know.

Can I use Glance behind a Network Address Translation (NAT) router or firewall?

Yes. Glance works reliably through most NAT routers/firewalls.

Can I use Glance over a dial-up or satellite connection?

Sure. But because dial-up and satellite data speeds are much slower than broadband, guests may not see a change to your screen for many seconds.

How much bandwidth does Glance use?

Glance uses bandwidth only during a session. Traffic tends to burst up to hundreds of kilobits-per-second for several seconds whenever the screen being shown changes. As soon as the updates are sent, traffic returns back to near zero. Most Glance sessions average about 50 to 80 kbit/s, comparable to active web surfing. All traffic flows through the Glance servers.

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Security
New! How can I get Glance's new version with SSL encryption?

Great news! Now you can SSL-encrypt Glance sessions. Session data between each participant and the Glance service gets sent using the strongest SSL encryption the person's computer or mobile device supports.

Use the new No Key option -- now available in Glance 2.7 for Windows PCs (download here) and the Glance 2.8 for Macs (download here).

Once installed, open its Settings... box and enable Encrypt my sessions (near the bottom of the list of Options).

New! Can I disable remote control or other features?

In the new My Account area, a Glance account administrator can now control which features users can access. They include:

  • Allow remote control
  • Host sessions without a session key
  • Specify what guest information is required, optional, or not shown
  • Allow guests to show their screens back to the host
  • Start sessions to view a guest's screen

Login to the My Account area

  1. From the Glance home page, click the My Account link in the top-right corner.
  2. Log in using with the Glance Administrator's Glance Address and password. (Forgot your password? Here's how to reset it.)
  3. Click the Users tab.
  4. In the Privilege section, uncheck (or check) the privilege you want to disable (or enable).
  5. Click Save Changes.

    Tip: These settings will apply to all users in your group.

When does Glance create connections to the Glance service?

Only during a session.

Does Glance allow inbound connections from the Internet?

No. Glance software only makes outbound connections that you initiate by starting a session.

Can someone see my screen when I'm not using Glance?

No. For someone to see your screen, you must manually start a Glance session by clicking the "G" icon. To view your PC screen, a person has to visit your Glance web page and know the Session Key, which changes with each new session.

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Troubleshooting
My guests don't see all the changes on my screen

Some graphics-intensive Windows applications, like a video player, a CAD program like SolidWorks, AutoCAD or Rhino, might use non-standard ways to render updates on your screen. If you host sessions from a PC and your guests report seeing a black or gray box, or areas inside a window that fail to update, try the following.

First, make sure you're using the latest version of Glance. Click here to get it.

If that does not solve the problem, modify Glance's screen capture method:

  1. Click the Glance G icon in your system tray and choose Settings
  2. Click the Advanced tab
  3. In the Screen Capture area, uncheck Glance SpeedBoost. (Leave Windows and Foreground checked.)
  4. Click OK

If the problem persists, try also unchecking the Windows option.

My session suddenly ended. What happened?

Glance is like a phone call: either party can "hang up." The session ends when you click your Glance icon and choose End Session or when your last remaining guest closes the window showing your desktop.

If a session ends unexpectedly, then either your network or your guest's network dropped its connection to our service. If you experience session drops with guests from various locations, the problem most likely resides inside your network.

We have found that frequent network drops often can be traced to a weak wireless connection (which can fade or drop) or an inexpensive home office router that shipped with buggy software (like Linksys, D-link, Netgear).

  • Make sure you are using the latest Glance software, which continuously monitors your internet connection and immediately attempts to re-establish communication whenever it detects a drop.

  • If you were on a wireless network, try using a wired connection instead.

    Also, disable your wireless network interface when not in use. Some Windows XP laptops have a silly policy of continuously searching for wireless networks and arbitrarily attaching to anything that pops up, dropping the existing connection on its wired interface.

    Click Start > Control Panel > Network Connections. Right-click the Wireless Network Connection and choose Disable.

  • If you connect through a home office router, make sure it has the latest software. Check the manufacturer's support page. If there's a newer version, use it! Call us if you need assistance with this.

The "G" icon next to my clock disappeared

Windows often tries to hide icons. To make the Glance icon next to the clock always visible:

  1. Click Start > All Programs > Glance > Glance - show my screen to make sure Glance is running.
  2. Right-click a blank spot on the Windows Task Bar and choose Properties. The Taskbar and Start Menu Properties dialog box opens.
  3. Click Customize... in the "Notification area", which opens another window.
  4. Locate the line with the Glance "G" icon, click its entry in the Behaviors column, choose Show icon and notifications and click OK.

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Resolving Connection Problems
Why would my session become sluggish or end suddenly?

Glance is like a phone call: either party can "hang up." A session normally ends when you click your Glance icon and choose End Session or when your last remaining guest closes the window showing your desktop.

If your session ends unexpectedly or your guest's view lags by many seconds, then either your network or your guest's network could not maintain a reliable connection to our service. If you experience session drops with guests from various locations, the problem most likely resides inside your network.

Often we find it's a weak wireless connection (which fades or drops), an ISP's bandwidth throttling policy, an inexpensive home office router that shipped with buggy software (like Linksys, D-link, Netgear) or some network security device.

See the next few FAQs for ways to resolve these and related issues. Give us a call for help.

Connecting through a corporate firewall or network security device

Glance works through most network security devices. But some may have a policy that disrupts sessions.

Your guests might not be able to connect or your session might pause or drop unexpectedly — a few seconds or even a few minutes after your guests connect. You might be able to start another session (or your guest might manually reconnect), only to see the new connection fail again in the same manner.

If you or your guest connect through a corporate network and experience any of these symptoms, contact your respective IT department for help resolving the issue.

For best performance, have the IT specialist add a rule that allows outbound TCP/IP connections to destination port 5500 on Glance servers in the domains glance.net and glanceops.net. Alternatively, add the rule for Glance's IP address blocks, listed in this FAQ.

I get a message: "Glance is unable to connect securely..."

If you try starting a session and get a message saying "Glance cannot connect securely...", there's some problem accepting our SSL certificate. Try disabling Glance's secure login feature:

PC users

  • Click the "G" icon in your system tray and choose Settings.
  • Select the Account tab.
  • Place your pointer in the large blank space below the "Manage" button.
  • While holding down the "Shift" key on your keyboard, double-click your mouse.
  • A Network information section appears. Uncheck Secure login.
  • Click OK.

Mac users

  • Click the "G" icon in the Menu Bar (near your clock) and choose Settings.
  • Select the Account tab.
  • In the Network information section, uncheck Secure login.
  • Close the Settings window

Using Glance on a wireless network

Glance works fine over a healthy wireless network.

However, your connection can become unreliable if the wireless signal is weak or if there is interference from a nearby 2.4 GHz device, like a cordless telephone or a microwave oven. This could cause a Glance session to hesitate or drop unexpectedly. Use a wired connection whenever possible.

Also, try disabling your computer's wireless network interface when it's not in use. Some Windows laptops have a silly policy of latching onto any wireless network that pops up, dropping existing connections on your wired interface. To prevent this, click Start > Control Panel > Network Connections. Right-click the Wireless Network Connection and choose Disable.

My guests wait a minute or more for their view to refresh

Your ISP might be traffic shaping your connection. Try this:

  1. Make sure you are not hosting a session.
  2. Single-click the G-icon near your clock and choose Settings > Options.
  3. Enable Always tunnel and click OK.
  4. Start a new session.

If the new session runs fast, keep this setting and please let us know. Otherwise, go back and disable Always tunnel.

Buggy home office router software (we can help!)

We have found that a surprising number of inexpensive home office routers shipped in recent years with buggy software. They often work fine for typical web browsing (which mostly downloads data), but intermittently fail when hosting a Glance session (which uploads heavy bursts of data).

If your sessions repeatedly drop (especially if this happens some minutes into a session) and you connect through a home office router, make sure it has the latest software. Check the manufacturer's support page: Linksys, Netgear, D-Link. If there's a newer version, use it! Contact us if you need assistance.

Personal firewall, anti-virus or web accelerator issues

Most third-party Internet security programs are designed to prevent a new application on your computer from talking to the Internet. A security program will usually prompt you the first time you start a Glance session. Tell it to Always Allow Glance access to the Internet.

If you cannot start a session, make sure Glance (or Glance.exe) appears in your security software's list of allowed programs. You might try momentarily disabling the security software to see if the problem goes away. Contact your IT specialist or call us if you need assistance configuring it.

Common products that could interfere with Glance sessions include:

  • NortonTM Internet Security
  • NortonTM Antivirus
  • ZoneAlarm® Internet Security Suite
  • Kasperski® Antivirus
  • AVGTM Anti-Virus
  • GoogleTM Web Accelerator

Computer starts sleeping or hibernating

Many computers automatically sleep or hibernate if left idle. Hibernating more than a few moments could drop the connection to your Glance session. Call us if you would like help disabling automatic hibernation.

Use the latest Glance software

We continuously improve the Glance service.

The latest version for the PC is Glance 2.7 and for Mac is Glance 2.8. Click here to get the latest versions. New features include the ability to have guests show their screen back in the middle of a session, collect and track guest information, and start a session without a key.

Glance alerts you when a new software version is available. While you may continue to use an older version, we strongly recommend you upgrade to the latest version. Upgrades are always free.

How can I test my network's health?

The Internet sends information in discrete packets of data. When operating well, nearly every packet gets delivered. But your connection to a high performance streaming service like Glance could slow to a crawl if more than 1% or 2% of them get lost. Here's a simple way to test your connection.

If you use a PC:

  1. Choose Start > All Programs > Accessories > Command Prompt, which opens a Command window.
  2. At the prompt, type ping -n 200 -l 1400 64.95.77.36
  3. A new line appears for each packet sent. It stops after 200 packets. Look at the number of packets sent, received and lost.

If you use a Mac:

  1. Open a Terminal window (Finder > Applications > Utilities > Terminal)
  2. At the prompt, type ping -c 200 -s 1400 64.95.77.36
  3. A new line appears for each packet sent. It stops after 200 packets. Look at the number of packets transmitted, received and lost.

Each line shows how long your computer waited to exchange a nice fat 1400-byte packet of data with the Glance service.

Packets LostNetwork Health
0%Fine
1%Occasional pauses
2%Slow
3%Slower than dial-up
5%+Terrible
100%Did you mistype the command?

Packets can get lost anywhere between your computer and the location you "ping". Typical causes are congestion inside your Internet service provider's network, an unhealthy device in your local network or a poor wireless connection to your computer.

  • If you are on wireless, make sure it has a strong signal.
  • If you are on a wired connection with a Windows PC, see this FAQ.
  • If you are in a home office, reboot your network devices by disconnecting their power for 10 seconds.

If none of those work, contact your ISP's support staff. Say these magic words:

"I ran an inflated 1400-byte ping test to IP address 64.95.77.36 for xx minutes. It reports nn% packet loss, which probably is enough to impact my network speed to that location. Can you tell me which of your routers might be having a problem?"

If the person says "Huh?", move up the food chain.

I'm in China and can't join a session. Why not?

Click the following two links to verify that you can access our servers in China:
server 1
server 2
In both cases, you should see animated blue dots.

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Free Phone Conferencing
How does free Glance phone conferencing work?

Yourself and your guests will dial a U.S. long distance telephone number that we provide. Each participant is charged by their own long distance provider only for the standard long distance or toll rate they normally pay for a phone call during that time period.

The phone conferencing service itself is provided by a Glance partner, iotum.

How do I get my own free Glance phone conferencing account?

Each Glance user is eligible for a personal Glance phone conferencing account. To see the assigned permanent dial-in number and assigned permanent pin, login to the My Account area and click the Audio tab.

If it's missing, please send us an email.

When can I use it?

Use Glance phone conferencing anytime, day or night! Use it during a Glance session or all by itself. You can have up to 100 participants for three hours at a time on each call.

How many calls can I make?

Host as many free Glance phone conferencing calls as you like, one call at a time.

Do I need to pre-schedule my Glance phone conferencing calls?

No. Just like Glance sessions, you never need to "schedule" a Glance phone conference call.

Can I call from outside the United States?

Yes. You should be able to dial the US-based Glance phone number from anywhere in the world. You would be charged for a standard international long distance call.

Is this an Internet-based VoIP service?

No. Glance phone conferencing is more reliable than many VoIP or Internet audio services, because you use it with your telephone. After 100+ years, the phone companies have gotten pretty good at making ordinary telephones work.

Can people dial in using Skype or other VoIP services?

Yes. But the quality of their connections may not be as good as a wired telephone and could disrupt call quality.

How do people connect to my Glance phone conferencing call?

You will be assigned a permanent Glance Phone Number (located in the USA) along with a Host Passcode and a Guest Passcode.

Everyone dials the same Glance phone number. You enter your Host code; your guests enter the Guest code.

  • Tip: Your Host and Guest codes will have the same six- or seven-digit sequence, but the Host code always starts with * (an asterisk). Both end with a # (pound or hash).

    Example: *123456# and 123456#

Calls can have more than one Host.

How do people control the call?

During the call, use the phone's keypad to:

*3 - (Everyone) Toggle music-on-hold off and on
*5 - (Host only) Lock or unlock the audio call (so no more participants can dial in)
*6 - (Everyone) Mute or un-mute yourself (Tip: *6 is also *M for Mute)
*7 - (Host only) Rotate between Conversation, Q&A and Presentation modes
*9 - (Host only) Toggle entry and exit chimes off and on
*# - (Host only) Report the number of people on the call

Why are there Conversation, Q&A and Presentation modes?

Glance phone conferences have three ways to control who can be heard. As the Host, you rotate through the modes by hitting *7.

All conferences start in Conversation mode. Hitting *7 moves it to Q&A mode. Hitting *7 again moves it to Presentation mode. Hitting *7 a third time moves it back to Conversation mode, and so on.

  • Conversation mode lets everyone speak freely. Choose it for small groups.

  • Q&A mode mutes everyone who entered with the Guest Passcode. Each guest can un-mute (and again mute) himself or herself by hitting *6 on their telephone keypad. This is handy for larger meetings or if someone's line is noisy or causing an echo.

  • Presentation mode mutes everyone who used the Guest Passcode, but unlike Q&A Mode, they cannot un-mute themselves.  This is best for large events, like webinars.

    Start webinars and other large events in Presentation mode. When it's time for questions, hit *7 twice to rotate the conference to Q&A mode. Then invite those with questions to un-mute themselves by hitting *6. When Q&A is over and it's time to wrap up, hit *7 again, which rotates the conference back to Presentation mode and mutes everyone.

How secure are Glance phone calls?

Your six- or seven-digit passcode is unique. Only those who key in the code can enter your conference. Additionally, everyone hears a brief tone when someone enters or exits the call. As the Host, you can press *5 to lock (or unlock) the conference, which prevents others from joining. Press *# at any time to hear how many are connected to the call.

How can I limit background noise?

In any phone conference call, no matter what service you use, clarity will decrease as un-muted participants are added. (To maintain high quality in large calls, use Presentation mode.)

Why does quality degrade? Each open microphone adds background noise. Speakerphones can leak the room's acoustic echo. Poor connections add static. Cell phone users might be in a noisy car or outside in the wind. Cordless phones and VoIP calls can inject electrical noise or add distortion.

If someone puts their handset on hold without remembering to mute the line beforehand (by hitting *6), everyone might suddenly hear their company's music-on-hold.

  • Tip: If music or noise disrupts your call, as the Host you can press *7 to rotate the call into Q&A mode. This mutes everyone's line.

    Then tell anyone who wants to speak to press *6, which unmutes their line. You'll soon discover whose connection is noisy.

One of my guests got a "busy" signal or an "all circuits busy" recording when dialing. What's wrong?

If a caller cannot connect, his long distance carrier may have blocked the call. Have him try an alternate phone (e.g., his cell phone) or use a calling card.

My conference call had a problem

We want to know! To help us troubleshoot, please email us the following info:

  1. What date and time did you dial into the call?
  2. What's your time zone?
  3. What telephone number did you call from?
  4. Who provides your long distance service?
  5. What number did you dial?
  6. When you connected, did a voice answer "Welcome to Glance audio conferencing"?

Connection problems usually come from misdialing. If the conference was noisy, someone may have had a noisy connection. To mute people's lines, see this FAQ.

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Help Us Improve
Didn't find the answer to your question?

Our apologies! Please send us an email. We'll get right back to you.

Have an idea for improving our service?

Please send us your thoughts!

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