Skip to main content
Glance

Troubleshooting FAQs (Click Here)

This guide provides an overview of product features and related technologies. In addition, it contains recommendations on best practices, tutorials for getting started, and troubleshooting information for common situations.

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:  LinksysNetgearD-Link. If there's a newer version, use it! Contact us if you need assistance.
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.  Contact us if you would like help disabling automatic hibernation.
Connecting through a corporate firewall or network security device 
Glance works through most network security devices. However, 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 article.
For best results, use the latest Glance Screen Share software 

We continuously improve the Glance service.

 

The latest version for the PC is Glance 2.7.7 and for Mac is Glance 2.10.9. 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. Follow the steps below for a simple way to test your connection.

For 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.

For 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.

What does the data mean? 

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

Packets Lost Network 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.

What to do if there is an issue 

- If you are on wireless, make sure it has a strong signal.

- If you are on a wireless connection with a Windows PC, see this article.

- 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 am having trouble logging in. What should I do? 

If you are experiencing difficulty logging into to your Glance Screen Share account or the screen share client, read this article for troubleshooting tips. For other common screen share FAQs, please visit the Glance Screen Share frequently asked questions (FAQs) page.

Your Glance Screen Share account 

 

Before you can use the Glance Screen Share service, you need to have the proper Glance account credentials. Your account credentials are comprised of your Glance Address and Password:
 

Glance Address

Your Glance Address serves as your account username. You choose the address. It is often something like yourname.glance.net. Remember that when logging in to your account, you must enter your whole address including ".glance.net."

 

clipboardnew.png Note  This address is also the unique web address that you give to your guest(s) so they can join your screen share sessions.
Glance Password

Your Glance Password is a string of characters that you create to authenticate yourself, thereby granting you access to your account.

How to log in to your account 

To log in to your account: 

1. Navigate to the Glance website:  www.glance.net.

2. Click the My Account tab located on the top-right corner of the page.

3. Enter your Glance Address and Password.

4. Click Login.



If you cannot log in online, it is because your address and/or password do not match what Glance has on file. You will need to change your password by clicking the Forgot your password? link on the login page of the Glance website. Then follow the Reset Your Password prompts provided.



If changing your password doesn't solve the problem, double-check your Glance Address for accuracy. In case that your login troubles persist, contact Glance support to verify your address.

Logging into the Glance screen share client 

When you first installed the screen share client, Glance prompted you to log in using your Glance Address and Password. If you didn't do this during the installation process, or if you need to make changes to your login details follow the steps below:

1. Click on the G icon located in the notifications area of your PC (near your clock):  




If you are using a Mac it will display on the menu bar:


2. Click Settings.

3. Click on the Account tab.

4. Enter your Glance Address and Password.

5. Click OK.





If you completed these steps but still get a login-related error, make sure your Glance Address and Password are correct by logging into your online account from the Glance website. See the previous section: How to log in to your account for specific how-to steps. 

If you CAN log in online, but you are still having trouble logging onto the client with the correct credentials, try closing and relaunching Glance, or restart your computer.

To relaunch Glance on a PC

1. Click the G icon located in the notifications area of your PC (near your clock).

2. Click Settings.

3. Click the Advanced tab.

4. Click the Exit Glance button.



5. Find Glance in your programs from the Start menu or in your File Explorer and relaunch.

To relaunch Glance on a Mac   

 

Quit Glance for Mac

1.  Click the G icon located on your menu bar of your Mac (near your clock).

2. Click Quit Glance.

3. Find Glance from your Spotlight or Applications folder and open it.

Need more help?

Visit the Glance support home page. Contact Glance Support:

I am using Glance on a wireless network but I am experiencing issues. What should I do? 
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.
I get a message: "Glance is unable to connect securely..." What should I do? 

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

To disable Glance's secure login feature, follow the steps below:

PC users

1. Click the "G" icon in your system tray. A menu is displayed.

2. Choose the Settings option.

3. Select the Account tab.

4. Place your pointer in the large blank space below the "Manage" button.

5. While holding down the "Shift" key on your keyboard, double-click your mouse.

6. A Network information section is displayed. Uncheck Secure login.

7. Click OK.

Mac users

1. Click the "G" icon in the Menu Bar (near your clock). A menu is displayed.

2. Choose the Settings option.

3. Select the Account tab.

4. In the Network information section, uncheck Secure login.

5. Close the Settings window.

I was invited to a session as a guest, but I'm having trouble joining. What do I do? 
You might learn by reading Glance Screen Share System and Performance Requirements. If you're still having trouble, Contact Glance Customer Care for assistance.
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. If you do not, please contact us for assistance.
My Glance Screen Share guests don't see all the changes on my screen. What should I do? 

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 following the instructions below.

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 by following the steps below:

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 Glance Screen Share 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.

Troubleshooting options 

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).

 

If you are experiencing issues, try the following actions:

- 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.

My guest cannot find my Join Session page. What do I do? 
Your guest probably searched for your Glance Address (name.glance.net) with Google or Yahoo! Make sure he or she types your Glance Address into his or her browser's Address field.
My guests wait a minute or more for their view to refresh. What should I do? 

Your ISP might be traffic shaping your connection.

To help fix the problem, 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.

4. Click OK.

5. 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.

My view pauses shortly after connecting. What should I do? 

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

To figure out where the issue lies, try reading these articles:

- If you are using Glance on a wireless network, read this article.

- If you are behind a network security device, read this article.

- If you want to test the health of your own network, read this article.

My viewer never gets past "Negotiating with firewall" or "Requesting data". What should I do? 

A network security device is probably interfering with your session. 

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, as detailed here.

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.

Products that could interfere with Glance Screen Share sessions 

Common products that could interfere with your session include:

- NortonTM Internet Security

- NortonTM Antivirus

- ZoneAlarm® Internet Security Suite

- Kasperski® Antivirus

- AVGTM Anti-Virus

- GoogleTM Web Accelerator

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 and click its entry in the Behaviors column.

5. Choose Show icon and notifications.

6. Click OK

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 Screen Share 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.

When I try to join a session, a viewer window does not appear. What should I do? 

Here are a few suggestions for the root cause of your issue:

- Your viewer might be behind other windows. Look underneath your current window. 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."
Why does my desktop background vanish when I start a Glance Screen Share 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.

If you would prefer to keep your desktop background visible during sessions, follow the steps below:

1. Click the Glance "G" icon.

2. Select Settings... 

3. Click on the Advanced tab.

4. Uncheck "Hide desktop background".

Why would my Glance Screen Share 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 ISPs bandwidth throttling policy, an inexpensive home office router that shipped with buggy software (like Linksys, D-link, Netgear) or some network security device.

If you need further assistance, give us a call for help.
  • Was this article helpful?