What's Glance? Price/Buy Support About Us Can You Glance? Quick Start Tutorial Frequently Asked Questions

Frequently Asked Questions

 
 

Subscriptions and Account Information

 
 

Compatibility

 
 

Starting a Session

 
 

Viewing a Session

 
 

Using Glance

 
 

Performance and Features

 
 

Firewalls, Proxies and Network Connectivity

 
 

Security

 
 

Troubleshooting

 
 

Resolving Connection Problems

 
 

Free Phone Conferencing

 
 

Help Us Improve

 
 
Subscriptions and Account Information
My free trial ended. How can I get more time?

Just send us an email or give us a call (+1-781-646-8505).

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

Login to your account. Click Become a Subscriber, choose a plan and fill in your billing information. Thanks for choosing Glance!

How do I cancel my subscription?

You can cancel at any time. From glance.net, click My Account in the upper right corner, sign in and choose Cancel Subscription. Choose the subscription(s) to cancel. They will expire on your next scheduled renewal date.

Please note that prepaid amounts are not refundable. There will be no future charges.

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. First, you need to set up an account with your credit card information. Then anytime you need to host a session, day or night, buy a DayPass with just one click. Here's how:

  1. From your PC, click G > Start Session...
  2. Click the Buy DayPass button. Your credit card will be charged US$9.95.
  3. You can now host sessions from different PCs or Macs, one session at a time, for the next 24 hours.
Each time you start a session, Glance tells you how much time remains on your DayPass. The payment is not refundable.
Can I buy a DayPass from my Mac?

Hang tight! As soon as our next Glance for Mac release comes out, you'll be able to instantly buy DayPasses from your Mac. (A pre-production Alpha version is available today. Contact us if you would like to try it.)

Until then, if you can find a PC laying around, use it to buy the DayPass. Download Glance to the PC, sign in with your account, start a session on the PC and choose Buy DayPass. End the session. Your account can then be used to host sessions from your Mac or other computers, one session at a time, for the next 24 hours.

Do subscriptions renew automatically?

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, so you can set it to expire or make other changes. If your plan is mistakenly renewed, please contact us so we can make any appropriate adjustments.

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

Where can I view receipts of my payments?

  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 link Try the new Account area [BETA].
  4. Choose View Invoices.
  5. Click the Receipt link for the invoice you need
For a hard copy, click the Print button at the top. To forward a copy to others, just copy and paste the receipt's URL (address) into an email. (If you have multiple Glance subscriptions, only those with Group Administrator privilege can view invoices.)
How do I use Glance from different computers?

Install Glance on as many Macs and PCs as you wish. Your subscription lets you host a session from one of those computers at a time.

How do I change my Glance Address?

First, change the address in your online account:

  1. Sign in at My Account at www.glance.net
  2. Click Change Glance Address.
Then update each computer:
  1. Make sure you are not hosting a session.
  2. Single-click the G icon near your clock and choose Settings.
  3. Enter your new Glance Address and password. Click OK. Glance will reply, "Thank you."
How do I change my password?

From our homepage www.glance.net:

  1. Click My Account (in the upper right corner)
  2. Either click the Forgot password? link and follow the instructions OR login to your account and click Update profile.
Then update the password on your computer:
  1. Make sure you are not hosting a session.
  2. Single-click the G icon near your clock and choose Settings. (On a Mac, choose Preferences.)
  3. Enter your Glance Address and new password. Click OK. Glance will reply, "Thank you."
My computer tries to use my old trial account.

To tell it to use your new account:

  1. Single-click the G icon near your clock and choose Settings. (On a Mac, choose Preferences.)
  2. Enter your new Glance Address and password. Click OK. Glance will reply, "Thank you."

Back to top

 
 
Compatibility
Where can I download Glance?

You only need the Glance software to host sessions (show your screen). It includes a high-performance built-in viewer, but guests don't need to have it. They typically just use their favorite browser to join sessions.

You can install Glance on any PC or Mac. Download the latest version from our Support page or http://glance.net/download.

Does Glance support PCs and Macs?

Yes. You can host sessions (show your screen) from any Microsoft Windows™ (Windows7/Vista/XP/2000/Me/98) computer or Apple Mac™ (Mac OS X version 10.3.9 or newer, Universal Binary). Download either version here.

Guests can view your Glance sessions from nearly any Window, Mac or Linux computer, often without installing any software. Learn more...

They can check their computer's compatibility at http://glance.net/CanYouGlance.

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

Yes, yes, yes and yes.

Under Parallels, Glance works fine with every Windows application we can lay our hands on. This includes modes where Coherence is turned on and running Windows applications within the Mac desktop, with the Windows desktop running full screen, and with the Windows desktop running inside a window on the Mac.

Let us know if you ever find a combination where Glance doesn't work as expected.

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

Yes.

Back to top

 
 
Starting a Session
I already registered for an account. Do I need to install anything for Glance to work?

Yes. You will need to install our software on each computer you use to host sessions. Guests typically do not install software. Guests on Windows computers will enjoy the fastest viewing performance by downloading the free Glance viewer.

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

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 time period, the session ends and the Session Key expires, for your security.

I started a session and joined it on the same computer. My screen filled with a bunch of nested windows! What's wrong?

You're just seeing your screen "look at itself."  Try moving your Glance viewer window to the right side of your screen and you will see what we mean. Next time, join your session from a different computer.

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".

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

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.

Back to top

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

To maximize connectivity, Glance is equally adept using several different browser technologies, automatically choosing the best one for each guest. All fire up quickly, right from the guest's browser.

This means guests are more likely to connect to your Glance session than they would to a traditional web conferencing service (like WebEx, GoToMeeting or LiveMeeting) that often depend on just one browser technology or need to install software on each participant's computer.

Even first-time Glance guests typically connect within seconds. You can see what it's like with your computer by joining this live, 24x7 automated session.

The particular method selected for each guest depends on their configuration. For those on a Windows PC running Internet Explorer, Glance often picks our fastest viewer, a native add-on (sometimes called a plug-in) built using ActiveX technology.

On other operating systems (Mac, Linux, etc.), other browsers on Windows or if your guest is in a high security environment that disallows ActiveX, Glance uses Java technology instead.  (See www.java.com.) All Macs and most PCs and Linux desktops have Java. Glance is compatible with Java version 1.5 or newer.

My guest cannot find my Join Session page.

He probably searched for your Glance Address (name.glance.net) with Google or Yahoo! Make sure he instead types the 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.
I click "Run" and "Run" again. Nothing happens.

Try the steps in the next FAQ.

If that process fails, visit our Support page and select Trouble Joining?. Choose Java Viewer with Content type application/octet-stream and try joining again. Sometimes Use a tunneling protocol can help you get through a proxy server. Rarely, you might try a different Content type, such as image/gif.

Often the most reliable workaround is to download Glance to your computer so you can use its built-in viewer. (It takes just a few moments. You do not need a Glance subscription.) After installing Glance:

  1. Single-click the G icon near your clock and choose Settings.
  2. Under the Options tab, enable Always tunnel.
    (On a Mac, choose Preferences > Advanced and enable Always tunnel.)
  3. Single-click the G and chose Join Session.
If you still cannot join, contact your IT specialist and refer the person to this FAQ about Glance or call Glance Customer Care.
A new window opens, with a red "X" in its corner.

Your computer is probably behind a network security device that disallows Java. If you have a Windows computer:

  1. Use Internet Explorer to download the free Glance ActiveX viewer from http://glance.net/viewer.
  2. Then use Internet Explorer to join the session.
If you have a Mac, try an alternate browser, see the next FAQ or contact Glance Customer Care.
My Mac could join other Glance sessions, but not now.

Your Mac probably hit a memory allocation bug in Apple's Java software. Quit your browser (Safari or Firefox), then Open it again. (This forces Java to restart.) After that, you should connect fine.

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."
  • If you are using a Mac, see the previous FAQ.

Back to top

 
 
Using Glance
How do I schedule sessions in advance?

Every Glance session has a four-digit Session Key. If you want to announce an upcoming Glance session, it's convenient to tell everyone what key it will use. Here's how:

First, tell Glance to let you control each session's key:

  1. Single-click the G-icon near your computer's clock.
  2. Choose Settings > Options > Prompt me to provide a key when starting each session. (On a Mac, choose Preferences > Advanced.)
Now each time you start a session, Glance will ask what key to use for it.

Let's say you need to announce a key for your staff meeting next Monday and another for a webinar at the end of the month. Make up a key for each event, such as 1167 for the staff meeting and 3141 for your webinar.

When you compose the email announcing the staff meeting, tell people they'll need to go to your Glance Address yourname.glance.net and enter the session key 1167.
  • Make your Glance Address clickable by writing it this way: http://yourname.glance.net.

  • Even better, include the session key in the link, so your guests don't have to type it. For example, the link http://yourname.glance.net?key=1167 will take each guest directly into the session hosted by yourname.glance.net with key 1167.
Next Monday, when you start your staff meeting's session, tell Glance to use key 1167.

Remember that you must start a session before your guests can join it. Your first guest needs to connect within 10 minutes. If no one does and the session expires, start a new session with the same key.
How do I see my guest's names?

During any session, you can see the number of guests currently connected. Just hover your mouse over the G-icon in your system tray (PC) or menu bar (Mac).

If you host sessions from a PC, you can also see their names, email addresses and phone numbers with our newest version of Glance. (The same feature for Macs is coming soon!)

  1. Make sure you have the latest version of Glance for PCs (version 2.5). Download from http://glance.net/download.
  2. During a session, login to My Account by clicking G > Settings > Manage or the My Account link at the top of Glance's home page.
  3. Click Try the new Account area [BETA], then the Activity tab. Click your session's Detail link.
A list of your guests appears, along with the names and contact information of those who chose to enter it. We include our best estimate of their geographic locations, based on their IP addresses. Refreshing the page updates the list. Clicking the download link gives you a copy to import into a spreadsheet or CRM.

By default, guests can join your session without entering their name, e-mail or phone. The fields are optional. However, we can make any of them required or disappear for your account. Just send us an email.
Can Glance show the video of my smiling face on a webcam? Show streaming videos?

Sure! 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, use its built-in webcam: Open iChat, choose Video > Video Preview and smile!

If you want to show your guests a YouTube or other video, see the next FAQ so everyone can enjoy the soundtrack with you.

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

Some video players on PCs write directly into your video card's display memory, an operation that Glance might not detect. In those cases, Glance leaves the video area blank. Try using different video player software or reduce your video driver's "hardware acceleration." On your desktop, click Start > Control Panel > Display > Settings. Click the Advanced button and the Troubleshoot tab. Set Hardware Acceleration lower and click Apply.

Tip:
Macs never seem to experience that problem. (-:
How can my guests hear my computer's sound?

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

But for excellent sound quality, use 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.

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.

Can I use Glance on a conference room presentation PC?

Sure.  Assign a Glance Address to each conference room PC. Whenever people are on the speakerphone, have them browse to its Glance Address to see what you're talking about.

Back to top

 
 
Performance and Features
How can I speed up Glance?

  • More Uplink Bandwidth – Glance senses changes to your screen, compresses the information and sends it to a Glance server, which relays the data to each guest. The screen updates are forwarded as fast as you can upload them to Glance and guests can download them. The bigger the pipes, the faster Glance runs.

    Many small business and home office networks enjoy fast download speeds (1.5 to 3.0 mbit/s), but uplink speed is often only 10% as fast. A slow uplink speed can cause slow performance. You can check your network's uplink speed at our http://glance.net/CanYouGlance page.

  • Lower Screen resolution – Glance sends your entire screen, so reducing its resolution should improve performance. A complete 800x600 screen is sent about 2.7 times faster than 1280x1024.

  • A Friendlier Firewall – Look at the Session Status field in the 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.

  • Speedy Glance viewer – For the fastest performance on a Windows PC, have your guests use Microsoft's Internet Explorer to get the free Glance viewer (350k) from http://glance.net/viewer. It installs in moments. Then have them join your session using Internet Explorer. They will connect instantly and should see updates as fast as you can send them.
Can I download something to view a Glance session faster?

For the fastest performance on a Windows PC, have your guests use Microsoft's Internet Explorer to get the free Glance viewer (350k) from http://glance.net/viewer. It installs in moments. Then have them join your session using Internet Explorer. They will connect instantly and see updates as fast as you can send them.

On Macs, we recommend Apple's Safari browser or Firefox.

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.

How can I record a Glance session?

Many of our PC customers recommend a software product called Camtasia. It lets you capture what's on your screen along with your voice. After your session is over, use Camtasia to edit the content and publish it on your website in a variety of formats, such as Flash.

If you're on a Mac, we recommend ScreenFlow, which is a delight to use.

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 send files?

No. We suggest you send files as an e-mail attachment or provide them to your guests on your website. Your Glance web pages (where guests join and finish sessions) can also be customized with your logo and links to files on your website. Call for details.

Why does Glance run slower on my dial-up modem?

Glance sends brief bursts of data to quickly update screen changes. Dial-up connections are quite slow. We recommend using Glance over T1, cable or DSL connections.

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.

Does Glance work with software that supports several monitors?

Glance works with Windows Vista or XP's DualView feature. (Glance sends the "Primary" monitor). Glance currently does not support ATI HydraVision Multi-Monitor Management Software.

Back to top

 
 
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 port 5500 on the Glance servers at 64.95.77.32/27 and 66.150.244.32/27. (These are the IP addresses 64.95.77.32 through 64.95.77.63 and 66.150.244.32 through 66.150.244.63. They are equivalent to 64.95.77.32 and 66.150.244.32 with subnet mask 255.255.255.224.)

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 connection?

Sure. But because dial-up 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 several hundred 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 15 to 25 kbit/s, comparable to active web surfing. All traffic flows through the Glance servers.

Back to top

 
 
Security
How secure is information sent with Glance?

If you would have sent the information as an ordinary email message or attachment over the public Internet, then use Glance instead.

In many ways, Glance is like using the phone to communicate with people outside your company. Glance servers never store the information used to send your screen. They simply route it along the shortest available path.

Using Glance is often more secure than sending the same information as an email attachment. Your guest can only see the information you choose to show. Your guest never obtains copies of the raw data or the files used to create the view. And Glance never creates an "archive" of a session that might be copied and sent to others.

When should Glance not be used?

If you need to show and discuss sensitive information that should not exit your secure corporate network, then you should use a secure email network and an internal phone system instead of Glance.

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.

Could someone intercept my Glance session?

Glance is like web browsing. A sophisticated hacker could intercept your web session network data and see everything you see. The same is essentially true with Glance, but a bit harder. All Glance data is sent compressed, so the hacker would need to decompress the stream to a format that can be viewed.

How do I disable the remote control feature?

Single-click the G icon, choose Settings. Under the Advanced tab, uncheck Enable remote control option.

If you wish, Glance Customer Care can configure your account to remove the feature from any subscriber.

Back to top

 
 
Troubleshooting
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, please use 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.

Guests see black areas, instead of my 3-D CAD model or other objects on my screen.

Some applications may write directly to your PC's video card, an operation that Glance might not detect. High performance CAD programs, like SolidWorks, AutoCAD and Rhino may cause this symptom, as can some video players.

If it happens, one or more black rectangles will appear in your guests' view of your screen.

Here's a simple fix. On your PC:

  1. Start a Glance session. Join it from another computer.
  2. Click G > Settings > Options.
  3. While holding down the SHIFT key on your PC, double-click the blank area above the Exit Glance button. A new button Display Params appears. Click it, which opens another panel of settings.
  4. Under Hint source(s), de-select System and click OK.
Verify that your guest can now see the missing objects in their viewer window.

Try spinning or moving the objects. If your guest's view of them seems to tear, under Hint source(s), try de-selecting both DLL and System, leaving only Foreground selected. Click OK. Choose the combination of hint sources that gives the best viewing experience.
The "G" icon next to my clock disappeared.

Windows XP and Vista often try to hide icons. To make the Glance icon next to the clock always visible:

  1. Click Start > All Programs > Glance > Glance 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 lower right corner, which opens another window.
  4. Locate the line with the Glance "G" icon, click its entry in the Behavior column, choose Always show and click OK.

Back to top

 
 
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 Glance sessions.

Your session might not connect. Or it might pause or drop unexpectedly — a few seconds or even a few minutes into the session. 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 the Glance servers at 64.95.77.32/27 and 66.150.244.32/27. (These are IP addresses 64.95.77.32 through 64.95.77.63 and 66.150.244.32 through 66.150.244.63. They are equivalent to 64.95.77.32 and 66.150.244.32, with subnet mask 255.255.255.224.)

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 other 2.4 GHz devices nearby, 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. (On a Mac, chose Preferences > Advanced.)
  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 can fail when hosting a Glance session (which uploads heavy bursts of data).

If you host sessions that repeatedly drop (especially if this happens many 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 new applications on your computer from talking to the Internet. They usually prompt you when you start your first Glance session. Tell them 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. Recent releases include methods that try to automatically reconnect you to the service when a network drop is detected.

Glance alerts you when a new software version is available. If you have been ignoring those alerts, please upgrade now. It takes just a few moments.

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 check how good your connection to Glance is at this moment in time.

From your 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.

From your 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 new 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 that includes a wireless interface, 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 their food chain.

Back to top

 
 
Free Phone Conferencing
How does free Glance phone conferencing work?

Everyone in your conference calls a U.S. long distance telephone number that we provide. Each participant is charged by their phone company only for the standard long distance or toll rate they normally pay for a phone call during that time period.

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 I get my own free Glance phone conferencing account?

Each Glance DayPass, Glance Personal Subscription or Glance Corporate user is eligible for a personal Glance phone conferencing account.

If you don't have yours yet, just send us an email.

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.

  • 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 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. You can mute everyone again by hitting *7, which rotates the conference back to Presentation mode.
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 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.

Back to top

 
 
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!

Back to top