Release Notes

Use this section to grab the latest updates for specific builds and releases of all Glance products.

Release Notes are positioned from most recent release.

4.2 – June 26, 2018

NEW FEATURE: MultiView

Building further upon our foundational changes in Glance 4.0, we are proud to announce a new capability for a Glance user agent to view multiple desktop computers at the same time.

When you need to see a customer’s screen, you can now guide them to one universal URL for your company. Upon arriving, your customer will be guided to download a ~3MB client, which will then present to them a session key to give to you. From your CRM console or a specific join page, you can click Join, enter the key, and you’re Glancing!

To view another computer, simply repeat this process with your customer on each computer you need to view. You will have a view of each desktop in its own browser tab.

This comes with numerous other improvements:

• NEW Session Start page: a ground-up redesigned page that more clearly guides customers on how to download and invoke the Glance client on all major browsers on Windows and Mac.
• This page is translated in English, French, Canadian French and Portuguese.
• It can also be branded with your own font, logo and brand colors.
• NEW GlanceGuest client: a refined UI for Windows and Mac that more clearly displays what customers can control without getting in the way.
• You can also now gesture while viewing a Mac desktop.
• Improved security: only authenticated Glance user agents may join sessions started by customers.
• No client software needed: Agents can view desktops with the new Webviewer introduced in our 4.1 release, which features better picture quality and improved stability over weak connections.

The new GlanceGuest client will be rolled out initially to specific customers before becoming the standard client for all users viewing customer desktops.

Other Improvements and Fixes

GlanceGuest client

• Fixed an issue that would cause Mac users to download Glance again after joining a second session.
• GlanceGuest client can be moved around the screen from blank space at the top, in addition to the grippy dots in the top-left corner.

Glance Website

• Increased the amount of user activity you can view from the Activity tab in My Account.
• Added a message to screen share join page about data collection for GDPR compliance.
• Added a security.txt file to the website for ethical disclosures of any found security vulnerabilities in the future.
• Fixed an issue where users without a Glance address were displayed improperly when viewing them from the Activity tab in My Account.
• New Feature: You can now export a list of all users and their roles from the Portal.
• Added new error messaging for SAML requests to more easily troubleshoot configuration errors.
• Numerous database optimizations for faster reporting.
• Added diagnostic tracking to the MultiView start page.

Cobrowse

• Upgraded a compression library to avoid an issue on some web pages where the agent didn’t receive a full recreation of the customer’s page.
• Changed how the Cobrowse script captures the agent’s cursor during page loads to avoid an issue on some pages where the agent cursor would get stuck.
• Fixed an issue that prevented an agent from requesting remote control through a UI other than Glance’s built-in options when the view is in an iframe.
• Added logic for pages that don’t define a doctype for iframes to avoid rendering the view in quirks mode.
• Added support for comment nodes to avoid an issue on some pages where text would not appear in the agent view because of comment nodes on the page.
• Modified how Cobrowse retrieves stylesheets to increase the chance of using the correct path when the path changes.
• Other minor improvements and fixes.

4.1 Software – May 24, 2018

Panorama, Cobrowse, Mobile SDK, Glance for Salesforce

This release builds significantly upon the foundational changes we made in our 4.0 release and 4.1 website release. We have a new product for Mobile now available, and we have made significant improvements to other products.

NEW: Glance App Sharing for Mobile

We are proud to officially launch our mobile SDK for iOS and Android that allows screen sharing within a mobile application for live in-app support. It uses the same screen sharing technology we have refined over many years, optimized and refined for service and support scenarios for customers on mobile devices.

Mobile SDK Features

• Customer can share their screen with an agent directly from the app, no configuration or installation necessary.
• Embedded VoIP client for in-app voice calls that can be integrated with your company’s Voice system.
• Field masking to protect customer information within your app.
• Sharing locked to your mobile app only – no customer information in other apps is ever visible.
• Agent can point and gesture with their mouse to guide the customer through the application.
• One-way agent video shows the customer who they are talking to for better trust and satisfaction.
• Same Glance standard for scalability and reliability, even on older devices or weak internet connections.

Improvements and Fixes

Cobrowse

• Adjusted how Cobrowse gets element id’s from web pages to avoid errors in some page designs.
• Added toggleable function to Cobrowse that regularly checks if input values have updated to avoid text entries not appearing in Cobrowse sessions on some page designs.
• Improved Cobrowse reliability for some pages that throw security errors when polling for changes in the <style> tag.
• Added functions to Cobrowse to work around some web page designs that were preventing the agent from seeing images and resources on the page.
• Improved Cobrowse’s ability to retrieve styles on pages where styles are generated dynamically.
• Added capability in Cobrowse to mask elements in the document head

Panorama client

• Updated video sharing capabilities in Panorama to work with sharing a mobile device’s screen.
• Clarified error messages in Panorama for incorrect URL invocations
• Added the capability to Panorama to join a screen share session started by an anonymous user in a group directly from the app and from a protocol handler via a web page.
• Removed the option in Panorama to encrypt screen share sessions. All sessions are now encrypted by default.
• Added a capability to cobrowse with a customer to a screen share join page when escalating from Cobrowse to Screen Share.
• Fixed an issue in Panorama that wouldn’t let you log out and in as a different user after authenticating via SSO.

Glance for Salesforce (2.87)

• Added capability to Salesforce to join screen share sessions started by anonymous users in a group.
• Fixed an issue in Glance for Salesforce that prevented you from joining Cobrowse sessions if you did not have SSO set up.

Screen Share Webviewer

The Screen Share Webviewer features better picture quality and stability over weak internet connections. It is currently only available in a few use cases, but will be more widely deployed over time.

• Added capability to automatically reconnect to sessions if there is a drop.
• Added new icons for a more modern user experience.
• Built remote control functionality.
• Fixed an issue in the webviewer that sometimes made it impossible to toggle the zoom.

4.1 Website – April 26, 2018

New Feature: Enhanced Partner API

• You can now provision users with Roles at scale. Create a Role in the Admin Portal with the permissions you need, then define which Role your users should have when you make the API call. See our Partner API documentation for more details.
• You can now retrieve user details via the Partner API with a new ShowUsers call. It works for one or many users. See documentation for details.

Security Upgrades

• Updated our Privacy Policy for GDPR compliance
• Changed method for joining Screen Share and Cobrowse sessions from GET to POST.
• Adjusted Admin Portal to protect against cross-site scripting.

Improvements

• Standardized the user deletion tools across My Account, Admin Portal, and the Partner API so that Glance addresses are reusable.
• Laid groundwork for joining screen share sessions from a web page with agent video via the Panorama client.
• Improved accessibility for Cobrowse sessions.
• Added “Yesterday” option to reporting tools for session history.
• Changed Roles in the Admin Portal to display in alphabetical order.
• Added options in Admin Portal to choose from multiple subscriptions for users.
• Improved screen share session reliability in moments where session servers are briefly unavailable.

Other Fixes

• Fixed an issue that prevented you from starting a Show session from Salesforce in Edge.
• Fixed an issue that prevented guests from join a keyless screen share session from the generic session join page.
• Adjusted web service timeouts for more reliable reporting.
• Other minor fixes and improvements.

4.0 – March 13, 2018

Overview

The Glance 4.0 release includes numerous under-the-hood adjustments to our software and services which add a new capability for an individual to start a Screen Share session as an anonymous user within a certain group for an authenticated Glance user to join. This matches the model we designed for Cobrowse some time ago to fit service scenarios instead of our original model of a session host inviting guests to view content.

This structure has several key benefits:

• Makes it easier to implement Glance Screen Sharing into native applications on desktop and mobile devices for integrated visual engagement.
• Enables capability for agents to be able to join multiple screen share sessions at once.
• Allows Glance administrators to get reports on agents joining sessions.
• Better security.

Other Enhancements

• Added capability to accept POST method for authentication when joining Glance sessions.
• Wrote API’s for iOS to support the anonymous visitor call model for screen share and field masking (API’s for Android are forthcoming).
• Added capability to join a screen share session started by an anonymous visitor in a group with our new webviewer.
• Built gesturing capabilities into the new screen share webviewer.
• Improved fallback measures for when session servers are not available.
• Optimized database queries for better performance and scalability.
• Updated UI in client screen share viewer.
• Added capability to Panorama client to join a screen share session started by an anonymous visitor in a group.
• Created diagnostic tools for troubleshooting reverse screen share sessions.
• Improved error reporting for web requests made by client.
• Improved server selection logic for when sessions are started.
• Adjusted the Settings page in My Account to reflect new screen share capabilities and more clearly describe permissions.
• Added support for Glance users in multiple groups to join sessions through universal join by setting a preferred group.

Fixes

• Fixed an issue that sometimes prevented some iPhones from starting a session in certain network conditions.
• Fixed an issue in iOS that sometimes made masked information briefly un-masked to the viewer.
• Fixed an issue that sometimes made the screen share viewer only see black when joining a session from Edge.
• Fixed the Glance address suggestion tool when signing up for a new Glance account.

3.8.10 GlanceGuest – Feb 8, 2018

This release also includes fixes included in GlanceGuest 3.8.9.

Fixes

• Fixed an issue that prevented agents from being able to control elevated apps like Task Manager and Registry on Windows during View sessions with customers.

• Fixed some uncommon issues that would prevent users from joining View sessions from Internet Explorer.
• Fixed a couple of uncommon issues that would make the GlanceGuest UI freeze on the desktop.
• Fixed an issue with View sessions that threw an error on 32-bit versions of Windows 7.
• Fixed an issue that prevented agents from using remote control when trying to View a customer’s screen.
• Fixed an issue that prevented agents from switching to see a different monitor when trying to View a customer’s screen.

3.8.8 Website – Jan 19, 2018

Improvements

• Rewrote the language from the ground up for guests joining View sessions started by agents to view their screen to more clearly describe to guests how to download and install Glance in the latest browsers.
• Laid hooks into join pages to support localization in the future.
• Released a new version of the GlanceGuest client for sessions to View someone’s screen. This one doesn’t require your guest to have admin privileges to run.

Fixes

• Optimized some old queries to run more efficiently on our newly upgraded database.
• Fixed an issue that sometimes prevented VoIP calls from connecting in some call routing systems.

3.8.6 Panorama – Dec 22, 2017

Enhancements and Improvements

• Added a capability to pass the agent’s name through to the customer’s browser during a cobrowse session to use in customer UX.
• Improved ability to capture cursor images.
• Improved native viewer’s ability to work with weaker Internet connections.
• Set screen share sessions to be encrypted by default.
• Set a framerate cap for Agent Video to optimize performance on some devices.
• IPv6 compatibility.
• Under-the-hood improvements for future features.

Fixes and Adjustments

• Fixed an issue for users with remote control privileges that caused View sessions started from Salesforce to have remote control enabled, even if Glance for Salesforce was set to start with it disabled.
• Adjusted how Panorama client for Mac handles protocols so that it can start or join sessions from web pages, even when the client has not been launched.
• Fixed an issue that caused the Panorama for Mac UI to freeze when starting a session with an invalid video device name.
• Fixed an issue with iOS device sessions that could cause Panorama to send the screen at the wrong resolution.
• Fixed an issue that sometimes caused the G menu to not open while cobrowsing via Panorama.

3.8.5 Website – Nov 29, 2017

Enhancements

• Adjusted Glance website to accommodate the ability to cobrowse with a customer to the screen share connection page when escalating from Cobrowse to Screen Share

Security Enhancements

• Added capability to store, organize and report on data in compliance with data purging requirements

Fixes/Improvements

• Fixed an issue with VoIP that in some instances allowed agents to dial back into conference bridges that were supposed to be terminated after a completed call.
• Fixed an issue that caused session servers to hang if the connection to the database server got interrupted
• Fixed an issue that caused guests joining a reverse screen share session to receive the wrong client installer when the host required information from the guest upon joining
• Fixed an issue that prevented Glance internal reporting tools from showing active sessions
• Revoked unnecessary grant operations to read only reports formerly intended for session reporting

3.8.1 Website – Sept 27, 2017

New Feature

• Customers can set the preferred version of Glance for their users to automatically download if they don’t have it already. This prevents users from getting the wrong version of Glance which may not support custom settings.

Fixes

• Resolved a discrepancy between Glance’s account system and Stripe that prevented customers from seeing charges to their card.
• Adjusted how sessions end so that guests are always taken to the correct page.
• Fixed an issue that would sometimes prevent agents from escalating a cobrowse session to screen share when customers were using Safari.
• Fixed an issue that prevented guests from getting the new Webviewer when joining screen share sessions.
• Fixed an issue that prevented users from Showing from Salesforce with single sign-on when they didn’t have Glance installed.

Security Improvements

• Locked preferences at the group level so that administrators can force users to encrypt screen share sessions.
• Removed unnecessary redirection feature for joining sessions.
• Resolved a production defect for handling excessive logins.

Back end Improvements

• Improved how Glance provisions customers with Cobrowse.
• Improved internal reports for troubleshooting.

3.8.0 – August 31, 2017

Screen Share Updates

• Deploying Infrastructure to Enhance Web Viewer
• • Enhanced picture quality with no software download for viewer.
  • Improved framerate and performance for guests on weaker connections.
  • Future client and server updates to enable these enhancements.

Cobrowse Updates

• New Feature: Agent Report a Problem
  • If agents see pages which are not showing correctly because of misconfiguration or other issues, they can report it directly from the cobrowse interface.
  • Admins can enable the agents to report a problem from their online account under Settings.
  • Problem report appears in a pop-up window that can be set aside to fill out later at the end of the call.
  • Glance collects which page it happened on, pages visited before it, browser details, time, and other info.
  • Agents can provide additional information on the problem.
  • Admins can review summaries of problems reported and reports in detail.
  • Glance can see problem reports and assist with troubleshooting.
  • See screenshot below

Website Updates

• New Feature: Additional Reporting Tools
• • Reports can be run by user roles.
  • Added option to export Activity Summary.
  • Added a report showing least active Glance users.
  • Session Activity .csv export columns have been renamed so they are easier to understand and use in excel pivot tables.
  • Reports UI has a new interface that can be expanded/collapsed to more easily view relevant information.
  • Adjusted Session Activity exports to count cobrowse sessions that escalated to screen share or agent video as one session

• Reporting improvements
  • Created reporting tools for large-scale enterprise customers to check for potential connectivity issues.
  • Added client details of participants to session records.
  • Added details to session reports to indicate when a Cobrowse session started from Glance Presence service.
• Other Improvements and Fixes
  • Glance admin shows enterprise customers accurate subscription status.
  • Improved security based on pen-testing results.
  • Adjusted how Billing Contacts are created and managed.
  • Session guests from uncommon locations will no longer prevent exporting Session Activity.
  • Fixed an issue that prevented trial users from seeing their changes to their account information.
  • Removed the option to export session activity for users with no session activity.
  • Updated styling for trial signup page.
• Other Fixes
  • Added a setting to control when a group can use Glance Presence service.

3.7.5 Client – July 31, 2017

Panorama Client Updates

• New Feature: Show an App (Beta)
  • Admins can control what users can show with Glance by whitelisting applications or desktops on the server through their online admin account. Users could then choose between showing a desktop, one application, or several applications at once.
• User Interface Improvements
• • • Adjusted the back button design in Settings so it’s more noticeable.
    • Added a minimize button to the main Panorama panel, which feels better.
    • Added a feature that allows Panorama to remember which screen the user last showed.
• Other Improvements and Fixes
• • • Added a feature to join a screen share session and begin an Agent Video session.
    • If a user attempts to launch a Panorama function (e.g. show) from Salesforce, for which they do not have permission, user will see an error message.
    • Fixed an issue where Panorama wouldn’t overwrite previous versions. (MS Windows only)
• Apple Macintosh-specific Improvements
• • Fixed a rare issue where the host user on Mac couldn’t take back remote control

AJAX Viewer Updates

• Fixed an issue with gesturing not appearing on guest user view in some scenarios.

Archived Cobrowse Release Notes

3.3.0 Release Notes

Enhancements

• Separate script for Cobrowse
• Trusted domain settings
• visitor connectivity
• SockJS client upgrade

Updates and Fixes

• API Updates
• Bug Fixes

Separate script for Cobrowse UI

The Cobrowse user interface functionality now resides in a separate Javascript file. The default user interface can be suppressed in favor of a custom UI by adding an attribute data-ui=”custom”to the cobrowse<script>tag.  A number of methods and events have been added to the Cobrowse API to support custom UI development.

Trusted domain settings

There are now two separate domain lists on the Cobrowse Settings account page:

• Cross Domain Cobrowse
• CRM and Chat Integration

Add domains to the Cross Domain Cobrowse list when a visitor navigates to those domains, and a cobrowse session with that visitor needs to be launched thereafter. Add domains to the CRM and Chat Integration list if pages on those domains should be trusted to invoke cobrowse functionality. See the Cobrowse Settings page in your account for more information.

In addition, a full hostname can now be specified as a trusted domain. Previously only a domain name could be specified.

Visitor connectivity

A visitor’s Cobrowse session will now reconnect after a temporary loss in Internet connectivity, improving session stability in cases where visitor network connection is unreliable.

SockJS upgrade

The Sockjs client used by cobrowse has been upgraded to version 1.0.3.

API changes

The following changes are documented in detail in the Customizing Cobrowse documentation.

• The reason for a session ending is now passed to the sessionend event handler.
• New methods for storing data on the cobrowse session
• GLANCE.Cobrowse.InvokeVisitor() API function
• There are a number of new methods and events to support creating a custom UI.

Bug fixes

• In the Cobrowse button customization tool, the option to hide the Cobrowse button also hides the yellow Cobrowse session border. This bug has been fixed so that only the button is hidden, and the border is still displayed. (9234)
• An additional Agent Video stream opens on the agent side when using Glance Panorama. This bug has been fixed so that there is only one stream on the agent side. (9229)
• When a visitor using Safari clicks the back button, the agent view dims and does not update to match the visitor’s view. This bug has been partially fixed. For Safari 9, the agent browser still fails to follow the visitor’s view if the visitor repeatedly uses the back button (9405)
• Cobrowse fails on websites that use Sarissa: a library which provides cross browser support for AJAX requests. This bug has been fixed so that cobrowse is now Sarissa compatible. (9486)
• In Internet Explorer 9, the cobrowse session fails to start on the first attempt after a browser restart. (http pages only) (9139)
• Scrolling does not work for websites with a fixed element at the top of the browser window (9381)
• A <base> tag with no href in the body of a document prevents the agent’s view from rendering correctly; style sheets not downloaded (9391)
• “500 Internal Server Error” when joining a session started from file:// url (9268)

3.2.0 Release Notes

Enhancements

• Separate script for Cobrowse
• Trusted domain settings
• visitor connectivity
• SockJS client upgrade

Updates and Fixes

• API Updates
• Bug Fixes

Separate script for Cobrowse UI

The Cobrowse user interface functionality now resides in a separate Javascript file. The default user interface can be suppressed in favor of a custom UI by adding an attribute data-ui=”custom”to the cobrowse<script>tag. A number of methods and events have been added to the Cobrowse API to support custom UI development.

Trusted domain settings

There are now two separate domain lists on the Cobrowse Settings account page:

• Cross Domain Cobrowse
• CRM and Chat Integration

Add domains to the Cross Domain Cobrowse list when a visitor navigates to those domains, and a Cobrowse session with that visitor needs to be launched thereafter. Add domains to the CRM and Chat Integration list if pages on those domains should be trusted to invoke Cobrowse functionality. See the Cobrowse Settings page in your account for more information.

In addition, a full hostname can now be specified as a trusted domain. Previously only a domain name could be specified.

Visitor connectivity

A visitor’s Cobrowse session will now reconnect after a temporary loss in Internet connectivity, improving session stability in cases where visitor network connection is unreliable.

SockJS upgrade

The Sockjs client used by Cobrowse has been upgraded to version 1.0.3.

API changes

The following changes are documented in detail in the Customizing Cobrowse documentation.

• The reason for a session ending is now passed to the sessionend event handler.
• New methods for storing data on the cobrowse session
• GLANCE.Cobrowse.InvokeVisitor() API function
• There are a number of new methods and events to support creating a custom UI.

Bug fixes

• In the Cobrowse button customization tool, the option to hide the Cobrowse button also hides the yellow Cobrowse session border. This bug has been fixed so that only the button is hidden, and the border is still displayed.  (9234)
• An additional Agent Video stream opens on the agent side when using Glance Panorama. This bug has been fixed so that there is only one stream on the agent side. (9229)
• When a visitor using Safari clicks the back button, the agent view dims and does not update to match the visitor’s view. This bug has been partially fixed. For Safari 9, the agent browser still fails to follow the visitor’s view if the visitor repeatedly uses the back button (9405)
• Cobrowse fails on websites that use Sarissa: a library which provides cross browser support for AJAX requests. This bug has been fixed so that cobrowse is now Sarissa compatible. (9486)
• In Internet Explorer 9, the cobrowse session fails to start on the first attempt after a browser restart. (http pages only) (9139)
• Scrolling does not work for websites with a fixed element at the top of the browser window (9381)
• A <base> tag with no href in the body of a document prevents the agent’s view from rendering correctly; style sheets not downloaded (9391)
• “500 Internal Server Error” when joining a session started from file:// url (9268)

Archived Screen Share Release Notes

2.11 Release Notes

Updates and Improvements

Glance Screen Share 2.11 for Windows newest improvement:

• Better integration with Chrome browsers.

2.10 Release Notes

Updates and Improvements

Glance Screen Share 2.10 for Windows new updates and improvements:

• Performance improvements showing webcam video (available on certain subscription plans).
• Fixed issue on Windows 8.1 regarding the Change the size of all items display setting.

2.9 Release Notes

Updates and Improvements

Glance Screen Share 2.9 new updates and improvements:

• Ability to show your webcam or other video sources with certain subscription plans.
• Capabilities for integrations with partner applications.
• Fixed issue where screen border can appear on the wrong monitor in multiple monitor configurations.

2.7 Release Notes

Glance Screen Share 2.7 for Windows has some new updates and improvements including mobile capabilities, Instant Join, and encrypted.

Glance goes mobile

Guests using mobile devices such as iPads, iPhones, and Blackberrys can now view your sessions. Virtually any device with a browser can join a Glance session!

Mobile guests join the same way desktop users do—just open up a browser and type in your Glance Address. For example: johnsmith.glance.net

Instant Join

With Instant Join your guests join your screen share sessions instantaneously and with the fewest clicks.

To choose instant join:

1. Single-click the G icon in the notifications area of your desktop and then choose Settings.
2. The Glance Settings window appears.
3. Choose the Options tab.
4. In the Have guests join: section, select the Instantly (no download) option.

For remote control or to show animations choose Glance’s high performance plug-in option instead.

Encrypted sessions

To encrypt your sessions for added security:

1. Single-click the G icon in your notifications area of your desktop.
2. Click Settings
3. Choose the Options tab.
4. In the During my sessions: section, check the Encrypt my sessions box.

Additional updates and improvements

Glance 2.7 includes additional updates and improvements:

• Updated UI settings.
• Improved messaging regarding your account status when starting Glance sessions.
• Improved layout and clarity of messages that guests see when joining your sessions.
• Better Join experience for guests with JavaScript disabled.
• Session info window can now accommodate longer Glance addresses.