Glance Agent Video

Glance Agent Video features include the following:
  • Leverages onboard or external cameras.
  • Cloud-based.
  • Scalable.
  • No proxies on onsite installs.
  • Supports Windows and Mac browsers.
  • Can embed in any app.
Glance Agent Video  is a one-way video service offered within the Glance Panorama solution in which a customer can see an agent. For more information on how Glance Agent Video works, see the Glance Agent Video webpage. To learn more about Glance Panorama, visit the Glance Panorama webpage.

Glance Cobrowse

Glance Cobrowse provides a collaborative experience that empowers organizations to resolve issues faster with fewer call-backs, reduce abandons, increase conversions, and deliver an innovative customer experience. Agents can instantly see what customers are looking at, show them relevant content, and guide them through a sales, support or service processes. The benefits of using Glance Cobrowse are powerful:
  • Reduce abandons, increase conversions and improve the brand experience. When customers need assistance, there is no substitute for being able to see what they see and help them accomplish goals. With Glance Cobrowse, agents and customers are literally on the same page, dramatically reducing the frustration of online activities and increasing sales and issue resolution.
  • Enhance sales and support while reducing the cost per interaction. With Glance Cobrowse, companies can reduce time to resolution and eliminate problems that aggravate and alienate customers. Moreover, as issues are resolved, it becomes a natural progression to offer customers additional products and/or services that are personally applicable to them, improving opportunities for upsells and positively impacting the bottom line.
  • Glance Cobrowse simply works every time.
  • With Glance Cobrowse, there is little to no learning curve for agents or customers. Connections are instant. There are no downloads, apps, Flash, or Java required.
  • Moreover, it works for customers regardless of their device, whether they are using a computer, smartphone or tablet.
Glance supports both the latest version and the version prior.  Your site must be upgraded to release "n" before release "n+1" becomes available. Glance can accommodate individual customer's test schedules.
Glance configures the new Glance Cobrowse version in a staging environment for testing.  Within two weeks the release is pushed to customer production sites.
Glance publishes release notes to keep you informed about the latest Glance Cobrowse version. Please email Glance support at support@glance.net to request release note notifications.
You can sign up to receive notifications of the latest Glance Cobrowse release upgrades. Please email Glance support at support@glance.net to request new release notifications
Glance Cobrowse upgrade is a single setting change in the Glance database that determines what version/release of Glance Cobrowse the customer is running. The upgrade process is completed within a few seconds. Following the upgrade, it may take up to an hour for web caching to take place depending on when the visitor connects to the customer's website.
Note  Web caching does not involve nor is it controlled by Glance.
For example, visitors who connect to the customer’s website for the first time experience the upgrade immediately because they do not have anything cached on their browser. However, if a visitor is on the customer’s website minutes before the upgrade, the upgrade may take longer to propagate because the visitor has more recent cached data in their web browser.  Additionally, this type of  visitor is not impacted by the longer upgrade time because they will simply use the previous "working" version of cobrowse while the upgrade is processing.
Glance Cobrowse features include the following:
  • Mask fields containing sensitive data from agent view.
  • Dynamic gesturing so agents can guide visitors with one-click highlighting.
  • Effortless engagement with no passcode or complex key required for customers.
  • No proxy means there’s nothing for your IT team to install, manage or maintain.
  • Guests connect from Windows, Mac or any browser.
  • Mobile support for every customer, no matter what device they are on.
  • No download
Glance Cobrowse is an integral part of the Glance Panorama solution whereby customer service agents can simultaneously view web pages, live, as currently seen by visitors to the website they are supporting within the same browser view. With the visitor’s permission, Glance Cobrowse also allows an agent to remotely control a visitor’s webpage, but can never view or control any other open browser or open applications on a customer's computer. Since agents can see and share exactly what customers are trying to accomplish, they can provide a seamless and more satisfying customer experience. This type of online collaboration dramatically reduces frustration and can build lifetime customer loyalty. To learn more how Glance Cobrowse works, watch the Glance Cobrowse video or visit the Glance Cobrowse web page. For more information on the Glance Visual Engagement Platform, visit the Glance Visual Engagement Platform webpage.
Glance Cobrowse is a visual engagement solution offered within the Glance Visual Engagement Platform. Cobrowse enables you to simultaneously view company webpages as currently seen by visitors within a shared browser view.  There is no download on the guest side. Glance Screen Share is also a visual engagement solution that can be used alone or in conjunction with the Glance Visual Engagement Platform. The difference is that in a screen share session you can view a visitor's entire screen, not just specific company webpages. Both cobrowse and screen share instantly clarify online interactions providing an exceptional customer experience.

Glance Screen Share

Account Info

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.
You must log in as a billing account owner to view invoices. Once you have logged into the account for which you want to view the billing information:
  1. Select the Billing tab.
  2. Scroll down to the Invoice section. Select the Receipt link for the invoice you need.
You can use your Glance subscription from different computers.
  1. Download Glance to your new computer from https://glance.net/download
  2. Follow the prompts. When asked, enter your subscription's Glance Address and password​​​
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.
A Glance Lite Screen Share subscription enables up to 5 guests to connect per session. Glance Professional Screen Share seats allow 100 guests to connect per session. For Glance phone conferences, you may have up to 100 participants with a call limit of 3 hours. Learn more about Glance phone conferences.
The standard Glance Screen Share Trial is 7 days.

To extend your trial, please send us an email or give us a call at 1-888-945-2623. International: +1 781 316 2596.

A Glance Screen Share Day Pass lets you host as many sessions as you like during a 24-hour period. Our grandfathered Glance Day Passers 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 Day Pass.
The next time you need another DayPass, just start a session.
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.
Using a webcam 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! Showing a video To show a video, just play it! See How Do I Transmit Voice/Audio for tips about helping your guests hear its sound. Video performance 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 our solution might not detect. Please see this article if guests can't see what you're showing.
Glance does not have a built in scheduling tool.  However, you may schedule future Glance Screen Share sessions by creating an email invitation.  First, we recommend changing your Glance Session key to either  the same key or No Key. To set up a scheduled session, follow the steps below:
  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 an email invitation To create an email invitation to the scheduled session, follow the steps below:
  1. Start a Glance Screen Share 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. Note: 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.
Start the meeting When it's time for your meeting, follow the steps below:
  1. Start a session. Glance Screen Share uses your preset Session Key.
  2. Have your guest(s) click the link in the invitation. Note: If your session times out before a guest joins, just start a new one.
Using different keys for meetings To use different keys for meetings, follow the steps below:
  1. In Settings choose "I'll give guests a key in advance. Ask me for it when session starts."
  2. Repeat the steps above.
  3. When it's time to start the meeting, tell Glance Screen Share to use the key you sent in the corresponding invitation.
All Glance passwords are encrypted and cannot be retrieved. Passwords can only be reset by the account owner. You will need the Glance Address and email associated with the subscription to reset your Glance password. Once you have that information, follow the steps below. To reset your password, please follow the steps below:
  1. From the Glance Home page, click the LOG IN link.
  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.
  4. You will be sent an email with a link. Click the link to reset your password.
Next, update the password on your computer:
  1. Click the G icon to open the Glance Screen Share menu.
  2. Choose the Settings... option.
  3. Select the Account tab.
  4. Enter your new password.
  5. On a PC, click the OK button. On a Mac, close the Settings window.
You can access your Glance Screen Share subscription from multiple computers. However, please note that each subscription only lets you host one session at a time. You can use your Glance subscription from different computers. To do so:
  1. Download Glance Screen Share to your new computer.
  2. Follow the prompts.
  3. When asked, enter your subscription’s Glance Address and password.
Grandfathered Glance Day Pass users You may see a message saying your Day Pass has expired. Don't worry. When you're ready to host your next session, click G > Start Session and the "Buy Day Pass" button. Learn how the Glance Screen Share Day Pass works.
Thank you for trying out Glance Screen Share. We are delighted that you are ready to become part of the Glance family! Please follow the steps below to convert your trial to a paid subscription.

To convert a standard Glance Screen Share trial into a paid subscription, follow the steps below:

  1. Login to your trial account.
  2. Click “Become a Subscriber.”
  3. Select “Buy.”
  4. Select the monthly or annual plan. You will be prompted to fill in your billing information.
You can change your Glance Screen Share address and/or password at any time by following the steps below. To change the address/password in your online account:
  1. From the Glance home page, click the LOG IN link.
  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.
  5. Click the Update button.
Next, 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 to open the Glance Screen Share menu.
  3. Choose the Settings... option.
  4. In the Account tab, enter your new Glance Address and password.
  5. Click the OK button if you're on a PC. If you are on a Mac, just close the window.
We are sorry to hear that you have decided to leave Glance. However, you can cancel any time by following the steps below. To cancel your Glance Screen Share subscription, first, log in using the account owner's Glance Address and password. Then follow the steps below:
  1. Choose the Subscription tab.
  2. Check the box next to the subscription(s) to cancel. The subscription will expire on your next scheduled renewal date. There will be no additional charges.
Please note that prepaid amounts are not refundable.
In order to view who is in your Glance Screen Share session, you can collect your guests' contact information (for instance, name, phone and email). Setup To set up the option to collect guest information, follow the steps below:
  1. Click your G icon and choose Settings and the Options tab.
  2. Under "Joining a Session", set Name to "Required".
  3. Click OK.
Viewing who is in the session To view who is in a session, follow the steps below:
  1. During any session, from the Glance home page select LOG IN
  2. Click the Activity tab and then click your session's Detail link. Your guests' names appear in the Name column.
  3. Refresh the page to update the list.
  4. Click download to export the data to a .csv file.
We recommend a few simple applications for screen annotation that are free and easy to use:
  1. For PC usersZoomIt
  2. For Mac usersOmniDazzle
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.)
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 download 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: Click here to check out the demo. Glance Screen Share 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), because those offerings often depend on just one browser technology or make their participants install software.
Monthly and yearly subscriptions renew automatically see https://ww2.glance.net/terms/. 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. Cancelling a subscription You can pause or cancel subscriptions at any time. To do so:
  1. login to My Account.
  2. Choose "Cancel Subscriptions".
If you have questions regarding your renewal, please contact us.
You can subscribe to Glance Screen Share for as many or as few months as you need. 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.
Your computer just needs the subscription's login info
  1. Single-click the G icon. The Glance Screen Share menu is displayed.
  2. Choose the Settings option.
  3. Under the Account tab, enter your subscription's Glance Address and Password.
  4. Click the OK button if you're on a PC. On a Mac, close the window.

Compatibility

Hosting sessions You can host Glance Screen Share 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 Screen Share. Download it here. Guests instantly join your Glance Screen Share 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 about guests connecting to Glance Screen Share. If you have additional questions, check out Glance Screen Share system and Performance Requirements.
Guests may join and view your session from any device.   To view your session, guests will only need a web browser and internet access. No app. No download. No plug-in. No Flash. No Java. No kidding.
Yes, Glance Screen Share works with Parallels,  Boot Camp, and VMWare Fusion. Coherence Mode in Parallels

If you are running Glance Screen Share 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.

Session hosts do need to download Glance Screen Share If you are hosting a Glance session, download and install Glance Screen Share on your computer. The software is free.   Co-presenters need to download Glance Screen Share Your colleagues can also present. Learn more. 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.
While the answer is yes, please note that your 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.

Performance Features

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). 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.
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).
Now with Glance Screen Share, you can switch presenters during a session! Co-presenters just need Glance installed before joining. They do not need a subscription. Instructions for co-presenting FIRST: Make sure you have Glance installed. Download here. NEXT: Before your session starts, have co-presenters download Glance at https://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 joins with their favorite web browser. SHOW: Co-presenters will see a G icon appear in their system tray (PC) or Menu bar (MAC). Any co-presenter can click their G-icon and choose Show my Screen. Everyone in the session will now see that person's screen. CHANGE PRESENTERS: Have someone else click G > Show my screen. That person now 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
Glance solutions do not come with a recording technology. However, there are several great recording solutions that you can use with Glance solutions. Recommended applications 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. A cheaper option that can still do the job fairly well is Ink2Go, which also has annotation features. A free trial version is 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. To resolve the issue, follow the steps in this section.
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. Read this document to learn more about integrating Glance Screen Share into your website. Read this document to learn more about changing the color of your Glance Screen Share solution to match your website.
Below is some advice on how to get the best Glance Screen Share performance. User 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 Screen Share. The bigger your pipe, the faster Glance Screen Share 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 Screen Share performance. Check your network's performance at the Glance Screen Share System and Performance Requirements page. Lower your host screen resolution Glance Screen Share 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.
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 2.11 for Windows PCs (download here and Glance for Macs (download here). Setup To set up the No Key option, follow the steps below.
  1. Click the G icon near your computer's clock. The Glance menu opens.
  2. Choose Settings.
  3. Click the Options tab.
  4. Under Session Key, choose No key.
  5. Click OK.
To join your sessions, guests just browse to your Glance Screen Share address. They join immediately after entering any contact information you might require.
The Glance Screen Share System & Performance Requirements will help you check your computer's ability to host or join Glance Screen Share sessions. To learn more about how Glance Screen Share works visit the Glance Screen Share web page.

Glance Screen Share definitions

Glance Screen Share—Show session A host shows their desktop screen to a guest.
Glance Screen Share—View session A host views a guest's desktop screen.
Glance Screen Share—View & control session  A host views and controls a guest's desktop screen.

Host and guest Show session system requirements

You can host a Glance Screen Share Show session using any of the following desktop system requirements:
  • Microsoft Windows (7+)
  • Apple Mac (OS X 10.10+)
Guests instantly join your Glance Screen Share Show session from any Windows or Mac computer or any mobile device without the need to install any software. They are also required to have internet access using any of the following browsers:
Joining from a desktop or laptop Joining from a mobile device
Internet Explorer 8+ iOS 5+
Chrome 63+ Android 2.3.3+
Firefox 56+ Windows Phone 8+
Safari 11+ Surface Pro & RT
BlackBerry 7+

Host and guest View session system requirements

You can host a Glance Screen Share View and/or View & Control session using any of the following desktop system requirements:
  • Microsoft Windows (7+) Apple Mac (OS X 10.10+)
  • In order for your guest(s) to join your Glance Screen Share View or View & Control session, they need the following desktop specifications:  Microsoft Windows (7+) Apple Mac (OS X 10.10+)
Note When you begin a View  or View & Control session, your guest(s) will be prompted to download and install Glance software. The download is very small and will only take a few seconds to complete.
Guests also need to have internet access using any of the following browsers:
  • Internet Explorer 11+
  • Chrome 63+ Firefox 56+
  • Safari 11+
Note  View only and View & Control sessions are only available on desktop, not mobile.

Performance

Glance’s high-speed servers forward screen changes as fast as your network allows. Many factors can affect your network's actual speed over time. To provide the best experience for your guests, make sure you have optimal upload and download speeds by taking the Ookla speed test.
  • Your UPLOAD speed affects how well you can host sessions.
  • Your DOWNLOAD speed affects your viewing experience.
Speed
500+ kbps You rock!
300 kbps Great
200 kbps Fine
100 kbps Not so hot
<50 kbps S-L-O-W

Ready to try Glance?

All you need to host sessions is a free trial or paid subscription and Glance installed. And for the best experience, be sure to download the latest version of Glance Screen Share.
Yes!  Your primary or main monitor is shown by default, but you can switch the monitor. Glance shows one monitor at a time, leaving your other displays private. Show a different screen
To show a different screen, follow the steps below
  1. Click the G icon. A menu is displayed.
  2. Choose Settings.
  3. Click the Options tab.
  4. Select the monitor 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.
Note: Glance does not support ATI HydraVision Multi-Monitor Management Software, which comes with some high-end PC video cards.
Yes! Exporting session detail is easier than ever in the My Account area. You can:
  • Export session details as a .csv (comma separated value) text file. Import it to any spreadsheet.
  • Choose any time period.
  • Export sessions for one individual or everyone in your group.
Export session information
First, login to the My Account area:
  1. From the Glance home page, click the Log in link.
  2. Login using your Glance Address and password. (Forgot your password? Here's how to reset it.)
Then follow the steps below, depending on whether you want to export details for one or multiple sessions.
Export details for one session
To export details for one session, follow the steps below:
  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.
Export details for multiple sessions or for your entire group
To export details for multiple sessions or for your entire group, follow the steps below:
  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.
No, Glance solutions cannot transfer files. You can reassure your security-conscious session guests that neither person can send any files during a Glance session.  Should you need to transfer files, we suggest you send the files as an e-mail attachment or provide them to your guests on your website. 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.
Glance Screen Share 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 Screen Share's native viewer.

Phone Conferences

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.
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.
We want to know! To help us troubleshoot, please contact us with the following information in the Notes field:
  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, read more here.
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.
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
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.
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
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.
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.
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.
Yes. You should be able to dial the US-based Glance phone number from anywhere in the world. You will be charged for a standard international long distance call from your phone provider.

Security

Glance solutions use 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.
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. Set SSL-encryption Glance 2.11 for Windows PCs (download here) and the Glance 2.11 for Macs (download here). Once installed, open its Settings... box and enable Encrypt my sessions (near the bottom of the list of Options).
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 (last updated 8 Feb 2018):
IP Range CIDR Subnet Mask
35.176.92 - 35.176.92.95 35.176.92.88/29 255.255.255.248
35.180.1.0 - 35.180.1.7 35.180.1.0/29 255.255.255.248
52.9.127.160 - 52.9.127.191 52.9.127.160/27 255.255.255.224
52.15.247.224-52.15.247.255 52.15.247.224/27 255.255.255.224
52.29.191.240 - 52.29.191.255 52.29.191.240/28 255.255.255.240
52.31.255.240 - 52.31.255.255 52.31.255.240/28 255.255.255.240
52.34.127.224 - 52.34.127.255 52.34.127.224/27 255.255.255.224
52.60.127.224 - 52.60.127.255 52.60.127.224/27 255.255.255.224
52.64.7.86 52.64.7.86/32 255.255.255.255
52.64.46.73 52.64.46.73/32 255.255.255.255
52.66.31.240 - 52.66.31.247 52.66.31.240/29 255.255.255.248
52.72.63.192 - 52.72.63.223 52.72.63.192/27 255.255.255.224
52.72.63.224 - 52.72.63.239 52.72.63.224/28 255.255.255.240
52.76.191.240 - 52.76.191.247 52.76.191.240/29 255.255.255.248
52.78.247.248 - 52.78.247.255 52.78.247.248/29 255.255.255.248
52.192.191.120 - 52.192.191.127 52.192.191.120/29 255.255.255.248
54.233.127.232 - 54.233.127.239 54.233.127.232/29 255.255.255.248
 
No. For someone to see your screen using Glance, the following must happen:
  •  You must manually start a Glance session by clicking the "G" icon and selecting the start session prompt.
  •   Once you start the session, a guest has to visit your Glance web page and know the Session key.
Sure. But because dial-up and satellite data speeds are much slower than broadband, it will affect how fast your guest(s) receive updates.  Glance will send your screen changes as fast as your network connection allows and your guests will receive the changes as fast as their network allows.
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.
In the My Account area, a Glance administrator can now control which features users can access. Features 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
Log in to the My Account area:
  1. Click the My Account link.
  2. Log in using the Glance Administrator's Glance Address and password. (Forgot your password? Click here to find out how to reset it.)
  3. Click the Settings tab.
  4. In the Privileges and Settings 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.

Troubleshooting

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.
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".
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."
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.
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
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:
  • Norton™ Internet Security
  • Norton™ Antivirus
  • ZoneAlarm® Internet Security Suite
  • Kasperski® Antivirus
  • AVG™ Anti-Virus
  • Google™ Web Accelerator
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.
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.
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.
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.
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.
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.
Click the following two links to verify that you can access our servers in China: In both cases, you should see animated blue dots. If you do not, please contact us for assistance.
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. 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.
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.
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."
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 LOG IN tab located on the top-right corner of the page.
  3. Enter your Glance Address and Password.
  4. Click Login.
Account loginIf 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. Reset Your Password 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): G iconIf you are using a Mac it will display on the menu bar: mac g icon
  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). G icon
  2. Click Settings.
  3. Click the Advanced tab.
  4. Click the Exit Glance button. Exist Glance
  5. Find Glance in your programs from the Start menu or in your File Explorer and relaunch.
To relaunch Glance on a Mac Mac G icon menu
  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.
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.
We continuously improve the Glance service. The latest version for the PC is Glance 2.11.2 and for Mac is Glance 2.11.2. 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.
Glance works through most network security devices. However, some may have a network policy that disrupts Glance 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 may 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.
Depending upon your display settings, your computer may automatically sleep or hibernate if left idle. Hibernating more than a few moments could drop the connection to your Glance session.
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 the router 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.

Partner

Below is instructions on how to add users in bulk:
When you login in to the Glance Manager Your Account console with the Moxie Admin login, you will need to select the correct group / company you wish to modify. To select the group, you will see a drop down in the top right corner: Notes: If you forget to select the correct customer before clicking on the Portal tab, please do the following:

Select the correct company / group and then select the “Summary” Tab. It will reset so when you go to the Portal Tab, it will reflect the correct group.

If you forget to select the correct customer before clicking on any of the other tabs (Settings, Activity, Users…), no problem. Simply select the correct group in the drop down and the view will instantly reset to the correct group
Once you are logged in, ensure the drop down is pointed to MoxieSoft. Once you have ensured it is pointed to MoxieSoft, then select the Portal tab. Next click on the arrow next to MoixeSoft and select “New Account.” Follow the prompts to create the new account. See below as an example: You will want to create an account admin on the Crate and Barrel side: Billing: Glance will be bill Moxie. Please select the following:
When you login to the Glance Manage your account area, you will find the API information on the lower right corner of the Settings tab.  You may view or create a new API key. Examples: Log into the Glance (https://www.glance.net/Login.asp?username=) with your login:  moxieadmin1.glance.net  and password. Click on the Settings Tab.  API key is in the bottom right corner.   In this example, the customer did not have an API key.   If you select “Change itPartner API Key Once you click on Change it, your view will change to the following: You can either enter your own API key or Generate a Random Key. In this example, we click Generate Random Key.  A Random API key will appear and then you will need to Save Changes. Once you Save the changes, you will notice the page will refresh and the API key show in the bottom right corner.