Trouble During a Screen Share Session?

Transmitting voice or audio during a session

The simplest way to transmit voice or audio during a session 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 during a session

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 Photo Booth Application.

Showing a video during a session

To show a video, all you have to do is play it.

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.

Guests don't see all the changes on my screen

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

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

If the problem persists, try unchecking the Windows option.

My Glance Screen Share session becomes sluggish or ends suddenly

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

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

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

If you need further assistance, give Glance a call for help 1-877-452-6236.

Viewing who is in your Glance Screen Share session

You can collect your guests' contact information (for instance, name, phone and email) and then view who is in your Glance Screen Share session.

To collect guest information, follow these steps:

  1. Click your G icon.
  2. Choose Settings.
  3. Go to the Options tab.
  4. Under Joining a Session, set Name to Required.
  5. Click OK.

To view who is in a session, follow these steps:

  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.
  5. How do I annotate on my screen during a Glance session?

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

For PC users: ZoomIt For Mac users: OmniDazzle

If you 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.)

Letting others show their screens during a Glance Screen Share session

You can switch presenters during a session, co-presenters just need Glance installed before joining. They do not need a subscription.

To set up co-presenting:

  1. Make sure you have Glance installed. Download here.
  2. Before your session starts, have co-presenters download Glance at https://glance.net/guest. This is a one-time step.
  • START: Start your session.
  • 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 the G icon and then choose Show my screen. That person now becomes the new presenter. Click the G icon and then choose Hide my screen to stop showing.
  • STOP: To prevent guests from showing their screen:
  • Click the G icon and go to Settings.
  • Choose Options.
  • Uncheck Allow guests to show their screens.
  • Click OK.

My session repeatedly drops when I am connected through my home office

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. 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). Check the manufacturer's support page make sure you are using the newest version: Linksys, NETGEAR, D-Link. Contact us if you need further assistance.

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

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.
  3. Choose Settings.
  4. Select Options.
  5. Enable Always tunnel.
  6. Click OK.
  7. Start a new session.

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

My Glance Screen Share session suddenly ended

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.

By continuing to use the site, you agree to the use of cookies. Learn More