Did you recently upgrade to Apple's new Lion OSx? Please download our latest Glance for Mac, version 2.5.5. (Otherwise guests may not see your screen.)

Download it here.

Just send us an email or give us a call at 1-888-945-2623. International: +1 781 316 2596.

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

You can cancel at any time.

1. From the Glance home page, click the My Account link in the top-right corner.
2. Log in using the account owner's Glance Address and password.
3. Choose Cancel Subscription(s).
4. Check the box next to the subscription(s) to cancel. They will expire on your next scheduled renewal date. There will be no additional charges.

Please note that prepaid amounts are not refundable.

Sure. Contact us and we will set your subscription to automatically expire on the date of your choice. To restart it later on, just login and click Reactivate my subscription.

A Glance DayPass lets you host as many sessions as you like for a 24-hour period.

First, set up an account with your credit card information. Then, anytime you need to host a session, purchase a DayPass in two simple steps:

1. From your PC or Mac, click G icon near your clock and choose Start Session...
2. Click the Buy DayPass button

• Your credit card will be charged US $9.95 (not 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 DayPass.

Next time you need another DayPass, just start a session. See also DayPass troubleshooting FAQ.

Monthly and yearly subscriptions renew automatically. DayPasses do not.

If you have a yearly subscription, we will notify you several times about its approaching renewal date. You can set it to expire or make other changes. If your plan is mistakenly renewed, please contact us so we can make any appropriate adjustments.

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

(You must log in as an account owner to view invoices.)

1. From the Glance home page, click the My Account link in the top-right corner.
2. Log in using the account owner's Glance Address and password.
3. Choose View Invoices.
4. Click 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 http://glance.net/download
2. Follow the prompts. When asked, enter your subscription's Glance Address and password.

DayPass users: You may see a message saying your DayPass has expired. Don't worry. When you're ready to host your next session, click G > Start Session and the "Buy DayPass" button. Learn more.

Each Glance subscription lets you host one session at a time.

First, change the address in your online account:

1. From the Glance home page, click the My Account link in the top-right corner.
2. Log in using the account owner's Glance Address and password.
3. Click the Profile tab.
4. Enter the new Glance Address and click the Update button.

Then modify the Glance Address on each computer using the subscription:

1. Make sure you are not hosting a session.
2. Single-click the G icon near your clock and choose Settings.
3. In the Account tab, enter your new Glance Address and password.
   Click the OK button if you're on a PC. Just close the window if you're on a Mac.

All Glance passwords are encrypted and cannot be retrieved. Passwords can only be reset by the account owner. You'll need the Glance Address and email associated with the subscription to reset your Glance password.

1. From the Glance Home page, click the My Account link in the top-right corner.
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.
   
   You will be sent an email with a link. Click the link to reset your password.
   
   Then update the password on your computer:

1. Click the G icon near your clock and choose Settings.
2. Select the Account tab.
3. Enter your new password.
   On a PC, click the OK button. On a Mac, just close the Settings window.

1. From the Glance Home page, click the My Account link in the top-right corner.
2. Log in with your Glance Address and password.
3. Click the Profile tab.
4. Enter, then re-enter the new password.
5. Click the Update button.


Then update the password on your computer:

1. Make sure you are not hosting a session.
2. Click the G icon near your clock and choose Settings.
3. Select the Account tab.
4. Enter your new password.
   On a PC, click the OK button. On a Mac, just close the Settings window.

Glance is configured to use an expired trial account. Just configure Glance to use your paid subscription. You'll need your Glance Address and password.

To configure Glance with your new account info:

1. Single-click the G icon near your clock and choose Settings.
2. In the Account tab, enter your new Glance Address and password.
   Click the OK button if you're on a PC. Just close the window if you're on a Mac.

Download the beta version of Glance 2.7. Guests can instantly view your session from any mobile device with a modern browser. They all connect in under a second! No app needed. Learn more.

You can host sessions from any Microsoft Windows (Windows7/Vista/XP/2000) computer or Macintosh (Mac OS X version 10.4.11 "Tiger" or newer, Universal Binary). Download either version at http://glance.net/download.

Guests can join your Glance sessions from nearly any Windows, Mac or Linux computer, often without installing any software, using Internet Explorer, Firefox, Safari, Chrome, or Opera. Learn more.

Check your computer's compatibility at http://glance.net/CanYouGlance.

Glance session hosts do.
If you are hosting a Glance session, you need to install the Glance client on your computer.

• The Glance software is free.
• You can install the Glance client on any PC or Mac in less than a minute.
• You can install and configure Glance with your account information anywhere*: your office, conference room, home office or hotel computer.
  
  *Tip: If you use Glance on someone else's computer, remember to clear your account information when done: Open Glance "Settings", click "Account" tab, and click "Clear".

Anyone who wants to host a Glance session can go to http://glance.net/download to download and install the latest version of Glance.

Glance session guests don't.
Glance session guests who need to view your screen do not need to download any software in advance of the session. When a guest joins your session, they will be prompted to run the Glance (ActiveX) viewer from our server or join with Java (pre-installed on most PCs and all Macs).

Glance session co-presenters do.
With Glance 2.6 for Windows PCs, you can now co-present with your colleagues.

Before the session, all co-presenters should go to http://glance.net/guest and click the "here" link to run the Glance Guest Setup program.

After joining the Glance 2.6 session, a co-presenter will see a "G" icon in his or her system tray just like you have. They click on the G and choose "Show my screen". All guests in the session will see the co-presenter's screen.

Guests whose screen you need to see, will.
When you start a Glance session to view (or view and control) a guest's screen, your guest will be prompted to run the Glance Guest installer from our server. That installs a version of Glance that only runs when the guest joins your session.

To save time, prior to a session to view their screen, you might ask your guests to preinstall Glance.

• PC guests can preinstall here: http://glance.net/guest
• Mac guests can preinstall here: http://glance.net/download

After the session ends, Glance will automatically uninstall itself unless your guest chooses to keep it (so he can join future Glance sessions instantly).

Yes, yes, yes and yes. However, please take note of these issues.

Coherence Mode in Parallels
If you are running Glance from within the Windows environment in Coherence mode, (which runs Windows applications on the Mac desktop) any special Mac functions (like zooming windows) will not work. You'll want to run Glance from the Mac side to use and show all Mac functions alongside Windows functions.

VMWare Protocol
Because of a protocol handler issue, if you have Glance installed on both the Mac and Windows environments and you try to join a Glance session with a link from the Mac, Glance will try to join the session within the Windows environment.

Yes. But our 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.

Yes. You will need to install our free software on each computer you use to host sessions. Guests just use their browser.

This message appears in the Session Status field of the Session Info dialog box when Glance is ready and waiting for a guest to connect to your session. If no one joins your session within the time period, for your security the session will end.

Many background designs are detailed, which creates data that Glance has to transmit. To speed performance, Glance usually turns off your computer's background during the session. The background reappears when your Glance session ends. To keep your desktop background visible during sessions, click the Glance "G" icon, select Settings... click on the Advanced tab and uncheck "Hide desktop background".

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.

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

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

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

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

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

He probably searched for your Glance Address (name.glance.net) with Google or Yahoo! Make sure he instead types your Glance Address into his browser's Address field.

To narrow down the possible problem, see the next few FAQs.

You might also learn more at our 'Can You Glance?' page. Contact Glance Customer Care for assistance.

A network security device is probably interfering with your session. See this FAQ.

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

• If you are on a wireless network, see this FAQ.
• If you are behind a network security device, see this FAQ.
• If you want to check the health of your own network, see this FAQ.

Try the steps in the next FAQ.

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

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

1. Single-click the G icon near your clock and choose Settings.
2. Under the Options tab, enable Always tunnel.
3. Single-click the G and chose Join Session.

If you still cannot join, contact your IT specialist and refer the person to this FAQ about Glance or call Glance Customer Care.

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

1. Use Internet Explorer to download the free Glance ActiveX viewer from http://glance.net/viewer.
2. Then use Internet Explorer to join the session.

If you have a Mac, try an alternate browser, see the next FAQ or contact Glance Customer Care.

Your Mac probably hit a memory allocation bug in Apple's Java software. Quit your browser (Safari, Firefox or Chrome), then Open it again. (This forces Java to restart and resets your browser.)

Then avoid hitting that bug by downloading Glance to your Mac. Its free and only takes a moment. Use it's built-in viewer to join the session by clicking G > Join Session.

• Your viewer might be behind other windows. Look underneath.
• Your viewer may not have opened. Look for a window with the message Thank you for using Glance and click the link that says "If you do not automatically join your session, click here."
• If you are using a Mac, see the previous FAQ.

For any Glance session (including DayPasses), you can have up to 100 guests connected.

For Glance phone conferences, you can have up to 100 participants with a call limit of 3 hours.

The easiest way is to have Glance Always use the same session key:

Setup

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
4. On a PC, click OK. (On a Mac, close the Settings window.)

Create email invitation

1. Start a Glance 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.
   
   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.

When it's time for your meeting...

1. Start a session. Glance uses your preset Session Key.
2. Have your guest(s) click the link in the invitation.
   
   If your session times out before a guest joins, just start a new one.

Tip: To use different keys for meetings, in Settings choose Prompt me to create a key when starting each session. Repeat the steps above. When it's time to start the meeting, tell Glance to use the key you sent in the corresponding invitation.

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 2.6 for Windows PCs. Click here to install Glance 2.6. (Not available today on Glance for Mac.)

Setup

1. Click the G icon near your computer's clock. Choose Settings.
2. Click Options
3. Choose No key
4. Click OK

To join your session...
Guests just browse to your Glance address. They join immediately after entering any contact information you might require.

Now with Glance 2.6, you can switch presenters during a session! Co-presenters just need Glance 2.6 on their PC. They do not need a subscription.

FIRST: Upgrade yourself to version 2.6 here. (PCs only)

NEXT: Before your session starts, have co-presenters (on PCs) visit http://glance.net/guest and click the here link. Have them run the Glance 2.6 guest installer. This is a one-time step.

• Tip: Only those who want to show their screen need Glance software.

START: Start your session. Have everyone join with their favorite web browser.

SHOW! Co-presenters will see a "G" icon appear in their system tray. Any co-presenter can click their "G" icon and choose Show my screen. Everyone now sees that person's screen.

CHANGE: Anyone clicking G > Show my screen becomes the new presenter. A presenter can click G > Hide my screen to stop showing.

STOP: To prevent your guests from showing:

1. Click G > Settings
2. Choose Options
3. Uncheck Allow guests to show their screens
4. Click OK

Requiring guest names is a new feature that can be set in Glance 2.6 for PCs. Click here to get it. If you host from a Mac and you would like to require guest names, please call us at 877-452-6236.

Setup
Once Glance 2.6 is installed...

Click the G icon and choose Settings then click the Options tab.
In the "Joining a Session" section, set the Name dropdown to "Required".
  (You can also set guest Phone and Email field options here.)
Click OK to close the dialog.

Until you change this option, all guests that join a session from this Glance Address will be required to enter their name to join a session.

View
During any session, login to My Account from the Glance home page.

Click the Activity tab and then click your session's Detail link.

• Session Detail lists guests names in the Name column.
• Other information will appear in the appropriate column including an approximate geographic location, based on IP address.
• Refreshing the page updates the list.
• Clicking the download link allows you to export this data to a .csv file.

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!

To show a video, just play it! See the next FAQ for tips about helping your guests hear its sound.

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 Glance might not detect. Please see this FAQ if guests can't see what you're showing.

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.

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

For PC users: ZoomIt
For Mac users: OmniDazzle (see our blog entry here)

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.)

Each Glance subscription lets you start one session at a time from any PC or Mac.

Sure.  Glance lets everyone on the speakerphone see exactly what you're talking about. Fire up the computer's webcam during the session for super-simple videoconferencing.

Glance shows one monitor at a time, leaving other displays private. Your primary or main monitor is shown by default. To show a different screen, from the G icon choose Settings then click the Options tab. Select the one 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.

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 new My Account area. You can:

1. Export session details as a .csv (comma separated value) text file. Import it to any spreadsheet.
2. Choose any time period.
3. Export sessions for one individual or everyone in your group.

First, login to the My Account area:

1. From the Glance home page, click the My Account link in the top-right corner
2. Login using with your Glance Address and password. (Forgot your password? Here's how to reset it.)

To export details for one session:

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.

To export details for multiple sessions or for your entire group:

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.

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.

Glance always does the best it can, given the available bandwidth, processing power and the complexity of the screen being sent. If you find that performance is slow, you might try reducing the resolution of your display or having your guest use Glance's native viewer.

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) from http://glance.net/viewer. 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.

• For guests on PCs: Prior to your session, have PC guests download the free guest version of Glance. – It installs in seconds from http://glance.net/guest.
  
  For guests on Macs: Prior to your session, have Mac guests download Glance for Mac from our download page (http://glance.net/download).
  
  Then have them join your session from their browser. They'll connect instantly using our built-in viewer and see updates as fast as you can send them.


• Use a 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. The bigger your pipe, the faster Glance 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 performance. Check your network's performance at our http://glance.net/CanYouGlance page.


• Lower your screen resolution – Glance 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.

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.

We've used both applications to record our own series of webinars.

A cheaper option that can still do the job fairly well is Ink2Go, which also has annotation features. Free trial 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.

No. We suggest you send files as an e-mail attachment or provide them to your guests on your website. You can reassure your security-conscious session guests that neither person can send any files during a Glance session.

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.

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).

Nope. Glance only uses processing power during a session.

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 domains glance.net and glanceops.net.

Alternatively, apply the rule to these address blocks (updated 21 April 2011):

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.

Yes. Glance works reliably through most NAT routers/firewalls.

Sure. But because dial-up and satellite data speeds are much slower than broadband, guests may not see a change to your screen for many seconds.

Glance uses 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 20 to 30 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.

This new beta version of Glance (version 2.7) is for sessions hosted from Windows PCs. Guests securely connect from virtually any PC, Mac, tablet or smartphone on the market.

Download at http://glance.net/beta. It installs a new G_b icon next to your existing G icon in the system tray. That way you can choose which version to use for each session. Be sure to enable encryption.

(FAQs in the Security section below assume you use an earlier version of Glance.)

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

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

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

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

Only during a session.

No. Glance software only makes outbound connections that you initiate by starting a session.

No. For someone to see your screen, you must manually start a Glance session by clicking the "G" icon. To view your PC screen, a person has to visit your Glance web page and know the Session Key, which changes with each new session.

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

In the new My Account area, a Glance account administrator can now control which features users can access. They 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

Login to the My Account area

1. From the Glance home page, click the My Account link in the top-right corner.
2. Log in using with the Glance Administrator's Glance Address and password. (Forgot your password? Here's how to reset it.)
3. Click the Users tab.
4. In the Privilege 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.

First, set up an account on the Glance Web site. Then buy a DayPass whenever you need one. Here's how:

1. Click the Glance G icon on your computer and choose Start Session...
2. Click the Buy DayPass button.

If the Buy DayPass button in step 2 did not appear, please make sure:

• You are using Glance version 2.5 or higher. Click here to upgrade.
• The credit card on file has not expired.
• Your account is in good standing.
• You do not already have a monthly or annual subscription.

Occasionally Glance guests cannot see imagery from high performance Windows PC graphics applications, like SolidWorks, AutoCAD or Rhino, or video from a Windows DVD player or PDF viewer. They see a black or gray box instead.

If this happens, upgrade to Glance 2.6. Click here to get it. (The release is only for PC users.)

If that does not solve the problem, modify Glance's screen capture method:

1. Click the Glance G icon and choose Settings
2. Click the Advanced tab
3. In the Screen Capture area, uncheck Glance SpeedBoost and Windows. Leave Foreground checked.
4. Click OK

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

If a session ends unexpectedly, then either your network or your guest's network dropped its connection to our service. If you experience session drops with guests from various locations, the problem most likely resides inside your network.

We have found that frequent network drops often can be traced to a weak wireless connection (which can fade or drop) or an inexpensive home office router that shipped with buggy software (like Linksys, D-link, Netgear).

• Make sure you are using the latest Glance software, which continuously monitors your internet connection and immediately attempts to re-establish communication whenever it detects a drop.
  
  
• If you were on a wireless network, 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.
  
  

Windows often tries to hide icons. To make the Glance icon next to the clock always visible:

1. Click Start > All Programs > Glance > Glance to make sure Glance is running.
2. Right-click a blank spot on the Windows Task Bar and choose Properties. The Taskbar and Start Menu Properties dialog box opens.
3. Click Customize... in the lower right corner, which opens another window.
4. Locate the line with the Glance "G" icon, click its entry in the Behavior column, choose Always show and click OK.

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

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

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

See the next few FAQs for ways to resolve these and related issues. Give us a call for help.

Glance works through most network security devices. But some may have a policy that disrupts Glance sessions.

Your session might not connect. Or it might pause or drop unexpectedly — a few seconds or even a few minutes into the session. You might be able to start another session (or your guest might manually reconnect), only to see the new connection fail again in the same manner.

If you or your guest connect through a corporate network and experience any of these symptoms, contact your respective IT department for help resolving the issue.

For best performance, have the IT specialist add a rule that allows outbound TCP/IP connections to destination port 5500 on Glance servers in the domains glance.net and glanceops.net. Alternatively, add the rule to address blocks in this FAQ.

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

PC users

• Click the "G" icon in your system tray and choose Settings.
• Select the Account tab.
• Place your pointer in the large blank space below the "Manage" button.
• While holding down the "Shift" key on your keyboard, double-click your mouse.
• A Network information section appears. Uncheck Secure login.
• Click OK.

Mac users

• Click the "G" icon in the Menu Bar (near your clock) and choose Settings.
• Select the Account tab.
• In the Network information section, uncheck Secure login.
• 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.

Your ISP might be traffic shaping your connection. Try this:

1. Make sure you are not hosting a session.
2. Single-click the G-icon near your clock and choose Settings > Options.
3. Enable Always tunnel and click OK.
4. Start a new session.

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

We have found that a surprising number of inexpensive home office routers shipped in recent years with buggy software. They often work fine for typical web browsing (which mostly downloads data), but intermittently fail when hosting a Glance session (which uploads heavy bursts of data).

If your sessions repeatedly drop (especially if this happens some minutes into a session) and you connect through a home office router, make sure it has the latest software. Check the manufacturer's support page: Linksys, Netgear, D-Link. If there's a newer version, use it! Contact us if you need assistance.

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.

Common products that could interfere with Glance sessions include:

• Norton^TM Internet Security
• Norton^TM Antivirus
• ZoneAlarm^® Internet Security Suite
• Kasperski^® Antivirus
• AVG^TM Anti-Virus
• Google^TM Web Accelerator

Many computers automatically sleep or hibernate if left idle. Hibernating more than a few moments could drop the connection to your Glance session. Call us if you would like help disabling automatic hibernation.

We continuously improve the Glance service. The latest version for the Mac is Glance 2.5. It includes significant speed improvements and a native Glance viewer.

The latest version for the PC is Glance 2.6. Click here to get the latest PC version. New features in Glance 2.6 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. If you have been dismissing these alerts, please upgrade now.

The Internet sends information in discrete packets of data. When operating well, nearly every packet gets delivered. But your connection to a high performance streaming service like Glance could slow to a crawl if more than 1% or 2% of them get lost. Here's a simple way to test your connection.

If you use 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.

If you use 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.

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

Packets can get lost anywhere between your computer and the location you "ping". Typical causes are congestion inside your Internet service provider's network, an unhealthy device in your local network or a poor wireless connection to your computer.

• If you are on wireless, make sure it has a strong signal.
• If you are on a wired connection with a Windows PC, see this FAQ.
• If you are in a home office, reboot your network devices by disconnecting their power for 10 seconds.

If none of those work, contact your ISP's support staff. Say these magic words:

If the person says "Huh?", move up the food chain.

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

The phone conferencing service itself is provided by a Glance partner, Global Conference Partners.

Each Glance user is eligible for a personal Glance phone conferencing account. If you don't have yours yet, just send us an email.

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.

Host as many free Glance phone conferencing calls as you like, one call at a time.

No. Just like Glance sessions, you never need to "schedule" a Glance phone conference call.

Yes. You should be able to dial the US-based Glance phone number from anywhere in the world. You would be charged for a standard international long distance call.

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.

Yes. But the quality of their connections may not be as good as a wired telephone and could disrupt call quality.

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.

During the call, use the phone's keypad to:

Glance phone conferences have three ways to control who can be heard. As the Host, you rotate through the modes by hitting *7.

All conferences start in Conversation mode. Hitting *7 moves it to Q&A mode. Hitting *7 again moves it to Presentation mode. Hitting *7 a third time moves it back to Conversation mode, and so on.

• Conversation mode lets everyone speak freely. Choose it for small groups.
  
  
• Q&A mode mutes everyone who entered with the Guest Passcode. Each guest can un-mute (and again mute) himself or herself by hitting *6 on their telephone keypad. This is handy for larger meetings or if someone's line is noisy.
  
  
• Presentation mode mutes everyone who used the Guest Passcode, but unlike Q&A Mode, they cannot un-mute themselves.  This is best for large events, like webinars.
  
  Start webinars 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.

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.

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.

If a caller cannot connect, his long distance carrier may have blocked the call. Have him try an alternate phone (e.g., his cell phone) or use a calling card.

We want to know! To help us troubleshoot, please email us the following info:

1. What date and time did you dial into the call?
2. What's your time zone?
3. What telephone number did you call from?
4. Who provides your long distance service?
5. What number did you dial?
6. When you connected, did a voice answer "Welcome to Glance audio conferencing"?

Connection problems usually come from misdialing. If the conference was noisy, someone may have had a noisy connection. To mute people's lines, see this FAQ.

Our apologies! Please send us an email. We'll get right back to you.

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