Skip to main content

Get 50% OFF QuickBooks for 3 months*

Buy now
Switch to QuickBooks and 70% off for 3 Months
Talk to Sales: 877-683-3280
Hours
Mon - Fri, 5am - 6pm PST
Sat - Sun, 7am - 4pm PST
Product support & help
Need help signing in?
V
VassiliTN
March 19, 2022
Solved

Is something wrong with Glance?

  • March 19, 2022
  • 2 replies
  • 7 views

I needed to call QB support today, couldn't get Glance to work, so they insisted we're having a network problem.

 

However, I tried it on multiple PCs and 2 physically separate offices and they are all doing the same thing - Glance guest 4.17 downloads and installs, then nothing happens. I can find it under program files, but if I try to just run it or run as administrator nothing happens. Nothing in the task manager, nothing logged in the application log, as if it didn't really happen. 

 

Is it some Windows update? Or should I try a different version of Glance guest? Appreciate any help

Best answer by VassiliTN

Hi there, @VassiliTN. I'm here to provide additional information about your concern.

 

Currently, the available version of QuickBooks Tool Hub that you can download is 1.5.0.0. To help you in downloading a different version, I'd suggest reaching out to our Technical Support team. They can also provide you with a different way so you'll be able to perform the remote session. 

 

You may also want to visit our QuickBooks Help page to look for articles that can serve as your guide and reference in doing QuickBooks tasks.

 

Please drop a comment below if you have any other concerns about downloading QuickBooks Tool Hub. I'm just a post away to help. Have a good one. 


I got it to work, so I am going to mark this as resolved. Still not sure what all is going on

 

Basically downloaded glance guest exe version 4.17.1 doesn't work. I looked through some clients downloads folder and found that it has been on that version for quite a long time, so I know it used to work. But I literally tried it on about 20 different computers, 4 physical locations, Windows 10, 8, 7. Also completely formatted one PC and did a fresh Windows 10 installation - all do exactly the same thing, which is nothing at all.

 

Now, when I explained this to a support agent today he showed me a different way to do this. If you do screen sharing from QB desktop on the web page where you download Glance there is a troubleshooting link. If you click on that there is an option to start Glance directly from inside the web browser and that does work! So in case anybody else has the same problem that's the solution. Once I was able to get him in and showed him the problem he was able to provide an answer.

 

I do appreciate everyone here taking the effort to try to help me. Thank you

2 replies

JessT
JessTModerator
Moderator
March 19, 2022

Thank you for sharing this with us, VassiliTN.

 

After checking, I couldn't see any open ticket about an issue with Glance. If the agent didn't mention that this will be investigated further, please contact them again so they can take this to another level. I have limited access from here and we don't use that tool in the Community either.

 

I'm just around if you have other questions.

V
VassiliTNAuthor
March 19, 2022

Thank you for checking into it!

 

I guess I am out of luck. I just tried it on a few more PCs, at home found and fired up an old Windows 7 PC - they all do exactly the same thing. 

 

The version of Glance Guest that doesn't work is 4.17. Looking around I see there used to be a version 4.16, but can't find it anywhere, do you know where I may be able to download it?

JasroV
JasroV
Level 8
March 19, 2022

I appreciate you providing us with some updates. Vassili.

 

I'll make sure you get the proper assistance so you can use Glance.

 

Before we begin, could you please tell me about the specific problem you're having with QuickBooks Desktop (QBDT)? This way, I'll be able to provide you with the best solution.

 

If you still wish to get in touch with our support team and use Glance, I recommend using the SmartLook feature. This allows you to share your screen with them and interact with them more.  I'll show you how.
 

  1. Download and run the QuickBooks Tools Hub.
  2. Select the Help & Support tab.
  3. Click SmartLook Session.
  4. A pop-up window with the 5-digit connection code appears, and share it with the agent during the call.

 

You can also check this link for more details about this: Use SmartLook to share your screen with support agents.

 

Furthermore, you can always visit our QuickBooks Support page for your reference. You can read some of our articles there that will help you in your future endeavors. 

 

I'll be available if you have any additional questions about Glance or your QBDT. Just lay out the details in your reply, and I'll take care of the rest. Have a wonderful weekend!

S
Sylvie23
July 13, 2023

Je ne peux pas me connecter 

Voici le message 

An error has occurred, please try again or contact Glance Customer Care.

C
Candice14
Level 8
July 13, 2023

Greetings, @Sylvie23. 

 

Thanks for chiming in on this thread. 

 

To clarify, are you from France or Canada?

 

This will help us narrow down to the right solution for your business. I'll be waiting for your response! 

Need QuickBooks guidance?
Log in to access expert advice and community support instantly.
Terms & ConditionsAccessibility statement