Starting a remote session with Glance Intuit is a straightforward process when you have a QuickBooks Online or ProConnect Tax Online Intuit agent on the phone. To begin, simply call the remote support department and ask for assistance.
Before starting the session, make sure you have downloaded and installed Glance Intuit. If you haven’t done so already, visit Glance.Intuit.com and click on the “Having Trouble?” link located in the lower left-hand corner of the page. A pop-up box will appear, and you will need to click on the “Click here to start Glance” link in step 3.
Once you have clicked the link, you will be prompted to give your browser permission to open Glance Guest. Simply click on the “Open Glance Protocol Handler” and the application will open as a small square on your screen. You will then see a 5-digit session code, which you should provide to the Intuit agent on the phone.
The agent will use this code to join your remote session, giving them a live view of your screen and the ability to control your mouse, if you choose to give them full remote access.
In the event that you are unable to start the remote session, there are a few common issues that may arise. For example, if the session won’t start, you may need to check your security software’s list of allowed programs to ensure that Glance (or Glance.exe) appears on the list. Most third-party internet security programs are designed to prevent new applications from communicating with the internet. If this is the case, you will usually be prompted the first time you start a Glance session. You should allow Glance to access the internet, and you can try disabling your security software temporarily to see if this resolves the issue.