FREQUENTLY ASKED QUESTIONS

 

How can we help you?

  • Sound and image problems


    • I can’t see some of the participants
    • The others can’t see me
    • The others can’t hear me
    • I can’t hear some of the participants
    • I can’t activate my webcam

     

  • Problems regarding access to rooms


    • I am being asked for authorisation to enter
    • I am being asked for authorisation to enter
    • I often lose my connection
    • Network problems
    • The access link doesn’t work for my guests
  • Partager des contenus en ligne

    Problems regarding the central table or content


    • I can’t share my screen
    • A document doesn’t appear, or appears incorrectly
    • A video doesn’t work
    • Other problems

     

  • Online help


    • Technical recommendations
    • How Glowbl works
    • Features of Glowbl spaces

Sound and image problems

Many problems can be fixed by reloading your browser page (F5 button on your keyboard). You will then return to the Glowbl space on the main table.

I can't see some of the participants Open/close the content

Can other people see these participants?

If so: the problem comes from my side. Check all the technical recommendations in this FAQ, particularly those relating to the network.

If not: contact the person in question and ask them to consult the FAQ (in “the others can’t see me” section).

I can't hear some of the participants Open/close the content

Can other people hear these participants?

If so: the problem comes from my side.
Check that the sound on your computer works (by watching a YouTube video, for example). If you can’t hear YouTube, check your connections, computer volume setting, headset settings, etc.
Then check all the technical recommendations in this FAQ, particularly those relating to the network.

If not: contact the person in question, via the chat function in your Glowbl space for example, and ask them to consult the FAQ (in “the others can’t hear me” section).

The others can't see me Open/close the content

If so: contact the person in question and ask them to consult the FAQ (in “I can’t see some of the participants” section).

If not: the problem comes from my side. Check all the technical recommendations in this FAQ, particularly those relating to the network and browser and system configuration.
Check that your computer has a camera in working order. Check that all the other systems or services using the webcam are all deactivated and shut down (Skype, for example).

I can't activate my webcam Open/close the content

Check that your computer has a camera that is connected correctly and in good working order. Check that all the other systems or services using the webcam are all deactivated and shut down (Skype, for example). Check the technical recommendations in this online help, particularly those relating to the network and browser and system configuration.

The others can't hear me Open/close the content

Can anyone in the group hear you?

If so: contact the person in question and ask them to consult the FAQ (in “I can’t hear some of the participants” section).

If not: the problem comes from my side. Check all the technical recommendations in this FAQ, particularly those relating to the network.
Check that your headset is connected correctly and that your microphone is not on silent, both on your headset controls and on your computer keyboard.
In the menu in the top right-hand corner of your screen (three vertical dots), follow the guide on setting up your microphone and headset.
Check that all the other systems or services using the microphone are all deactivated and shut down (Skype, for example).

Problems regarding access to rooms

Many problems can be fixed by reloading your browser page (F5 button on your keyboard). You will then return to the Glowbl space on the main table.

I am being asked for authorisation to enter Open/close the content

Check that you used the right access link (see section on how Glowbl works / access to your space). Contact the administrator of your space.

If you are using a link without a key, your access request can only be accepted by the room administrator(s).

The Glowbl page is blank Open/close the content

If the problem persists even after reloading your web page, then your computer network blocks “web sockets”. You need to contact your administrator.

I often lose my connection:

Check that you are close to your box or choose a wired connection, close all the windows and activities that may be using data on your network (YouTube, Netflix, television, other browser tabs, downloads)

Network problems Open/close the content

Consult the section on firewalls, VPNs and company networks.

The access link doesn't work for my guests Open/close the content

Short link: knock on the door

If you received your link by email, copy and paste the link, making sure not to add or miss out any characters (this is better than clicking on the link

Problems regarding the central table or content

You need to have certain rights to be able to handle content displayed on the table (see section on how Glowbl works / managing rights).

Many problems can be fixed by reloading your browser page (F5 button on your keyboard). You will then return to the Glowbl space on the main table.

I can't share my screen Open/close the content

Check the “technical recommendations” section in this FAQ, particularly those relating to the network.  Note that Safari on Macs does not allow screen sharing.

A document doesn't appear, or appears incorrectly Open/close the content

Check the “technical recommendations” section in this FAQ, particularly those relating to the network.

If you are the owner, check that you didn’t delete the document from your personal library (in which case it will be deleted from all your spaces).

The format of my file isn’t recognised:

Your file size exceeds the 50 Mo maximum. We recommend you use small files for optimum results.

Or your type of file is not supported by Glowbl.

A video doesn't work Open/close the content

Check the “technical recommendations” section in this FAQ, particularly those relating to the network.

For YouTube: your video is not (or no longer) public. Your company network does not authorise YouTube. Some participants may have trouble viewing YouTube while others have no problem, depending on their company network and rights on that network.

For the video player: your video must be hosted online on a secure “https” link. Check the details of your link. The player supports mp4, hls, m3u8 files.

Other problems Open/close the content

I can’t see all the table buttons. The buttons appear when you move your mouse over the table.

I don’t have the rights (see section on how Glowbl works / managing rights) or I didn’t zoom in enough (see section on how Glowbl works / display modes).

I can’t download a document available on the table: I don’t have the rights.

ONLINE HELP

 

Our tips for getting the most out of Glowbl

Technical recommendations

General advice

If your system is too slow or is having problems, try accessing Glowbl from a private browser window or reboot your computer and close any applications you aren’t using.

 

Your internet connection

It is preferable to access your Internet box directly using a wired connection. If you connect via WiFi, stay close to your Internet box.

Test your bandwidth here.

Check first that you have logged out of all other services requiring bandwidth on your access network (television box, YouTube, other browser tabs, other computers, etc.)

You need Download > 3 Mbps and Upload > 1 Mbps available to use Glowbl. Less than this, or irregular bandwidth, can cause problems with your display, sound quality, or even service interruptions.

If your bandwidth is low and you are having problems:

  • Switch off your webcam and ask the other participants to do the same,
  • Check that the other applications on your terminal are switched off or not using bandwidth (YouTube, Netflix, downloads, etc.),
  • Avoid using screen share and share documents instead.

 

Firewalls, VPNs and company networks

Some browsers cannot connect via strict networks/firewalls.

If you encounter this problem, try using a different browser.

Firefox does not currently allow connections through very strict firewalls.

If you are on a company network, try to ensure that all participants use Chrome or Edge Chromium.

Then contact your network administrator and indicate the following technical details:

  • Check that the firewall configuration authorises TCP/TLS connections on port 443 and, if possible, UDP/DTLS traffic,
  • We recommend direct outgoing traffic rather than sent by a proxy. Nevertheless, TCP connections can be set up as tunnelling with the method HTTP-CONNECT on port 443,
  • We recommend adding Glowbl domains to the whitelist (*.glowbl.com) because the proxy’s authentication parameters are not always transmitted properly by the browser.

Recommended browsers

Optimum: Chrome, Edge (Chromium)

Supported: Firefox, Safari (except screen share from your computer, limited by Safari)

Not supported: Internet Explorer, Edge (old versions)

 

Browser and system configuration (Mac or PC)

Safari, Firefox and Chrome may request configuration to activate your webcam or microphone.

When you activate your webcam to take a photo or for a video conference, the browser asks you for authorisation to use the camera.

This is shown by a small authorisation window at the top of your page. You must accept this authorisation to be able to access your camera.

If you refused authorisation the first time by mistake, the browser will no longer ask you for authorisation.

You will therefore have to authorise manually. To do that, click on the camera (or padlock) icon in your browser address bar to change authorisation from “Block” to “Authorise”.

Then reload the page so that the browser takes the new setting into account.

Example of Chrome (Mac ou PC) configuration:

Example of Firefox (Mac or PC) configuration:

Mac settings:

To be able to access devices when using Chrome or Firefox, you will have to make some adjustments on your Mac. 

If you use Safari, simply click on “Authorise” when you activate your webcam, for example. 

Procedure for changing your access settings:  

In “System Preferences”, click on “Security & Privacy”

Then tick “Chrome” in the “Camera”, “Microphone” and “Screen Recording” tabs

Compatible equipment

  • Optimum: PC and Mac

You can log in as a guest or as a subscriber if you have a Glowbl user account. See the section “Manage your Glowbl account”.

  • Supported: Telephones and tablets

These devices enable you to access Glowbl spaces as a participant but not as a presenter.

N.B. display and battery use on these devices are not ideal if you log in with your browser.

For a better user experience, you will shortly be able to download the Glowbl app from the Android or iOS (Apple) App store. You must first have created a user account on www.glowbl.com (See the section “Manage your Glowbl account”). 

Microphone and webcam

It is better to use a headset with built-in microphone to prevent interference for the other participants.

If you don’t have one, make sure you deactivate your microphone when you are not speaking.

 

Installing your equipment

The first time you use your webcam and microphone in Glowbl, your browser opens a pop-up window.

Click on “Authorise” to allow Glowbl to function.

How Glowbl works

A step-by-step tutorial on Glowbl spaces is available by clicking on the icon “?” in the bottom left-hand corner of your screen.  Please follow it in full. The tutorial adapts to fit your different roles in the spaces (Administrator, Presenter or Participant).

 

Different types of spaces

Your rights depend on your status in each space (Administrator, Presenter or Participant) and on the type of Glowbl space you have (virtual classroom, open space, meeting). 

To have Administrator and/or Presenter rights, you must subscribe and have a Glowbl account.

Special case: if you log in using your Learning Management System, your status will be the one given to you by the LMS. Your LMS usually gives you both Administrator and Presenter rights, or Participant rights.

Different types of licences and configurations

  • Individual licences are linked to your Glowbl account email. Presenter and Administrator rights are attributed exclusively to this email. You can invite other people and let them speak and handle content so they can present alongside you.
  • Space (room) licences: the main Administrator can appoint as many Administrators and Presenters as necessary.
  • “Organisation” / company licences: consult the person in charge of your Glowbl spaces for details of your configuration. Your organisation usually includes several types of space (see “Types of space”).

Access to your space

Access using my email or as a guest?

If you have created a Glowbl account or would like to create one, choose “Log in or create an account”. 

This mode of access will enable you to:

  • enjoy Administrator or Presenter rights (if they have been attributed to you in the relevant space),
  • have your profile data, including your photo, automatically entered in to your digital business card,
  • find your documents in your personal library (list of documents appears when you click on the white cross on a blue background icon, which loads documents on to the table, then choose Documents).

If you don’t have an account and just want to enter as a guest, choose “Direct and temporary access”.

Access using a link with key

Anybody with this link can enter the room directly. Creation of a new link renders the previous one invalid. The link can be obtained or modified exclusively by the space Administrator, by clicking on the icon to the right of the room name. The link can be copied into a calendar, email or LMS.

Access from a URL

The URL that appears in your browser address bar does not contain the key to enter the space. People who use this URL therefore have to knock to enter the room for the first time (*).
The Administrator in the room can then authorise or refuse the person’s entry.
When you copy the URL, for example to log in from another browser or to send it to someone else, remember that the URL does not contain the key. Make sure you provide the link with the access key if you want to make it easier to access your spaces.

Important notice (*): all participants who have already accessed the space feature in the list of participants (menu Participants/Administration/Participants). They can enter the room without knocking.

To block access to any of these people, you have to remove them from the list.

To only authorise access to a space to a particular list of guests, all you need to do is:

  • send them the URL,
  • ask them to create a Glowbl user account,
  • enter the guests’ email addresses in Participants/Administration/Participants.

These guests can then enter the space using the URL without needing to knock.

Administration and management of rights

Management of participantsclick on Participants in the bottom right-hand corner of your screen. You will see a list of the people present at the table you are on. Also, if you are the Administrator, click on Administration at the top of the sidebar that appears.

You can view the Participants who have already accessed your space, and remove and/or add people (see access link). 

You can change the room’s access link. The people featured in the list of participants will always have access to your space. To take away their access rights, you have to remove them from this list AND change the link.

If your licence allows it, you can appoint other Administrators or Presenters in the space:

  • by choosing people present in the room,
  • by indicating their email addresses. In this case, the chosen person(s) must create a Glowbl account, then enter the room as a subscriber using the same email address and accept the rights you have attributed them.

My profile in Glowbl spaces

You can access your profile in the top right-hand corner of your screen, Manage my account/edit my profile.

Remember to complete your digital business card so that the other participants can get to know you better.

Once you have completed your profile log out, then log back in again so that any changes/additions are taken into account.

We recommend you create a profile on www.glowbl.com to save your photo and digital business card.

Features of Glowbl spaces

A step-by-step tutorial on Glowbl spaces is available by clicking on the icon “?” in the bottom left-hand corner of your screen.  Please follow it in full. The tutorial adapts to fit your different roles in the spaces (Administrator, Presenter or Participant).

Display modes

  • Default mode: you are represented by a bubble and you can move around the table and throughout the entire space.
    You are always welcomed at the space’s central table.

You can expand the table or step back from it (+/- buttons in the bottom right-hand corner of your screen)

  • Full screen mode: (square button to the left of “Participants” in the bottom right-hand corner of your screen). You display the table’s content in full screen mode. You can return to the previous mode by pressing Escape.
  • Intermediary mode: your cameras are displayed on the left and the table is expanded.

Handling contents

Any adjustments to content, if you have the necessary rights, can be seen by everyone.

Make sure your table is displayed in a sufficiently large format (+ buttons in the bottom right-hand corner of your screen)

Then hover over the table and contextual toolbars will appear above and below the table.

Then you can enlarge content, point at content, change page in a document, load a document (white cross on a blue background in the top left-hand corner of the table).

You choose whether you load documents or a YouTube link, start a collaborative note, share your screen, insert a link to a video or recording)

Screen sharing:

when you share your screen, your browser may offer you several share modes (total screen, an application window, or browser tab).

In this case, select and confirm your choice.

On a Mac, please follow the “Browser and system configuration” instructions in the technical recommendations to activate screen sharing.

Chrome

Firefox

Safari

Chat and discussions

Live chat

  • It is transitory: messages are transient and disappear as soon as you close or refresh the Glowbl web page.
  • It is local: you can chat with the people present at your table.
  • It is public: all participants present at the table see the messages.

Private chat

It is conditional: only available if the presenter chooses to activate it. It is private: only the person(s) with whom you have entered into a private discussion can see your messages and reply.

Megaphone (Presenter only)

The presenter can send a general textual message to all participants even if they are at different tables. The participants can reply by joining the presenter’s table and entering into a private chat. 

Video recordings (available at table level in some spaces)

Only Administrators can start and retrieve recordings, on the condition that their space has this function (see types of space). You can retrieve recordings from your dashboard. The link to a recording can be played in a player or copied as a video resource in the list of documents filed at a table. You can also download the recording as a MPEG4.

Surveys / Polling

You can create a survey if you are the space Presenter. To save one as a model, you need to have a Glowbl account. Your saved surveys are then available in all the spaces in which you have Presenter rights.

Learving the room

The easiest way is to close the Glowbl web page. You can also close your profile (icon in the top right-hand corner of your page) but you will need to log back in to go back into the room.

USER GUIDE

Resources are also available if your question relates to features

Contact the support team

 

You have been through the Frequently Asked Question and the online help. You watched our video tutorials but you couldn’t solve your problem.

In this case, please get in touch with our team.

 

Contact support