03-07-2017 05:40 PM
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  1. jvanlew's Avatar
    I'm not sure when this happened but glance screen on my 950 XL doesn't work anymore. I don't have any screen protection on the phone screen. When I turn the screen off, no glance comes up at all. I can only get it to show up for a split second when I block the proximity sensor for 10 seconds or so and then unblock it. I've tried hard resetting, Windows Device Recovery, and soft resets thinking that it may be a software or a recent firmware update but nothing fixes it. The proximity sensor works fine when I place a phone call.

    Is anyone else having this problem?
    Vince Pongor and Sagar Barua like this.
    01-10-2016 11:42 PM
  2. Vince Pongor's Avatar
    I have the exact same problem. I hard reseted the device today, but nothing changed.
    01-12-2016 11:46 AM
  3. Ronald Melia's Avatar
    Yes, particularly after this recent update, nothing on it whatsoever
    02-19-2016 07:06 AM
  4. Joe920's Avatar
    Not sure if this is related, but yesterday I briefly saw glance when I took my 950XL off the wireless charger, then it turned off and the phone had crashed / was stuck with a black screen. Glance still worked after a hard reset.

    This morning I had a system notification "Update glance" with the settings icon. I tapped it, and it brought me to the glance screen settings, but no hints on what to do next. I checked the store, but no updates available. Weird!

    At the bottom of the glance settings screen it says App 4.1.0.151, Svc 4.1.12.4 (gray font, very last line of the screen).
    02-19-2016 08:02 AM
  5. DreadVenom's Avatar
    I'm not sure when this happened but glance screen on my 950 XL doesn't work anymore. I don't have any screen protection on the phone screen. When I turn the screen off, no glance comes up at all. I can only get it to show up for a split second when I block the proximity sensor for 10 seconds or so and then unblock it. I've tried hard resetting, Windows Device Recovery, and soft resets thinking that it may be a software or a recent firmware update but nothing fixes it. The proximity sensor works fine when I place a phone call.

    Is anyone else having this problem?
    I have exactly the same issue. Mine didn't immediately stopped but slowly died and now after todays update that I wished fixed it, its completely broken. For me it all started after the FW update, Glance screen would barely be visible and I could see flickers of the screen trying to illuminate. I have booked the device for repairs and was planning to send it off today but as I see that there are others with this issue, im now inclined to wait to see if there is a fix. I have literally done exactly as you described above to resolve the issue and came away with the same results.
    02-19-2016 08:30 AM
  6. Krystianpants's Avatar
    I tested glance for the first time after todays update and it works great on my 950xl. Try a soft reset.
    02-19-2016 11:21 AM
  7. windobuddies625's Avatar
    What was new in this update for glance screen?
    02-19-2016 11:35 AM
  8. DreadVenom's Avatar
    I tested glance for the first time after todays update and it works great on my 950xl. Try a soft reset.
    Thanks, that at least returned my glance screen but the screen still doesn't illuminate. Off for repairs I guess.
    02-19-2016 12:06 PM
  9. Krystianpants's Avatar
    Thanks, that at least returned my glance screen but the screen still doesn't illuminate. Off for repairs I guess.
    Have you tried setting it to always and then restart? Remove background photo just in case .
    02-19-2016 01:12 PM
  10. DreadVenom's Avatar
    Have you tried setting it to always and then restart? Remove background photo just in case .
    Sorry, didn't work. Tried both reg restart and soft reset. Something definitely f'd with this update. First office and now glance, MS is killing me...
    Sagar Barua likes this.
    02-19-2016 03:55 PM
  11. Krystianpants's Avatar
    Sorry, didn't work. Tried both reg restart and soft reset. Something definitely f'd with this update. First office and now glance, MS is killing me...
    Did you do a restore after the hard reset? Sometimes that's what messes things up. Sounds odd but you may be moving something over that was causing issues that got backed up.

    Can't say for sure, but the fact that it works for most people and only some are having trouble shows something is off on the unit. Definitely not hardware as this is all software driven. Sensors shouldn't matter if you have it set to always on.
    02-19-2016 05:23 PM
  12. DreadVenom's Avatar
    Did you do a restore after the hard reset? Sometimes that's what messes things up. Sounds odd but you may be moving something over that was causing issues that got backed up.

    Can't say for sure, but the fact that it works for most people and only some are having trouble shows something is off on the unit. Definitely not hardware as this is all software driven. Sensors shouldn't matter if you have it set to always on.
    Ill give that a try, I have lost all data already so I guess that this wouldn't hurt to have one last try. Thanks for the info. Ill update afterwards.
    02-20-2016 05:58 AM
  13. prjkthack's Avatar
    Glance is not working at all or is glance incredibly dim? Either way this may or may not be connected.

    I had this issue a few weeks ago. Glance screen would be very dim, barely visible. If I held the proximity sensor down, I could see it clearly for a split second when it activated then it went dim again.

    There is a post on the Microsoft Answers forum with people having the same issue, and they simply had to get replacements, which is exactly what I did. Went back to the MS Store, and got a replacement. I'm not sure what made it happen, and any soft resets or hard resets would not fix it.
    02-20-2016 09:32 AM
  14. Corwin_Amber1's Avatar
    Ooops. After the recent update it also became incredibly dim here. Good that I only tested it and do not really rely on it.
    02-20-2016 12:31 PM
  15. DreadVenom's Avatar
    Glance is not working at all or is glance incredibly dim? Either way this may or may not be connected.

    I had this issue a few weeks ago. Glance screen would be very dim, barely visible. If I held the proximity sensor down, I could see it clearly for a split second when it activated then it went dim again.

    There is a post on the Microsoft Answers forum with people having the same issue, and they simply had to get replacements, which is exactly what I did. Went back to the MS Store, and got a replacement. I'm not sure what made it happen, and any soft resets or hard resets would not fix it.
    Thank you very much for this post. I have been driving myself nuts. I have done so many hard resets and soft resets. Loaded my phone without backups or signing in but this issue still persisted. For me it happened after the FW update. At least now I can send the device to Hungary for repairs. Currently there isn't a MS store in the UK I know of so I guess it's weeks of waiting for me. Can you provide link for MS Answers post?.
    02-20-2016 02:36 PM
  16. prjkthack's Avatar
    Thank you very much for this post. I have been driving myself nuts. I have done so many hard resets and soft resets. Loaded my phone without backups or signing in but this issue still persisted. For me it happened after the FW update. At least now I can send the device to Hungary for repairs. Currently there isn't a MS store in the UK I know of so I guess it's weeks of waiting for me. Can you provide link for MS Answers post?.
    http://answers.microsoft.com/en-us/m...b-df62c273c873

    That's the post. The post mentions another post in German with the same issues. I can't read German of course so I don't know what it says, but someone else basically says they got replacements. There is also a reply on that post with someone from Hungary as well.
    02-20-2016 10:44 PM
  17. Vince Pongor's Avatar
    I got the same glance screen update as mentioned above today, but nothing changed.
    02-21-2016 04:17 AM
  18. DreadVenom's Avatar
    http://answers.microsoft.com/en-us/m...b-df62c273c873

    That's the post. The post mentions another post in German with the same issues. I can't read German of course so I don't know what it says, but someone else basically says they got replacements. There is also a reply on that post with someone from Hungary as well.
    Thanks again. I did some quick test to confirm the issue was HW and not SW by holding my finger over the proximity sensor while the device is supposed to be in glance mode. On my device the screen is very dim so while doing the above action it would turn the screen of completely but as soon as I stopped covering the proximity sensor, the glance screen would burst into life as normal but only for a split second, then return to either being very dim or not visible at all. I took some pics to show comparison between my 1020 both running the latest update to glance app.

    Also, after reading that MSA site, ill be sending pics along with device to repairs in Hungary.
    02-21-2016 05:27 AM
  19. prjkthack's Avatar
    Thanks again. I did some quick test to confirm the issue was HW and not SW by holding my finger over the proximity sensor while the device is supposed to be in glance mode. On my device the screen is very dim so while doing the above action it would turn the screen of completely but as soon as I stopped covering the proximity sensor, the glance screen would burst into life as normal but only for a split second, then return to either being very dim or not visible at all. I took some pics to show comparison between my 1020 both running the latest update to glance app.

    Also, after reading that MSA site, ill be sending pics along with device to repairs in Hungary.
    I can't figure out if its hardware or software. I mean, if it were hardware and the screen was not functioning properly, I would think that it would also not function normally when its on, but the screen looks and appears to be just fine through normal operation. If it were the light sensor, then you would think the auto screen dimming would also not work properly, but that appeared to be working fine as well. If it were an update, or an Insider build, then you think you could fix it with a hard reset or with the WDRT, but Glance hadn't had any updates on the 950 XL until just a few days ago, and a hard reset does nothing.

    The fact that it does operate normally for a split second and then immediately dim makes me think its either a software glitch or the light sensor, but just can't be sure. Not enough people with the same issue to replicate or for MS to say anything. At least my local MS Store was kind enough to just replace it.
    02-21-2016 11:24 AM
  20. DreadVenom's Avatar
    I can't figure out if its hardware or software. I mean, if it were hardware and the screen was not functioning properly, I would think that it would also not function normally when its on, but the screen looks and appears to be just fine through normal operation. If it were the light sensor, then you would think the auto screen dimming would also not work properly, but that appeared to be working fine as well. If it were an update, or an Insider build, then you think you could fix it with a hard reset or with the WDRT, but Glance hadn't had any updates on the 950 XL until just a few days ago, and a hard reset does nothing.

    The fact that it does operate normally for a split second and then immediately dim makes me think its either a software glitch or the light sensor, but just can't be sure. Not enough people with the same issue to replicate or for MS to say anything. At least my local MS Store was kind enough to just replace it.
    I agree with all you have said and its quite annoying that its so hard to pin down the root issue. Luckily for you, you have an ms store to get it replaced, I unfortunately don't have that option.

    Edited with links to images and vid...
    https://onedrive.live.com/redir?resi...nt=photo%2cjpg

    https://onedrive.live.com/redir?resi...nt=photo%2cjpg

    https://onedrive.live.com/redir?resi...nt=photo%2cjpg

    Vid:
    https://onedrive.live.com/redir?resi...nt=video%2cmp4
    Last edited by DreadVenom; 02-22-2016 at 09:07 PM.
    02-22-2016 04:47 AM
  21. jvanlew's Avatar
    So I finally made it into my local Microsoft Store and they exchanged the phone for a new one. The glance screen on this device is working fine. Problem solved, for now. FWIW, I did purchase Microsoft Complete when I bought the phone from that store originally so maybe that helped persuade them to do a straight exchange.
    03-03-2016 12:42 PM
  22. DreadVenom's Avatar
    Good news. I received my device from Hungary yesterday and the job sheet states that they changed the complete display assembly. I think it's not SW or FW but definitely HW. All is working as expected.
    wim klei likes this.
    03-03-2016 12:54 PM
  23. Ruined's Avatar
    I am experiencing this same issue after a hard reset due to Cortana constantly crashing. Glance works very briefly then dims that you cannot see it anymore. Tried soft reset, hard reset, recovery tool - no success. Guess I will go exchange my phone, its less than a month old.
    05-31-2016 11:24 AM
  24. Corwin_Amber1's Avatar
    I initiated an exchange due to this now as well - will get the new one tomorrow.
    06-01-2016 06:11 AM
  25. Nate E2C's Avatar
    SOLVED! This was originally posted on another forum by g3r70ar:
    --> "The issue in which not work GLANCE SCREEN, was caused by the TEMPERED GLASS
    Only by removing the tempered glass, the problem was fixed. It was not a software or hardware problem.
    The tempered glass, interfered with the proximity sensor, causing malfunction of Glance.
    **Note. The problem started its occurrence, after two months of placing the tempered glass.

    I hope this experience will be useful to other users.

    Best regards,
    g" <--

    I took g's advice and found it to be absolutely correct. I have both a Lumia 950 and 950 XL. Both phones have this issue, and both phones were fixed by peeling off the tempered glass. I have NO IDEA why this effect happens, as the tempered glass does not cover the IR sensor, camera or speaker. In fact, I experimented with this a bit, and I could make Glance turn on and off merely by hovering the tempered glass about 1/4" (0.5cm) above the screen.

    For the life of me I can't figure out why this is. Maybe this is some subtle function of the glass itself, so that Glance turns off when its in one's pocket? That's just a guess, but the tempered glass so far does not appear to affect any other function on the phone whatsoever.

    Personally, I'd rather lose Glance than lose the protection a tempered glass screen cover provides my investment. Ideally, Microsoft will find a fix for this.

    - Nate
    06-21-2016 10:24 AM
32 12

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