❓Common Troubleshooting Issues

Being at the cutting edge of technology isn't always easy, luckily you're not alone! We've put together this guide here to help you if you hit any stumbling blocks on your path to the future.

Status LED Key

The Looking Glass Go has a status LED on the side of the device near the power button. The status LED is helpful to determine what state the Looking Glass is in if you're running into issues.

Color	Status
⚪️ Solid White	Looking Glass Go is running in Standalone Mode.
⚪️ Breathing White	Looking Glass Go is in standby, ready to be used in Standalone Mode.
🔵 Solid Blue	Looking Glass Go is running in Desktop Mode.
🔵 Breathing Blue	Looking Glass Go is in standby, ready to be used in Desktop Mode.
🟣 Breathing Purple	Updating Firmware
🟢 Blinking Green	Connected to WiFi in Standalone Mode.
🟡 Blinking Yellow	Insufficient power to switch to Standalone Mode from Desktop Mode. To troubleshoot, disconnect from power and and reconnect cables.
🔴 Blinking Red	Insufficient power for Standalone Mode.

Entering Standalone Mode

To enter Standalone Mode, ensure that your Looking Glass Go is connected to a power source via USB-C either using the included power adapter or to a computer with USB-C Alt Mode.

USB-A to USB-C cables will not work with the Looking Glass Go. You should use the included USB-C Cable that comes with the Go.

Once you've checked to confirm your USB-C cable is properly connected on both ends, take a look at the status LED on the side of the Looking Glass. If it's connected to power properly you should see the LED breathing white. If this is the case, awesome! Tap the power button on the Looking Glass and you should see the device boot up into Standalone Mode and display your holograms.

If the Looking Glass boots up but doesn't show any holograms, check the status LED to see if it's running in Standalone Mode properly. Once it's booted up the LED should be solid white.

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Entering Desktop Mode

To enter Desktop Mode connect the included USB-C Cables to your computer's USB-C Port. If your computer does support USB-C Alt Mode, you will need to utilize a HDMI ↔ USB-C Adapter.

Once you are connected, download the latest version of Looking Glass Bridge.

To ensure that your Looking Glass and related software are working properly, try the web test below.

If successful, your display should show a test image of the Looking Glass logo on your Go. To close this image, move your mouse over and click anywhere on the image. The image should appear 3D.

If the image doesn't appear, or you get an error, ensure that the latest version of Looking Glass Bridge is installed and that your USB-C cable is properly plugged in.

Frequently Asked Questions

I can't see my Go in the mobile app

Check to ensure that your Looking Glass Go is on Standalone Mode (LED should be white ⚪) and not Desktop Mode.

This is an easy mistake to make if you are powering your Looking Glass Go with your computer and not with the wall adapter. To switch modes, simply double tap the power button or disconnect to your computer and plug in using the included power adapater.

I can't connect to Bluetooth

Double check that your Bluetooth connection is on and ready to pair with new devices.

Starting in iOS 13, a user must give permission to the app in order for it to use Bluetooth functionality. If you see a prompt that asks you to allow our app to use Bluetooth, tap OK to allow Bluetooth access.

I can't connect to my WiFi network

There are a few reasons why this might be the case. First, ensure that you are connected to a 2.4GHz network. Most networks are 2.4GHz unless otherwise stated. Second, ensure that you are close to a WiFi connection.

Second, the WiFi module on the Looking Glass Go is not as strong as some of your other devices (like phones) so get as close as you can to your signal when connecting.

Third, the Looking Glass Go can only connect to broadcast SSIDs. It will not be able to connect to hidden networks. Ensure that your router is set to broadcast the SSID.

If you still have issues connecting to your home WiFi network, try with your personal hotspot. If you are using an iPhone, make sure you have "Maximize Compatibility" turned on.

If you are still having issues after following these steps, contact us with your serial # that can be found at the bottom of your Looking Glass Go.

How can I check whether my network is 2.4GHz or 5GHz?

To ensure a smooth connection process, you'll need to verify that you're connecting to a 2.4GHz network. Here's a simple guide to help you check:

1. Check your router settings: Many routers use different names for 2.4GHz and 5GHz networks. Look for network names ending in "2G" or "2.4GHz".

2. Use your smartphone:

   • On Android: Go to Settings > Network & Internet > WiFi > Select your network > View network details. Look for "Frequency" or "Band".

   • On iOS: You'll need to use a third-party app like "Airport Utility" or "WiFi Analyzer" to check the band.

3. Use a computer:

   • On Windows: Right-click the WiFi icon > Open Network and Internet settings > Properties (under the current network) > Look for "Network band".

   • On Mac: Hold Option and click the WiFi icon in the menu bar. Look for "Channel" - if it's between 1-11, it's 2.4GHz.

4. Ask your internet service provider: If you're unsure, contact your ISP. They can guide you on how to connect to the 2.4GHz band of your specific router.

Troubleshooting Tips

• If you can't find a 2.4GHz network, check your router settings. You may need to enable the 2.4GHz band.

• Some routers combine both bands under one name. In this case, try disconnecting from 5GHz on your mobile device before setting up the Looking Glass Go.

• If you're still having trouble, consider using a WiFi analyzer app to identify available 2.4GHz networks in your area.

I can't connect the Go to my computer with the included USB-C Cable

Looking Glass Go is designed to connect to your computer through a single USB-C cable using DisplayPort Alt Mode (DP Alt Mode).

Understanding DisplayPort Alt Mode

DisplayPort Alt Mode (DP Alt Mode) is a feature of the USB-C specification that allows a USB-C port to output DisplayPort video signals directly. This enables you to connect a display, like the Looking Glass Go, to a compatible USB-C port without needing a separate video cable.

Checking Your Computer's Compatibility

Windows Laptops

• Look for the Thunderbolt (lightning bolt) or DisplayPort (DP) logo next to your laptop's USB-C ports. If present, the port supports DP Alt Mode.

• If there are no logos, find your laptop's model number in Settings > System > About. Search for the model online and check the manufacturer's specifications to confirm if the USB-C ports support DP Alt Mode or DisplayPort output.

MacBooks

• MacBooks don't have port capability logos. Find your MacBook's model identifier by clicking the Apple menu > About This Mac.

• Check the specifications for your model on Apple's website. Look for "Native DisplayPort output over USB-C" under Display Support to confirm DP Alt Mode compatibility.

Desktop PCs

• Check if your PC's motherboard has a USB-C port that supports DP Alt Mode. Refer to the motherboard manual or manufacturer's website for specifications.

• If your graphics card has a USB-C port, check the card's specifications to see if it supports DP Alt Mode.

Using an Adapter for Computers without DP Alt Mode

If your computer doesn't have a USB-C port with DP Alt Mode, you can use an adapter cable to connect its HDMI or DisplayPort output to the Looking Glass Go's USB-C input. Currently, you can purchase a HDMI adapter directly from Looking Glass or any compatible equivalent.

I have issues switching between Standalone Mode and Desktop Mode

If you are having issues switching between Standalone and Desk Mode, it's likely one of the following issues:

1. Loose cables: ensure that the USB-C cable is properly connected on both ends. If you try to switch between Standalone and Desktop Modes without the cable connected properly, the Looking Glass may not be able to switch between modes properly.

2. Correct Cables: Standalone Mode requires a USB-C to USB-C power source. It will not work with a USB-A to USB-C cable. If you're trying to switch between Standalone and Desktop Modes with a USB-A to USB-C cable, the Go's status LED will blink yellow, as it tries to switch modes, then will remain in Desktop Mode.

How do I reset my Go with the original default playlist?

Easy! You can factory reset your Go by following these simple steps:

1. Unplug the Go from USB-C power.

2. Hold the power button.

3. Plug in the USB-C power to the Go.

4. Continue holding the power button for 10 seconds.

5. Release the power button after 10 seconds.

6. Your LED should flash yellow if you’ve successfully activated the factory reset.

7. Leave the Go running until the LED stops flashing yellow. The LED will flash yellow for approximately 1 minute.

Do note that if you factory reset your Go, you will lose connection to your WiFi network and your uploaded holograms will be removed from your playlist until you next connect to WiFi.

How do I perform a factory reset?

A factory reset will reset your Go to its original factory settings, with the original demo reel included.

Here's what you need to do:

• Unplug the Go from USB-C power.

• Hold the power button.

• Plug in the USB-C power to the Go.

• Continue holding the power button for 10 seconds.

• Release the power button after 10 seconds.

• Your LED should flash yellow if you’ve successfully activated the factory reset.

• Leave the Go running until the LED stops flashing yellow. The LED will flash yellow for approximately 1 minute.