Frequently Asked Questions

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Basic info & what's included
  1. What accessories are included with the GlideTV Navigator

    Every GlideTV Navigator comes with the following items

    A. Navigator
    B. Charging Station
    C. USB Receiver
    D. AC Charger (design may vary depending on which version you ordered)
    E. USB Cable

    More details can be found in the online User Guide here http://redesign.glidetv.com/glidetv-navigator-user-guide

     

    whats_included.jpg 

     

     

     

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  2. On what systems is the GlideTV Navigator hardware supported?

    Currently we support the following:

    • Windows XP (32 or 64 bit)
    • Windows Vista (32 or 64 bit)
    • Windows 7 (32 or 64 bit)
    • Mac OS X
    • PlayStation 3

    The Navigator is designed to meet most standard Human Interface Device (HID) specifications and will thus work with other hardware that supports HID keyboard and mouse devices. The Navigator has not been design to fully support the XBOX 360.

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  3. What range does the Navigator have?

    The Navigator is designed to function up to a maximum of 30ft in an open space.
    Walls and other barriers, in particular metal objects can affect usable range.

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  4. What wireless technology does the Navigator use?

    The GlideTV Navigator uses a proprietary low power 2.4GHz wireless RF technology, designed to work at up to 30ft in range.

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Set-up
  1. How do I change the Navigator's mode for use with Mac or PS3?

    Changing modes on the Navigator is quite easy.

    Just follow these simple instructions found in our User Guide:

    • For changing which OS (Windows, Mac, or PS3): Go Here
    • For changing the touchpad mode (Relative or Absolute): Go Here

     

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  2. What do the lights on the USB receiver mean?
    • A solid red light on the USB receiver means that the receiver is initializing and setting itself up with the operating system.
    • A flashing red light means that the button on the USB receiver was pressed and it has entered into a mode where it is trying to connect with a Navigator. If this has occurred, please contact support.
    • A green light on the USB receiver means that the receiver is receiving data from the Navigator.

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Charging the Navigator
  1. Do I have to use the supplied power adapter to charge the Navigator?

    No. You can actually plug the supplied USB cable directly into anything that has a USB port that supplies the required 5V of power. This includes plugging it directly into your USB port on any PC, Mac or PS3. This allows you to bring just the USB cable and Charing Base when traveling, if traveling with a PC.

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  2. Is it OK to replace the USB cable from the Charging Station to AC Charger with a third-party cable?

    Yes, as long as it has the correct connectors USB-Mini Type B for the Charging Station and the standard USB Type A for the AC adapter.

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  3. Is it OK to use a shorter/longer USB cable to go between the USB Charger and Charging Station?

     Yes, this is fine, as long as they have the proper connectors.
    The USB Charger uses a standard USB Type A connector. The Charging Station uses a standard USB Type Mini-B connector.

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GlideTV software
  1. On what platforms is the GlideTV software supported?

    The GlideTV application is currently supported on:

    • Windows
      • XP (32, 64bit), Vista (32, 64bit), 7 (32, 64bit)
    • Mac OS X
      • 10.5.x and up

    We are also investigating support for Ubuntu Linux as well as support for Mac OS X 10.4.x

    Latest versions of each can be found on our downloads page.

    http://www.redesign.glidetv.com/download

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  2. How do I remove the transparent GlideTV logo button that is displayed on my screen?

     There are actually multiple ways to show or hide the on screen floating application launcher button

    1. From the main home screen (accessible via GlideTV button on Navigator) click Settings -> Hide Floating Launcher
    2. Right click on the actual floating launcher button and choose "Hide on-screen keyboard button"
    3. Right click on the GlideTV icon within the task bar (Windows Only) and Uncheck "Floating Button Displayed"

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  3. How do I access the GlideTV Home Screen?

    After you have downloaded and installed the GlideTV Application (installation instructions here), there are a few ways to access the GlideTV Home Screen:

    • Click the GlideTV button on the Navigator
    • Click the GlideTV Logo button on the desktop

     

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  4. How do I access the On Screen Keyboard?

    After you have downloaded and installed the GlideTV Application  (installation instructions here), there are a few ways to access the On Screen Keyboard portion of the GlideTV application.

    • Press the Search button on the Navigator
    • Click the GlideTV Logo button on your desktop and from the home screen click the "Search the Internet" button

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Third-Party hardware
  1. Does the Navigator work with AppleTV

    The GlideTV Navigator does not currently work with AppleTV

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Third-Party Software
  1. Does the Navigator work with Boxee

    Yes, you can use the Navigator with Boxee.

    It will improve the experience if you enable IR Remote Server Suite Support.

    This is found in the System Settings, as shown below in the Boxee Alpha version.

    screen shot of boxee alpha system settings for enabling ir remote suite support

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Ordering
  1. Can I order from countries outside of the US?

    Yes, though we don't ship to every country, we do ship to most countries outside of the US.

    For UK and European orders you can order from here: http://store.glidetv.co.uk

    For all other orders you can order from here: http://store.redesign.glidetv.com

    If you are looking for a particular model that is right for your country, please pick from here:

    http://store.redesign.glidetv.com/glidetv_navigator_models.html

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  2. Can I order a Navigator with a power adapter for my country?

     We currently offer the following models with the associated power adapters for the following regions:

    • US Model
      • Type A power adapter
        • (This is a plug with two flat parallel prongs. It is used in North America (United States) and in many other countries including Canada, Mexico, Guatemala, Jamaica, Japan and Venezuela.
    • UK Model
      • Type F power adapter
        • This plug has three prongs (two flat and one rectangular) that form a triangle, and is widely used in Great Britain.
    • EU Model
      • Type C
        • This plug is ungrounded and has two round prongs and can be used in most of the countries in continental Europe, & also widely used in South Africa.
    • AU Model
      • Type G
        • Primarily used in Australia, this plug has two flat prongs like the type A plug, but they form a V-shape rather than being parallel like A plugs.

    To add a particular model to your cart please go here:

    http://store.redesign.glidetv.com/glidetv_navigator_models.html

     

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  3. What credit cards do you accept?

    We accept Visa, Mastercard, American Express and Discovery. We also support Paypal Checkout.

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  4. Can I use Paypal?

    Yes we support Paypal Checkout.

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  5. Is my order secure?

    Yes, our site uses secure checkout by 3Dcart. Our secure SSL certificate has been validated in providing industry standard data encryption of information transferred from your computer to the website.

    You can also order on the phone by calling us at 510-473-3277.

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Order tracking
  1. What if I have a specific question or request about my order or shipment?

     Just send us an email, and we will be happy to help.

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  2. I've ordered the GlideTV Navigator, how can I track the shipment?

    Once you purchase a Navigator, prior to your shipment being sent you will receive an e-mail with the tracking information.

    Shipments sent via UPS will have a dedicated link showing your tracking information. For those shipments sent via USPS, though the tracking information is included in the email, you will need to go here: http://www.usps.com/shipping/trackandconfirm.htm to track it.

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Warranty & returns
  1. How do I return a GlideTV Navigator if I am not satisfied?

    The GlideTV Navigator comes with a 30-day Money Back Guarantee and a 1-year Warranty. If you ever have problems or concerns, send us a message and we’ll be happy to help.

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  2. My Navigator no longer appears to be working, how do I return or exchange it?

    Please send an email to support@redesign.glidetv.com and we would be happy to help you out and issue an RMA if necessary.

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Troubleshooting
Troubleshooting GlideTV Software
  1. The GlideTV software doesn't appear when I press the GlideTV or Search button, what should I do?
    1.  Be sure you have downloaded and installed the latest version of the GlideTV software (installation instructions here).
      1. Check to ensure that you also have the latest version of Java installed for your operating system. This can be double-checked by visiting this Java site for checking your install
    2. Be sure that you have your Navigator set to your platform: Windows or Mac (instructions on how to do this are here).
      1. Note: PS3 mode doesn't support use of the GlideTV or Search buttons
    3. If you are still experiencing issues, please contact us.

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Troubleshooting Navigator Hardware
  1. When using the Navigator the cursor doesn't seem to respond properly

    If when using the Navigator, and the cursor exhibits any of the following:

    • Appears too sensitive
    • Responds sporadically
    • Makes random movements on its own
    • Jumps further than expected or skips

    This is typically related to the touchpad sensor needing recalibration. This can sometimes occur when the Navigator is used in a dramatically different environment (humidity, temperature, etc)  from what it was when it was calibrated at the factory. This can also occur if the Navigator is opened up (back cover removed) and reassembled.

    Please follow this procedure to recalibrate: http://redesign.glidetv.com/glidetv-navigator-user-guide/appendix/navigator-touchpad-recalibration

    This also includes a video demonstration of the procedure.

     

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  2. My Navigator doesn't appear to be working, what should I do?

    There are a number of possible reasons why the Navigator may not be working properly. Below are some things to check for and possible resolutions.

     

    1. Clarify whether or not any lights on the Navigator are coming on.
      • First, press the Power button on the Navigator. This ensures that the Navigator is on.
        • It will shut off after 1 hour of no interaction and the only way to turn it back on is to press the Power button. Pressing other buttons or the touchpad will not wake it up.
      • Once on, normally, even if the Navigator is not connected with the USB receiver, at a minimum, the Power button should light up when you are touching the touchpad area or pressing a button. After 10 seconds of no interaction with the Navigator the Power button should then begin to blink. It may be a hard to see in a brightly lit room, and may help if you view in a slightly darker room. This at least lets us know that the Navigator has power.
      • If you are not seeing any lights coming on, then there are a few more things to double check
        1. Press the Power button to ensure its on.
        2. Try charging the Navigator to ensure battery is not dead, see #2 and #3 below
        3. It may actually be locked, see this for how to lock or unlock the Navigator: http://redesign.glidetv.com/glidetv-navigator-user-guide/hardware-controls/locking-navigator
      • If after trying the steps above, and you are still not getting any lights coming on, then there may be an internal issue with the Navigator and it will need to be return for service. Please contact support@redesign.glidetv.com and indicate the issue you are experiencing.
    2. Another thing to check for is to see if all the backlit buttons flash when docked with the charging base. This indicates that the Navigator made good contact with the charging base.
      • If they are not blinking when placing into the Charging Base, then there may be an issue with the contacts either on the base or on the Navigator. Try a few different orientations and try applying a bit of extra pressure to see what happens.
      • Double check the pins sticking out of the Charging Base, if they appear to sit low, then they may have become stuck down and the charging base may need to be replaced. Try pressing with your finger to see if they spring back up.
      • If you are not getting any blinking when attempting to place the Navigator into the Charging Base, then please contact support@redesign.glidetv.com and indicate this problem and we will promptly replace with a new unit.
    3. Related to #2, if you are getting the backlit buttons flashing, then also check to ensure that the while docked, the Power button is pulsating OFF to ON to OFF. This indicates that the battery is being charged. This is different than the way the Power button blinks on/off when in use.
      • If it is not doing this, then there may be an internal issue with the battery connection or a faulty battery and it may need to be replaced.
      • Please contact support@redesign.glidetv.com and indicate what problems you are seeing and we will promptly repair or replace your unit .
    4. When the USB receiver is plugged in do you see any of the following?
      1. Red LED blinking
      2. Red LED remains on
        • This typically is related to an issue with the operating system not properly starting the USB device.
        • Try unplugging the USB receiver and plug it back in. Wait about 10 seconds inbetween, to allow the OS to properly disconnect the USB device.
        • Try a different USB port.
        • If it still remains on, try rebooting the PC.
      3. Green LED
        • When pressing a button on the Navigator or when touching the touchpad surface, the Green LED should come on and remain on during the transmission between Navigator and the USB receiver. This is normal.
        • If you are not seeing the Green LED coming on when pressing a button or when touching the touchpad, double check its on and working, see #1 above.
        • If you are seeing a Green LED, but the OS is not reacting (no cursor movement), then you may need to reinstall the hardware.

     

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