Support

Write to hello@fiddlercrab.eu. We answer every request by email, in English or German.

Report a bug

Send a report to hello@fiddlercrab.eu with the details below. Reporting is voluntary: LayerGlance does not automatically upload app, Bridge or firmware crash reports to us. Apple may share crash reports if you enable its developer analytics. Website errors are recorded in our hosting provider's operational logs; see the privacy notice.

For a possible security vulnerability, use our security reporting instructions.

What to include

• The product: the LayerGlance app, LayerGlance Touch, LayerGlance Glow or LayerGlance Bridge.
• The version: app version, firmware version and build ID (on the device's web page), or bridge version and operating system.
• For Touch and Glow: the controller board, and the device ID if your question is about a licence.
• Your printer models and printer firmware versions.
• What you expected, what happened, and the steps to repeat it, with the approximate time.
• Screenshots or logs, with names and addresses you want to keep private removed.
• For licence and order questions: the order reference from your confirmation email.

Never send us your Bambu Lab password, Wi-Fi password, printer access code, device web password, pairing token or any private key. We will never ask for them.

Supported versions

We support the latest released version of the LayerGlance app, of the LayerGlance Touch and LayerGlance Glow firmware, and of LayerGlance Bridge. Please update before reporting a problem: Touch and Glow check for firmware updates themselves, the app updates through the App Store, and new bridge versions are on the downloads page. Printer set-up requirements are on the compatibility page.

Updates and security support

We provide security updates for LayerGlance Touch, LayerGlance Glow, LayerGlance Bridge and the LayerGlance app for as long as the law requires (see below). Security updates are free and never require Pro.

Your legal guarantee for digital products

If you buy a licence as a consumer, you have the statutory rights for digital products (sections 327 et seq. of the German Civil Code, BGB). We must supply the licence and the firmware free of defects, and we must provide the updates, including security updates, that keep them in conformity with the contract for as long as you can reasonably expect, and tell you about them (section 327f BGB). If something does not work as described, write to us: we will fix it, or, if we cannot, you may reduce the price or end the contract and get your money back. These rights do not depend on any guarantee from us. The licence and sale terms and the withdrawal information have the details.

Replacing a device: licence transfer

A Touch or Glow licence is bound to one controller's device ID, the 12-character ID on the device's License page, which comes from the controller's factory network (MAC) address. It keeps working through updates, restarts and settings resets, and it works offline. A licence for another device ID is rejected, so a new controller needs a new licence code.

If a controller fails or you replace it:

1. Email hello@fiddlercrab.eu with your order reference, the old device ID and the new device ID.
2. We check the order and send you a licence code for the new device, free of charge.
3. The old licence code must no longer be used. Because licences work offline we cannot switch it off remotely, so please remove it from the old controller if it still works.

Lost your licence code? Search your email for the order confirmation, or send us the order reference or the email address you used at checkout and we will send it again.

LayerGlance Bridge licences, including the Farm and Fleet plans, are bound to the bridge ID instead. Moving the bridge to another computer with its transfer file keeps the bridge ID, so the licence moves with it. A plan bought on this website can be cancelled at any time, with effect at the end of the paid year, through the customer portal linked in every licence email or by writing to us.

Windows Store: backups, moving and uninstalling

The Microsoft Store version keeps its settings, printer photos and protected credentials in its own Windows-managed app data. Updates preserve that data. Uninstalling the Store app removes it, so export an encrypted transfer file before uninstalling if you want to restore the same Bridge ID, licence, printers and paired devices later.

In Bridge setup, open Move this bridge and export a transfer file with a passphrase. Keep both safely. After reinstalling, import that file in the same section. Use this process when moving from an older Windows installer to the Store version as well; the Store version does not silently read or change the older installation.

An older installer's data in %LOCALAPPDATA%\PrintBridgeis separate. After exporting any backup you need, quit and uninstall that older Bridge, then delete its PrintBridge folder in File Explorer if you want to remove the old settings, photos and protected data. Delete any exported transfer files you no longer want to keep too.

What belongs with Bambu Lab

Printer hardware, printer firmware, Bambu Studio, Bambu Handy, Bambu Cloud and printer warranty issues are Bambu Lab products and services. LayerGlance is an independent product and is not endorsed or supported by Bambu Lab.

Security issues

Please report security vulnerabilities as described on our security page.