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The Willis Tower told CNN's subsidiary, WBBM, that no one was in danger, the protective layer doing what it was supposed to do.
Jesus Pintado, a resident of the Chicago area, captured this heartbreaking moment on video.
"There was a woman with two children and they looked really pale and scared because the floor had just cracked," Pintado told WBBM.
The glass visit box extends from the 103rd floor of the Willis Tower to Chicago and attracts approximately 1.5 million visitors each year.
The rim is designed to hold up to five tons and its protective coating is designed to protect it from scratches.
The protective layer was cracked before in May 2014, creating a similar panic.
In 2014, tourist Alejandro Garibay told CNN's affiliate, WGN, that he had seen lines form in the glass and had immediately moved away from the ledge.
There was no immediate danger in this case either.
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