Frequently Asked Questions About ROES Client

For the FAQ page click here

For a Composite FAQ click here

For help with this product call UPI Customer Service (800) 362-4441.
Or, send an email to Production

What are the system requirements to run the ROES Client?

ROES can install and run on Windows XP and higher, both 32 and 64 bit editions, and on current versions of OS X (10.8 and later). As we offer native installations for both systems, Java does not need to be installed. Note: Windows XP is no longer officially supported by Microsoft and is considered not secure.

Install Failures

There are several possible reasons why the ROES Client will not start up, or in some cases not transmit to the lab. We have found it is best to go through these steps in order and always end with cleaning out Temporary Internet Files:

The ROES Client may fail to install and launch on occasion. The causes can vary based on operating system or other factors external to your system. The native launch.msi file is a true Windows installer file and is secure signed by our company. Some antivirus software may not consider our company name to be 'commonly found' in their application install list so could flash an alert about this. An installation guide can be found here. The install may fail if some portions of the process fail, and starting fresh is the best bet. To do this, click Start and type in the field that appears just above it C:\ProgramData and press Enter. Scroll down in the window that opens to find the SWROES folder and delete it. Then re-execute the launch.msi file.

Launch Failures

After installation and even some use, the ROES Client may fail to launch. If you have run ROES on the system before, then it's possible a saved setting is the issue and cleaning up to start fresh is the best bet. First, open an Explorer window (click Start and Computer) and choose C: drive, then Users (or Documents and Settings for XP) and go into your user account folder. Find the .roescache folder and permanently delete it (this may take some time), then see if ROES launches. If it still fails, in the same user login folder look for the folder starting with a period that applies to your ROES (.UPIVolume/.UPISports). In that folder will be a file of the same name as the folder ending in .properties. Delete this .properties file, which stores old/saved preferences, and then try the launch again.

Order Completion Failures

The ROES Client may fail to complete your order for reasons usually involving the image files used. First, be sure that all images used in the order have not been moved (such as removing a CD or USB drive) or renamed since being added to the order in ROES. The files are not physically added into the order for the lab until you finish the order completion steps prior to transmission. Second, beware of using any characters or punctuation in the file names you use. Parentheses, apostrophes, quotes, copyright signs and other hotkey characters should be avoided at all times.

Common Order Transmission Failure

The most current send issue is with FTP and Java 7 or higher. Java changed their FTP calls in version 7, and in Windows, due to a bug in the operating system (specifically Windows Firewall), FTP fails immediately. Many labs have changed to a new transmission method ROES offers, however most are still using the usually reliable FTP. You can try the following steps if the Uploads pane shows the failure immediately.

Turn off the problem issue in Windows Firewall, which can be done via the following steps:

Click Start in Win 7/Vista, then choose All Programs, Accessories, and right-click on Command Prompt. Choose Run as Administrator in the list and the black command window will open. At the prompt type:

netsh advfirewall set global StatefulFTP disable

and press Enter. An 'OK' should appear below it and bounce back to a prompt. Then type


and press Enter to formally quit the window. After that ROES orders should send OK via FTP. The command simply turns off a check in Windows Firewall that is causing the issue.

What characters cannot be used in image file names?

Kodak's DP2 software will refuse certain characters, and while we filter most out in the ROES Client, it's still best to not use apostrophes, commas, slashes or ampersands in image file names.

Render Failures

When using the Render button in the cart pane, larger products like book spreads with multiple images or wide format items may fail to produce flattened images. This is almost always a memory allocation issue. If you are in 32 bit Windows such as XP, able to overcome this issue easily as the maximum memory is not very high. If you are in 64 bit Windows, you may be running the older installation in Java that is not using a very high memory allocation. Remove the current desktop icon and visit the lab page for the ROES Client, which should give you the ability to use the native installer via the launch.msi file. Once it finishes and opens, this should then allow you to return to the saved order and render the items.

I am receiving an error when the order is preparing to transmit that states "Cannot compress order due to null"?

There can be 3 causes of this:

1)     Verify the file has no illegal characters like a backslash in it from the My Information screen's Account field, where N\A may be entered. Go back to the My Information screen and replace N\A with just NA, None, or NewUser.

2)     Verify the files are actually on your machine. The images cannot be located on DropBox, Box, iCloud, OneDrive or any other cloud service. ROES will pack the order up before sending and it will cause a slew of errors when unpacking if it did not get the whole file. Copy or Move the files to your local drive before ordering thru ROES and you should be able to avoid this.

3)     Zip file corruption can occur in rare instances. Go back into the order and look line by line through the cart. You will notice a product ordered line with no thumbnail, horizontal thumbnail with a vertical image in it or by it or a package ordered with a quantity of 0. The way to clear this last error is the clear the cart and start over.

Can I use tiff images with the ROES Client, or just jpeg’s?

Yes, United Promotions, Inc. will accept .tiff files. We also accept .jpeg and .png files.

Null pointer exception on launch on existing system.

In some cases, the last launch may have stored a setting that cannot be utilized, such as a screen location. This can cause a launch error with a null pointer exception. If you receive a report of this, have the customer empty the .roescache folder and delete the .properties file from the .labname folder (.UPI & .UPISport) of the launch. These folders will be under the user home folder in Windows (like C:\Users\Username) and Mac, however on a Mac the folders are hidden. To access these hidden folders, you must do a direct go to via Finder. Open Finder and choose Go from the top menu, then choose Go to folder from the list. In the dialog that opens, enter:


Press Enter and the folder's contents will appear in a Finder window. You can select all and delete the contents to clear it if needed. You can also access the '.labname' folder the same way. Each ROES Client launch will have its own '.labname' folder (.UPI & .UPISport) for storage of preferences, old orders, auto-saved orders, packages, customer data and saved Pager templates.

Too many images across the bottom? Use Multiple folders removal.

The new ROES allows for opening of multiple image folders and shows each separately. If a customer opens to many folders, click the X for the first listed folder and hold the ALT (OPT on Mac) key to remove all.

Uploads pane management.

Orders that have not been sent will have the re-open as new and delete buttons grayed out. If a customer needs to re-open or wants to delete and start over, they can hold the ALT (OPT on Mac) key down to gain access to all buttons.

About Us

United Promotions, Inc., founded in 1973, is a full service volume package printing photo lab for the professional photographer.

We provide digital printing services for Day Cares, Schools, Sports, Prom, Dance, Stores/Malls, Fundraising, Wedding, Family, Senior and Studio Photography. We Offer many Novelty Add-On products to go along with your color printing.

UPI provides many software solutions for professional digital imaging.

We offer ROES, Express Digital Darkroom, ImageQuix, PhotoLynx, OzE, MorePhotos, UPress and our new free UPI LabLink software.

UPI is committed to providing you the best service with the fastest delivery. As you experience digital technology you will find our knowledgeable staff can offer the same great service you have enjoyed from our traditional services.

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