For help with this product call UPI Customer Service (800) 362-4441.
Or, send an email to Production
You should have a minimum 1.6GHz, late-model processor with 2GB RAM and either Java 1.6 or 1.7, the latest Java is available here. Apple Java is native to OS X 10.6 and earlier. Apple OS X 10.6 or higher (OS X 10.5 can be used if Java 6 is present), and all Microsft-supported 32/64 bit versions of Windows (64 bit Windows 7 recommended) will support the application. Be sure to maintain enough free drive space to build, save, and retain order files. Windows XP, nearly 12 years old now, is supported but only a 32 bit operating system, so can run into memory issues with larger orders.
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:
1) Windows XP Service Pack 3, Windows 7 & Windows 8 – Settings of the Windows Firewall can prevent the client from launching or creating an FTP connection. Try turning the firewall off or set it to prompt for exceptions such as FTP.
2) Various Anti-Virus Applications – We have found that the home use versions of the Norton Internet Security/Antivirus and McAfee Security applications can prevent the client from starting. Try disabling these temporarily if the client will not start and turning them back on after successfully starting and installing shortcuts. To do this, open the applications Control Panel find the firewall settings and turn them off until your order is sent, once complete you can turn the fire wall back on. See the applications documentation to learn how to disable certain features.
3) Internet Explorer (IE) Security Settings – If set to high may block the ActiveX calls made during the client launch. Try resetting Internet Explorer's security levels (found in IE under Tools - Internet Options - Security tab) to default.
4) Internet Explorer Pop-Up Blocker - This is a new option that installs with Windows XP SP3, Windows 7 & Windows 8. Try turning this off in Internet Explorer under Tools - Pop-up Blocker.
5) Clear out your Internet Explorer cache – This can be done in IE under Tools - Internet Options. On the first tab, General, look in the center section marked Temporary Internet Files and select Delete Files. Click OK at the confirmation window, wait for the mouse pointer to return to normal from the hourglass, and try the client launch again.
6) If you have run ROES before on the system and it is suddenly failing with an Invocation Exception error, after clearing out Temporary Internet Files in the steps above, remove the ROES application from Java Web Start to ensure a fresh download and install. Select Start - Run, type javaws -viewer and press Enter. When the Java Web Cache Viewer opens, find the ROES application for your lab and highlight it. In Java 1.6, right click and Delete. In Java 1.7, right click and Delete. This will remove the lab's ROES from your system along with any desktop shortcuts. To reload, go to the lab's web site in your browser and click on the ROES start link.
This is usually a corruption of the launch file downloaded when the client starts.?Clean out your Internet Explorer cache/Temporary Internet Files as above and re-start the client launch.
This can happen on Windows PC's, it is caused by a Java corruption and can occur when you have several versions of Sun's Java running on the system. When Java updates on Windows, it adds another version onto the system as opposed to simply upgrading the existing version. If this issue arises, open Control Panel on your system and open Add/Remove Programs. Find the Java Runtime versions on the system, then highlight each and remove them. Reboot the system and re-start the ROES Client from the lab's web site, this will check for Java on the system and prompt for a download and install. You can also jump to Software page to do a manual download/install of Java?s latest version.
If you have not used all of the image nodes on a product, you will get the Add As Is dialogue box. Look over the product you have ordered and make sure it is how you want it before adding it to your cart. You also may want to contact the lab to be sure there isn't something you missed.
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.
If you skipped the shortcut install, you can create the shortcuts from within Java Web Start's Application Cache Viewer. To get there, Click Start - Run and type javaws -viewer and press Enter. Find the ROES application you want a shortcut for and right-click on it. Select Install Shortcuts and they will be created. Follow the same steps and select Uninstall/Remove Shortcuts.
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 error is the clear the cart and start over.
Yes, United Promotions, Inc. will accept .tiff files. We also accept .jpeg and .png files.
(This no longer happens since Java 1.7) Different cameras and their image extraction software will occasionally embed a non-RGB colorspace (like CMYK or proprietary ones) or add EXIF header data. In these cases, while the thumbnails appear fine, Java is unable to render the full image into a product - they will appear darkened, hued, or not render at all. This issue has occurred since the release of Java 1.5, so removing all Java versions and launching the ROES Client from your lab's web site link will prompt to install the final Java 1.4 version. Java 1.4 did not have any issues handling the non-standard colorspace and renders the image fine upon placement into a product. Converting these images to standard sRGB in Photoshop and/or removing the EXIF header data will allow the image to be rendered in a product.
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.
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.
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.