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?

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.

What are some reasons the ROES Client won't start?

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.

The ROES Client is giving an “Invalid Argument” error upon startup, but I have run it before.  How do I get past this?

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.

The ROES Client begins to start but just vanishes from the screen leaving a hs_pid_error.txt file on my desktop.  I have run it before, what causes this?

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.

I have put images into a product but an error window appears?

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.

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.

How can I create a ROES desktop shortcut if I skipped the option during the initial launch?

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.

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 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.

I am seeing some images in the ROES Client turn dark, red, or not appearing at all when trying to put them into a product - what causes this?

(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.

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:

~/.roescache

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.

Contact Info

  • United Promotions, Inc.
  • 433 Lawton Rd, Charlotte, NC 28216
  • (704) 391-2992
  • (800) 362-4441
  • (704) 391-2902
  • Email Sales
  • www.upilab.com
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