Frequently Asked Questions:
ROES client software (Remote Order Entry System)
- Windows XP Service Pack 2 – Settings of the new 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.
- Various Anti-Virus Applications – We have found that the home use versions of the Norton Internet Security/Anti virus and McAfee Security applications can prevent the software from launching. Try disabling these temporarily if ROES will not start and turning them back on after successfully starting and installing shortcuts. To do this, open Control Panel and Administrative Tools and go into Services. Find the Norton or McAfee security services (proxy agent, firewall, network monitor, etc.),right-click on them and select Stop.
- 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.
- Internet Explorer Pop-Up Blocker – This is a new option that installs with Windows XP SP2. Try turning this off in Internet Explorer under Tools – Pop-up Blocker.
- 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.
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.exe and press Enter. When the Java Web Application Viewer opens, find the ROES application for your lab and highlight it. In Java 1.4, select Application and Remove. In Java 1.5, click the button at the bottom to Remove Selected Application. 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.
Before you have to start over and redo your orders to split them up, you can try a couple of other things: Make sure that you have all the latest updates on your computer including the latest version of JAVA – www.java.com. Delete your temporary Internet files. If you are on a wireless connection, plug your computer into a hard wire. Wireless connections can time out often when trying to send in a large order.
Please also note that ROES will not allow you to choose an image to load in the Image Selection palette but rather will let you select a folder. We recommend putting only the images you want to view in the ROES in a folder on your hard drive as ROES will load EVERY image in the folder. If you have thousands of images in the root folder, it will likely cause the ROES to crash. Also, on some OS versions, ROES does not see folders on the desktop or external drives. We recommend creating a folder within your hard drive specially for ordering from ROES. Place only the images you want to order or view in this folder.
Select Install Shortcuts and they will be created. If using an older Java 1.4 version,
right clicking will not get a response (you may also need to click View and select
Downloaded Applications to see the right list). Instead, select the ROES application you want, click Application in the menu bar and select Create Shortcuts. To remove a shortcut, follow the same steps and select Uninstall/Remove Shortcuts.
- 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.
- Zip file corruption can occur in rare instances. Go back into the order and save it as an incomplete order; then Open the saved order. This will assign it a new random order number and you should be able to just complete the order and send it.
Some reasons that we might not have received your order:
- Make sure that you do not use any commas or apostrophes in your “My Company” info in ROES. This can cause the system to crash.
- Make sure that you only send us JPG files -saved as RGB with standard compression or TIFF files – saved as RGB, flattened and NO compression.
- Make sure that your order is not over 4 GB, which is our limit.
You can go into your “Preferences” button at the bottom of the ROES Start page and UN-click “Remember last folder used between launches”. Then when you close out and open back up ROES you will not show any images on the right side until you choose “Folder”.
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