Frequently Asked Questions
Your ease of mind is important to us. We understand a lot of the information on here can be a bit overwhelming. Below you'll find a series of frequently asked questions. If you don't find what your're looking for here, don't worry. We're here to help!! Don't hesitate to call our toll-free number: (888) 700-1733
What are the system requirements to run the ROES Client?
You should have a minimum 500MHz speed processor with 256MB RAM and the latest Java Runtime loaded from Sun, available here. Any Java capable system can be used, so Apple OS X 10.3 or higher, Linux, and all current versions of Windows will support the application. Be sure to maintain enough free drive space to build, save, and retain order files.
What are some reasons the ROES Client won’t start or may not transmit to the lab?
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:
- 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/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 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.
I am receiving an error when the order is preparing to transmit that states it cannot find the path specified for order_acountid_xxxxxxxx.xxx.zip?
There can be 2 causes of this:
- 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.
Can I use tiff images with the ROES Client, or just jpeg’s?
You have the option of uploading TIFF files. Please note that using TIFF files will significantly increase upload time.
