ROES Help Desk
ROES Help Desk

Hello, how can we help?

Suggested knowledgebase articles:
Submit a ticket
Submit a new issue to a department
View existing tickets
View tickets you submitted in the past

Knowledgebase

  • Top articles
  • Latest articles
ROES Client Fails to Launch - Uninstall/ReInstall Steps

Category: Knowledgebase

The following procedures are for a complete removal and re-install of a ROES client and the ROES Web Start engine. Mac ==================================================== 1.  Delete the app from the ...

ROES native install issue on macOS

Category: Knowledgebase

For any launch failures in macOS after updating from earlier macOS versions or installing updates or to try full re-install:   First, Delete the old dmg files and the .ROESEngineCache folder from thei...

OS X Startup Error: The main class com.softworks.roes.app.ROESApp could not be loaded

Category: Knowledgebase

When launching the ROES Client on Apple systems, if you see an error dialog that lists an initialization error or a class not found, it is best to go clean out the attempted install and start fresh.  ...

Error 1001 in Windows: Exception occurred while initializing the installation.

Category: Knowledgebase

During installation of the native install on a Windows platform the error is thrown when the install is at the "removing backup files" point. Error 1001: Exception occurred while initializing the inst...

java.net.SocketException: Address family not supported by protocol family: connect

Category: Knowledgebase

Client launch fails with: java.net.SocketException: Address family not supported by protocol family: connect Causes: Anti-virus software blocking the connection Other program forcing Java to use I...

ROES Unexpectedly Quit

Category: Knowledgebase

Trouble launching ROES from both the .dmg and .jnlp. The app crashes during launch, immediately after the "Creating Products" prompt or the launch can be successful and crash occurs on product selecti...

ROES Client and 4K displays - Small Print (PC Only)

Category: Knowledgebase

Steps to correct small display size of the ROES client on a 4K monitor. This is only an issue on a PC. Go to this location:C:\Program Files(x86)\ROES\<FOLDER4CLIENTNAME>\ROESWebStart.exe(This &l...

ROES Web - stuck on uploading images xx/xxx

Category: Knowledgebase

ROES Web appears to be stuck uploading images on the final checkout pane. This can be caused by a network interruption during the upload process. For a large order that takes time to upload the interr...

OS X Startup Failure After Updating to Sierra 10.12

Category: Knowledgebase

Mac systems that update to macOS 10.12 Sierra from earlier versions and had run ROES before may fail to launch from either the native install or the launch.jnlp.  If the launch appears to be proc...

Windows Install / Launch Failure: Access to path C:\ProgramData\SWROES\LaunchLog.txt is denied

Category: Knowledgebase

This error can occur if for some reason the system cannot overwrite the startup log for ROES WebStart in Windows.  Steps to fix are as follows:   Uninstall ROES application from Programs a...

Mac Launch Issue - Hangs on Creating Products

Category: Knowledgebase

Newer Mac computers primarily those with Apple M1 processors can exhibit a launch issue where the client hangs on creating products. This is an Apple hardware/Java integration issue that we are workin...

NEW ROES Web Cart Preview/Functions

Category: Knowledgebase

ROES Web has a new cart view with interaction via hover over the cart button when ordering:   This cart preview behaves exactly like the final cart products area, showing options added, image name wh...

ROES Web - V5 Text Editor

Category: Knowledgebase

A new text editor is available in ROES Web v5 introducing the ability to individually control font faces, sizes, styles, and colors allowing colors to be restricted to the swatches that you define. RO...

RTP Server - Setup & Testing

Category: Knowledgebase

This article applies to the ROES Transport Protocol Server (RTP Server) To begin using RTP for order transmissions from the ROES Client, you must first set up the RTP Server. Install and Configure the...

Template Tool - Updating Prices

Category: Knowledgebase

This article applies to Template Tool Two methods to update prices using Template Tool: 1.  Adjust Prices lets you select a single product or product group(s) or catalog(s) or the highest level of the...

ROES Web - iPhone - Safari

Category: Knowledgebase

This article applies to ROES Web on an iPhone with iOS 15 and Safari browser. With iOS 15 Safari has the option to show the address/search bar at the top of the browser UI or at the bottom. If display...

ROES Client - Image File Types

Category: Knowledgebase

Client Image File Types This article applies to both ROES Web and Desktop ROES Clients can create orders using a variety of image types.  ROES Web is dependent on browser capability for which image fi...

ROES Server - DP2 Agent - Masks

Category: Knowledgebase

The following is a summary of the behavior of the Masks Images Directory path and the check box indicating to error on missing masks. The Mask Images Directory and the Err on missing Mask image check ...

ROES System - New "weight" capability.

Category: Knowledgebase

This article applies to ROES Web and ROES Desktop. The value of attribute "weight" now supports expressions using macros. Current supported macros are [width] and [height]. As an example [width]*[heig...

ROES Web - New Product Browsing

Category: Knowledgebase

Product browsing has a new and exciting look and behavior. Available on your ROES Web test client now, live availability mid January 2021. Product groups will be graphically represented within the pro...

View entire Knowledgebase