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 ...

34,834
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...

19,390
ROES LAUNCH FAILS ON MAC SYSTEMS - "MAY HARM COMPUTER"

Category: Knowledgebase

July 21, 2023 Earlier today Apple has caused an issue with security recognition of our native installed applications due to a certificate issue.  Because Apple erroneously revoked the certificate that...

892
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...

10,067
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.  ...

9,634
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...

5,472
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...

5,341
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...

4,352
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...

3,491
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...

2,847
Automated Sales Tax Partner and Address Validation Feature

Category: Knowledgebase

ROES has implemented address validation and sales tax calculation via a third party API. Overview Address validation and sales tax calculation are critical components of e-commerce systems that direct...

256
Nexus Location Web Template Tool

Category: Knowledgebase

Adding a Nexus Location in Web Template Tool A zip file containing a readme and sample xml can be downloaded from here. Sample File Highlight your pickup ship method. Click the + (add) drop down to t...

168
Nexus Location - Desktop Template Tool

Category: Knowledgebase

In order for proper tax to be calculated on a pickup ship method the method needs a nexus_location. The nexus_location contains the full address of the lab or fullfilment location. A link to a zip fil...

197
Using priority on Shipping

Category: Knowledgebase

The priority attribute can be defined on Shipping elements to use alternate sets of Shipping Methods depending on what was ordered in ROES.  For instance, you may use a single Catalog for all items in...

309
Using disabled on Shipping Methods to enable/disable as needed

Category: Knowledgebase

In both ROES Web and ROES Desktop, the disabled attribute can be set on a Shipping Method to either enable or disable the Ship Method by using the weight attribute set on templates.  For instance, for...

298
ROES Server - HSQLDB Manager; Adding Fields To The Database

Category: Knowledgebase

Using the ROES Server Built-In HSQLDB Manager 1. Launch the primary ROES Server.  (This refers to the server hosting the database.) 2. Go to the config gear in the upper right corner 3. Record the 'U...

265
ROES and RetouchUp Integration

Category: Knowledgebase

SoftWorks and Retouchup (Hollywood FotoFix) have collaborated to integrate an automated image enhancement capability within ROES Server.  Enhancement levels are assigned via image options or order opt...

304
ROES hangs during launch at "Creating Products" on a Mac

Category: Knowledgebase

On some Mac systems, ROES desktop may hang during launch at "Creating Products" and never draw the screen.  To fix this issue in most cases: Using Finder, in the top menu select Go and Go to folder an...

295
ROES Server - ORB or GotPhoto Orders With Production Templates - Traders, Packages, Multi-ups

Category: Knowledgebase

Workflow for ORB Orders With Production Templates -Templates File Product Creation Create an ORB catalog in a templates file of a ROES Desktop Client.  This can be in either the Test or the Live Clien...

260
ROES Server - Auto Start ROES Server and RTPServer on Computer Boot

Category: Knowledgebase

On Computer Boot, Use a third-party application to delay the start time and launch ROES Server and RTP Server     Get the Third Party app -Download the Windows Startup Helper Here -Once the file is d...

307
View entire Knowledgebase