ROES Client Fails to Launch - Uninstall/ReInstall Steps

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

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...

ROES LAUNCH FAILS ON MAC SYSTEMS - "MAY HARM COMPUTER"

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...

Too many folders in thumbnails pane

To clear all folders in the thumbnails pane, hold the ALT key (OPT on Mac) and click the X on the left-most folder to close all at once. You may want to un-check the box for Search Enclosed Folder

Sudden ROES Crashes During Use

We have had numerous reports of sudden ROES Client crashes since Sept 9th.  After researching we found an update to a video program called Plays.tv is the culprit.  The program released an u...

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

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.  ...

More ROES Information for Labs is at ROES-U.com

Site With More Information About Lab Used ROES Software  You can find more setup, feature and usage information for your ROES software at

ROES Server - Disk Printer Sharpening

ROES Server - Disk Printer Sharpening     A sharpening parameter has been added to a Disk Printer that applies to any file it renders.  This is settable on each Disk Printer. Algorithm is unsharp mas...

ROES launch hangs at Done - content not allowed in prolog

If the ROES startup or launch hangs at Done there is likely some file corrupted in the local structure.  Go into the .labname folder and check the roeslog file.  Look for any entries near th...

Error: Another version of ROESWebstart is already running

The error "Another version of ROESWebstart is already running" can occur if the security software from AVG is running with certain settings.  Please see the doc at http://www.icontact-archive.com/nBuM...

Order Completion Failures

The ROES Client may fail to complete your order for reasons usually involving the image files used.  First, be sure that all images used in the order have not been moved (such as removing a ...

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

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...

ROES Server - Error EnsembleCommunicator

A newly installed ROES Server v3 can show this error over and over in the Messages pane/log: EnsembleCommunicator(doHeartbeat) – Communication Error: For input string: “” If you are running a single s...

ROES Server - Error at startup

  The ROES Server may fail to start with error: Database Connection Error: integrity constraint violation: unique constraint or index violation; SYS_PK_10128 table: GENERATEORDERID  

Windows: Unable to start ROESEngine Unable to load JVM Library

The ROES Client may fail to install and launch for the first time.   The install may fail if some portions of the engine install process fail, and this error may appear:

Customer info not saved between launches

The customer.xml file may have become corrupt.  The roeslog file will show entries of 'Error saving customer.xml'.  Best solution is to delete the customer.xml file. The file is located in ...

Clicking Render does not create images

Clicking Render button fails to create images: If images fail to be created when Render is clicked, go to the Home pane, click the Diagnostics button at lower left, and click Show Log.  At begin...

OS X Startup Failure After Updating to Sierra 10.12

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 Native ROES Install File Locations

The native Windows installer launch.msi installs files in the following locations:   C:\Program Files (x86)\ROES C:\ProgramData\SWROES C:\Users\USERNAME\AppData\Roaming\ROES

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

Client launch fails with: java.net.SocketException: Address family not supported by protocol family: connect Causes:

ROES Unexpectedly Quit

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...

WebStart Launch Error

During installation of ROESWebStart the following error is received. System.UnauthorizedAccessException:Access to the path 'awt.dll' is denied Solution Delete the contents of folder C:ProgramData\...

ROES Server - Error: proportional location must be between 0.0 and 1.0

    #### Java Web Start Error:   #### proportional location must be between 0.0 and 1.0.   The error has to do with the Server pane size, specifically when it is set to be tall

Manually gathering the ROES Client log

The ROES client log is always beneficial. In addition to it listing a pertinent error it also lists Operating System, Java version memory allocation and username. In cases where the client doesn't la...

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

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 applicat

ROES Native Installer - Cleanup and re-install steps

  Uninstall ROES application from Programs and Features in Control Panel Uninstall should remove the ROES folder in C:\Program Files (x86) Delete SWROES folder in C:\ProgramData (The ProgramD...

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

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:

ROES Server - Backup

ROES  Server Backup    All of the preferences, Printer Definitions, Queues, Workflows and logs for the ROES  Server are in a folder on the main drive of the compute

ROES Server - Fails to Relaunch

Restore/Repair   When the server fails a relaunch, it could be because we can't digest something in a corrupted file or there is something

Our cached files are too old to use. Contact...

A launch failure indicating that cached ROES files are too old to use is usually caused by antivirus, security software, malware or adware blocking the download of ROES resources that are refreshed ev...

ROES Server - Failed to rename order

ROES Server Error Like:  "Failed to rename order_83738138_16180eab287_6828 to 011435"  

ROES Web - Empty Browser Cache and Hard Reload (Chrome)

Empty Cache and Hard Reload - Chrome You may want to reset ROES Web  when making changes to the CSS or to get rid of unwan

ROES Server - Orders in 'Incoming' Folder Not Processing

ROES Server - Orders Not Processing   -Use your ROES Test Client software to place a small test order.  Verify it completes transferring and exis

ROES Server - Reports Not Printing

ROES Server - Reports Don't Print Check the following items if reports under the 'Reports' tab or in a Report Printer Agent don't print:   1.  Is the

ROES Server - Finding and Sending the ROESServer.log File

Sending the ROES Server Log File   When sending in any problem report, one of the most helpful things you can do besides describing the issue, is to send ROES Support the ROESServer.log file.  There a...

ROES Server - DP2 Agent: The column name 'ID' is specified more than once...

DP2 Agent Error: "The column name 'ID' is specified more than once in the SET clause...." The DP2 Agent has the above error when sending an order to DP2.  This error usually occurs after you lose conn...

ROES Web - Fonts: Install and Test

ROES Web Fonts     ROES Server  Fonts Install Download and install the font(s) on ROES Server Computer (See separate knowledgebase article #57 for step-by-step). (Windows key + r and enter "Fonts" to ...

ROES Server - Processing Errors - Fatal Errors

ROES Desktop - Adding HTML to Tooltips

1. Add the 'tooltip' attribute to the root of the template 2.  Add html below in the attribute field    

ROES Server - Can't Uninstall ROES WebStart

Microsoft Program for uninstalling Programs that fail with the Installer  Use the link to a page with the download button to install the application.  Follow the instructions on the page.

ROES Server - Won't Launch - Uninstall/Reinstall steps

PC   ==================================================== 1.  Use the Installer dialogue shown, asking to modify or remove when using the MSI link to remove or go to the Control Panel—> Program and...

ROES Web - Console/Log - Locate, Save and Send the Console File (Chrome)

Save Google Chrome browser's console file When reporting ROES Web issues, send our support team the bro

ROES Web - Customizing Labels, Messages and Content With Your Labs Overriding CSS

Customizing Labels, Messages and Content In ROES Web Using CSS Use the following snippets of CSS to customize the labels, messages and other content in your ROES Web Client.  Download the complete fil...

ROES Desktop - Client fails to transfer order files

This article pertains to Mac computers Orders fail to send with "Read timed out" errors. We have found the failure has been due t

ROES Server - Fonts Download and Install

FONTS FOR ROES SERVER ============================== Fonts used in your ROES Web and Desktop Clients must be installed on the computer running the ROES Server or else the text rendering will be incorr...

ROES Desktop - Installed font not available in client

Applies to ROES Desktop Windows Platform A particular font shown as installed and available in other applications is not in ROES Desktop client. That is for selection in a font list or showing text re...

ROES Server - Gmail as Outgoing Mail Server

Per Google, its Less

ROES Web - Fonts: Hosting a Font on Your Website

    ADDING A LAB HOSTED FONT FOR ROESWEB ===================================  **If you already own a font, use Font Squirel to Generate css and convert that font to a webfont: https://www.fontsquirrel...

ROES Server - Won't Launch - "Unable to start ROESEngine:\n\nCan't start application"

ROES Web - Setting Quality Limits for Images Used in Products - ppumin, ppumax, ppuaddtoorder

  ROESWeb has a configuration level option, with settings, that warns or prevents the use of improperly sized images in products.  These images may have a resolution that is too low or too high. Limit...

New Promocodes Usage Sept 2020

New Promocode Usage 9/2020 Promocode support using Per Item has been expanded to allow for including the children of an entire Catalog or Template Group’s via the container’s u_id, instead of listing ...

ROES Web - New Cards Capability and Option Previews

ROESWeb has a new modified Package behavior. Setting attribute "card" with a value of true on a container type of "package" invokes a modified package behavior. The modified behavior allows the user t...

ROES Web - stuck on uploading images xx/xxx

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...

ROES Desktop - Client launch is corrupt - Mac Platform

The client launch throws the error shown in the screen shot when attempting to launch and update. Dismiss the dialog. Exit ROES Web Start. If it doesn't exit use Force Quit... Launch again.

ROES Web - New Product Browsing

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...

ROES Server - Moving or Adding a ROES Server

** If you are adding a ROES Server in your lab, use this link to ROES-U.com, to get familiar with database requirements and tips for configuring a second ROES Server: 

ROES System - New "weight" capability.

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 Server - DP2 Agent - Masks

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 Client - Image File Types

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 Web - iPhone - Safari

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...

Template Tool - Updating Prices

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...

RTP Server - Setup & Testing

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...

ROES Web - V5 Text Editor

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...

NEW ROES Web Cart Preview/Functions

ROES Web has a new cart view with interaction via hover over the cart button when ordering:   This cart preview behaves exact

Splashtip Use in ROES Web

New in ROES Web, the Splashtip can be used as a welcome, information center, and guide to your ROES.  The Splashtip page(s) can be as decorative as you like, using tables and image calls with ROES URL...

ROES Web webviewurl

ROES Web can make use of the webviewurl attribute to provide customers with additional information on Options different from what sublabel, icon and/or tooltip already do.  The webviewurl window acts ...

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

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...

NEW ROES Web: nav buttons

  New Nav Buttons

ROES Server Email with Office 365

ROES Server can use Office 365 and TLS to send emails out.  There are steps that have to be done to get it to allow apps to send through them, so please use the info and link to steps below to start u...

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

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

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

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 th

ROES and RetouchUp Integration

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 o

ROES Server - HSQLDB Manager; Adding Fields To The Database

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.

Using disabled on Shipping Methods to enable/disable as needed

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...

Using priority on Shipping

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...

Nexus Location - Desktop Template Tool

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...

Nexus Location Web Template Tool

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.

Automated Sales Tax Partner and Address Validation Feature

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...