ROES WebStart Install Issue on macOS - Desktop
ROES Native Install Issue on macOS - Desktop
Use this article for ROES launch failures on macOS after system updates, OS upgrades, or when a full native reinstall is needed.
Overview
macOS launch problems can often be corrected by clearing the local ROES engine cache and removing old installer files. If that does not resolve the issue, remove the old ROES app and desktop shortcut, download a fresh launch.dmg, and reinstall from the newly downloaded disk image.
When to Use This
- ROES will not launch on macOS after a macOS update or upgrade.
- The customer has an older desktop or Applications icon that no longer starts ROES correctly.
- The ROES engine cache needs to be rebuilt.
- A clean native reinstall is needed from a fresh launch.dmg download.
Before You Begin
- Quit ROES completely before deleting cache files or the installed app.
- Delete old .dmg files so the customer does not accidentally reinstall from an outdated installer.
- Use Safari for the fresh download of launch.dmg.
- Make sure the customer follows any installer prompts, including prompts to create a desktop shortcut.
Important Note
A newly downloaded launch.dmg is required for the reinstall path. Do not reuse an older disk image already on the Mac.
Solution
Delete old DMG files
Remove any old ROES .dmg installer files from the Mac, especially older copies of launch.dmg.
Open the ROES engine cache folder
In Finder, open the top menu and choose Go > Go to Folder. Enter this path:
Clear the ROESEngineCache folder
When the Finder window opens, select the entire contents of the .ROESEngineCache folder and send them to Trash.
Try relaunching ROES
Relaunch ROES from the existing desktop icon or Applications icon. ROES should download a new engine and attempt to run.
If ROES launches successfully
No further reinstall steps are needed. Confirm ROES opens normally and can proceed to the expected workflow.
If launch still fails, remove the old app and shortcut
Delete the desktop icon for the ROES program. Then delete the branded ROES.app from the Applications folder.
Clear .ROESEngineCache again
Return to ~/.ROESEngineCache and delete the folder contents again before reinstalling.
Download a fresh launch.dmg
Using Safari, download a fresh launch.dmg from the lab’s default ROES install page. Do not use an older copy already on the Mac.
Run the new installer
Open the newly downloaded launch.dmg and follow the installer prompts. The new installer may show additional dialog windows, including one that requires the customer to confirm creation of a desktop shortcut.
Use the Applications-folder workaround if needed
If the installer path does not complete normally, drag the specific ROES.app from the unpacked disk image into the Applications folder. Then double-click the app from Applications to run and install.
Expected Result
After the old cache, old app, and old installer files are removed, a fresh launch.dmg install should allow ROES to download a new engine and launch normally on macOS.
Escalation Notes
- Confirm the macOS version and whether the problem began after a macOS update or upgrade.
- Confirm whether ~/.ROESEngineCache was cleared.
- Confirm whether the old desktop icon and old ROES.app were removed.
- Confirm that the customer downloaded a new launch.dmg using Safari.
- If launch still fails, collect any visible error message and the newest ROES client log.