ROES Troubleshooting
Troubleshooting (Mac)
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If ROES is opening but acting a little funny, try clearing out the ROES cache. On the Home page at the bottom right select Diagnostic Tools > Clear Caches > Clear Both Caches > Ok. ROES will close and you’ll need to reopen.
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Make sure that any ROES shortcuts are deleted from the desktop, the dock, the Downloads folder, and Applications.
Go to Finder and select Go > Go to Folder. Type in ~/.roescache and delete the contents as well as the main folder.
In Finder, select Go > Go to Folder again, type in ~/.Colorinc and delete contents as well as folder.
In Finder, select Go > Go to Folder again, type in ~/.RoesEngineCache and delete contents as well as folder.
Relaunch ROES from our website
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The progress bar doesn't move, or ROES says "Waiting …" or "Send Erred Waiting to Retry" when attempting to upload and order. We have found the failure has been due to a malware program. Seems malware is redirecting/trying to redirect uploads. Users have been successful addressing the issue using using free/trial Malwarebytes to scan and remove the offending program.
Close ROES - It will ask if you want it to auto save your cart.
Download free trial of Malwarebytes malware tracking program here: https://www.malwarebytes.com/lp/sem/en/mac/index-dSC=en.html
Follow instructions on installer.
Run a scan using the above and quarantine any malware found.
Restart ROES and try to send again.
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Over the past few months, Apple has made numerous changes to its OSX platform, which unfortunately includes the blocking of Java software. Our suggested solutions to this issue are categorized below by version:
If you are running OSX 10.7.3 (Lion) we recommend updating to version 10.7.5 using the Apple Software Update tool along with the latest version of Java located here
If you are running OSX 10.9 (Mavericks) and receive launch notification regarding an 'Unidentified Developer' when utilizing the Java launch, this can be resolved by locating the launch.jnlp file in your downloads folder, right-clicking on the application, and selecting the option to 'Open'. At this point, the pop-up window will appear once more, but this time you will be able to select the option to 'Open' the application and begin downloading the ROES software. -
when the program does launch check to see if the "Search Enclosed Folders" button is checked. If it is, un-check the button before moving on to ordering. The first time after you've unchecked the box, you may notice that all of your files are loading in again. If that's the case, click the X for the first listed folder while holding down the OPT key to remove them all!
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To locate your hard drive in the new ROES interface, begin by clicking the "Add Images" button and navigate to your Macintosh HD from the drop down menu. From here, scroll down to the Volumes folder and double click to access any external drives that may be connected.
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Once you start uploading an order, you can immediately go back and start a new one! There is no need to wait for the first order to complete processing. However, please note that it is important to stay within the same program. If a second copy of ROES is launched while the first is still running, submitting a second order will corrupt, or in some instances, duplicate the files.
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The minimum system requirements for ROES are as follows:
Java 6.0
1.6GHz processor
2GB RAM
500mb free disk space
ROES is supported on Intel based Mac OSX 10.5.8 systems and newer.
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In some cases, the last launch may have stored a setting that cannot be utilized, such as a screen location. To solve this issue, please follow the steps below.
Open a Finder window and from the top left menu bar select the Go drop down and then Go To Folder — or press Shift+Command+G to open the window
In the Go to Folder dialog enter ~/.roescache and click Go.
Highlight everything in the folder and move to trash. Depending on how many ROES clients have been launched in the past, the number of items could be in the thousands.
Once that has been cleared, go back to the Go to Folder dialog and enter ~/.ColorInc and click Go.
Again, highlight everything in the folder and move to trash. **This folder houses any saved packages/favorites, saved orders + previously sent orders. If you do not want these removed/deleted please call the lab for further assistance.
Once that folder is clear, launch a fresh version of the ROES client here!
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Open a Finder window and from the top left menu bar select the Go drop down and then Go To Folder — or press Shift+Command+G to open the window.
In the Go to Folder dialog enter ~/.ROESEngineCache and click Go.
Highlight everything in the folder and move to trash.
Once that folder is clear try opening ROES again.
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Open a Finder window and from the top left menu bar select the Go drop down and then Go To Folder — or press Shift+Command+G to open the window.
In the Go to Folder dialog enter ~/.ROESEngineCache and click Go.
Highlight everything in the folder and move to trash.
Once that folder is clear try opening ROES again.
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A simple clearing of your Java and browser cache may resolve any ROES issues:
Clearing the Java Cache on Mac OSX 10.7 and above:
From your Mac Hard Drive, locate your Applications folder, and launch the System Preferences application followed by the Java icon located within.
In the Java Application window, select the General tab followed by the Settings button.
Once the new pop up window appears, click the Delete Files button followed by OK to clear the temporary file data.
When that is complete, return the the General tab and this time select the View button.
From this new window, highlight any programs that read ColorInc ROES followed by the red X at the top of the window to remove the application.
Once those have both been cleared, launch a fresh version of the ROES client here!
Troubleshooting (PC)
ROES will not launch and is giving an error message
An error message in ROES often means an issue in one of the program files. If you have previously had a successful launch a full uninstall and download may help this. Follow the reinstall guide steps below for your operating system.
See quick help below, or visit the ROES Help Desk here
Please note: ROES is an independent company, and Color Inc licenses the ROES software from them.
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If ROES is opening but acting a little funny, try clearing out the ROES cache. On the Home page at the bottom right select Diagnostic Tools > Clear Caches > Clear Both Caches > Ok. ROES will close and you’ll need to reopen.
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• Go to Control Panel > Java > General Tab. In the bottom Temporary Internet Files section, click ‘View’. This will open the Java Cache Viewer window. Colorinc should be listed there. Highlight it in the list and click the large red ‘X’ at the top of the window to remove it. (Remove all instances of Colorinc ROES.)
Go to Control Panel > Java > General Tab. In the bottom Temporary Internet Files section, click Settings > Delete Files and check all the boxes and click OK.
Go to Computer > C Drive > Users > [your user name]. There should be a .Colorinc folder and a .roescache folder. Delete both of these.
Relaunch ROES from our website
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Common Errors:
ROES will not download or will get stuck.
The progress bar doesn't move, or ROES says "Waiting …" or "Send Erred Waiting to Retry" when attempting to upload and order.
These errors are most commonly related to the use of AVG or AVAST anti-virus programs. Please download this .pdf guide to help you temporarily disable these pieces of software so that ROES can operate properly.
Please note that Firewalls may also prevent orders from uploading and are most common in office or public settings such as restaurants and hotels. -
when the program does launch check to see if the "Search Enclosed Folders" button is checked. If it is, uncheck the button before moving on to ordering. The first time after you've unchecked the box, you may notice that all of your files are loading in again. If that's the case, click the X for the first listed folder while holding down the ALT key to remove them all!
-
Once you start uploading an order, you can immediately go back and start a new order! There is no need to wait for the first order to complete processing. However, please note that it is important to stay within the same program. If a second copy of ROES is launched while the first is still running, submitting a second order will corrupt, or in some instances, duplicate the files.
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Any computer less than 10 years old should be able to run ROES. The minimum system requirements for ROES are as follows:
Java 8.0
1.6GHz processor
2GB RAM
500MB free disk space
ROES is supported on Windows XP, Vista, Windows 7, Windows 8 and Windows 10.
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In some cases, the last launch may have stored a setting that cannot be utilized, such as a screen location. To solve this issue, please follow the steps below.
Windows 10:
Open your C: drive.
Open the Users folder.
Open the folder in relation to your computer name.
You should see a .roescache folder.
Open the folder and delete all of the contents inside but not the folder itself (it's possible that the number of items included in the folder may be in the thousands).
Once that has been cleared, go back to the same location and open the folder titled .ColorInc
Again, highlight everything in the folder and move to trash. **This folder houses any saved packages/favorites, saved orders + previously sent orders. If you do not want these removed/deleted please call the lab for further assistance.
Once that folder is clear, launch a fresh version of the ROES client here!
Windows 8 and Previous:
Click on the Windows start button and do a search for a folder titled: .roescache
Once that's found, open the folder and delete all of the contents inside but not the folder itself (it's possible that the number of items included in the folder may be in the thousands).
Once that has been cleared, do another search for a folder titled .ColorInc
Again, highlight everything in the folder and move to trash. **This folder houses any saved packages/favorites, saved orders + previously sent orders. If you do not want these removed/deleted please call the lab for further assistance.
Once that folder is clear, launch a fresh version of the ROES client here!
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A simple clearing of your Java and browser cache may resolve any ROES issues.
From your Windows Start menu, locate your Control Panel and open the Java application.
In the Java Application window, select the General tab followed by the Settings button.
Once the new pop up window appears, click the Delete Files button followed by OK to clear the temporary file data.
When that is complete, return the the General tab and this time select the View button.
From this new window, highlight any programs that read Color Inc ROES followed by the red X at the top of the window to remove the application.
Once those have both been cleared, launch a fresh version of the ROES client here!
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Navigate to C:\ProgramData\
Delete folder SWRoes
Once that folder is clear try opening ROES again.
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ROES Events is a 2GB launch file that requires the 64-bit version of Java to operate.
You can find the 64-bit version of Java and install it manually here, labeled Windows Offline (64-bit).
Download the ROES Events launch.jnlp file here and save to your desktop.
If the application does not automatically launch when double-clicked, right-click the launch.jnlp file and select "Open With" followed by "Choose Another App"
In the pop-up window that appears, click the "More Apps" link followed by "Choose Another App on this PC"
Select the "Java" folder from your local C:/ followed by the "jre1.x.x" folder and "bin"
Select the "JavaWS" option followed by "Open"
