ROES Help Desk
ROES Help Desk

Hello, how can we help?

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

During startup 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.   To do thi...

Error 1001: 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 ins...

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...

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 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...

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...

Manually gathering the ROES Client log

Category: Knowledgebase

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

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...

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...

ROES Desktop - Client launch is corrupt - Mac Platform

Category: Knowledgebase

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 - 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...

ROES Web - New Cards Capability and Option Previews

Category: Knowledgebase

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...

New Promocodes Usage Sept 2020

Category: Knowledgebase

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

Category: Knowledgebase

  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...

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

Category: Knowledgebase

This is usually caused by a corrupted xml file in the 'Printers', 'Queues' or 'Workflows' folders.  Use your backup of the .ROESServer folder (or similar folder name ROESSAS, ROESSAR, etc..) and repl...

ROES Web - Fonts: Hosting a Font on Your Website

Category: Knowledgebase

    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 - Gmail as Outgoing Mail Server

Category: Knowledgebase

ROES Server Email - Gmail     1. Create Gmail account (Do NOT enable 2-Step Verification) 2. Add a recovery email to settings 3. Log in to the new account 4. Use the following URL in Chrome browser:  ...

ROES Desktop - Installed font not available in client

Category: Knowledgebase

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...

View entire Knowledgebase