Customer Info Not Saved Between Launches - Desktop
Customer Info Not Saved Between Launches - Desktop
Use this article when ROES does not retain customer information between launches because the local customer.xml file may be corrupted.
Overview
ROES stores customer information in a local file named customer.xml. If this file becomes corrupted, ROES may not be able to write customer information correctly. The ROES log may show entries such as Error saving customer.xml. The recommended repair is to remove the corrupted customer.xml file from the local lab folder and relaunch ROES so a fresh file can be created.
Symptoms
- Customer information is not saved between ROES launches.
- The user re-enters customer information, but it is missing the next time ROES starts.
- The roeslog file shows Error saving customer.xml.
- The local customer.xml file may be damaged or unreadable.
Before You Begin
- Close ROES before deleting or moving the file.
- Confirm the correct local lab folder, commonly referred to as the .labname folder.
- If the customer wants to preserve the existing file for review, move customer.xml to the Desktop instead of deleting it.
- After relaunch, the user may need to re-enter customer information because the corrupted file is being replaced.
Important Note
The fix removes the local customer information file so ROES can create a clean replacement. Do not remove unrelated files from the lab folder.
Solution
Close ROES
Exit the ROES client completely before changing files in the local lab folder.
Open the local lab folder
Find the local lab folder for the affected ROES client. The original article refers to this as the .labname folder.
Helpful file names
- customer.xml — stores the customer information that is not being saved correctly.
- roeslog — may show Error saving customer.xml near the end of the log.
Remove customer.xml
Delete customer.xml, or move it out of the lab folder to a safe holding location such as the Desktop.
Relaunch ROES and re-enter customer information
Open ROES again. ROES should create a fresh customer.xml file. Re-enter the customer information and confirm it is retained after closing and reopening ROES.
Expected Result
After the corrupted customer.xml file is removed and ROES is relaunched, customer information should save normally between launches.
Escalation Notes
- Confirm whether the roeslog contains Error saving customer.xml.
- Confirm the affected local lab folder name.
- Confirm whether customer.xml was deleted or moved out of the folder.
- If customer information still does not save, collect the newest roeslog after relaunch and save attempt.
- Confirm whether the user has permission to write files in the local lab folder.