Order Completion Failures - Desktop

ROES Support Knowledgebase

ROES Client Order Will Not Complete

Use this article when the ROES Client fails to complete an order, especially when the issue may be related to image file location, file names, or customer information fields.

Product: ROES Client Category: Order Completion Audience: Customer / Support Article ID: 5

Common symptom

The ROES Client order cannot be completed before transmission to the lab.

Overview

Order completion failures are often caused by image files that are no longer available to ROES, image file names that contain unsupported characters, or slashes entered in customer information fields.

Things to Check

Confirm the image files are still available

Make sure all images used in the order have not been moved, renamed, or made unavailable since they were added to the order. This includes images stored on removable media such as a CD, USB drive, or external drive that may have been disconnected.

Remember when images are added to the order

ROES does not physically add the image files into the order for the lab until the order completion steps are finished before transmission. The original image files must remain accessible until that process completes.

Check image file names for unsupported characters

Avoid punctuation, hotkey characters, and high-ASCII characters in image file names. Problem characters include:

Parentheses: ( ) Apostrophes: ' Quotes: " " Copyright symbols: © Other hotkey or high-ASCII characters Slashes: / Backslashes: \

Check customer information fields

Do not use a slash or backslash in customer information fields, including fields such as Account Number.

Best Practice

Keep customer image files in a stable local folder with simple file names until the order has completed and transmitted successfully.

Expected Result

After the image files are available, file names avoid unsupported characters, and customer fields do not contain slashes or backslashes, the ROES Client should be able to complete the order.

Escalation Notes

Confirm whether any image files were moved, renamed, or stored on removable media after being added to the order.
Check file names for punctuation, quotes, copyright symbols, slashes, backslashes, or other special characters.
Check customer information fields, especially account number, for slashes or backslashes.
If the order still will not complete, collect the ROES Client log and the exact step where completion fails.

Suggested keywords: order will not complete, order completion, image files moved, image files renamed, removable drive, USB drive, file name characters, high ASCII, slash, backslash, account number

Suggested knowledgebase articles: