Client fails to transfer order files - ROES Desktop
Mac Orders Fail to Send with “Read Timed Out” Errors
Use this article when ROES orders fail to send from a Mac with Read timed out errors and malware may be interfering with uploads.
Applies To
Mac computers.
Possible Cause
In reported cases, this failure was caused by malware on the Mac.
The malware appeared to redirect, or attempt to redirect, order uploads, which caused ROES order transmission to fail with timeout errors.
Suggested Scan Tool
Users have successfully addressed this issue by using the free or trial version of Malwarebytes to scan the Mac and remove the offending program: Malwarebytes for Mac.
Solution
Run a malware scan
Use Malwarebytes or another trusted malware scanner to scan the Mac.
Remove detected malware
Remove any malware or offending programs found by the scan.
Restart the Mac
Restart the computer after the malware removal is complete.
Try sending the order again
Launch ROES again and attempt to send the order.
Expected Result
After the malware is removed and the Mac is restarted, ROES should be able to send the order without the Read timed out upload failure.
Links Preserved from Source HTML
- Malwarebytes for Mac
Source article link for scanning and removing malware on Mac.
Escalation Notes
- Confirm the issue is occurring on a Mac.
- Confirm the customer sees Read timed out when attempting to send orders.
- Ask whether any malware, browser redirect, or network-related security software was recently detected.
- Have the customer run a malware scan and remove anything found.
- If the issue persists after malware removal and restart, gather the order-send error details and any ROES logs for review.