We're always here. Contact Us
ROES HELP
Find your Question and Answers below!
  • Do you Have Java?

    • Please verify the installed version of Java.
    • See FAQ on Java for further trouble shooting Java issues.

    Check your Internet Connectivity

    • Try downloading from a different location (for example, a different WiFi network)
    • If you are trying to download from a wireless connection and continue to experience errors, try downloading over a wired connection.
    • Temporarily disable any firewalls, and/or any antivirus software.
      • We have found that versions of the Norton Internet Security/Antivirus, McAfee Security, AVG, and other applications can prevent the ROES program from starting/downloading. Try disabling these temporarily if the program fails to download/startup and turn them back on after successfully creating and sending an order.

    Allow pop-up windows and cookies.

    • Allow pop-up windows in your internet browser, or add www.nationsphotolab.com to your pop-up blocker exceptions list.
    • Allow third party cookies.

    Check whether the download is Open or Saved.

    • When prompted to Open or Save the downloaded file, select the option to Open With, and make sure that Java Web Start Launcher is selected. The download should start immediately.
    • If you do not have an option to Open With, make sure you are saving the download to the Desktop of your computer (for most, the default is your Downloads folder).
      • If select to save the launch.jnlp file to a folder, you will need to access that folder. Once you pulled up the folder, then select the launch.jnlp file, and choose Open With, and then select Java Web Start Launcher. Still having errors, please visit the FAQ page for ROES errors.

    Try a different internet browser.

    • Sometimes, the easiest way to resolve failed downloads is to try the download again using a different internet browser, such as Firefox or Google Chrome.

    Find solutions to error messages.

    • If a permissions error occurs, make sure that you have read and write access to the folder you're using to save the download
      • If you are unsure whether you have read and write access to a folder/location, save the download to your Documents folder or to the Desktop.
    • If you continue to experience errors, or are unable to download after following the steps here, please call us at 800-315-0420.
  • I have downloaded ROES but only see a "launch" file or does not open upon install.

    PC - Windows 7

    1. Move "launch" to your desktop. Right click the file and choose OPEN WITH (for Windows Vista or earlier choose OPEN, which should then open a prompt allowing you to Choose From a List of Programs).
    2. Click the Java Web Start Launcher icon, followed by OK - ROES should now open. If this is unavailable, click BROWSE in the lower right portion of the window.
    3. Please click on the C: Local Disk drive and double-click into X86 Program Files on the right.
    4. In X86 Program Files, locate the Java folder. If you do not find Java, return to your C: Local Disk, find Program Files and locate Java within. *If you are unable to locate Java in either folder please reference our Java troubleshoot information or contact Customer Service.*
    5. Double-click into Java and follow this file path: jre7>bin>javaws.
    6. After clicking on Javaws you will be returned to the Open With screen and should see the Java Web Start Icon - click the icon, then OK. ROES should begin to open.

    PC - Windows 8

    1. Windows 8 does not automatically have an instillation of Java. Please make sure you have properly installed Java on your Windows 8 machine and are attempting to access ROES via your DESKTOP MODE. For questions, please reference our Java troubleshoot guide or contact Customer Service.

    Mac

    For Mac products Java should automatically open the ROES file. If this does not occur, your Java version may have been removed with a recent update, you may have an outdated version of Java, or there could be further problems with your user permissions not allowing ROES to install properly. Please check the version of Java by referring to the Java troubleshoot section of this FAQ.

  • I have a PC and receive an "unable to launch" error message when attempting to open ROES.

    ROES uses Java to access your computer and our servers. When this connection cannot be obtained correctly, an error message can occur.

    Here is a basic checklist to start troubleshooting this problem:

    1. Are you fully connected to an internet source? If not, ROES needs a solid internet connection to run. Please connect to the internet and try again.
    2. Do you have an outdated version of Java or multiple versions of Java? As a Java based program, ROES needs a fresh and singular version of Java to run properly. If you are not sure of your Java version or if you have multiple versions of Java, please visit the Java troubleshoot page for further info. The bottom line: Multiple versions of Java can confuse ROES when opening. Make sure there is only one version and that it is the most recent. Visit www.java.com to check your Java version and download the newest program.
    3. Do you have any antivirus/firewall programs such as: AVG, Avast!, Norton, McAfee, Kaspersky, etc? Recent updates to several common antivirus programs have caused a temporary block on opening ROES. If you have any of these or any other antivirus programs please temporarily disable them and reattempt to launch ROES (you may also want to keep them disabled while sending your order as well). Each program's site should offer tips on how to do this, however, if you should need further assistance please contact our Customer Service.

    If these steps have been completed and the program still fails to launch, contact customer service.


    I have a Mac and receive an "unable to launch" error message when attempting to open ROES.

    Recent Mac updates have caused Java and its needed resources to be moved from their previous location. Depending upon the version of Mac OS X and your Java update, you may find Java in different areas, or you may not have Java at all. Please refer to the Java troubleshoot section of the FAQ to determine if you do have Java and to download the newest update. If you are unable to follow this tutorial, please feel free to contact our Customer Service.

  • I would like to fully uninstall/reinstall ROES...

    Null Pointer Exception on Launch

    In some cases, the last launch may have stored a setting that cannot be utilized, such as a screen location. This can cause a launch error with a null pointer exception. If you receive a report of this, have the customer empty the .roescache folder and delete the NationsPhoto.properties file from the .labname folder of the launch. These folders will be under the user home folder in Windows (like C:Users) and Mac, however on a Mac the folders are hidden. To get to them:

    To access these hidden folders, you must do a direct go to via Finder. Open Finder and choose Go from the top menu, then choose Go to folder from the list. In the dialog that opens, enter: ~/.roescache

    Press Enter and the folder's contents will appear in a Finder window. You can select all and delete the contents to clear it if needed. You can also access the '.labname' folder the same way. Each ROES Client launch will have its' own '.labname' folder for storage of preferences, old orders, auto-saved orders, packages, customer data and saved Pager templates.

    PC - WINDOWS 7

    *NOTE: Any order information auto-saved in ROES will be lost once the program is removed*

    1. First, delete the ROES icon by dropping it into the Recycle Bin.
    2. Next, click the Start button, then CONTROL PANEL. Once there, click PROGRAMS (if you do not find Programs, make sure you are in CATEGORY view). After the menu is refreshed, locate Java and click once - a new window will appear.
    3. If you have no other Java based programs on your computer, once in the Java Control Panel, click SETTINGS, then DELETE FILES. Make sure all boxes are checked in the next window and click OK. If you do have other Java based programs (i.e. another companies ROES) move back to Step 2, then choose VIEW - a new window will appear. Once in that window, locate the drop down menu in the upper left - make sure it reads APPLICATIONS. Once in Applications, find the NPL ROES icon listed and click once, then click the large red "X" icon located in the middle of the toolbar above. This will remove ROES from your Java cache. Once this has been completed, close the necessary windows.
    4. Next, click START again, then COMPUTER. Once there, click in the navigation bar where the word "COMPUTER" is located along with a computer icon are shown and clear that space. Once clear, please type %homepath% then press ENTER.
    5. In the next screen you should see two folders marked .nationsphoto (or.nationsphotoeasy) and .roescache. Please delete all folders marked as such by right-clicking and choosing to delete.
    6. After the folders have removed fully, close the windows, navigate back to your desktop and EMPTY YOUR RECYCLE BIN. Once the recycle bin is empty, ROES has fully been removed from your computer. You may now reinstall the program from our Website.

    Mac

    1. First, delete the ROES icon by dropping it into the Recycle Bin.
    2. Next, click on the computers desktop, then the APPLE icon in the upper left toolbar.
    3. Click SYSTEM PREFERENCES and find Java in the subsequent window. If Java is not located in the System Preferences folder, close the window and click GO in the Desktop toolbar. Click into UTILITIES then open JAVA PREFERENCES within the menu.
    4. Once in the Java Control Panel, choose VIEW CACHE FILES (if this option is not immediately present click the NETWORK tab along the top) - a new window will appear. Locate the drop down menu in the upper left - make sure it reads APPLICATIONS. Once in Applications, find the NPL ROES icon listed and click once, then click the large red "X" icon located in the middle of the toolbar above. This will remove ROES from your Java cache. Once this has been completed, close the necessary windows.
    5. Click the desktop, then GO, then GO TO FOLDER at the bottom of the menu. In the search area type ~/.nationsphoto (or ~/ .nationsphotoeasy, depending upon your version of ROES) and hit enter. Delete this folder in its entirety. Return to the GO TO FOLDER option and search for ~/.roescache - delete this folder as well.
    6. After the folders have removed fully, close the windows, navigate back to your desktop and EMPTY YOUR RECYCLE BIN. Once the recycle bin is empty, ROES has fully been removed from your computer. You may now reinstall the program from our Website.

    I am attempting to send an order via ROES but receive an error message and/or the order will not transfer.

    There are several issues which can keep ROES from sending an order to our servers. First, be assured, there are no partial orders using ROES - if the order does not complete its send, no information has been transferred.

    1. Check all internet connectivity. Make sure the internet connection is strong enough to send the order. Your photos are large files which need a strong connection to transfer to us in a high quality. If the error "BROKEN PIPE" or "SOCKET WRITE ERROR" appears, this is based around connectivity. If you are using a wireless connection, attempt to connect directly to your internet source. If you are attempting to send from a secure network, such as a school, workplace, public place, library or other secure location, that locations Network firewall is more than likely blocking the transfer of the order. You will need to attempt to send from a different location.
    2. Attempt to temporarily disable your anti-virus/firewall program. Recent updates to several common antivirus programs have caused a temporary block on opening ROES. Trust us - ROES is a 100% safe program for your computer to download and run. If you have any of these or any other antivirus programs please temporarily disable them and attempt to send your order. Each program's site should offer tips on how to do this, however, if you should need further assistance please contact our Customer Service.
    3. Check your filenames/file locations. IF YOUR IMAGES ARE ON A CD, MEMORY STICK, or an EXTERNAL HARDDRIVE, make sure to move the images to a folder on your computers desktop prior to opening them in ROES. An error indicating a file cannot be found occurs if the location or name of the files inside your order has changed since that item has been added into the order. If the entire order is compromised it should be recreated. If only a few files have the issue, remove those items from the order, reopen them in the ROES program and add them back into the order.

    I have ROES and cannot move past Completing Order For Transfer / receive a "Payment Erred" message.

    1. Stop the transfer of the order and return to the VIEW SHOPPING CART screen.
    2. Click SAVE FOR LATER in the lower right corner of the screen. Click SAVED ORDERS and make certain you have at least one item under SAVED CARTS with the proper date.
    3. Close ROES - your order will be extracted manually in the next step.
    4. Click START, then COMPUTER. Once there, click in the navigation bar where the word "COMPUTER" is located along with a computer icon are shown and clear that space. Once clear, please type %homepath% then press ENTER.
    5. Find .roescache - once inside click into SAVED, then find the order which you saved and drag it to your desktop.
    6. Reference the remove and reinstall section of the FAQ troubleshoot page to correctly uninstall ROES, then visit our Website to reinstall.
    7. Once ROES has been reinstalled, move back to Step 4 and revisit your SAVED folder. Find the order you moved to your desktop and drag it back into the Saved folder.
    8. Return to ROES, click on SAVED ORDERS in the upper right of the screen and access your Saved Cart - it should send correctly.
  • I am having difficulty creating my order in ROES.

    After selecting my images, some or all are not displaying.

    ROES is able to read your photos from a folder stored on your computer. Make sure that when you direct ROES to your files, you select the folder they are in, not the files themselves. Also, ensure that your images are in sRGB color space with an 8 bit color depth. Nations Photo Lab accepts flattened tiff and jpg files. We are unable to print progressive scan images.

    ROES is freezing while creating my photo book. How am I able to fix this?

    When building a large Photo Book order, ROES utilizes a large amount of your systems resources. If your book is over 30 pages, we would recommend that you instead choose to build your book on our web based ordering software.

    A pop-up appeared asking me to locate my files for a saved project in ROES.

    When building an order in ROES, it is important that your images remain in the same location with the same file name. ROES is unable to locate your files once they are added to the order, causing it to corrupt.

    Loading files from removable hardware such as CDs, flash drives, or external hard drives can be problematic. For best results and to ensure that your order has no errors, please make sure all your files are in folders on your computer's hard drive.

    My images look perfect in my editing program; however, they are distorted and discolored in ROES.

    ROES generates thumbnails of all your images to use when building your order. Your prints will be based on the original high resolution images that you are uploading to us and not on the thumbnails that you see on ROES. The colors and resolution of the images that you see within the ROES software are in no way indicative of the quality of the product that you will receive from us.

  • Multiple folders Removal

    The new ROES allows for opening of multiple image folders and shows each separated by a divider. If you find that too many folders are open to close one at a time hold the ALT (OPT on a Mac) and click the X for the first listed folder to remove all.

    What is the largest size ROES is able to accept?

    While you can send us as many images as you would like, there is a maximum file size of 40 Megabytes. 40 Megabytes should be more than sufficient to create a crisp and clear photographic print. If you are unable to reduce your images size below 40 Megabytes we would ask that you upload to us using our ROES ordering software.

    After uploading, my images no longer display in my gallery and/ states "Thumbnails Currently Generating". Where are my images?

    We ask that you allow our website 5-10 minutes to create the thumbnail of your images. If they do not display after this time, the file types are unable to be read.

    Am I able to access your site on my tablet or mobile device?

    While you can view our website, you are unable to place an order on these devices.

  • My web browser is displaying outdated information.

    You may need to clear your cache. -Google Chrome-

    Web Browsers will keep a copy of images and content used on a webpage to load from so that pages load quicker. However if a the website gets changed the browser will still be reading from the older information. This can be rectified in a few easy steps on all browsers.

    Step 1: Click on Settings in the menu
    Step 2: Click on Show advanced settings
    Step 3: Click on Clear browser data under the Privacy section Step 4: Make sure Empty the cache is checked and then click on Clear browsing data.
    **You only need "Empty the cache" selected to clear your browser's image memory. You may want to uncheck the other options if you wish to keep your passwords stored and other sessions active**

    You may need to clear your cache. -Mozilla Firefox-

    Step 1: Click on Preferences/Options in the menu
    Step 2: Under the Advanced tab click on Network
    Step 3: In the Cached Web Content section click the Clear Now button

    You may need to clear your cache. -Safari-

    Step 1: Click on Preferences in the menu
    Step 2: Under the Privacy tab click on Remove all website data OR
    you can click on details and specifically find www.nationsphotolab.com and remove only the cache for our site.

    You may need to clear your cache. -Internet Explorer-

    Step 1: Click on Internet Options in the tools menu
    Step 2: Under the Browsing History Click on Delete
    Step 3: Make sure Temporary Internet files is checked.
    **If you have favorited www.nationsphotolab.com make sure to uncheck Preserve Favorites website data**
    Step 4: Click Delete


Nations Photo Lab ROES Requirements

FOR MAC:
Mac OS10.5 or Higher / 500MHz Speed Processor or Higher / 1GB RAM Minimum / Java 5 (32bit) or Higher

FOR PC:
500MHz Speed Processor or Higher / 1GB RAM Minimum / Java 6 (32bit) or Higher

*Roes is not designed for Tablets, or Windows 8 RT