We're always here. Contact Us

ROES System Requirements

MAC:
Mac OSX 10.5.8 or Higher / 500MHz Speed Processor or Higher / 1GB RAM Minimum / Java 5 (32bit) or Higher

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

*ROES is not designed for Tablets, Mobile Devices, or Windows 8 RT

"Unable to Launch" ROES - PC

ROES uses Java to access your computer and our servers. When this connection cannot be obtained correctly, an error message may occur. Here is a basic checklist to troubleshoot this problem:

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.

Do you have an outdated version of Java or multiple versions of Java? As a Java based program, ROES needs the most recent 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 www.java.com.

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 Customer Service.

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

"Unable to Launch" ROES - MAC

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 Customer Service.

"Payment Erred" ROES 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 and clear that space. Once cleared, please type %homepath% then press ENTER.
  5. Find the folder for .roescache
  6. Once inside click into SAVED, then find the order which you saved and drag it to your desktop.
  7. Reference the remove and reinstall section of the FAQ troubleshoot page to correctly uninstall ROES, then visit our Website to reinstall.
  8. 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.
  9. 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 attempting to send an order via ROES but am receiving an error message and/or the order will not transfer.

First, be assured, there are no partial orders using ROES - if the order does not complete sending, no information will be transferred. Please refer to these steps to resolve the issue:

  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 on 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 wi-fi, 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 or disable the firewall.
  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 - this occurs upon downloading and opening the program for the first time. 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 anti-virus program's website 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 needs to be recreated. If only a few files have the issue, remove those items from the order, reopen them in ROES and add them back into the order.

If all else fails, we recommend removing ROES completely and re-installing. Follow these steps to completely remove ROES from your computer.

I have downloaded ROES but only see a "launch" file or does not open upon installation.

PC - Windows 7

  • 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).
  • 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.
  • Please click on the C: Local Disk drive and double-click into X86 Program Files on the right.
  • 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.*
  • Double-click into Java and follow this file path: jre7>bin>javaws.
  • 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

  • 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 troubleshooting section.

UNINSTALL ROES

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

  1. First, check your Programs section from the Control Panel.
  2. If you see NPL ROES listed in the Programs section please uninstall. If you do not see the icon in your Programs section, please click here.
  3. 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.
  4. 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 3, 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.
  5. 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.
  6. In the next screen you should see two folders marked .nationsphoto and .roescache. Please delete all folders marked as such by right-clicking and choosing to delete.
  7. 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.

(Not very Common at this time) 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 this error message:

  • empty the .roescache folder and delete the NationsPhoto.properties file from the .NationsPhoto folder
  • 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 access these hidden folders on a MAC, you must do a direct Go to Folder via Finder.
    • Open Finder and choose Go
    • from the top menu, choose GO TO FOLDER.
    • In the dialog that opens, enter: ~/.roescache and/or ~/.NationsPhoto
    • Press Enter
    • the folder's contents will appear in a Finder window. You can select all and delete the contents to clear it if needed.