ATTENTION MAC USERS: A recent OS update has interfered with the functionality of the desktop shortcut for our ordering software, please visit this LINK for an easy fix. And please don’t hesitate to contact us at 1-800-315-0420 for additional assistance.
Support: Troubleshooting
Do you find yourself running into a road block when using ROES? No need to worry, most problems can be solved by following the simple steps below.
Nations Photo Lab’s ROES application is based on Java: a programming language used in numerous cross-platform applications.
Problem: Are you receiving an “unable to launch” error?
Steps to remove ROES and re-install:
MAC Users
Go to FINDER > UTILITIES > JAVA > JAVA WEBSTART.
APPLICATION CACHE VIEWER should now be available and you should see the Nations Photo Lab ROES Application.
Remove this application.
You can now re-download ROES and input your information.
PC Users (XP and Vista)
Check to see if you have the latest version of Java. To do so, go to START> CONTROL PANEL > ADD/REMOVE PROGRAMS(XP) OR PROGRAMS (VISTA).
Delete the old version of Java and download the latest version at Java.com.
After you have the updated version of Java:
Go to START > CONTROL PANEL.
Click on Java icon.
APPLICATION CACHE VIEWER should now be available and you should see the Nations Photo Lab ROES Application.
Click DELETE FILES or VIEW to delete all files.
You can now re-download ROES and input your information.
Steps to check for multiple Java versions:
Open the CONTROL PANEL.
Launch ADD OR REMOVE PROGRAMS.
Look for any items with Java in the name. You should only have one version installed called “Java™ 6 Update 13.”
If you happen to find another version installed, it should be removed.
To install the latest version of Java:
Go to www.java.com
Follow the instructions to download the installer.
Launch the installer after the download is complete.
Follow the steps to install Java.
Problem: Are you getting a “send erred” when transferring your order?
Double check the following:
Do you have a stable internet connection?
Do you have a firewall turned on? If so, make sure it is disabled.
Do you have enough space on your hard drive?
Also, try:
Clean out your ROES cache in your USER FOLDER.
Try restarting, bring up the queued order and send the pending order.
Problem: Are you unable to download ROES?
Working with ROES on Windows:
In order for java to automatically download on your computer, ROES uses an Active X tag on the Internet Explorer for Windows. If your security settings will not allow this to happen, you can adjust the settings or chose to download/install java manually.
To alter the security settings:
Open Internet Explorer.
Go to TOOLS > INTERNET OPTIONS > SECURITY > CUSTOM LEVEL.
Once in CUSTOM LEVEL, select RUN ACTIVE X CONTROLS AND PLUG-INS.
Click ENABLE.
Working with ROES on MAC:
MAC OS X already comes with a version of Java installed. We recommend that the latest version of Java and updates (via the MAC Software Update) be downloaded for lower memory usage and faster manipulation users of 10.2.4 and higher.
ON OUR CUSTOMER SERVICE LINE:
1-(800)-315-0420
VIA OUR LIVE CHAT:
Click here
BY E-MAIL:
info@nationsphotolab.com
AT OUR ADDRESS:
Nations Photo Lab
11438 Cronridge Drive, Suite X
Owings Mills, MD 21117
