Advanced ROES Help

If you’ve made it to this page then we can only assume you’re having some trouble with Advanced ROES. We’re sorry! People use all different kinds of computers and software doesn’t always play nice. Hopefully we have an easy answer for you on this page.

Before you scroll through all of this information though, try this solution. The number one problem solver for ROES issues is clearing the caches, a collection of images, thumbnails and other information that can sometimes get all gunked up.

On the ROES home screen, look down the bottom right-hand corner and select “Diagnostic Tools.” The second option available is “Clear Caches.” We recommend clearing both caches. ROES will then close and you’ll have to reopen the program. Please note that loading may be slow because we just cleared out a lot of information, including thumbnails and other images. They will populate over time.

That’s it! Hopefully you can stop there and continue your ordering. If not, try some of the suggestions listed below.

Advanced ROES Help Caches

This is also the spot to find the session “log” in case we ever need you to send it to us.

Install/Launch Failures

Below you will find some troubleshooting help with installation and launch issues. Please select the tab for the operating system you are using.

Install Failures
The ROES Client may fail to install and launch on occasion.  The causes can vary based on operating system or other factors external to your system.  The native launch.msi file is a true Windows installer file and is secure signed by our company.  Some antivirus software may not consider our company name to be ‘commonly found’ in their application install list so could flash an alert about this.  An installation guide can be found here.  The install may fail if some portions of the process fail, and starting fresh is the best bet.  To do this, click Start and type in the field that appears just above it C:\ProgramData and press Enter.  Scroll down in the window that opens to find the SWROES folder and delete it.  Then re-execute the launch.msi file.

Launch Failures
After installation and even some use, the ROES Client may fail to launch.  If you have run ROES on the system before, then it’s possible a saved setting is the issue and cleaning up to start fresh is the best bet.  First, open an Explorer window (click Start and Computer) and choose C: drive, then Users (or Documents and Settings for XP) and go into your user account folder.  Find the .roescache folder and permanently delete it (this may take some time), then see if ROES launches.  If it still fails, in the same user login folder look for the folder starting with a period that applies to your lab/their ROES.  In that folder will be a file of the same name as the folder ending in .properties.  Delete this .properties file, which stores old/saved preferences, and then try the launch again.

Order Completion Failures
The ROES Client may fail to complete your order for reasons usually involving the image files used.  First, be sure that all images used in the order have not been moved (such as removing a CD or USB drive) or renamed since being added to the order in ROES.  The files are not physically added into the order for the lab until you finish the order completion steps prior to transmission.  Second, beware of using any characters or punctuation in the file names you use.  Parentheses, apostrophes, quotes, copyright signs and other hotkey characters should be avoided at all times.

Install/Launch Failures
The ROES Client may fail to install/launch on occasion. While rare in OS X, it can occur because of a bad connection to our distribution servers on the Internet or a permissions issue locally. In case of an error dialog that lists an initialization error or a class not found, it is best to go clean out the attempted install and start fresh.

To do this, open Finder and in the top menu click Go and select Go to folder from the list. A dialog window will open with a field to type a path into. Please enter:


and click OK/Open. When the new Finder window opens select the entire contents of the folder and send to Trash.

Open the launch.dmg again and re-execute the lab specific .app file listed when the file unpacks. It should then install and start correctly. If there is still a failure, copy the .app file into your Applications folder and try to execute it from there.

Order Completion Failures
The ROES Client may fail to complete your order for reasons usually involving the image files used. First, be sure that all images used in the order have not been moved (such as removing a CD or USB drive) or renamed since being added to the order. Second, beware of using any characters or punctuation in the file names you use. Parentheses, apostrophes, quotes, copyright signs and other hotkey characters should be avoided at all times.

Advanced ROES acting strange?

Many times a computer restart will do the trick, especially if you haven’t turned off your computer in a while.

General System Recommendations and Tips

ROES can install and run on Windows XP and higher, both 32 and 64 bit editions, and on current versions of OS X (10.8 and later).  As we offer native installations for both systems, Java does not need to be installed.  Note: Windows XP is no longer officially supported by Microsoft and is considered not secure.

A few quick tips:

  • If prompted to accept the desktop icon, please do so and you can easily find your lab’s ROES again.
  • Be sure to enter in all your information in the first window that opens, if fields are present.
  • After clicking the Folder… or Add Images buttons to put images in the thumbnail area, do not try to choose images as they may be grayed out, select the folder that contains them. In a pinch, you can always drag images in from a Computer or Finder window directly into ROES products.
  • Images added into the thumbs area appear split into their specific folders. If you select a parent folder and it then shows too many sub-folders, hold the ALT (OPT on Mac) key while clicking the first X and it will clear all the image folders from the pane. In the Home/Start pane there are preferences and you can select to not search enclosed folders to prevent this in the future.
  • Be sure you do not rename or move the images once they are added to your order. The images are not collected into the ROES order file until time of completion, so removing a CD or sd card can cause a failure.
  • Never try to launch more than one of the same ROES at a time. You can begin a new order in the same session while the recent one is transmitting in the background.
  • Remember to exit ROES when you are done. At startup the next time ROES will look for the most current version and products list from your lab.

If too many folders open in the thumbs pane, hold the ALT key (OPT on Mac) and click the X on the left-most folder to close all at once.

You don’t have to use the thumbs pane – images can be dragged into ROES products from a Windows Explorer or OS X Finder windows.

Click on the “Home” button at the top of Advanced ROES. In the bottom right hand corner of the window you’ll see a small menu called “Diagnostic Tools.” Click that and then select “Clear Preferences.” This will reset the window size and position to defaults. It was also clear any previous image folders loaded and any preferences on the home pane will be reset to default.

***If you can’t get to the diagnostic drop down menu for some reason, then these preferences can be deleted manually. First close out of any open advanced ROES windows. Next, navigate to your “Users” folder (labeled whatever name you gave your computer) and click on the .AIProLab folder. Inside you will find a file named Delete this file and then restart Advanced ROES.***