509 325-3456 or 800 845-2187 info@rrcolor.com

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Information

What kind of files can I send?
We only accept jpeg’s online. Please save your files in sRGB or Adobe RGB (1998). Save at a quality level of 8 or better. We prefer that you leave your files at the original file size but in some cases, where those files are much larger than what is being printed, ( i.e. Proof books and proofs), most people like to reduce their file sizes for quicker uploads. Our software will re-size each print at the optimum resolution for the chosen sizes so that you don’t have to.

Very Important Image file names!
File naming is extremely important. Please do not use apostrophes, commas, slashes or ampersands in image file names or in your customer name and code. Also do not use characters in image file names. Please remember to use less than 17 letters in your file name, and keep in mind that the image name prints on the back of your prints.

Did you get my Order?
My ROES order said “Sent. Thank you”, but I did not receive my email confirmation. Did you get my order? An e-mail confirmation should be sent out in minutes after we receive your order. If you didn’t, check with us to see if we did receive your order. If we did not, there are some reasons that we might not have received your order: First check that you entered your e-mail address correctly in the My Information window in ROES. Make sure that you did not use any commas or apostrophes in your “My Company” info. This can cause your order to fail. Make sure that there are no special characters in the file names. Make sure that you only send us JPEG files saved in RGB. Make sure that your order is not over 4 GB, which is our limit.

Return Policy
We qre  committed to quality and your satisfaction is guaranteed!
If you feel there was an error processing your order, please call us and we will correct the problem ASAP.  Remakes will be made only from the original digital file submitted to us in the original order using the product and options originally specified in that order. Remakes will be shipped as requested in the original order.

Circumstances beyond our control are not covered by the guarantee.
We are not be responsible for:
Poor quality or low-resolution files
Order errors of size, quantity, cropping or product, etc.
However we want you to be happy and may redo for you at a discount.

Change of Order
Our ROES is a highly sophisticated printing system with hand inspections during the process. Orders can quickly move past the point of change. Please double check your orders for accuracy before you submit them to us. If you wish to edit your order, you must do so quickly. Order changes must be done via telephone during normal customer service hours, or via email after hours. All attempts will be made to amend your order; however, at times order processing may be too far along for cancellation. You are responsible for an order once it has been placed in production.

Wrong Product selected
Our ROES system is designed to tell us exactly how you what want us to print your image. We are not responsible for remakes if the print we send you matches the product you specified in your original order. We print your order as as it is received . Please carefully check your product choice, quantity, cropping, spelling and options.

Image Cropping
If nonstandard print sizes are needed, use the “Fit” option in the image pane in Roes. Keep in mind that Our printer will re-size each print at the optimum resolution for that size. If you need a size not listed, please call we can print any
non standard dimension.

Payment Polices
All orders are automatically shipped or delivered C.O.D. Visa, MasterCard, and Discover credit and debit cards are accepted for payment. For your convenience, we can keep your card information in our files to be used at your request.  Your card is charged when we complete the order.

Sales Tax
Sales tax will be charged on all orders delivered in the State of Washington unless you provide us with a valid Exemption Certificate.

Reorders
We store your orders and files for two years on our servers. This done to simplify reorders. You can call us with your order number and image number. It isn’t guarantied storage, so save your files. All reorders are charged the premium prices.

Copyright Laws
We respect  copyrights and will not copy or duplicate images that we suspect are copyright protected. Most professional photographer generally have an implied copyright on their work.  If they sold you your images on a disk, then you usually own the copyright.  You agree to hold us harmless and indemnify r&r custom color lab for any costs or judgments resulting from claims for copyright infringement by the owner.

Thank You
We appreciate your business Steve, Laurie, Erin, Debbie, JJ and of course Lola.

What are the system requirements to run the ROES Client?
Microsft-supported 32/64 bit versions of Windows (64 bit Windows 7 recommended) will support the application. Be sure to maintain enough free drive space to build, save, and retain order files. Windows XP, nearly 12 years old now, is supported but only a 32 bit operating system, so can run into memory issues with larger orders.

Windows ROES/Java Basics
Windows Java Versions Most Windows systems come with Java 6 or 7 pre-installed. Generally this is the 32 bit version of Java that runs in the base version of Internet Explorer. Java 6, 7 and 8 are supported by ROES, the most current version can be obtained ” href=”http://www.java.com/en/download/manual.jsp” target=”blank”>here. For Windows 7 and 8, most installations are 64 bit so installing the 64 bit version of Java is recommended. Some ROES launches will look to offer larger memory use than the default/what 32 bit Java can use, and 64 bit Java allows for this. The same install source page also has ‘Verify Now’ links that will tell you if you have Java installed.

Windows Java Control Panel
Clearing Java Applications, the Java Console, and other settings The Java Control Panel can be accessed via Windows Control Panel and choosing Java. One of the best things to do if issues are being seen is to start fresh with ROES, so clearing Java’s Temporary Internet Files is suggested as opposed to uninstalling Java and re-installing it. Click Settings at the bottom of the General tab under Temporary Internet Files. Click Delete, make sure all 3 boxes are checked, and click OK to clear the Java cache (this will remove all Java applications from your system but leave the preferences and saved files intact). Once it completes, OK out back to Control Panel, then visit the lab’s web site to start ROES fresh from their link. Java Console – there are times when you may be asked/want to see progress occurring/more information in ROES while orders are being completed, sending, or if errors are occurring. The Java Console can help with this. In the Java Control Panel, click the Advanced tab and click the plus sign to expand the Console segment, then click Show Console and click Apply/OK. At the next ROES startup, a new window will appear in the upper left as the Java Console, showing ROES activity as it begins and throughout use.

Desktop Shortcuts
ROES Folders in Windows ROES creates two folders under your user login folder (C:\Users\login_name in Vista and higher, C:\Documents and Settings\login_name for XP) when installed. These will start with a period so will be listed at the top of the directory list. The first is called .roescache, which holds the temporary files provided by the lab to be used in ROES such as card images and setup information. The second folder will usually be something like the name of their ROES or the company, what we call the .LabName folder. This holds your saved information, designs and packages, orders and program preferences. Occasionally an issue is starting the program or using may occur and the lab may ask you to clear the .roescache folder and reset the preferences. Simply delete the entire .roescache and then open the .rrcolor folder and delete the rrcolor.properties file. These will be created anew when you try to run the next time and can help clear any corrupted data. You may want to delete your customer.xml file as well, which will require you to re-enter your email, name and address data

I am receiving an error when the order is preparing to transmit that states it cannot find the path specified for order_accountid_xxxxxxxx_xxx.zip?
There can be 2 causes.
1 Verify the file has no illegal characters like a backslash in it from the My Information screen’s Account field, where N\A may be entered. Go back to the My Information screen and replace N\A with just NA, None, or NewUser.

2 Zip file corruption can occur in rare instances. Go back into the order and save it as an incomplete order; then Open the saved order. This will assign it a new random order number and you should be able to just complete the order and send it

What are the system requirements to run the ROES Client?
You should have a minimum 1.6GHz, late-model processor with 2GB RAM and either Java 1.6 or 1.7, the latest Java is available here. Apple Java is native to OS X 10.6 and earlier. Apple OS X 10.6 or higher (OS X 10.5 can be used if Java 6 is present).

 

  • Mac OS X – the most common issue currently is with 10.8.3 Mountain Lion, where nothing seems to happen when the ROES startup is attempted in Safari. First, be sure Java is listed under System Preferences (if not, go to www.java.com, to get Java, download the .dmg package, unpack it and run the Java installer). While Firefox is a better browser option for starting Java applications, if using Safari when in the ROES index page right-click or CTRL-click on the Direct Launch link and choose Download Linked File As from the menu. Save the launch.jnlp file to Documents, then open Finder and select Documents. Double clicking on the launch.jnlp should start ROES.
  • Various Anti-Virus Applications – AVG, Avast and Kaspersky have been shown to block the initial ROES download under certain conditions. Disabling the Web Filter segment of these will usually help in starting the

 

What are some reasons the ROES Client won’t start or may not transmit to the lab?
There are several possible reasons why the ROES Client will not start up, (common issues click the Support page link above or visit www.roes.co) or in some cases not transmit to the lab. We have found it is best to go through these steps in order and always end with cleaning out Temporary Internet Files: I am receiving an error when the order is preparing to transmit that states it cannot find the path specified for order_accountid_xxxxxxxx_xxx.zip? There can be 2 causes of this:

1) Verify the file has no illegal characters like a backslash in it from the My Information screen’s Account field, where N\A may be entered. Go back to the My Information screen and replace N\A with just NA, None, or NewUser.

2) Zip file corruption can occur in rare instances. Go back into the order and save it as an incomplete order; then Open the saved order. This will assign it a new random order number and you should be able to just complete the order and send it.

Can I send tiff images or just jpeg’s? We only accept jpegs, call us if you have tiff files you want to send.