Below are the solutions to some common issues you may experience whilst using Loxley ROES.
1. ROES will not launch error message - Mac
2. ROES will not launch error message - PC
3. Missing ROES shortcut - Mac
4. Missing ROES shortcut - PC
5. The order won't send over the internet (error messages appear)
6. I can't see the add to order button. Why is it missing?
1. ROES will not launch error message - Mac
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In most circumstances, removal of ROES followed by a freshen-up of Java resolves launch issues. To do this, please go through the following steps.
Search for a folder called .roescache and delete it and all its contents.
- To find the folder on a Mac select the 'Go' menu at the top of your desktop.
- Select 'Go to Folder'.
- Enter '~/.roescache' and delete the folder when it appears.
Next, it would be best to clear your Java cache.
Navigate to Applications, Utilities and double click on Java Preferences to launch the Java Control Panel.
Select the Network tab and then click on the Delete Files button.
Finally, click 'OK' with both radio buttons selected.
Now to reinstall ROES, double check that you do not have a desktop icon any more. If you do, simply delete it. Please click on the link below to see if ROES now installs.
www.softworksroes.com/roes/labs/loxleycolour/launchram.jnlp
If ROES still doesn’t launch, it would be best to contact the Loxley Colour Customer Service team. Please note any error message displayed when the failure happens. Obtain your computers specs by right clicking ‘Computer’ or ‘My Computer’ and selecting ‘Properties’ as this information will help the support staff resolve the issue.
Customer Service can be reached at
cs@loxleycolour.com or 0845 519 5000.
2. ROES will not launch error message - PC
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In most circumstances, removal of ROES followed by a freshen-up of Java resolves launch issues. To do this, please go through the following steps.
Search for a folder called .roescache and delete it and all its contents.
- On Windows XP, it can be found in;
C:\Documents and settings\yourusername\.roescache
- On Windows Vista & Windows 7, it can be found in;
C:\Users\yourusername\.roescache
Next, it would be best to clear your Java cache.
- Open your control panel & select 'Java'.
- When the ‘Java Control Panel’ opens, select ‘Settings’.
Next, select 'Delete Files'
Finally, click 'OK' with both radio buttons selected.
Next, visit
www.java.com & click the ‘Free Java Download’ button to ensure you have the latest release of Java. You will be taken through some simple steps if an update is available.
Now to reinstall ROES, double check that you do not have a desktop icon any more. If you do, simply delete it. Please click on the link below to see if ROES now installs.
www.softworksroes.com/roes/labs/loxleycolour/launchram.jnlp
If ROES still doesn’t launch, it would be best to contact the Loxley Colour Customer Service team. Please note any error message displayed when the failure happens. Obtain your computers specs by right clicking ‘Computer’ or ‘My Computer’ and selecting ‘Properties’ as this information will help the support staff resolve the issue.
Customer Service can be reached at
cs@loxleycolour.com or 0845 519 5000.
3. Missing ROES shortcut - Mac
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To create a shortcut for ROES on your Mac please follow the instructions below.
- Go to the Utilities Folder.
- From there, select Java Preferences.
When the next window opens make sure ‘Applications’ is selected in the drop down list.
Highlight ROES & click the black arrow icon found at the top of the window.
You should now have a new desktop shortcut.
4. Missing ROES shortcut - PC
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To install a new desktop shortcut for Loxley ROES on a PC please follow the steps below.
Click the Start button & in the Run / Search dialogue box, type “javaws –viewer”.
This will open the Java Cache Viewer. Highlight Loxley ROES with a single click. Now click on the icon with the black arrow. This should create a new desktop shortcut which will launch ROES.
5. The order won't send over the internet (error messages appear)
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Usually a failed order is related to your firewall. The firewall settings may be preventing your computer from connecting to us.
Most firewalls will have an application list displaying all the programs that require internet access. Try amending your firewall settings to allow any Java based application and ROES full inbound & outbound access.
On a PC, you may have a Windows firewall and a bought firewall such as Norton or McAfee etc. It is not necessary to have both firewalls active and you can switch off one of these.
IMPORTANT: Please be aware of the risks associated with running your computer without an enabled firewall. If you are not sure, please seek professional I.T. advice.
6. I can't see the 'Add to Order' button. Why is it missing?
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If the main Loxley ROES ordering window is too small, buttons can sometimes be hidden from view. Simply expand the Window by dragging the bottom right corner outwards. The buttons should now reveal themselves.