Need Help Ordering?

While we do our best to make sure our ordering systems are easy to use and fully functional, there are times when they just don't work right. If you have trouble of any kind, please don't hesitate to give us a call or send us an email - we are always happy to help, and if necessary can set up an online meeting so we can see what you are doing on your computer and fix any issues.

Phone: 619-796-3693

email: orders@qprints.com

ROES Video Tutorial

Below is a short video tutorial on the basics of our ROES ordering system.

ROES - Your Order Failed to Send

This error usually means that you have a firewall blocking ROES from sending us the order. Generally this happens to people who try to send an order from their work computer, as some work places block ports ROES needs to transmit the order.

To get around this, you can save the order to disk instead of uploading it, and then use our Simple Uploader to send us the ROES file.

  • In ROES, on the Order History screen (you are probably there right now), click the 'Cancel' button (next to the 'View Order Report' button).
  • Click on 'Reopen as new order' - this will reopen the order back in the View Cart page
  • Checkout again, and click next until you get to the last screen - 'Send to us by:'
  • Choose 'Save to disk for alternate delivery' and click next
  • A new window will pop up allowing you to save the order to your hard drive - keep the original name and save it to your desktop or somewhere you can find it easily later
  • ROES should now save the order to your computer, and you can close the little pop up window (it might say Return to Specials or Show Receipt - click either one to close the window. You can also close ROES as long as it was finished bundling and saving the order, which may take some time if it is a large order.
  • At this point you are done with ROES, and just need to send the file you saved to us - the easiest way to do this is to use our Simple Uploader.
  • Go back to our website, and go to the Simple File Uploader page.
  • On the Simple File Uploader page, click the 'Add Files' button
  • In the browser window that opens, browse to where you saved the ROES file and Choose the ROES file, click Open to select it (or double click it), fill out your name, email and phone put 'ROES order' in the special instructions and click the Send Files button.

Once you know that we have received the order, you may want to go back to ROES and find the original order that could not send - it is probably still waiting to send. You should go back to the Order History screen and Remove it.

Trouble Launching ROES? for PCs

Sometimes some of the ROES files get corrupt and need to be manually removed. Uninstalling usually does not remove these files.

If you see an error - 'Configuration failed to initialize' deleting the SWRoes folder in the first section below and re-installing should fix it.

  • Delete the SWRoes folder found in C:\ProgramData. This folder contains files needed by the ROES software, sometimes they become corrupt for no particular reason.
    • Press the Windows Key (between Alt and Ctrl on the keyboard) and the 'r' key at the same time, this brings up the Run window.
    • Paste this in the box where it says Open: C:\ProgramData
    • Press Ok and it should open up the file manager to that location.
    • Delete the SWRoes folder.
    • Re-install ROES and see if it works
  • Delete the .roescache folder found in C:\Users\'your username'\. This folder contains files downloaded by ROES - like templates, borders etc. Sometimes there can be conflicts that cause issues.
    • Press the Windows Key (between Alt and Ctrl on the keyboard) and the 'r' key at the same time, this brings up the Run window.
    • Paste this in the box where it says Open: .roescache
    • Press Ok and it should open up the file manager to the .roescache folder - you should be seeing the contents of the .roescache folder.
    • Verify that you are inside the .roescache folder and delete the contents, or go up one level and just delete the entire .roescache folder.
    • Launch ROES and see if it works (no need to re-install).
  • Delete the qprints.properties file found in C:\Users\'your username'\.qprints. This file contains settings used by ROES that sometimes get corrupted.
    • Press the Windows Key (between Alt and Ctrl on the keyboard) and the 'r' key at the same time, this brings up the Run window.
    • Paste this in the box where it says Open: .qprints
    • Press Ok and it should open up the file manager to the .qprints folder.
    • Look for the qprints.properties file and delete it.
    • Launch ROES and see if it works (no need to re-install).

If you are still having trouble, please call us at (619) 796-3693.

Trouble Launching ROES? for Macs

If you are getting an error when launching ROES or if it just doesn't do anything, try the following:

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:
~/.ROESEngineCache

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

Re-install ROES.

If you are still having trouble, please call us at (619) 796-3693.

Color in ROES funky?

ROES is not color managed - if your images look different when you bring them into ROES it is probably because they are not sRGB. If they are not sRGB ROES will not display them accurately, but they should still print fine as our printers are fully color managed.

ROES acting weird, not launching properly or templates are not correct

Sometimes the ROES folder gets corrupt or just doesn't display templates correctly with updated files. If you are on a PC you can delete all the ROES files and re-launch and things should work. Simply go to the users directory - on Windows 7 it is generally C:/Users/your-username - then look for a folder called .roescache and delete it. You can also delete the .prolabprints.com folder. Then go back and launch ROES from our website. For Macs see the directions below "where is the .roescache folder in OS X?".

Image Files Are Grayed Out In Folder Dialog

OS X differs from Windows slightly in choosing images to work with. In ROES you should always choose a folder of images, however in Windows you can click on an image inside a folder and it will load all the images in that directory (and possibly sub-directories). In practice one should always stop at the folder level and choose the folder, selecting it and filling that folder’s images into the thumbnail area. A common mistake in OS X is to click too far and go into the folder, where the images are not available to select. Simply go back up a level, highlight the folder and click Choose.

Where is the .roescache folder in OS X?

Folders starting with a period, like the .roescache folder, are hidden in OS X. To access these hidden folders, you must do a direct go to via Finder. Open Finder and choose Go from the top menu, then choose Go to folder from the list. In the dialog that opens, enter:

~/.roescache

Press Enter and the folder’s contents will appear in a Finder window. You can select all and delete the contents to clear it if needed. You can also access the ‘.qprints.com’ folder the same way. Each of our ROES Client launch's will have its’ own folder for storage of preferences, old orders, auto-saved orders, packages and customer data.