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Software Troubleshooting

/Software Troubleshooting
Software Troubleshooting 2018-04-19T09:46:38+00:00

Software Troubleshooting

This is because when you click ‘Add Images’ SOOS wants you to choose the folder containing your images – not the individual files. Navigate to the folder containing your photos, highlight the folder and then click ‘Open’ this will import all of the images from that folder into the ordering window. Only .jpegs and some configurations of .tiff files can be imported.

You will receive two emails once your order has been placed. The first will be a payment confirmation and the second will be an order confirmation. When you have received both emails your order has been received successfully. (Please allow 10 minutes after your order has been fully sent for the second confirmation email to arrive).

If you do not receive your second order confirmation email, please check the following before contacting us:

  • Check that your credit card payment has been approved in the payment confirmation email.
  • Make sure the Streets Online Ordering Software was not shut down prior to the upload being complete.
  • If you are ordering images from an external device like a USB or CD, make sure these are not removed until the upload is complete (or change file locations or filenames during the ordering process).
  • Click “Show Order” next to the upload to confirm your email address was entered correctly.

If you are concerned your order has not been received, please contact us to discuss further.

SOOS(roes) is designed for fast and easy ordering. The software is not colour managed and uses lower resolution previews of your images for proofing only. This makes the software much faster during the ordering process. For an accurate preview of your file please use colour managed software on a calibrated monitor.

Colour Management

Click on the apple in the top left hand corner, go to System Preferences > Security & Privacy > General and change the following setting:
Under the section labelled Allow applications downloaded from: select Anywhere. On the prompt that appears, click Allow From Anywhere. Be sure to revert this setting after the install is complete.

OR

When opening the downloaded launch.dmg file right click instead and click open. When the error comes up you will have an option to ‘open anyway’.

The first thing you will need to check is that you have Java installed and up to date.

If you are still having difficulty with the software install please call us on (07) 3155 2169 (Mon-Fri 8am-4:30pm) – It helps to be in front of your computer so we can get you started. Alternatively you can type in your problem or error at the ROES Help Desk to find the best solution. If all else fails please download the Java version of our software here.

Streets Imaging has a minimum order of $10.00. Once your order totals more that $10 worth of product the $5.00 invoice charge will disappear – if it still appears at the bottom of your invoice and your order is over $10 you will find it has been not included in the total. The invoice charge is there to cover the costs that are involved in processing your order.

Check to make sure your internet is connected and working well and if it is, the next thing to check would be to see if you have a firewall enabled that is preventing the software from uploading.

If you are ordering images from an external device like a USB or CD, make sure these are not removed until the upload is complete (or change file locations during the ordering process)

If you need to cancel your order please contact the lab as soon as possible by email or by phone. If your order has already begun production it is too late to cancel the order and no refund will be given. Please choose and check your files carefully prior to submitting your order and double check your shopping cart to make sure you have everything you need.

Files can be replaced providing we receive the replacement file before production begins. If you have simply missed prints from your order these will need to be placed as a new order.

No, please leave the default account number as 99999.

If you require custom templates built for your ordering purposes please contact us.

Make sure payment details have been entered correctly and all fields have been filled out – if everything is correct with your details then this error is due to an incompatibility with the Java 8 update 5 and our software on your . Shutdown the Streets Online Ordering Software and go to the Java website to install the latest update.

Restart your computer and reopen the Streets software and try to process your order again. If the same error comes up you will need to uninstall and reinstall the software using the following steps…

  1. Delete the app from the applications folder. It will end in .app
    Finder->Go->Applications find the app and delete it.
  2. Delete the desktop shortcut/alias.
  3. Delete the .ROESEngineCache
    -Finder->Go->Go to Folder
    -When the window opens up, put in: ~/.ROESEngineCache
    -Highlight all files and folders and Move to Trash.
  4. Clear the roescache folder.
    – Finder->Go->Go to Folder
    – When the window opens up, put in: ~/.roescache
    – Click Go. The contents of the .roescache folder will be displayed.
    – Highlight all files and folders and Move to Trash.
  5. Clear the .StreetsImagingAC folder. The name is specific to the lab and should be obvious.
    – Finder->Go->Go to Folder
    – Click Go.
    – Highlight all files and folders and Move to Trash.
  6. Reinstall the ROES Client using this link
Visit the Softworks Roes help desk if you need help with our online photo ordering software