What are the system requirements to run the ROES Client?
You should have a minimum 500MHz speed processor with 256MB RAM and the latest Java Runtime loaded from Sun, available here (Apple Java can be obtained here). Any Java capable system can be used, so Apple OS X 10.3 or higher, Linux, and all current versions of Windows will support the application. Be sure to maintain enough free drive space to build, save, and retain order files. There are Java download links to several versions on our Downloads page.

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, 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:

Windows XP Service Pack 2 – Settings of the new Windows Firewall can prevent the client from launching or creating an FTP connection. Try turning the firewall off or set it to prompt for exceptions such as FTP.
Various Anti-Virus Applications – We have found that the home use versions of the
Norton Internet Security/Anti virus and McAfee Security applications can prevent the client from starting. Try disabling these temporarily if the client will not start and turning them back on after successfully starting and installing shortcuts. To do this, open Control Panel and Administrative Tools and go into Services. Find the Norton or McAfee security services (proxy agent, firewall, network monitor, etc.),
right-click on them and select Stop.
Internet Explorer (IE) Security Settings – If set to high may block the ActiveX calls made during the client launch. Try resetting Internet Explorer’s security levels (found in IE under Tools – Internet Options – Security tab) to default.
Internet Explorer Pop-Up Blocker – This is a new option that installs with Windows XP SP2. Try turning this off in Internet Explorer under Tools – Pop-up Blocker.
Clear out your Internet Explorer cache – This can be done in IE under Tools – Internet Options. On the first tab, General, look in the center section marked Temporary Internet Files and select Delete Files. Click OK at the confirmation window, wait for the mouse pointer to return to normal from the hourglass,
and try the client launch again.
If you have run ROES before on the system and it is suddenly failing with an Invocation Exception error, after clearing out Temporary Internet Files in the steps above, remove the ROES application from Java Web Start to ensure a fresh download and install. Select Start - Run, type javaws.exe and press Enter. When the Java Web Application Viewer opens, find the ROES application for your lab and highlight it. In Java 1.4, select Application and Remove. In Java 1.5, click the button at the bottom to Remove Selected Application. This will remove the lab’s ROES from your system along with any desktop shortcuts. To reload, go to the lab’s web site in your browser and click on the ROES start link.

What if my order won’t upload correctly and it keeps timing out and giving me an error message?
You might have a weak upload connection that is timing out. The best thing to do is to split your order up into 2 or 3 separate orders and send them one at a time. You can let us know in the “Instructions” box on the Review Order page in ROES that you have multiple orders that you would like shipped together. Example: “1 of 3 orders, please ship together”…2 of 3 orders…”etc. Once we receive all of your orders we will combine them for shipping and only charge you once for the UPS fee. Please note that we can only combine shipping on UPS ship orders, so be sure to choose UPS shipping on all orders.

Before you have to start over and redo your orders to split them up, you can try a couple of other things: Make sure that you have all the latest updates on your computer including the latest version of JAVA – www.java.com. Delete your temporary Internet files. If you are on a wireless connection, plug your computer into a hard wire. Wireless connections can time out often when trying to send in a large order.

The ROES Client is giving an “Invalid Argument” error upon startup, but I have run it before. How do I get past this?
This is usually a corruption of the launch file downloaded when the client starts. Clean out your Internet Explorer cache/Temporary Internet Files as above and re-start the client launch.

The ROES Client begins to start but just vanishes from the screen leaving an hs_pid_error.txt file on my desktop. I have run it before, what causes this?
This can happen on Windows PC’s, it is caused by a Java corruption and can occur when you have several versions of Sun’s Java running on the system. When Java updates on Windows, it adds another version onto the system as opposed to simply upgrading the existing version. If this issue arises, open Control Panel on your system and open Add/Remove Programs. Find the Java Runtime versions on the system, then highlight each and remove them. Reboot the system and re-start the ROES Client from the lab’s web site, this will check for Java on the system and prompt for a download and install. You can also jump to Downloads page to do a manual download/install of Java’s latest version.

I have put images into a product but the Add to Order button is not selectable – how do I add it?
If you have added images into a product but cannot add the item to the order,
it means there is an empty image node somewhere. Hold down the ALT key (for PC) or the OPT key (for MAC) and the Add to Order button will become available with text “Add with Empty” and allow you to select it. You also may want to contact the lab to be sure there isn’t something you missed.

What characters cannot be used in image file names?
Kodak’s DP2 software will refuse certain characters, and while we filter most out in the ROES Client, it’s still best to not use apostrophes, commas, slashes or ampersands in image file names.

How can I create a ROES desktop shortcut if I skipped the option during the initial launch?
If you skipped the shortcut install, you can create the shortcuts from within Java Web Start's Application Cache Viewer. To get there, Click Start - Run and type javaws.exe and press Enter. Find the ROES application you want a shortcut for and right-click on it.
Select Install Shortcuts and they will be created. If using an older Java 1.4 version,
right clicking will not get a response (you may also need to click View and select
Downloaded Applications to see the right list). Instead, select the ROES application you want, click Application in the menu bar and select Create Shortcuts. To remove a shortcut, follow the same steps and select Uninstall/Remove Shortcuts.

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:

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.
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 use tiff images with the ROES Client, or just jpeg’s?
You may use both but not RAW.

I am seeing some images in the ROES Client turn dark, red, or not appearing at all when trying to put them into a product - what causes this?
Different cameras and their image extraction software will occasionally embed a non-RGB color space (like CMYK or proprietary ones) or add EXIF header data. In these cases, while the thumbnails appear fine, Java is unable to render the full image into a product - they will appear darkened, hued, or not render at all. This issue has occurred since the release of Java 1.5, so removing all Java versions and launching the ROES Client from your lab's web site link will prompt to install the final Java 1.4 version. Java 1.4 did not have any issues handling the non-standard color space and renders the image fine upon placement into a product. Converting these images to standard sRGB in Photoshop and/or removing the EXIF header data will allow the image to be rendered in a product.

My ROES order said “Sent. Thank you”, but I never received an email confirmation. Did you get my order?
First, check with us to make sure that we didn’t already receive your order. An email confirmation should be sent out about an hour after sending your order through ROES. The email address used to send the confirmation is the one found in your “My Information” in ROES.

Some reasons that we might not have received your order:

Make sure that you do not use any commas or apostrophes in your “My Company” info in ROES. This can cause the system to crash.
Make sure that you only send us JPG files -saved as RGB with standard compression or TIFF files - saved as rgb, flattened and NO compression.
Make sure that your order is not over 4 GB, which is our limit.

How can I recall a past order sent through ROES?
You can re-open an order already sent through ROES as a new order by clicking the "Open/Save" button at the bottom of the ROES main page and then choosing "Show Queued Orders". This will give you a list of past orders from the last 10 days that you have sent through ROES. (You can change the number of days to back up orders on the ROES main page under “Preferences”). Look for the one with the date you sent the order, high-light it and click "Open As New". You can then edit the order if necessary on the Review Order page before sending. This will create a whole new order with a new ROES number.

How should I set up my files to send to you?
We prefer 8bit sRGB or Adobe98 color space. We prefer JPEG files (make sure that they are baseline-standard compression) but also support TIFF files (make sure that they are flattened and saved with no compression). JPG files will upload much faster for you.

Here are some guidelines to optimize your prints:
4x6 – at least 800 x 1200 pixels
5x7 – at least 1000 x 1400 pixels
8x10 – at least 1600 x 2000 pixels
8x12 – at least 1600 x 2400 pixels
9x12 and up - at least 2000 x 3000 from at least a 6 megapixel digital camera.

Will you check the color on my files before printing?
We print by your choice in two ways:

AS IS, where we print an order exactly as we receive it (we recognize your color tags and carry them throughout the printing process).
Color Corrected, which is an order option at an additional $1 for each file, where we individually check color, density, and saturation of each image. You can choose the color correction option for your order on the Review Order page in ROES. Most photographers that choose our AS IS workflow choice are experienced in Photoshop and use hardware calibrated monitors with a color managed workflow.

Have you color calibrated your monitor? We feel that hardware calibration is the first step in color management. We use an X-rite monitor calibrator. A good source for Color Management practices and procedures is www.ephotopros.com. You might want to consider choosing our color correction option until you are certain that your monitor is showing you accurate color.

Do you offer custom size printing?
Sure! We can print any size on our photographic papers (matte, glossy, pearl) up to 48”x96” and any size on our fine art and canvas paper up to 40”x60”. You will just want to set up your files to fit one of our standard print sizes. For example, is you need a 22x35 print, size your file to 22x35 in Photoshop and then add a canvas to make the file a 24x36. Then you will order the 24x35 print size. You can trim off the extra canvas to make your print the necessary 22x35, or ask up to do it in the Instructions box on the Review Order page in ROES (only $2.00 per cut).

What is your printing process?
Our photographic prints (matte, glossy, pearl) sizes up to 12x36 are printed on our Noritsu printer. The larger photographic print sizes (larger than 12x36 and up to 48x96) are printed on our Chromira printer. Both printers are a photographic process, just for different paper formats. They are silver halide, also referred to as c-prints or RA-prints.

We do have an inkjet process for our Fine Art and Canvas papers – we use an Epson 9800 printer. This uses Epson Ultrachrome K3 archival inks and prints on: Fine Art paper which is a watercolor paper - Hahnemuhle Photo Rag 308gsm (19mil) and Canvas paper – Epson PremierArt Water Resistant Canvas 350gsm (19mil).

Can I FTP or email an image to you for printing?
Actually, you will want to use our Remote Order Entry System (ROES). It’s a free download and it has a lot of important prep tools foremost among them a live cropping tool. You will be able to order all of our products through ROES. It works sort of like an FTP and sends your order to us over the internet with your files.

What if I need to make a change to an order that is already in process?
To reduce errors, our system relies on a degree of automation that actually makes it very difficult for us to make changes once we’ve received an order. We’ve found it best to cancel the current order and ask you to upload a new order with the correct information. I hope this inconvenience is offset by the peace of mind you’ll have knowing that your order is correct. We will cancel your current charges if that’s what you instruct us to do. Please note that our turnaround times are sometimes very fast, so your order might already be completed and on its way to you before you request a change. Once your order enters our shipping department, we are unable to cancel it.

With that said, we can change the quantity of prints ordered or remove a print from an order. We’re happy to make the change, but it’s a bit complicated because it involves not only our lab but also our billing department so we do have a $10 fee to do this. If there is still time to process a cancellation, you can correct the order yourself and place it again using ROES.

What if I don’t see the options I need on your templates?
Our graphic designers establish the right proportionality between borders and image areas and also the right range of type sizes to maintain the elegant look and feel. So for the sake of design and to minimize complaints, we limit elements like type size to sizes recommended to us by our designers.

What if I want to have a copy of the color correction changes you made to my images from my ROES order?
A CD of any ROES order is available for $10.00. Please note that we only keep orders on file for 2 weeks after an order has been completed.

Do you offer any volume discounts?
We offer volume discounts when you order multiple prints from the same image (versus, let’s say, 50 prints from 50 different images). Many volume discounts are offered in ROES. For example, if you order (1) 8x10 matte print, the price is $1.89. If you order (100) 8x10 matte prints of the same file, the prints are only $1.29 each. Please contact us with any additional questions you may have about volume discounts.

How do I delete photos from ROES once I’ve uploaded them to you?
Actually, our ROES software never “takes” or “stores” your photos on our system. Instead, it displays photos just like your computer browser displays photos. Your photos are still in your folders on your computer. The right side of your screen in ROES where you see your images only acts as a browser to your computer, so that you may preview the thumbnails to order prints.

You can go into your “Preferences” button at the bottom of the ROES main page and UN-click “Remember last folder used between launches”. Then when you close out and open back up ROES you will not show any images on the right side until you choose “Folder”.

Can I open an account with you?
We’ve largely eliminated open accounts mainly because of the brisk flow of orders in and out of our national lab. Believe it or not, we operate with credit cards from dozens of Universities and even with fairly inflexible companies. However, if simply not possible, we need to know the amount you wish to purchase on account and get it an okay from our finance department.

How long will it take to upload an order to you?
It will depend on the file size of your order and the connection speed that you are on. You can use our Speed Test and Photo Calculator found on our website to get an idea of how long your order will take to upload.

Is ROES secure enough to send my credit card information to you?
Of course. All personal data is sent via https using Secure Socket Layer 128-bit encryption. We have a SSL Certificate from Thawte.

What paper surface should I choose for my prints?
We find that most pros that use our lab stick with one photographic surface, where matte is very common. This is especially true for portraits. We offer only one matte photographic paper, Fuji Crystal Archive, which is the best matte paper on the market. If you desire a glossy surface, then we have two choices: glossy and pearl (which is Fuji’s metallic paper).

The best way for you to decide which paper surface is right for you, is for you to order a myPhotopipe paper sampler through ROES. We will give you some free samples of all of our paper surfaces (matte, glossy, pearl, fine art and canvas) – you just cover the shipping. You can find this in ROES, under “ Products” – “Catalogs” – “myPhotopipe Paper Sampler”.

Can I remove the pricing in ROES so that I can show my customers the template available?
There is a way in ROES to omit the pricing on the templates of all products. Open your “ Preferences” on the ROES main page and UN-click “show Prices”. Then restart your ROES. This will omit all the pricing on all products in the products catalog. Be sure not to click on “Review Order” because the prices will show correctly there.

Is there a faster way to order a group of photos in ROES, or do I have to individually drag and crop each photo into the template?
You can highlight the contents of a folder in ROES and drag your selection of images into the size template of your choice all at once. This will prompt you about adding them to your queue automatically, but be careful. You will not be able to adjust each crop individually so check them carefully on the Review Order page and make any necessary adjustments before submitting your order.

What if I don’t want any cropping on my image when I print?
We offer a “Print to Fit” option. Our software fits the longest dimension of your photo to the paper you’ve selected and lets the other dimension float. You will receive a print with a white border somewhere (top or bottom) but you won’t lose any of your image. In ROES, you will find this option on the row of 8 icons below the template (check the third from the right – “ Crop or Fit”). Double check your template with your image in ROES – what you see is what you get.

Do I not need to upscale my file for enlarging before sending it to you for printing?
We recommend letting us handle the upscaling. As long as you provide us with at least a 2000x3000 pixel file from at least a 6 megapixel camera, then we are golden! ROES will let you drag your original file into the size template of your choice to choose your crop. Then once we receive the order, our software will upscale as necessary.

Do you offer any imprinting on photos, like a studio name for example?
We do not offer any imprinting on photos. We can add the studio name digitally in Photoshop if necessary, but this could get expensive if there are many files. (Photoshop fee minimum = $22.50).

We do offer copyright/backprinting on photographic prints smaller than 12x36. You can choose this option in ROES on the Review Order page. Only up to 32 characters long.

Do you offer wallet prints?
Yes. You can order this under our Photographic Prints catalogs under “ 2up 4x6” and “8up 8x10”. The wallets are sized at 2.43” x 3.5”.

Do you offer film processing?
No, we do not process film anymore…but we can still scan in your old film and make prints that way. You may mail your film to the Atlanta address with an order form included, which you may download here: http://www.myphotopipe.com/pdf/Mail_In_Form.pdf

Why do the Fine Art and Canvas prints take so much longer than the Photographic prints?
The Fine Art and Canvas prints are an inkjet process. In order to provide a quality product, we print and then let the inks dry overnight. Then we must use a protective spray with must dry overnight as well.

Do you offer any referral discounts?
We do not offer any referral discounts at this time, but as a community of photographers, we appreciate your referral.

Can you print nude images?
We do process boudoir photography. We have several professionals who specialize in this. Our policy is to reject photography where there is purposeful contact with the genitals’ or where the primary focus of the image is the genital area.

Where is the Atlanta main office located?
We are on the I85 access road southbound between Clairmont and North Druid Hills. Take the Clairmont exit (exit 91), and do not turn on Clairmont, but proceed southbound on the access road. We are about ½ mile down the road, in the NTB building (National Tire and Battery).

The sign for NTB is blue with yellow letters at the street level and on the building. Turn right into the driveway, left across the front of the building, and we are the first suite behind NTB in the same building.

We are open 8:30 to 5:30 Monday through Friday.

Getting Started:	Get Started \| Prices \| Print Options \| Order Form PDF
Our Products:	Photographic Prints \| FolioPrints \| Multi-photo \| Panoramics \| Canvas and Fine Art \| Gallery Wraps \| Frames \| Mounting PRPrints \| Greeting Cards \| Proof Books \| Contact Sheets \| Photo Books \| Calendars \| Sell Your Photos Online
Print Processing:	Print Options \| Ordering Perfect Prints \| Scanning & Other Services
About Us:	Contact \| About Us \| News & Releases \| Terms & Conditions
Resources:	ROES FAQs \| Shipping FAQs \| Speed Test \| Download ICC Profiles \| Links