FAQ


Getting Started
General Questions
General Software
ROES Software
My PhotoBook, My PhotoCalendar Software

Frequently Asked Questions

Getting Started

Q. Should I send in test prints to check my color calibration with your lab?
A. Yes, we find that this may help avoid color space and workflow issues.  You may send up to 3 files to be printed as 8x10’s for color calibration (no charge to you).  You can order these FREE test prints in our Digital ROES under "Evaluation Prints".

Q. Which of CPQ’s workflows should I start with?
A. We highly recommend one of our CPQ ROES client software applications to any digital photographer who wants to increase efficiency of their workflow, as well as sales.  CPQ ROES makes it easy to quickly order proofs/prints of all sizes, or to assemble beautiful albums or order creative press products.  Color by You for press products and studio controlled color. Color by CPQ for press products and lab controlled color. CPQ School/Volume for events and packages.  We also offer CPQ Creative Templates for album templates, pager and companion books.  More information about each software package can be found here.

Q.How do I get a CPQ Account Number to use with ROES?
A. To request a CPQ Account Number, please visit our New Customer Account Request form.

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General Questions

Q. How much do you charge for shipping?
A. The latest shipping information and terms are available in our downloadable service guide.

Q. What are your forms of payment/accepted credit cards?
A. We accept Mastercard, Visa, Discover, and American Express as a method of payment. Each order is charged to your credit card the day it is completed and shipped.  If you would like Open Terms, you would need to complete a credit application.  COD is available, however there is an added “COD Tag Fee” that is charged to each shipment that the customer is responsible for.

Q. What kind of printers do you use?  Why do you have more than one?
A. Depending on the print sizes requested and/or type of printing required, your order could be printed on one or more printers.  For Photographic paper (Kodak Endura and Endura Metallic) all prints 11x14 and smaller are printed on one of our KODAK RP30s. Prints larger than 11x14 will be printed on either a Durst Theta 51 or Theta 76 depending on the largest print size ordered.  The Zeta printers are used for all package work, and the Lambda76 is a wide format Photographic printer.

We use Epson wide-format inkjet printers for our direct-to-canvas and fine art applications (such as Gallery Wraps) using pigment-based UltraChrome archival inks. 

Finally, all Digital Publishing (four color presswork) is produced on the HP Indigo 5000 Digital Press.  These items include the press products (photobooks, calendars, greeting cards) as well as brochures and other commercial items.

Q. Do you support film?
A.Our film support ends December 31st, 2009.

Q. Do I need to calibrate to CPQ’s printers?
A. You do not calibrate directly to CPQ printers.  You calibrate your monitor to a standard and Neutral state, and we calibrate our printers to this same standard.  We recommend a Color Vision Spyder (Spyder2express) to help achieve this.  Do keep in mind the lighting you are using to view you monitor while calibrating can affect your outcome.  You can also request a CPQ color guide print (free of charge) to help with this process.

Q. What about Greeting Cards?  How are they printed?
A.
All of our extensive line of Greeting Cards are printed either on Kodak Professional Paper OR on one of our HP Indigo-based substrates (Linen, Pearl, or cover stock).  For cards that are folded or printed on both sides, they are always printed on the HP Indigo 5000 Digital Press.

We offer a wide range of card sizes, ranging from business cards to bookmarks and tri-folds.  Please see our Press Product Creator software section for a complete list.

Q. How are your Proof Books printed?
A.
Proof books are available in two distinct ways.  In CPQ ROES customers can order proof books printed on Kodak Professional Paper, and these are coil-bound with a Photographic cover page and even have the option of a black bonded leather folio that accommodates the Proof Book.  We offer these types of Proof Books in both 8x10 and 10x13 sizes.

We also offer Press-Printed Proof Books that have the advantage of double-sided printing.  These high-quality books are printed on the HP Indigo 5000 Digital Press, then they are bound into a hard cover that is available in a variety of colors.  We also offer UV coating as an option for additional protection.

Q. I want to order Black and White prints.  Should I not Grayscale images in Photoshop prior to sending them to you?
A.
You should not use the grayscale application if you are sending in files as B&W.  Grayscaling strips all the RGB value out of a file.  If you are using one of our ROES-based ordering clients, it is better to select the B&W option in the image options and allow us to control your output.

Q. I notice that I cannot combine Proof orders and Finished prints in the same order.  Why is this?
A.
Finished prints follow a different workflow that involves Quality Control (QC) in addition to printing and checking of the order prior to shipping.  For this reason Proof Orders and Reorders cannot be combined.

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General Software

Q. What types of software do you support?  Can I send in just a CD with images with an instruction sheet?
A.
At CPQ a vast majority of our customers rely on one or more of our ROES-based software clients to send in their work to the Lab.  These are all available as free downloads on our software page, and work well in both Windows and Mac-based operating systems.

For the School and Event Photographer, we offer CPQ Link.  It is a custom Windows-based (Vista compatible) software that merges the best of popular programs to produce a complete application that allows the photographer to determine the workflow that best suits their needs. Provides reporting functions and many other benefits.

We highly recommend the use of one of our approved software applications as it enables us to efficiently and correctly process your order – plus it enables you the customer to receive the best pricing available.

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ROES Software

Q.  How do I get stated with ROES software?
A. You can download our ROES client from our software page.  Java may take several seconds to start up and initially retrieve the resources it needs to run.  If a link is clicked repeatly, this delay will only increase, as several instances of the application start up.  If you visit CPQ web page – “downloads” and click Download Now, and your hard drive starts running.  At that time Java is starts and will take you through several prompts.  After loading, you may begin ordering right away.  Remember if this is your first order (no account yet) please enter NEWUSER in the area – under the My Information button.

Q.  What are the basics of Windows Java?
A. Windows Java Versions: Most Windows 7 and Vista systems came with Java 6 pre-installed. Generally this is the 32 bit version of Java 6 that runs in the base version of Internet Explorer. Since mid-April 2012, Java has been pushing out version 7 as an update. Both 6 and 7 are supported by ROES, the most current version can be obtained here. For Windows 7, most installations are 64 bit so installing both the 32 and 64 bit versions of Java are 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: Since Java 6 was released in most instances the desktop shortucts for ROES are automatically created in Windows. However, in case it is deleted or doesn't appear, you can open Java from Windows Control Panel and click View at the bottom of the General tab under Temporary Internet Files. This will bring up the Jaca Cached Applications Viewer. In this window you can find ROES, right-click on it and select Install Shortcuts.

Q.  What are the basics of Apple Java?
A. Apple Java Versions: Until recently, all Apple systems over the years came with a version of Java pre-installed. OS X 10.5 and higher are supported, and the Java version you have in OS X can vary on your system hardware - but all at least would have Java 5, with most able to use Java 6 in the basic 32 bit version. More current Apple systems with have Java 6 64 bit installed and set ast he primary Java to be used. With the release of Lion and the upcoming Mountain Lion, Apple has turned over much of the Java work to Oracle, and in some cases you may not have Java installed. The most current version/update for Java from Apple can be obtained here (OS X Lion 10.7 required). This is the most current version of Java 6, update 33, which is also what is current in Windows.

OS X Java Preferences/Control Panel - Clearing Java Applications, the Java Console, and other settings: The Java Preferences/Control Panel can be accessed via Java Preferences.app, found in Finder under Applications in Utilities. 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 the Network tab to get to the temporary files and settings. Click Delete Files 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, exit out of the Java 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: When ROES begins to run it will prompt to add the Desktop Application for it. Simply click Save to place it on the Desktop. However, in case it is deleted or doesn't appear, you can open Java Preferences.app, found in Finder under Applications in Utilities, and select the Network tab. Click View Cache Files at the bottom to bring up the Applications Viewer. In this window you can find ROES, right-click or Control-Click on it and select Install Shortcuts (click Close and OK to exit out).

Q.  Will ROES work with the Apple Java Update for OS X?
A.
Recently, Apple has issued a Java update as part of its Software Updates. While overall it may be best to avoid running the update and stay with Java 6, naturally many customers will run the update or have already done so. Our recommendation is to not install the update at this time.

What this update will do can vary based on OS X version and Java already installed. On a 10.7.5 system with Java 6 already loaded from Apple, it updated Java 6 to update 37 and all ran as expected. After updating the system to OS X 10.8 and running SoftWare Updates, Java is essentially removed from the browser along with Java Web Start from the system. The ROES desktop icons are left in place, but do not launch. Attempts to do so bring up an alert indicating a Java 6 install is needed. After launching Safari and trying from a web URL to launch ROES, an indicator in the Safari window lets you know a plug-in is missing. Clicking on this brings up a dialog that Java is needed and offers an OK and a More Info... button, which should be clicked. It will launch a new browser tab to Java's page at http://www.java.com/en/download/apple.jsp to install Java 7 from Oracle. The .dmg file should be downloaded and double clicking on it will install Java 7. At that point existing desktop icons for Template Tool and ROES Pro and Retail versions were able to be launched (though it prompted to replace the icons).

From a Safari window the applet kicking off the jnlp call did not function, so using the direct launch link to the jnlp file allowed normal start. As with Windows since Java 6, however, for a fresh launch of ROES on a new system there is no prompt to install the shortcut - it will automatically be created.

In terms of usage, one issue has arisen in that there was a very strong delay in searching for images using the Folder... or Add images button, trying to browse both local disk and SD Card. Clicking Cancel and coming back into the dialog via the same button seemed to speed things along, however (almost an immediate find of the folders/files). Once loaded into the pane, images added fine from the thumbnails area to products, and also worked fine dragging in from Finder, including batch drops of images. After standard order completion, ROES was able to transmit via FTP just fine, so there is no Java 7 FTP issue like in Windows 7.

Again, it is likely better to avoid the update for customers who have Java 6 now, but these steps should allow normal functionality if they have applied the updates. They may also prefer to use Finder as their image source, as the folder browse apparent failure on the first attempt may make customers think the software is not functioning properly (though there is a spinner to indicate it is working).

Additional information on Java for Mac can be found at http://www.java.com/en/download/faq/java_mac.xml.

Q.  I am unable to launch ROES, error Details list: Unsigned resource requesting unrestricted access to system. What can I do?
A. This issue began with the release of Java 7 update 5, and acknowledged by Java here. Via Windows Control Panel, open Java to get to the Java Control Panel and 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.

Q.  AVG Issue: The ROES download starts but the progress bar stalls downloading/verifying application. What can I do?
A. If after a fresh start of ROES (including after cleaning the Java Cache for the Unsigned Resource issue), the download may stall when trying to go back out to the web for verification of the signed program files. This is being caused by AVG's security application, specifically the Link Scanner module. Disabling the Link Scanner (unchecking the boxes that enable it) allows the fresh start to finish and launch properly. The latest AVG 2012 guide can be found here.

Q.  The ROES Client will not send my order to the lab. What can I do?
A. The most current send issue is with FTP and Java 7. Java changed their FTP calls in version 7, and in Windows, due to a bug in the operating system (specifically Windows Firewall), FTP fails. Many labs have changed to a new transmission method ROES offers, however most are still using the usually reliable FTP. The easiest fix may be to remove Java 7 and install Java 6, which can be obtained here. The other fix is to turn off the problem issue in Windows Firewall, which can be done via the following steps:

Click Start in Win 7/Vista, then choose All Programs, Accessories, and right-click on Command Prompt. Choose Run as Administrator in the list and the black command window will open. At the prompt type:

netsh advfirewall set global StatefulFTP disable

and press Enter. An 'OK' should appear below it and bounce back to a prompt. Then type

exit

and press Enter to formally quit the window. After that ROES orders should send OK via FTP. The command simply turns off a check in Windows Firewall that is causing the issue. The Java bug report can be seen here.

Q.  Where can I find additional information about the ROES software?
A. You can visit www.roes.co to help guide you through basic functionality and any issues you may encounter.

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My PhotoBook, My PhotoCalendar Software

Q. What types of Files can I use in these software versions?
A. You can use any type of image file to build your projects, such as .jpg, .gif, .png, etc. You should exercise caution in using extremely large files as they could slow the performance of your PC or MAC.

Q. Why are there two separate downloads? Why are they not in one application?
A. The .exe files are large downloads; therefore it made sense to have them as separate installations.

Q. I noticed that some of the screens and the Help button have the name DigiLabs. What is that in reference to?
A. DigiLabs is the Software Developer that produced this version of the MyPhotoBooks and MyCalendars and Cards for CPQ under a licensing agreement.

Q. You mention that my images using this program cannot be color-corrected by the Lab prior to printing my project. Why is this?
A. When you build your book, calendar, or card project using the MyPhotoBook or MyCalendar and Card application your order is rendered into a print-ready .pdf, which feeds directly to our order process and printing. Since these jobs are “flattened”, i.e., they become one file – we cannot easily correct colors. You should always use properly exposed images for these projects.

Q. What fonts can I use with these programs?
A. You can use any font that is loaded on your local PC or Mac. Otherwise there are no font limitations.

Q. I noticed that the Book Cover styles in the software are all black. How do I order a different-colored cover?
A. In the ORDER INFORMATION screen - where the user fills our his or her address, customer number, telephone, email, etc. – there is a blank at the end of the form called ORDER NOTES – this is where you should state your color preference. Leaving it blank may delay your order, as we will contact you for clarification.

Q. I am building a PhotoBook in this program, and have some images that are lower-resolution than others. Can I use these? How will I know if they are too small for the project?
A. Prior to uploading your project the software will display a report on your screen. If you have any empty nodes (blank boxes that need images and/or text in them), or images that are too small – they will be on the report. You should go back and fix these prior to uploading your project.

Q. Can I send you my completed project on a CD or DVD instead of uploading it to the lab?
A. This program currently only supports uploading jobs to the Lab over the Internet using the program. For building a Press product and sending the order by mail on CD/DVD, you should use the CPQ Press Product Creator.

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