What if I am attempting to send an order via ROES but am receiving an error message and/or the order will not transfer?

Question:

What if I am attempting to send an order via ROES but am receiving an error message and/or the order will not transfer?

Answer:

First, be assured, there are no partial orders using ROES - if the order does not complete sending, no information will be transferred. Please refer to these steps to resolve the issue:

1. Check all internet connectivity. Make sure the internet connection is strong enough to send the order. Your photos are large files which need a strong connection to transfer to us in a high quality. If the error "BROKEN PIPE" or "SOCKET WRITE ERROR" appears, this is based on connectivity. If you are using a wireless connection, attempt to connect directly to your internet source. If you are attempting to send from a secure network, such as a school, workplace, public wi-fi, library or other secure location, that locations Network firewall is more than likely blocking the transfer of the order. You will need to attempt to send from a different location or disable the firewall.
2. Attempt to temporarily disable your anti-virus/firewall program. Recent updates to several common antivirus programs have caused a temporary block on opening ROES - this occurs upon downloading and opening the program for the first time. Trust us - ROES is a 100% safe program for your computer to download and run. If you have any of these or any other antivirus programs. Please temporarily disable them and attempt to send your order. Each anti-virus program's website should offer tips on how to do this. However, if you should need further assistance, please contact our Customer Service.
3. Check your filenames/file locations. IF YOUR IMAGES ARE ON A CD, MEMORY STICK, or an EXTERNAL HARDDRIVE, make sure to move the images to a folder on your computers desktop prior to opening them in ROES. An error indicating a file cannot be found occurs if the location or name of the files inside your order has changed since that item has been added into the order. If the entire order is compromised, it needs to be recreated. If only a few files have the issue, remove those items from the order, reopen them in ROES and add them back into the order.

If all else fails, we recommend removing ROES completely and re-installing. Follow these steps to completely remove ROES from your computer.