Support FAQ

What are the system requirements to run the LenzartROES Client?
There are only minimal system requirements to run this software. As with any program, the faster the computer, the faster and more efficient LenzartROES will run. You do need a broadband internet (DSL or Cable) connection since LenzartROES will use your connection to upload the orders to us.

PC users – You must have WinXP/Vista/7/8 installed on your PC.  We also recommend at least 1 GB of RAM. 

MAC users – You must have at least OS 10.6.8 installed on your MAC.  We also recommend at least 1 GB of RAM. 

All users –  You need JAVA installed on your system since that is what LenzartROES uses to run.

What are some reasons the LenzartROES Client won’t start or may not transmit to the lab?
There are several possible reasons why the Lenzart 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:

1. 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.

2. Various Anti-Virus Applications – We have found that the home use versions of the Norton Internet Security/Antivirus 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.

3. 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.

4. 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.

5. 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.

6. If you have run Lenzart 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 Lenzart ROES application from Java Web Start to ensure a fresh download and install. Select Start – Run, type ‘javaws -viewer’ and press Enter. When the Java Web Application Viewer opens, find the Lenzart ROES application and highlight it, then click the red ‘X’ button in the toolbar to remove the application. To reload, go to the lab’s web site in your browser and click on the ROES start link.

The Lenzart 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 Lenzart 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.
What characters cannot be used in image file names or text nodes?
Our print production software will refuse certain characters. It is best to avoid the use of apostrophes, commas, slashes, ampersands and tildes when filling in a text node, special instructions and/or in image file names.
How can I create a Lenzart 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 on a PC, Click Start – Run and type ‘javaws -viewer’ 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.
I am seeing some images in the Lenzart 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 colorspace (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. 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.


«Back to Support or «Back to Order via Lenzart ROES