FAQ

Any questions you may have regarding NC TriColor, ROES, Tracking an Order, Your Account, Files and anything in between should be found here. If you can't find it, please contact us.

ROES Digital Manager

 

Submitting and Tracking Orders

Account Information

File/Image Basics

NC TriColor

 

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Where can I find a tutorial for ROES Digital Manager?

You can view a video tutorial for help using the ROES Digital Manager at

http://www.softworkssystems2.com/NewSite/video/ROES%20Pro_basic_ordering%20with%20voice/ROES%20Retail_basic_ordering%20with%20voice.html?KeepThis=true&TB_iframe=true&height=480&width=640

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How Do I submit Digital Files?

Going digital creates new and exciting possibilities for you and your customer. It opens new creative avenues and profitability if done properly. The information provided on this sheet explains how we except and print your files. Our aim is to deliver a finished product that you have come to expect from a professional lab and not available from a super-center. Calibration is done for the sole purpose of making sure that your are white balancing, and exposing your files properly. Always leave the color correction to us. It's what you pay us for. So let's talk about how to shoot, view, and send your digital files.

1. Always, without question, shoot, view, and save digital files in sRGB.

sRGB is the common color space that photographic printers use. By using Abobe98 or another color space is setting you and your lab up for failure. Viewing and saving your digital files in a color space other than sRGB means that you are viewing and expecting a print back that cannot be made. Any Pro Lab using photographic paper receiving a color space other than sRGB will convert the file automatically to sRGB and you will receive a print that looks nothing like your monitor. So shooting, viewing, saving and finally printing in sRGB will get you the best results.

2. TIFF or JPG

To us it does not matter. Both will print just fine on our system. There has been much talk lately about the quality of JPG. We have run our own test and found that yes if you re-save a JPG many times you may see a slight loss in highlight on a strand of hair. In other words not enough to make a big deal over. What we suggest is that if you shoot in JPG send us the JPG file, if you shoot in TIFF then send us the TIFF file. We do not convert RAW files and only recommend that you shoot in RAW if you are having exposure problems or working a special job that will require changes in color temp. Properly white balanced and exposed digital files in either JPG or TIFF will render you great results without having to convert and color manage a bunch of RAW files.

3. Balance your monitor

A properly balanced monitor is needed no matter what lab you use. We hope that you will see the value in using NC TriColor Imaging, and that is why we will provide every studio with a free uncorrected 8x10 for the purpose of calibrating your monitor. We recommend a CRT (tube) monitor vs. LCD. There are some very expensive LCD's out there that can be calibrated, although any lab you go into, you will find color correction operators on CRT monitors. For this reason we believe that using a CRT gets you more in line with what the lab sees. To Calibrate your monitor, first make sure that your monitor is set to 6500K not 5500K. Select 2 or 3 files that you believe are properly exposed, color balanced and overall just look good on your monitor. These images should be at least one of each a High Key image or an outdoor image and a Low Key image or an indoor image. Next upload these images to ROES as a 5x7 and with the "Order Review" section click on "Instructions" and note that this is for your Monitor Calibration Test. We will print the files with no corrections and return it to you. Next, bring the files up to your monitor with the images open on the screen and adjust the brightness, contrast, and color to match the 5x7. Once you have done this you are balanced to the lab. You can either save the images in a file on your computer or burn it on a CD because you will want to calibrate your monitor once a month.

4. Other tidbits about our printing

We print on Fuji Crystal Archive Professional Paper. We do not print with Ink jet, or on consumer paper like the super-centers. Consumer papers are for making contrasty, vibrant sky, grass and colors. Professional paper is designed for professional photographers looking to reproduce accurate skin tones. Photographic paper and our system needs only a 300dpi image. Giving us any more makes for a larger file but not a better print. So save your disk space. Always submit your files in 8 bit color only. A 16 bit file cannot be viewed on our system and has to be converted by an artist in Photoshop before printing. This adds time and expense to your order. Do not send unflattened PSD (Photoshop) files or LZW compressed files.

5. Let us do the color and density corrections.

The idea of balancing all your equipment is not so that you will be able or even want to correct all your own files. This is what we do. This is what you pay us for. This is what we're good at. Always let the lab do the correction. The reason for all this calibration is so that you can see if your files are properly exposed. Everyone knows that digital has a very little exposure latitude similar to E-6 (slides). For this reason it is more necessary than ever to expose your digital files properly. Now with properly balanced equipment you will know if your nailing your exposures or if your exposure and/or white balance needs a little tweak.

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How do I get my Account/Customer number?

Very soon you will be able to look up your account number from the customer activities page of the NC TriColor website. If you need assistance please contact customer service at (800) 695-4547.

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How do I track an order? Is my order complete?

You can track any individual order from any page of the NC TriColor Imaging website. Also when you receive an order confirmation email there is a link to track your orders status. You may track the status of all your orders for the past 30 days by using the order tracking link on the Customer Activities Page of the NC TriColor Imaging Website. The tracking information not only allows you to see if the order is complete, but you are able to track its progress at every step of production in the lab. When orders reach "Billing" they are considered complete.

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I'd like to make a change or cancel and order.

If after you submit an order and you need to cancel or make changes to the order, please use the Change Order Request form which is available 24 hours a day. You can also find the Change Order Request form in the Client Access section of the NC TriColor website.

By using this form, the information goes directly to the department that needs the information. Please do not leave order changes on the customer service voice mail as the order may get printed before we receive the change request.

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Can I reorder prints from a previous order?

Our Change Order Request form, which is available 24 hours a day, can assist in placing reorders from a previous order you had made with us. You can also find the Change Order Request form in the Client Access section of the NC TriColor website.

By using this form, the information goes directly to the department that needs the information. Please do not leave order changes on the customer service voice mail as the order may get printed before we receive the change request.

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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 -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. If using an older Java version, right clicking may 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.

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What are the System Requirements & Recommendations to run the ROES Client?

ROES can run on Windows XP, Vista, 7, 8 or Server versions beyond 2003; Apple OS X 10.5 or later; or Linux. Java 6 or 7 is required from Java's web site, though most systems have Java installed already from the manufacturer. A few quick tips:

-Do accept the desktop icon prompt so you can easily find ROES again.
-Be sure to enter in all your information in the first window that opens, if fields are available.
-After clicking the Folder... or Add Images buttons to put images in the thumbnail area, do not try to choose images as they may be grayed out, select the folder that contains them. In a pinch, you can always drag images in from a Computer or Finder window directly into ROES products.
-Be sure you do not rename or move the images once they are added to your order. The images are not collected into the ROES order file until time of completion, so removing a CD or sd card can cause a failure.
-Never try to launch more than one of the same ROES at a time. You can begin a new order in the same session while the recent one is transmitting in the background.
-Remember to exit ROES when you are done. At startup the next time ROES will look for the most current version and products list from your lab.

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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:

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 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.

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What characters cannot be used in image file names?

Roes will refuse certain characters, and while we filter most out in the ROES Client, it’s still best to not use apostrophes, commas, slashes, periods, dashes or ampersands in image file names. If your file names have special characters, your order will not process.

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I'm trying to upload an order but ROES fails to connect to the server.

There can be a number of reasons for ROES to fail to connect to the server including server maintenance, Internet outages and environmental conditions. However ROES is designed to automatically reconnect every few minutes, and will try for up to an hour. You can edit the defaults of how often and how long it tries to reconnect to the server by changing the preferences in your ROES client, under the "PREFERENCES" tab. If after 1 hour you are still unable to connect please contact customer service at (800) 695-4547.

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ROES will not install

There are several possible reasons why the ROES will not start up, or in
some cases not transmit to the lab. We have found it best to go through this list
in order and finish with clearing out your Temporary Internet Files.

1. Windows XP Service Pack 2: Setting of the new Windows Firewall can
prevent the client from launching or creating an FTP connection. Try
turning off the Firewall or setting it to prompt for exceptions such as FTP.

2. Various Anti-Virus Applications: We have found that the home versions
of the Norton Internet Security/Antivirus and McAfee Security applications
can prevent the client from starting. Try disabling these temporarily if the
ROES 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, right click on them and select stop.

3. Internet Security (IE) Security Settings: If set to high may block the
ActiveX calls made during the ROES launch. Try resetting Internet
Explorer’s security levels (found in IE under Tool-Internet Options-Security
tab) to default.

4. Internet Explorer Pop-up Blocker: This is a new feature that installs
with Windows XP SP2. Try turning this off on 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 General tab, look in the section marked
Browsing History and click on Delete tab. The section marked Temporary
Internet Files, click on the Delete files tab. Click OK on the confirmation
window, then click Close on the window. Here are other ways to clear out
your cache:

PC Internet Explorer: Tools, Internet Options, General Tab, Delete Files

Mac Internet Explorer: Explorer, Preferences, "Web Browser" section, Advanced Options, Empty Cache

PC and Mac Netscape: Edit, Preferences, Advanced, Cache, Clear Cache

PC and Mac Firefox: Tools, Options, Privacy, Cache, Clear Cache

PC and Mac Safari: Empty Cache

Once you've cleared your cache, restart your computer.

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Do I have to add proofs in one at a time?

Right click (or ctrl-click on the mac) on one of your images and choose Select All. Now you can drag and drop into the template and it will ask you if you wish to add them all at once. The same system can be applied to proof pages as well. Please note that until you right click and choose Select None, all your images will still be highlighted even after you've added them.

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I need an image retouched. How can I request digital art?

This is done through the Options panel, under the Digital Art tab. The most common art charges are listed, simply check the option you want. If you need to provide additional instruction, type them in the bottom box. For Digital art that requires a source file navigate to the file on your system and it will be uploaded with your order.

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Can I edit a lab template or create my own template using pager?

The Pager is our newest add-on module for use by the studio in the ROES Client. This powerful new tool will allow you to completely modify products specified by the lab – nodes can be moved, added, deleted, re-sized, or rotated and set to accept images, text, or backgrounds the photographer would like to add! The ability to add text colors, image opacity, drop shadows and grid constraints will give your customers the freedom to create their own unique products.

Image strokes and fill colors can be added automatically via a color scheme and size selection window. Any new products created in the Client can be stored locally for future use. The ROES Client automatically converts the new products’ attributes into job text that will be read into our server when the order arrives at the lab.

Drawing New Image & Text Nodes
Create, Arrange Multiple Nodes at once with Montage
Import Photoshop PSD Files
Use Grid Lines
Apply Color Stokes to Nodes
Apply Fill Colors to Nodes
Apply Node Options
Apply Opacity to Products
Apply Drop Shadows with Opacity, Blur and X&Y
Use Studio Masks
Apply Different Fonts & Color to Text
Save Modified or Created Templates for Later Use
Create Text Nodes based on Studio Supplied Local Fonts

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Having trouble with ROES on your Mac after running the Java 10.5.7 Update?

On June 16, 2009 Apple deployed an update to OS X 10.5.7 for Java via Software Updates. This update has performed some restructuring of the folder path to Java Web Start, and fails to retain the file in its expected path of Applications - Utilities. Attempting to launch a ROES shortcut results in the icon bouncing on the dock and nothing else occurring.

To resolve these start-up errors, using Finder go into the local hard drive and System - Library - CoreServices. Locate Java Web Start.app and copy it to the clipboard, then paste it into the Utilities folder under Applications. Using a web browser, go to the lab's web site and launch ROES. During the start-up process, 2 warning windows will display - one to trust the application and another to allow it unrestricted access to the system. Click OK to both of these and ROES should open as normal.

Shortcuts:

Core 2 Duo Systems: To get a new shortcut, open Java Preferences.app from the same Utilities folder and click the Network tab, then click View cache at the lower right to bring up the Java Cache Viewer. Use the menu or icon to create a desktop application or shortcut as desired.

Core Duo and Non-Intel Mac: Shortcuts seem to be able to be created but WILL NOT EXECUTE. You must run from the lab's ROES link on their web site or from their ROES listed in the Java Cache Viewer, accessed from Finder in Applications - Utilities and open Java Preferences.app. In the Network tab, click View to open the Java applications list. The launch.jnlp file that is downloaded and put on your desktop to launch ROES can serve as a temporary shortcut. You can rename it WHCC-ROES.jnlp if you'd like, and when double clicked on it will launch ROES.

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Is there a minimum charge when I order through NC TriColor?

Yes. All orders require a minimum charge of $5.00 with the exception of School & Sports being $20.00 and Proofing at $8.00.  Included with minimum charge, our Press Catalog requires a minimum quantity of 12 (for example 12 Postcards or 12 Business Cards).

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Is shipping included in the cost?

Orders under $50.00 will receive a $4.00 shipping fee, however we can hold on to your orders until the total amounts to $50.00 or more which will waive the shipping cost. Mounted images larger than 30x30 require a $20 shipping fee. These apply to professional photographers ONLY.

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What types of photographic paper do you use?

NC TriColor Imaging prints exclusively on Fuji professional photographic paper. We recommend all C-41 Kodak & Fuji Professional Films. Our default paper type is Luster or E-Surface paper. Additional options include Metallic.

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What are your hours of operation?

Our business hours are 9:00 am to 5:00 pm Eastern Standard Time, Monday through Friday. Orders received after 12:00 noon will be counted as being received on the next business day.

We will be closed for the following holidays:

Good Friday
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Friday after Thanksgiving
Christmas Day until New Years Day

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When will my order be finished?

Orders received after 12:00 Noon will be count as received on the following business day.

Small Prints (up to 12×12) : 1 Day
Large Prints (16×16 to 30×40) : 2 Days
Mounting : + 1 Day
Texture : + 1 Day
Spray : + 1 Day
Gallery Wraps & Stretcher Frames : + 1 Day
Press Products : 3 Days

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Do you offer Studio Samples?

NC TriColor is happy to help you promote your business by offering new products. To this end we offer a year round 20% discount on all prints for studio sample. Studio Samples are products intended to promote your business and are not intended for resale. To request a studio sample just place it in the special instructions of the ROES Digital Manager.

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I am eligible for Tax Exemption, how do I set that up with NC TriColor?

If you are Tax Exempt, you can download the Tax Exemption Form from the Downloads page or go to the State Website to download the PDF. Once you have faxed the form to us at (919) 833-2338, then you can check the Tax Exempt box when ordering through the ROES Digital Manager and we can have all orders exempt from taxes.

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What forms of payment do you accept?

We accept Master Card, Visa, American Express, Discover, Cash and Check

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I have a coupon code, where do I add it?

We are working on including a Coupon Code area within our ROES system, until that time please add your code to the Special Instructions section in ROES. You can locate Special Instructions once you are on the Review Order page of ROES.

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I upgraded to Mt. Lion and now I am asked to continuously enter my Information in ROES, how do I fix this?

To resolve this, please follow these steps:

STEP 1. Go to the Finder.and open it. Within Finder, choose Go from the top menu, then choose Go to folder from the list. In the dialog that opens, enter: ~/.nctricolor

Press Enter and the folder’s contents will appear in a Finder window.

STEP 2. Delete both the "customer.XML" and "customerbackup.XML" within the ".NCTriColor" Folder.

STEP 3. You will then need to relaunch ROES from our Website, by going to www.nctricolor.com and then clicking on the ROES icon on the Right, or you can go directly to the download page from this link http://www.softworksroes.com/ROES/labs/NCTriColor2/index.html.

STEP 4. You will probably have to enter your Information the first time you Open/Run ROES. To test if it is working, close it and start it again to see if you will need to reenter it.

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What ROES users need to know about the 1/11/13 Java 7 Security Alert!

ROES and Java Security Concerns

This past Friday Java made major news as several security groups released information on a zero day exploit that was in the current editions of Java 7. The security groups, including the US-CERT government agency, recommended disabling Java in browsers. While this is not the first time such a recommendation has been made - Apple had already done so via Software Updates and the new OS X 10.8 from past reported issues with Java - this new alert/issue is receiving greater attention since it is based on a previous weakness thought to have been patched (thus exploit kits are already written, in use on hacked web sites and available to be used elsewhere). There have been a number of these Java alerts over the last year or more; since Java is multi-platform (Windows, Mac and Linux) malware writers have looked to use it to try and get onto as many machines as possible to spread infections, install keystroke loggers and steal data.

Oracle has Java 7 Update 11, which contains a patch for this exploit, ready for wide release via Java.com, with the pre-release available here. The Java 7 Update 11 page lists the specific US-CERT alert, in the details for the update (more specific notes here).

As far as ROES is concerned, disabling Java in a browser is not the same as removing Java, and ROES will still run and start for new customer systems (although it likely adds an additional step when launching from a link on a web site, double-clicking on the launch.jnlp after it is downloaded). Each ROES start link has an index page that calls for it do download a launch.jnlp file, which is the real 'start' file for the ROES program. The launch.jnlp file is then executed via Java Web Start, an application provided as part of the Java install that registers with the local operating system to handle ".jnlp" files. So when a browser downloads a .jnlp file it hands it over to Java Web Start which before launching the application, unlike a browser launching an applet, will go through the following steps:

- Java Web Start ensures that the ".jnlp" file it was handed is consistent with the version on the server.
- Java Web Start then makes sure that all the jars references in the .jnlp are current and are validly signed by the author, ensuring their integrity.
- Java Web Start then prompts the user to authorize the application to access the resources on the machine that it is requesting access to.

Only if the application is in a valid state and its launch has been authorized by the user will Java Web Start then launch the application in the Java Runtime Environment.

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MAC Users & the 2/1/2013 Java Fix

The best bet is to go to OS X 10.8. OS X 10.8 is their latest operating system and ideally Apple wants everyone on it. Updating to 10.8 is fairly simple (though some older systems may not qualify, see Apple's tech specs on supported models at http://www.apple.com/osx/how-to-upgrade/), and can be done via the App Store for $19.99. After the update to 10.8, visiting Java.com to get Java 7 from Oracle will complete the needed updating (best to delete existing ROES shortcuts from the desktop and launch from web site URL to restore).

If you do not have OS X 10.8, Apple released an update to Java 6, listed as update 39 (which matches the latest Oracle Java 6 edition, also released yesterday), for OS X 10.6.8 Lion systems. The update is available at http://support.apple.com/kb/DL1573?viewlocale=en_US&locale=en_US. Installing the new version should negate the need for customers with 10.6.8 to upgrade to 10.8 at this time.

ALSO:

1) Old desktop shortucts should just be deleted as they likely will be looking for Java 6, and these will fail. After updating, ROES should be started from the lab web site link (all preferences and saved info get retained). If you have had us set a .png file for your desktop icons, Java 7 in OS X will show an error creating the desktop shortcut at first launch (there is generally no longer a prompt to create one, a carry-over bug from Java 6 and 7 in Windows). Using a .jpg or .gif works better, and the next update to Java, either 12 or 13, should resolve this creation issue (and does for Windows 8 icons as well). Please contact us if you wish to change your icon to a .jpg or .gif at this time.

2) The biggest drawback to Java 7 in OS X 10.8 is the delays in folder browsing. This has 2 major area of the ROES it affects - adding images in the thumbnails pane for both normal ordering and Records use, and saving of files such as orders or templates files in Template Tool. The easiest workaround for normal ordering is to simply use Finder as the image source, and drag images from there directly into products in the crop area (Note: This works in Windows too!). For Records and Save dialogs in ROES and Template Tool, to navigate through/around the delay, clicking off the desired folder onto another folder, then back to the desired one, usually displays the contents of the desired one immediately.

3) After installing Java 7 there will no longer be a Java Preferences.app in the Utilities folder under Applications. To get to the Java Control Panel go to System Preferences under the Apple drop down at top left. Click the Java icon. An interim window stating that the Java Control Panel will open in a separate window will be displayed prior to the Java Control Panel. Once the Java Control Panel is displayed the form and function is the same as in Windows.

4) In Java 7 on OS X the calls were changed to open a browser window, such as from a splashtip window or informational product. This may also cause an issue in opening the Client-side order preview report. The upcoming ROES 8 resolves this issue.

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