Help! ROES is not loading!

This issue can pop up after an attempted re-install of the application, an update on your system, or after some old data got cached and isn't being deleted. 

It’s recommended to make sure that updates are all finished and after a good restart of your computer has happened. If this continues to be a problem then you can email our team with a screen shot of what you are seeing to info@richardphotolab.com or call us (661) 200-5300 we are glad to help.

For those savvy with their computers you can try the following:

There are 2 folders that can help resolve this if you are stuck.

First folder is .roescache Folder

If any of the files became corrupt, it can prevent ROES from launching. This would be the case if ROES fails to launch at the "Reading Catalog" or "Creating Products" stage, and deleting the .roescache folder and relaunching ROES will download new files.

Location of the .roescache folder:

Windows: C:\Users\<username>\

Mac OS:

  • Open a Finder window
  • From the Apple menu, click on Go
  • Select Go to Folder
  • In the Go to Folderdialog, enter ~/.roescache

Delete the .roescache folder

Once the files have completely been deleted launch ROES. If ROES still does not fully load then you will remove some files from the .RichardPhoto or .RichardPhotoPro folders.

Location of the .RichardPhoto folder:

Windows: C:\Users\<username>\

 Mac OS:

  • Open a Finder window
  • From the Apple menu, click on Go
  • Select Go to Folder
  • In the Go to Folderdialog, enter ~/.RichardPhoto or ~/.RichardPhotoPro

 You will need to delete the following:

  • Folders:
    • Events
    • Queued
  • Files:
    • colors.xml
    • customer.xml
    • mytemplates.xml.enc
    • paymentinfo.enc
    • RichardPhoto.properties (or RichardPhotoPro.properties)
    • roeslog.log
    • roeslog.zip
    • shipping.xml

If you continue to have problems getting ROES to launch for you please give our awesome customer service team a call and we will be able to help you out (661) 200-5300.

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