ROES Users Group (RUG)

Support 101

Avast/AVG

• Freeware/almost free security apps• Popular with consumers but

overprotective and restrictive• AVG known to stall downloads of new

ROES install/updates• Avast can block uploads via FTP/RTP• Circumvention?

AVG/Avast

• AVG – disable Link Scanner for startup issues

• Avast – Various fixes for transmission issues: Set exception for javaw.exe, disable firewall, uninstall and get McAfee/Norton

• Support links to on www.roessupport.com

FTP

• Send issues remain the #1 support issue and have increased since Java 7 released into the wild

• Some public ISP’s restrict the higher transfer ports from being accessed and may restrict to Active FTP only

• Active FTP mode often stopped by personal firewall/security apps – Passive mode better but requires more port openings

• Java install page: http://www.oracle.com/technetwork/java/javase/downloads/index.html

FTP Common Errors

• Socket write error• Broken pipe• Transferred 65536, 98304 bytes to remote host

• Seeing matching values repeatedly in the roeslog is an indicator of a transfer mismatch between the user’s modem and local router. In most cases this is caused by a recent update to the modem firmware by the ISP; updating the router firmware almost always resolves the issue. Manually adjusting the router’s MTU value to Auto or a different value than the one set can help as well.

ROES Log

• Always get the roeslog!• Startup• Shows Home Folder, OS, ROES Version,

Java Version• Memory• Shows products/images used, activity and

completion data• Transmission• Best to get the log on first call

46) 2012/06/18:18:35:56 Logging to: C:\Users\SteveBara\.SBRetailTest\roeslog.log47) 2012/06/18:18:35:56 48) 2012/06/18:18:35:56 Client: version 7.5.59 120607-149) 2012/06/18:18:35:56 Java: 1.6.0_3050) 2012/06/18:18:35:56 OS: Windows 7 6.151) 2012/06/18:18:35:56 Locale: en_US52) 2012/06/18:18:35:56 53) 2012/06/18:18:35:56 OrderFactory set order ftp to: 127.0.0.554) 2012/06/18:18:35:56 Preferences starting...55) 2012/06/18:18:35:56 Creating main window [56) 2012/06/18:18:35:58 Creating main window ] 2481 ms57) 2012/06/18:18:35:58 FeaturesFactory starting...58) 2012/06/18:18:35:58 FeatureFactory found licenses:59) 2012/06/18:18:35:58

434ee2fbc8ac411467ba9a3ae2e4c67b4fe14f28cb15956faf76c88a0f6f75fd46d1306c2c76c387dd89fe00bad862d2139222e8e6a2e648

60) 2012/06/18:18:35:59 Templates map size 356561) 2012/06/18:18:36:00 Startup complete, memory used/free/total/max [MB]:

29/339/368/455, on 4 cores.

RTP

• New ROES Transport Protocol Server• Replace FTP use• Single port connection and upload, reduces

firewall port exposure• 50+ labs using RTP now• Can run multiple RTP Servers on one system• Page with launch link: http://

www.softworksroes.com/ROES/RTPServer/ROES%20RTP%20Server.htm

RTP Server

Memory Errors

java.lang.OutOfMemoryError: Java heap space

• Can occur in Client - Presenter renders, large book creation, OS X launch with larger templates files

• SA Server – Renders of large images/sizes• From the log, identify where it is occurring (large

layout, book with many pages and/or image files)• Use special launchram.jnlp to increase memory

maximum usage from 512MB to 1GB or higher as users need it

• Raise the base launch RAM use to 768MB or 1GB

64 Bit Systems/Java

• OS X 10.6 up or Windows 7• 64 bit Java from http://www.oracle.com/

technetwork/java/javase/downloads/index.html

• Allows memory allocation up to system installed RAM

• Better for book ordering and Records• Stand Alone Server should run on 64 bit

system for best performance/memory allocation

Where are the ROES folders in OS X?

• Folders starting with a period are hidden

• Use Finder to get to .roescache and/or .launchconfigid folder

• Select Go from top menu and Go to folder from list

• Enter ~/.roescache or ~/.launchconfigid and click OK

• Folder contents will appear in Finder

Windows Startup Issues

• Java desktop shortcut issues - Java updates or cache cleaner apps can damage icon link

• Common error details entry: ‘CouldNotLoadArgumentException[ Could not load file/

URL specified: C:\Documents and Settings\SoftWorks\Application Data\Sun\Java\Deployment\cache\6.0\34\383717e2-5389b8e7]’

• Delete current icon and run from Java Cache Viewer or lab web site link

• 64 bit Java needed on 64 bit Windows – important for higher memory use launches as 32 bit Java has lower memory limit

• Remove all Java and use Internet Explorer 64 bit edition to get 64 bit Java from Java.com

Windows Startup Issues

• Splash: recv failed• Using ‘javaws -Xnosplash http://

www.softworksroes.com/ROES/labs/configfolder/launch.jnlp’ can sometimes get past it

• Comodo Firewall is common source of this error• Add C:\Program Files\Java\jre6\bin\javaws.exe to

trusted application in Comodo• If using 32 bit Java in Vista/Win 7 then the path is C:

\Program Files (x86)\Java\jre6\bin\javaws.exe

Windows Startup Issues

• ‘Unsigned resource’ error after latest Java updates:

• #### Unsigned application requesting unrestricted access to system Unsigned resource: http://www.softworksroes.com/ROES/Client/ROESClient.jar

• Delete Java Temporary Internet Files and run from web URL to launch fresh

Configuration File Corruption Message

• Most common culprit is bad file in .roescache folder• Usual fix is to delete .roescache folder • Same error occurs on relaunch, turn on Java console

and see if new launch shows any ‘access denied’ messages

• User account may not be able to create new hidden folder

• Quick fix is to create new user account, log in as new user and run ROES from lab web site link

Templates File Tips

• Do not delete default attributes when an element is added (especially Shipping in Retail!)

• Nothing besides numbers, decimal points, and commas in price values – latest codebase not tolerant of null math values

• Beware incorrect/invalid u_id’s for defaulttemplate/initialtemplates in Books

Thumbnails

• Customers may complain that thumbnails load slowly/hang• Tif’s on Mac can cause this• Work without thumbs pane –

pull files from Finder in OS 10.x or Explorer in Windows

ROESSupport.com, ROES Forum

• ROES Support Site – www.roessupport.com

• Latest Issues• Common Issues• FAQ Pages• Videos• Tech Docs, Updates, Alerts