In order to properly run PROS, it is suggested that you have at least a 500 MHz speed processor, 256 MB of RAM and the latest Java Runtime software. PROS will operate on any system that can run Java, including Windows 2000 and XP and Mac OS X 10.3 or higher. Hard drive space required may vary, so be sure you have enough free space to build, save, and retain order files.

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. If the client will not start, try disabling these temporarily 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.

This is usually caused by a corrupt launch file downloaded when PROS starts. Clean out your Internet Explorer cache/Temporary Internet Files as above and re-start PROS.

This can happen when a corruption of Java occurs, on a Windows PC, by having several versions of 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 your computer and re-start PROS from the Pounds Web site. This will check for Java on the system and prompt for a download and install.

If you have added images into a product but cannot add the item to the order, it means there is an empty image node somewhere. Hold down the ALT key (for PC) or the OPT key (for Mac) and the Add to Order button will become available with text “Add with Empty” and allow you to select it. You also may want to contact the lab to be sure there isn’t something you missed.

To avoid order delays, please make sure file names do not exceed 25 characters and do not contain: ampersands, apostrophes, commas, slashes or tildes.

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.exe and press the Enter key. Find the PROS application you want a shortcut for and right-click on it. Select Install Shortcuts and they will be created. If using an older Java 1.4 version, right clicking will not get a response (you may also need to click View and select Downloaded Applications to see the right list). Instead, select the PROS 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.

Different cameras and their image extraction software will occasionally embed a non-RGB color space (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. This issue has occurred since the release of Java 1.5, so removing all Java versions and launching PROS from the Pounds Web site, you will be prompted to install the final Java 1.4 version. Java 1.4 did not have any issues handling the non-standard color space and renders the image fine upon placement into a product. 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.

No. It is suggested that you convert your RAW files into a JPEG file using Adobe Photoshop, IrfanView, your camera manufacturer’s workflow software, or any other third-party application.

No. PROS enables you to create multiple prints with custom crops for each with just one image. With PROS, what you see on your screen is how your prints will appear. Be sure of your cropped prints are how you want them to be prior to pressing the ‘Add to Order’ button.

Once our automated systems have successfully received and processed your digital order, a confirmation e-mail will be sent to the default e-mail address Pounds has on-file for that account.  This process can take several hours, depending on the amount of orders being submitted at any given time.  If for some reason you do not receive a confirmation e-mail within 24 hours, please let us know.

No. As a general rule, please note the suggested file sizes for each print size:

5x7	10 MB
8x10	20 MB
11x14	30 MB
16x20	40 MB

Anything larger than a 16x20 should have a file size over 40 megabytes. Anything smaller than a 5x7 should have a file size of at least 5 MB.

Think of the Purchase Order (PO) field as a place to name your order. This name will help our customer service department search for your order if you do not know your work order number.

There are known compatibility issues between PROS and Vista. This can simply be resolved by downloading and installing Java 1.6 on your Vista machine. [details]