RGB Digital Direct Software FAQ's
WHY CAN’T I PRESS THE ‘ADD TO ORDER’ BUTTON?
The button is greyed out because there is an empty layer on the page. This may be the background layer or any of the smaller images. To add the page to your order without filling the empty space, hold down the ALT key (Windows) or the command key (Mac) and the button will change to ‘add with empty’.
CAN I INSTALL RGB DIGITAL DIRECT ON A SECOND COMPUTER?
YES - just go to our website and download it on your second or third computer
WHY DON’T I RECEIVE CONFIRMATION EMAILS?
You may have the incorrect email address entered in the ‘my information’ section within the main ordering screen OR the confirmation email may be treated as spam and bypass your inbox. Adjust the settings on your spam filter. If you don't receive an email within 8 working hours please call us on 07 3426 8200 to check that your order has come through correctly.
THE ORDER WON’T SEND OVER THE INTERNET (ERROR MESSAGES APPEAR)
Usually a failed order is related to your firewall. The firewall settings may be preventing your computer from connecting to us. Most firewalls will have an application list displaying all the programs that require internet access. Try amending your firewall settings to allow any Java based application and ROES full inbound & outbound access.
On a PC, you may have a Windows firewall and a bought firewall such as Norton or McAfee etc. It is not necessary to have both firewalls active and you can switch off one of these.
IMPORTANT: Please be aware of the risks associated with running your computer without an enabled firewall. If you are not sure, please seek professional advice.
THE ORDER WON'T SEND MOVE PAST THE CHECK OUT PAGE
Make sure that ALL spaces are filled in with your details.
THE ORDER IS HANGING
Check that your files have not been moved from the directory you had them in when choosing your prints. The software will not be able to find these if the link to the files is broken. If you are loading images from a USB device, do not eject until the order has completed uploading.
ORDERS TAKE A LONG TIME TO SEND
Normal upload speed is 100MB per hour, so it is to be expected that some orders will take a long time to come through to us. The main restriction as the users end & factors such as contention ratio, ISPs upload speed & time of day will influence the upload time. Your file size might also be too large, check that they are 300dpi (NOT dots per centimetre!). If you are uploading all full res files you may want to resize them down to the print size prior to uploading, this will save you time.
HOW CAN I ORDER A PRINT IF THE SIZE IS UNAVAILABLE?
You can increase your 'canvas size' using Photoshop or other software and then drop your image into the next nearest template. If you are using Photoshop, size your image to the constraints that you require, then click on the 'Image' menu at the top of the screen and select ‘canvas size’. You can then add a canvas extension to fit one of the available sizes.
HOW CAN I LAUNCH MANUALLY IF I DON’T HAVE A DESKTOP SHORTCUT?
http://www.softworksroes.com/ROES/labs/RGBDigital/index.html
