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Here we answer the most frequently asked questions about Bay Photo Lab Products and Services. For answers to questions not listed here, please feel free to contact us.
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How do I get started with Bay Photo Lab? |
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The first step toward becoming a Bay Photo customer is to fill out our New Customer Account Request form. This form provides us with necessary information to help us serve you better. Once you have filled out the form, you will receive an email with your new account number and other information. Learn more >>
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Which of Bay Photo's Digital Solutions should I start with? |
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We highly recommend Bay ROES to any digital or film photographer who wants to increase the efficiency of their workflow, as well as sales. Bay ROES makes it easy to quickly order prints and proofs of all sizes, or to assemble elegant albums. Learn more about ROES >>
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Important Information About Starting ROES |
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Java may take several seconds to start up and initially retrieve the resources it needs to run. If a link is clicked repeatedly, this delay will only increase, as several instances of the application will start up. If you visit the Bay Photo ROES Launch page and your hard drive starts running, then Java is starting up.
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How do I get a Bay Photo Account Number to use with ROES? |
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To request a Bay Photo Account Number, please fill out our New Customer Account Request form.
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Can I place an order in ROES without an Account Number? |
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Bay ROES is available to anyone who wants to order quality prints online. To place an order in Bay ROES without an Account Number, enter NEWUSER in the Account Number field.
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Important Details About Entering Customer Information |
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It is very important that you do not use special characters when filling out the Customer Information form in ROES. Special characters include the following:
~ ` ^ : & * ( ) | ' " , ? © [ ] < >
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Node is a term for a layout box that is created on a template, and can be defined to contain text or an image. A node can also be empty, and used to display a stroke, fill, or other layout element. If some nodes in a product are left empty, the ADD TO ORDER button will be grayed out. Hold down the ALT key (Windows) or OPTION key (Mac) to ADD WITH EMPTY. View ROES Video Tutorials >>
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Click here for a description of ROES Navigation Terms.
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ROES Alt/Option Key Functions |
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In ROES, pressing the ALT key (Windows) or OPTION key (Mac) changes the base functions of the buttons in the IMAGE EDITING AREA and CONTROL PANEL. Learn more >>
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Important Information About File Names |
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It is very important that you do not use special characters when naming image files that will be used with Bay ROES. Special characters include the following:
~ ` ^ : & * ( ) | ' " , ? © [ ] < >
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File Preparation Guidelines |
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If you use any of our ordering software, we urge you not to resize your files. Simply send them as they are. We will color correct and resize your files as needed. If you would like to color correct your own files, please see our Color Management Guidelines. Learn more about File Preparation >>
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What image file formats can I use with Bay ROES? |
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Bay ROES currently only accepts jpegs. For further information, please see our File Preparation Guidelines.
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What file size will give me the best prints? |
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Digital Cameras measure their resolution in pixels. These pixels are NOT measured per inch, but are a total count of how many pixels were used to capture the entire image. If you take a digital photo at 1600x1200 pixels, the total pixel count of the captured image will be 1,920,000 pixels. Whether you print this 1600x1200 image as a 8”x10” photo or an 16”x20” photo, it will still have 1,920,000 pixels.
Photos intended for print should be taken at the highest [pixel] resolution possible for the best print quality. Printing at different sizes does not change how many pixels are in the original image. Lower resolution photos printed at larger sizes stretch the pixels beyond the point where they look clear and sharp. The best printer can not make a low resolution photo look better than its original quality… but it sure can make beautiful prints when given a high resolution photo to work with! Learn more >>
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What is an image histogram? |
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A histogram is a very powerful measuring tool that graphically represents the data within an image file. Having an understanding of a histogram will enhance your camera's exposure which determines the pixel values of your image. Having properly exposed images is the #1 thing to improve color management. Learn more >>
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What color space should my files be saved in? |
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We can now accept files in any colorspace. For more information about color management, click here >>
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Why do some of my images look like color negatives when added to nodes in ROES? |
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Some image editing programs (Breeze Browser, etc.) can cause this when they are used to rotate images or perform some other functions. The images are sent to Bay Photo properly, and will print without problems. To fix the way the images appear in ROES, open the images in Photoshop and do a "Save As" to save a new copy of the file. A Photoshop Batch Action can be used to automate this process. We recommend checking that the problem exists in ROES before re-saving the files as the problem is not necessarily consistent.
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Can I create my own template designs in ROES? |
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Bay Photo customers now have more control than ever over their template designs with the addition of ROES Pager. Pager is a ROES feature that allows the user to easily edit existing photo template, or create their own unique designs. Learn more >>
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Can I create my own packages in ROES? |
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Yes, custom packages can be created in ROES using the Packager. The Packager is an add-on option that allows photographers to group Bay Photo's single node products into packages and groups of their own choosing. Learn more >>
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How can I add my studio logo to a product? |
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Studio logos can be added to select products in ROES automatically once the studio logo has been placed on file with Bay Photo Lab. To be sure that the logo prints properly, we ask that you follow our logo submission guidelines. Learn more >>
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Why don't some fonts display correctly in ROES? |
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ROES uses the fonts on your local system, so if the exact font is not installed on your computer, you will not see a correct representation of the text in ROES. The font will print correctly when sent to Bay Photo Lab, however. Always refer to the sample graphics in the Extended Options Palette or in Pager when choosing a font.
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Why aren't some images held when I move between templates? |
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Each node has its own identifying number, and though the node numbers may appear to be the same from template to template, this is not always the case. One template may have nodes 1, 2, and 3, while another very similar template has nodes 10001, 10002, and 10003. If two nodes have different node numbers, ROES does not recognize them as being the same node, and will not hold the images from template to template.
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Why is the ADD TO ORDER button grayed out? |
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In ROES, pressing the ALT key (Windows) or OPTION key (Mac) changes the base functions of the buttons in the IMAGE EDITING AREA and CONTROL PANEL. Learn more >>
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How do I float the SIZES PALETTE in ROES? |
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The Sizes Palette displays thumbnails of each available product, and makes selecting products easy. To open the Sizes Palette, click on the SIZES button, then select "Show Sizes Palette" at the bottom of the menu, or press the ALT key (Windows) or OPTION key (Mac) and click on the SIZES button.
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How do I float the OPTIONS PALETTE in ROES? |
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The Options Palette provides an easy way to select product options. To open the Options Palette, click on the OPTIONS button, then select "Show Options Palette" at the bottom of the menu. If there are a large number of options, click on the arrows to the left of the option titles to collapse them until "Show Options Palette" is visible. You can also float the Options Palette by pressing the ALT key (Windows) or OPTION key (Mac) and clicking on the OPTIONS button.
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What is the turnaround time for Press Printed Cards? |
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Press Printed Cards are ready for pick-up or shipping within 1-2 business days.
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What paper surfaces are available for Press Printed Cards? |
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All Press Printed Cards are printed using a pre-press process on card stock. Available surfaces/textures include Smooth, Linen, Pebble, Canvas, Pearl Metallic Warm and Pearl Metallic Cool. Photographic papers are not available for these products.
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How does ROES queue my orders for sending to Bay Photo Lab? |
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ROES orders are processed through the Queue Manager. Using the Queue Manager, orders can be sent right away, or saved to be sent at a later time. The Queue Manager also allows for automatic retries, which is very helpful when working with less reliable internet connections. Learn more >>
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Can I save my orders for sending later? |
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Yes, to schedule an order to be sent later, use the Settings in the Queue Manager.
Learn more >>
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Is there a file size limit for ROES orders? |
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Yes, individual ROES orders can be no larger than 4 gigabytes.
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Why did my order stop sending partially through the transmission? |
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Sometimes a computer's power save (or sleep mode) settings can interfere with sending orders in ROES. When power save kicks in, the hard drive stops, and the transmission fails. To solve this, turn off power save on your computer. Learn More >>
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Why does ROES say "Some information is incomplete" when I try to send an order? |
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If you have another language installed on your computer, ROES may not recogize some information even though you have entered it in the My Information window. You will need to email us your customer.xml file so that we can edit it for you so that ROES will allow your order to send. Learn more >>
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How can I make a change to my order once it has been sent to Bay Photo? |
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Simply fill out our Order Change Request Form. If your order has not already been printed, we will do our best to accommodate your request. Learn more >>
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Pager is an advanced template design and editing tool available in Bay ROES. With Pager, you can make dramatic changes to existing ROES templates, and design templates of your own. Templates can be saved and organized for future use. Learn more >>
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We highly recommend our Pager Tutorials for anyone who wishes to take advantage of this advanced template editing and design tool. For complete Pager Tutorials, click here.
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An image mask is a graphic file made up of black and white areas. When applied to an image, the black areas of the file will act as a window through which you can see the image, while the white areas are transparent. This is especially useful for creating nodes with fuzzy edges or irregular shapes. Learn more >>
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Can I use the Extended Options Palette and Pager to customize the same template? |
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We highly recommend that you use only the Extended Options Palette or Pager when modifying a template. Using attributes from both on a single template may cause unexpected results when the template is processed in the lab.
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Most web-based issues can be resolved with a simple clearing of your Java and browser caches. It is very important to know how to perform these procedures. Learn more >>
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Running ROES with a Firewall Installed |
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Firewall's may prevent ROES from retrieving the files from the internet that it needs to run. Firewall's may need to be disabled. If Java is completely installed and a dialog appears stating that print sizes or other items can't be found, a firewall may be interfering.
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Occasionally problems can be solved by updating the version of Java running on your computer. Learn more >>
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How do I find the .BayPhoto folder? |
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The .BayPhoto folder contains your custom ROES settings, and may need to be accessed when troubleshooting ROES. The .BayPhoto folder can be found in the following location on your hard drive:
Windows:
C:\Documents and Settings\Username\.BayPhoto or >Start>Search>.BayPhoto
Mac:
/Users/Username/.BayPhoto. This file can also be found by performing a search on your home folder. On Macs, folders beginning with a dot are invisible by default. Use one of the following procedures to find the .BayPhoto folder:
Finder>Go>Go To Folder...type:~/.BayPhoto or simultaneously press Command-Shift-G & type the path in the text field. e.g.:
~/.roescache
~/.BayPhoto
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ROES won't Launch. What should I do? |
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If ROES won't launch, first try to launch it from the Bay Photo ROES Launch page, instead of the desktop link. The Java Web Start cache may have become corrupted or out of date, and when this happens the desktop link can behave unexpectedly. If you still have trouble or appear to be launching an old version, you can empty the Java Web Start cache and download the application again from the Bay Photo ROES Launch page.
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I tried everything you suggested, and ROES still won't launch. What should I do now? |
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On rare occasions, PC users will continue to experience problems launching ROES even after emptying the caches as described above. A complete uninstall and re-launch of Java is necessary to restore your Java settings. Learn more >>
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Why does Photoshop CS open when I attempt to launch ROES? |
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Sometimes Photoshop CS thinks that the ROES application is actually an image file. To fix this, locate the "launch.jnlp" file (it is usually on the desktop), then select the icon and hold down the Apple key and "i". Click on the "Open With" arrow, then click below that where it tells you what application it's using. Change the application to "Java Web Start" instead of "Photoshop CS". Where it says "Use this application to open all documents like this." select "Change All..."
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What do I do if I encounter an unexpected error or behavior while using ROES? |
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If you encounter other unexpected errors or behavior, an error file called "roeslog.log" is saved on your computer. Please email this file to us so we can analyze it to determine what happened. Learn more >>
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Problems Running ROES on Mac OSX |
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Some ROES users will experience a drop in performance or other problems while running the application on Mac OSX. Learn more about troubleshooting ROES on Mac OSX >>
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Why does ROES freeze when loading images or adding multiple order items (Mac OSX)? |
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Apple's version of Java uses more RAM per image than Sun's (Microsoft), and this can sometimes cause ROES to freeze or crash when working with large numbers of images. To get around this issue, we have made a version of ROES available which allots a higher amount of RAM to the Java application. We recommend using this version of ROES only if you are experiencing issues working with images. Click here to launch >>
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"Image cannot be found..." Error When Opening a Saved ROES Order on Mac OSX |
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When renaming or saving image files, it is important to keep in mind that Mac OSX is case sensitive and case preserving. If you alter an image in Photoshop with a name like "IMG001.JPG" that is used in a saved ROES order, then save it as "IMG001.jpg", ROES will not recognize the image and you will receive a message that the image cannot be found when you attempt to re-open the order.
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Java is a programming language used in numerous cross-platform applications. Visit Sun's website to learn more >>
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How do I "Copy and Paste"? |
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Learning how to "copy and paste" is a vital skill for anyone who wants to use their computer efficiently. Learn more >>
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Learning common keyboard shortcuts can help to speed up routine computer actions and make your workflow more efficient. Learn more >>
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Bay Photo Inc. - Phone: 1-800-435-6686 |
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