Lab Services FAQs

Silverback ROES only accepts JPEG files in RGB format.

If you use our ordering software we recommend that you do not resize your files, simply send them as they are (i.e., full resolution files). We accept file in the sRGB and Adobe RGB color spaces.

If you would color correct your own files please following these guidelines:

• Silverback ROES will only accept JPEGs.
• Only one file is necessary per image, even if multiple print sizes are ordered from that image.
• If you have done Photoshop work please discard any extra channels and be sure to save using highest quality jpeg settings.
• We prefer that you leave your files at the original file size but in some cases, where those files are much larger than what is being printed, i.e. for Proofbooks and proofs, some people like to reduce their file sizes for quicker uploads.
• If nonstandard print sizes are needed, canvas the file in Photoshop® and then order a proportional print size, or use the "Fit" option in Silverback ROES.
• Keep in mind that our printer will resize each print at the optimum resolution for that size.
• Unless ordered via ROES (cropping and sizing is done in ROES), prints with an aspect ratio different from file ordered will automatically be cropped from the center.

The Silverback ROES Application does not include color correction by a highly trained technician. This means that you must either:

1. Order our Custom Color Correction service prior to submitting your files for print,
2. Order our Basic Color Correction through the Silverback ROES application prior to submitting your files for print, or
3. Color correct the files on a calibrated monitor and soft-proof your image in Photoshop® prior to submitting your files for print.

It's simple, just follow these steps after downloading our ROES Ordering Application.

1. Click the "Catalog" dropdown in the middle of the left panel of the application window and select the "Color Correction" option.
2. The center panel will change to the "Color Correction" option.
3. In the bottom of the right panel, click the "Folder" button and navigate to the folder containing your JPEG images.
4. Drag the JPEG images you want color corrected into the blue "Color Correction Drop Box" square in the middle panel of the application. You can do this multiple times if necessary to add images to your order.
5. You can click "Review Order" in the bottom of the middle panel to review and complete your order.

That's it! Within 1-3 days you will receive an email that the corrections are complete and ready for download.

Since all orders for Lab Services (including our "Basic" color correction service) are placed through our ROES Ordering Application, you will not see your ROES orders in the "Orders" history in our Store. Instead, you must create and log into Bay Photo's order management system. You can access it at my.bayphoto.com. The first time you visit, log in if you already have an account, or select the appropriate option to create an account.

This is necessary because of our partnership with Bay Photo. Bay fills all orders placed through our ROES Ordering application.

Once you register and log in you'll be able to easily check the status of your orders. You can inquire about an order status with Bay Photo by clicking here.

• In order to insure that the colors on your monitor match the colors in the prints you receive from Bay Photo, it is best to have a properly calibrated and profiled monitor.
• In order to calibrate your monitor you will need a hardware calibration device. An excellent calibration device is the i1Display 2 by Xrite. Information can be found at www.xritephoto.com. This is a very popular device and we us it at Silverback. It's about a $250 investment in hardware, but it will really help you to get a good monitor to print match.
• This device attaches to the front of your monitor and reads color patches displayed by the software. Using these readings, the software helps optimize the brightness/contrast/color output and creates a profile. This profile is used by Photoshop, displaying images with accurate color.
• As you use the i1 Display 2 Software, you will be asked to enter some parameters. We recommend starting with a target Whitepoint of 6500k and Gamma 2.2. These are only recommendations; you may find that your viewing environment has warmer lights, in which case you could experiment with a Whitepoint of 5000k.

Additionally, you need to make sure that you are embedding an ICC profile into the files you send. We recommend that you use either sRGB or Adobe RGB (1998) as a working colorspace.
Below are the directions for proper setup of your Photoshop Color Settings:

1. Open Photoshop
1. For Mac Users:
1. In the Menu Bar go to Photoshop > Color Settings
2. Windows Users:
1. In the Menu bar go to Edit > Color Settings
2. Go to Working Spaces and for RGB Files select either "sRGB IEC61966-2.1" or "Adobe RGB (1998)"
3. Under Color Management Policies next to RGB select “Convert to Working RGB"
4. Next to Profile Mismatches check “Ask When Opening” and “Ask When Pasting”

Whenever you open a file that is in a color space other than your working space, Photoshop will prompt you to convert to the working color space. If you would rather not be prompted when opening a file with a different imbedded profile than your working space, you can uncheck the “Ask When Opening” box and the “Ask When Pasting” boxes next to Profile Mismatches. Photoshop will then apply your working space to files that are in a different color space or with a missing profile.

VERY IMPORTANT: When you save your files, make sure to check the “Embed Color Profile” checkbox in the Save dialog box or your working profile will not be embedded and we will not know the colorspace of your files leading to inaccurate color.

Silverback ROES only accepts JPEGs in RGB format.

You can re-create your Silverback ROES Desktop Shortcut from within Java Application Cache Viewer:

1. If there are any non-working shortcuts to launch ROES on your computer desktop, delete them before proceeding.
2. From the Start Menu click on "Control Panel."
3. Launch the "Java" control panel.
4. In the Java Control Panel's "General" tab, under the heading "Temporary Internet Files" click the "View..." button.
5. In the "Java Cache Viewer" window, make sure the drop-down menu next to "Show:" has "Applications" selected.
6. Select the ROES application you want from the list, then click the  button to create a desktop shortcut.

Why do some of my images look like color negatives when added to nodes in ROES?
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 the lab 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.

I am seeing some images in Bay ROES turn dark, red, or not appearing at all when trying to put them into a product - what causes this?
Different cameras and their image extraction software will occasionally embed a non-RGB colorspace (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 the ROES Client from our website will prompt to install the final Java 1.4 version. Java 1.4 did not have any issues handling the non-standard colorspace and renders the image fine upon placement into a product. Alternately, converting these images to standard sRGB in Photoshop and/or removing the EXIF header data will allow the image to be rendered properly.

Following are our standard turnaround times: We pride ourselves on quality, consistency and fast delivery. Occasionally, there may be factors (special requests, unclear instructions, production problems etc.) that might cause an order to be delayed. We rarely miss our delivery times however they are not guaranteed and do not include Holidays or transit times. Rush service is available for most of our services, lab schedules permitting. See below for applicable charges.

Once you have successfully launched ROES for the first time, you will see a dialog box prompting you to enter your Customer Information. 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: ~ ` ^ : & * ( ) | ' " , ? © [ ] < >

• Email: This is the email address that your Order Confirmation Emails will be sent to.
• Name / Studio Name: The Name or Studio Name associated with your account.
• Account # or NEWUSER: If you do not know your Customer Number, please call 1-800-435-6686 to request it. While we recommend that you request an Account so that you can take advantage of our full range of online order tracking features, it is not required to use Silverback ROES. Simply enter NEWUSER in the "Account #" field.
• Address, City, State, Zip: This is the address that your order will be shipped to, unless you specify a Drop Ship Address in the Order Options under ORDER REVIEW.
• If you have an Account, the address stored in ROES is for informational purposes only. The Shipping and Billing Address associated with your account will override the information entered here. To update your Shipping and/or Billing Address on file, please login to My.BayPhoto.com.
• Phone Number: This is the Phone Number we will call if we have any questions about your order.
  

You will only need to enter this information once--it will be save for future uses of Silverback ROES. To change this information at any time, click on the MY INFORMATION button at the bottom of the main ROES screen.