Sign in
  1. Promob Support
  2. Support
  3. Procedures

Promob Update - Ocorreu um erro inesperado

Updated
Follow

What happens?

When updating Promob, the message An error occurred. Unexpected error. is displayed.
mceclip0.png
 

Why does it happen?

This situation may occur when it is not possible to establish a connection between the user's computer and the update server. This may happen for the following reasons:

  • Instability or failure in the Internet connection.

  • Internet access restrictions, such as a proxy, firewall, antivirus, or other security settings that may block the update.

  • Invalid or corrupted local cache files.

 

Solution 1 - Replace Promob Update

1. Follow the procedures described in the article Replacing Promob Update.

 

Solution 2 - Check for malicious software

1. Access Control Panel - Programs and Features. 

2. Check the Program List for possible malicious programs, such as: Infonaut, IntelliTerm, Istartsurf, Link Wiz, Phrase Finder, Quick Ref, Segurazzo, SuperClick, TermBlazer, TermCoach, WordAnchor, Wordinator, WordFly, McAfee WebAdvisor.

3. If any of these programs, or any other program considered suspicious, is installed, it must be removed from the computer.

4. Update Promob again.

 

Solution 3 - Check the antivirus installed on the computer

1. Check whether an antivirus is active on the computer. If so, temporarily disable it.

2. Update Promob again.

3. If the update is completed successfully, ask the IT department to configure Promob in the antivirus exceptions.

Folders to be included in the exceptions:

  • C:\Program Files\Promob

  • C:\ProgramData\Procad

  • C:\Users\[logged_in_username]\AppData\Local\Temp

 

Solution 4 - Delete temporary Promob Update files

1. Delete the temporary Promob Update files.

2. Update Promob again through the Promob root folder (Local Disk (C:)\Program Files\Promob\Promob (Manufacturer Name)\Program\bin\Update\ PromobUpdate.exe).

 

Solution 5 - Check Internet limiters

1. Ask an IT technician for assistance in checking for Internet access limiters (proxy, firewall, antivirus, among others) that may be preventing the connection to the Promob server during the update.

 

Solution 6 - Clear cache files

1. Download the Support Service Software using the following link: Maintenance Tool - Download

IMPORTANT: If you already have the software installed on your computer, skip to step 4.

2. After the download is complete, install it.

  • Go to the location where the file was downloaded and double-click it to run it.

  • If you have questions about the installation, see Installation.

3. After completing the installation, locate the Cyncly Maintenance Tool on the computer desktop and click it to open.

4. With the Cyncly Maintenance Tool, perform the procedure below:

  1. Make sure Promob is closed.

  2. On the left side of the screen, locate the Self-Service function.

  3. In the upper-right corner of the screen, check that Promob (Your Promob Name) is selected.

  4. Locate the Clear login files option and select it.

  5. Confirm the cleaning process by clicking Yes.

  6. After the cleaning process is complete, a confirmation screen is displayed. Click Close.

  7. Open Promob and test the situation again.