What happens?
Promob becomes slow, freezes, or closes unexpectedly when using tools, designing, moving or rotating the 3D environment, or inserting items into it.
Why does it happen?
What should I do?
Solution 1: Clean cache files using the Cyncly Maintenance Tool
IMPORTANT: Make sure Promob is closed.
1. Download the Support Service Software. If you already have the software installed, skip to step 4.
2. After the download is complete, install it. To do this, access the location where the file was downloaded and double-click it to run it. If you have questions about the installation process, click here.
3. After completing the installation, locate the Cyncly Maintenance Tool on your computer’s desktop and click to open it.
4. With the Cyncly Maintenance Tool open, perform the following process:
On the left, locate the Self-Service function.
Check the upper-right corner of this screen to make sure Promob (Your Promob Name). is selected
Locate the Clear login files. option
Select this option and confirm the cleaning process by clicking Yes.
After the cleaning process is complete, a confirmation screen is displayed. Click Close.
Solution 2: Update Promob
Perform the Promob update from within Promob or by using the Cyncly Maintenance Tool.
To perform the process through the Maintenance Tool, open it and perform the procedure below:
IMPORTANT: Make sure Promob is closed.
1. On the left, locate the function called Self-Service.
2. Check the upper-right corner of this screen to make sure Promob (Your Promob Name) is selected.
3. Locate the Open Promob Update option, select it, and confirm which Promob you want to update.
4. Click Open Update.
5. After the opening process is complete, Promob Update will start, and a confirmation screen will be displayed. Click Close.
6. With Promob Update open, an update search bar is displayed.
7. After the search is complete, check the available updates. If there are any, click Update.
8. As soon as the files have been downloaded, click Install.
9. After the procedure, check whether the issue still occurs.
Solution 3: check the graphics card settings
1. It is necessary to check the date of the latest driver updates for both your integrated and dedicated graphics cards. Drivers that have not been updated for more than six months may compromise the performance and use of Promob. If they are outdated, please seek assistance from an IT technician to update them.
2. Check whether the computer's graphics card is configured to run Promob in high-performance mode, for detailed information, check here.
Solution 4: Windows Graphics Settings
1. Access the Windows graphics settings. To do this, in your computer’s Start menu, search for Graphics settings.
2. Click on Add a desktop app.
3. Locate the Promob.exe executable file found at the installation path C:\Program Files\Promob\Promob (Name of your Promob)\Program\Bin and click Add.
4. Find Promob in the list and set the GPU preference to High performance (referencing your dedicated graphics card model).
5. Restart your computer.
Solution 5: Computer Memory
1. Open Task Manager on your computer. To do this, use one of the following options:
Option 1: Keyboard shortcut
- Press Ctrl + Alt + Del.
- On the options screen that opens, click Task Manager.
Option 2: Windows Start menu
- Click the Start menu button.
- Type Task Manager.
- Click the app that appears.
2. Go to the Performance tab and select Memory.
3. Check the following information:
Total memory: the amount of RAM installed and recognized by Windows.
In use: the amount of memory currently being utilized.
Available: the amount of memory still available for use by programs.
Usage percentage: indicates the occupancy level of the RAM.
Guidance: If memory usage is close to 90%–100% while using Promob, performance may be limited due to a lack of available memory. In this case, also check which other programs are consuming the most resources.
Solution 6: Check installed programs
1. Go to Control Panel > Programs and Features.
2. Check if any of the following programs are installed on your computer: YAC (Yet Another Cleaner), Malwarebytes, ByteFence, Segurazzo/SAntivirus, McAfee WebAdvisor, or CCleaner.
3. If any of these programs are found, uninstall them from your computer.
Solution 7: Check the Promob usage requirements
1. Microsoft .NET Framework
Check whether the minimum version of Microsoft .NET Framework required by Promob (4.8) is installed on the computer. If it is not installed, install the component;
Check whether the Microsoft .NET Framework features are active. If the feature is disabled, enable the component.
2. Windows
Check whether Windows is activated and up to date;
If it is not up to date, ask a trusted technician for assistance updating the operating system through Windows Update.
3. Physical computer components (hardware)
Check whether the computer requirements meet the recomended specifications suggested by Promob. If they do not, we recommend contacting a trusted IT technician to update the computer components according to Promob’s recommendations. If you do not know how to locate the computer information, click here.
Solution 8: Project with a large number of items
If the issue occurs because a project has a large number of items in the 3D environment, access the Preferences window and click Environment - Movement. Enable the Draw outline box only option.
Solution 9: Submit a Support request and send the report from the Maintenance Tool
Submit a request to Promob Support so the issue can be analyzed. When submitting the request, to expedite the processes and investigation by the support team, please perform the following procedure:
1. Download the Support service software using the following link: Maintenance Tool - Download. **If you already have the software installed on your computer, skip to step 4.
2. After the download is complete, install it: Access the location where the file was downloaded and double-click it to run it. If you have questions about how to install it, see the link: Installation.
3. After completing the installation, locate the Cyncly Maintenance Tool on your computer’s desktop and click to open it.
4. With the Cyncly Maintenance Tool open:
a. On the left, locate the function called Self-Service.
b. Check whether Promob (Your Promob Name) is selected in the upper-right corner of this screen.
c. Locate the Check requirements option.
d. Select this option and, after being directed to the System Info screen, click Export Report.
e. Save the file to your desktop.
f. After the file generation process is complete, a confirmation screen will be displayed. Click OK.
g. Attach the generated file to the submitted request.