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 video card settings
1. Check whether the computer’s video card is configured to run Promob in high-performance mode. For detailed information, see here.
2. Check whether the video card driver is up to date. If it is out of date, ask an IT technician to update the driver.
Solution 4: 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 minimum 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 5: 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 6: 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.