ProCal Software v2.962 Log In Error

[Blueshift]

Hello,

I just updated my ProCal software to version 2.962 today and updated the calibration tool with the newest tune and upon doing so I am unable to log into Ford Performance, instead receiving this error:

This did not happen in any previous version of the software. I tried uninstalling, reinstalling, restoring from a restore point to the old version and trying the update again. Even the old version of the software seemed to be unable to recognize the device now, which I am guessing is because the device itself has the new software on it.

Has anyone else had this issue yet, and if not, would someone familiar with this program be able to help me? I am worried my tuner is bricked because of a bug with this update. Thankfully, I did flash the truck back to stock before performing this update.

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[Ace]

Have you tried calling Ford Performance customer service? I'm sure they would be able to help out.

(800) FORD788

 

[SigOris]

I’ve been at ProCal 2.962 & Device 1.392 for some time with no issue.

Just connected and logged in then ran update with no changes and no issues.

Hope this helps in some way in your T/S

 

[SigOris]

I’d also try on another computer if one is available

 

[Blueshift]

Have you tried calling Ford Performance customer service? I'm sure they would be able to help out.

(800) FORD788

I did end up calling them, and was told to send pictures of the error I was experiencing to them so they could have a better idea of what was happening. It's been almost two weeks now and still no word back so I'm not really sure what else I can do at this point other than hope they aren't blowing me off.

 

[Blueshift]

I’d also try on another computer if one is available

I did try installing a fresh copy of Windows on a completely different computer and fresh installed the ProCal software as well. Still the same error whenever I try to log in.

 

[Ace]

I did end up calling them, and was told to send pictures of the error I was experiencing to them so they could have a better idea of what was happening. It's been almost two weeks now and still no word back so I'm not really sure what else I can do at this point other than hope they aren't blowing me off.

Really? I had some concerns a while back that the procal software not being able to recognize the tuner. I had to send them a video of the issue and they responded immediately. Not sure why they aren't responding to you.

I would probably do what my wife does and annoy the hell out of them by calling and emailing them every chance you get lol!

 

[Blueshift]

Really? I had some concerns a while back that the procal software not being able to recognize the tuner. I had to send them a video of the issue and they responded immediately. Not sure why they aren't responding to you.

I would probably do what my wife does and annoy the hell out of them by calling and emailing them every chance you get lol!

UPDATE:

A week ago I sent a follow up email to the rep that answered my call. No reply. Then I sent another, more strongly worded but respectful email to Ford Performance's Techline address, nothing yet again.

Barring any factors like my emails somehow not getting through to them, I am honestly surprised by how little they are standing behind their product. I'm a bit frustrated now because I have this not so cheap tuner that currently doesn't do anything and I cannot seem to get ahold of anybody.

I'm thinking about calling again but I don't have a lot of faith that it will resolve anything after my experience with them so far.

 

[jonesta79]

UPDATE:

A week ago I sent a follow up email to the rep that answered my call. No reply. Then I sent another, more strongly worded but respectful email to Ford Performance's Techline address, nothing yet again.

Barring any factors like my emails somehow not getting through to them, I am honestly surprised by how little they are standing behind their product. I'm a bit frustrated now because I have this not so cheap tuner that currently doesn't do anything and I cannot seem to get ahold of anybody.

I'm thinking about calling again but I don't have a lot of faith that it will resolve anything after my experience with them so far.

Were you able to resolve this? I just encountered the exact same problem. Had not connected my Procal for quite a while, and this same update applied today. After it finished, the tuner no longer has tunes on it and throws this same error whenever trying to update/log into ford.

 

[jonesta79]

Were you able to resolve this? I just encountered the exact same problem. Had not connected my Procal for quite a while, and this same update applied today. After it finished, the tuner no longer has tunes on it and throws this same error whenever trying to update/log into ford.

Today I discovered that there is a new version of the ProCal software -- v2.964. Was previously at v2.962.

Updated it, and I no longer get the unhandled exception error. It now handles the error -- and says "missing calibrations file".

Still doesn't work (missing tunes and will not connect to Ford to update), but at least it doesn't crash the program now.

I'm waiting for a call from Ford Performance -- said they would call me. Been a few weeks, but still holding out hope.

I'm guessing what happened is the tuner somehow had the calibrations/tunes removed or corrupted during the 2.962 update (and subsequent update to the device). This latest update did write something new to the device, but it still shows as version 1.392.

Hope nobody else is experiencing this -- but if you are -- perhaps we can work together with Ford to get our tuners fixed.

 

[jonesta79]

Today I discovered that there is a new version of the ProCal software -- v2.964. Was previously at v2.962.

Updated it, and I no longer get the unhandled exception error. It now handles the error -- and says "missing calibrations file".

Still doesn't work (missing tunes and will not connect to Ford to update), but at least it doesn't crash the program now.

I'm waiting for a call from Ford Performance -- said they would call me. Been a few weeks, but still holding out hope.

I'm guessing what happened is the tuner somehow had the calibrations/tunes removed or corrupted during the 2.962 update (and subsequent update to the device). This latest update did write something new to the device, but it still shows as version 1.392.

Hope nobody else is experiencing this -- but if you are -- perhaps we can work together with Ford to get our tuners fixed.

UPDATE: FIXED!!!

Just got done with a call FROM a Ford Performance software engineer... on a SATURDAY. He remoted in to my desktop and used a Livernois tool to push a new tunes file onto the device. The original got corrupted somehow during an update.

It was a quick fix. The guy was great. I asked if there ever was a reason to update the tuner. He mentioned that the tunes do get updated sometimes, but he said it is usually a power decrease in the tune. For example, one earlier update turned down the power in tow mode. So... The latest and greatest isn't necessarily the most power -- do with that what you will!

That was right after I tested if the update function worked again while he was on the line... it re-uploads the stock tune and it downloaded a new performance tune. I THINK it was the same one, but I guess there is no going back, so don't look back.

In summary -- the ford performance guys are really responsive when you call on the phone. Only use email to send them info after you have talked to them. My experience so far -- they do not respond to emails (probably just get too many), but they are super helpful when you talk to them. They've got my five stars.

 

[Tom_C]

UPDATE: FIXED!!!

Just got done with a call FROM a Ford Performance software engineer... on a SATURDAY. He remoted in to my desktop

Uh huh... what was this Nigerian Princes name?

I'm kidding. Glad you got it sorted. I'm not surprised they didn't call back originally. I think they were all having a pucker fest, and chances are you weren't the only one with the problem.

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