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Everything you need to know to get up to speed with Panaya

"Please contact the application vendor for assistance" - Error Message

"Cannot download the application. The application is missing required files. Contact application vendor for assistance."

If you received this message, there are several possible solutions that may help you solve this on your own. 

Solution 1 - Delete the Click-Once cache folder

  1. Locate this folder on your PC: C:\users\[username]\AppData\Local\Apps\2.0\
  2. Delete all content in the 2.0 folder
  3. Check to see if the problem is solved. If not, continue on to the next solution.

If you are having trouble locating the AppData folder, it might be becuase the folder is hidden.

  1. Open any folder
  2. Type %appdata% in the location field and hit Enter
  3. Select the AppData folder from the location field
  4. You will then be able to select the Local folder followed by the Apps folder

Solution 2 - Add Panaya to your trusted sites

  1. Open Internet Explorer (even if you are using a different browser)
  2. Hit F10 on the keyboard
  3. Select Tools > Internet Options
  4. Select the Security tab
  5. Select Trusted Sites > Sites
  6. Add *.Panaya.com to the websites list
  7. Check to see if the problem is solved. If not, continue on to the next solution.
 

Solution 3 - Security settings are blocking Panaya

It might be that a proxy is used within your network, preventing Panaya's player and recorder from working properly. 

If you have an anti-virus, VPN, Remote Machine or Virtual Machine, you might need to contact your IT administrator and request to add Panaya to the safe domains list. Sites on this list do not require proxy or any other security permission.
 
Please add *.Panaya.com to your white-list, or to your exceptions lists (e.g. proxy, anti-virus etc.)

Alternatively, add the following URL's to your white-list:
my.panaya.com or emea.panaya.com
cdn.panaya.com
reports.panaya.com

sso-emea.panaya.com
sso-us.panaya.com
 

Solution 4 - Use a different browser

  1. Please try to use another browser such as Google Chrome or Mozilla Firefox
  2. Once installed, follow the instructions as described here

 

Contact Panaya Support

If you tried all of the above solutions with no success, please contact Panaya Support
In order for us to assist you quickly and efficiently, please provide the following when opening a ticket:

  1. Click on the Details button, on the error message.
    Please provide us with the log file appearing on the screen.
  2. The name of the Panaya project you are working on.
  3. The exact scenario and steps performed prior receiving the error message.
  4. Do other users receive the error message as well?
  5. Please attach the log file located under C:\Users\[USERNAME]\AppData\Local\Temp\PanayaPlayer\Log