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

Did you encounter the following error message?

  • Cannot start application

  • Cannot download the application

  • The application is missing required files

  • Contact application vendor for assistance

If you received these type of messages, there are several possible solutions that may help you solve this on your own. 
If the issue only occurs when using Google Chrome, but not on any other browser, use this solution instead.

If no error message appears, try the suggested solutions in this article.
Using Windows 10? You need to allow Panaya apps installation for Windows 10

Solution 1 - Delete the ClickOnce cache

Solution 2 - Add Panaya to your Trusted Sites

Solution 3 - Use a different browser

  1. Please try to use another browser such as Google Chrome or Mozilla Firefox. 

  2. Enable Google Chrome Extension or Mozilla Add-on

Solution 4 - 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

No Admin Rights? Cannot proceed with the above solutions?
Contact your IT Administrator for assistance

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