--- title: "Contact the application vendor for assistance" slug: "please-contact-the-application-vendor-for-assistance-error-message" tags: ["Browser communication error", "Cannot start the application", "Contact application vendor", "Error message", "missing the required files", "recorder issue"] updated: 2026-08-12T11:46:43Z published: 2026-08-12T11:46:43Z canonical: "success.panaya.com/please-contact-the-application-vendor-for-assistance-error-message" --- > ## Documentation Index > Fetch the complete documentation index at: https://success.panaya.com/llms.txt > Use this file to discover all available pages before exploring further. # Contact the application vendor for assistance Did you encounter the following error message? - Cannot start the application - Cannot download the application - The application is missing the required files - Contact application vendor for assistance ![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-1640089635183.png) If you received these messages, several possible solutions might help you solve this independently. If the issue only occurs when using Google Chrome, but not on any other browser, [use this solution instead](/v1/docs/setting-up-google-chrome-to-work-with-the-panaya-recorder-player). If **no error message appears**, [try the suggested solutions in this article](/v1/docs/cannot-launch-panaya-recorder-or-player). Using Windows 10? You need to [allow Panaya app installation for Windows 10](/v1/docs/how-to-allow-panaya-apps-in-windows-10) --- ## **Solution 1** [Check if the extension(s) are installed correctly](/v1/docs/cannot-launch-panaya-recorder-or-player) --- ## **Solution 2** [Delete the ClickOnce cache](/v1/docs/how-to-delete-the-click-once-cache-folder) --- ## **Solution 3** [Add Panaya to your Trusted Sites](/v1/docs/how-to-add-panaya-to-your-trusted-sites) --- ## **Solution 4** Use a different browser and enable it to work with Panaya - 1. Please try to use another browser such as [Google Chrome](https://www.google.com/chrome) or [](https://success.panaya.com/docs/setting-up-microsoft-edge-to-work-with-the-panaya-recorder-player?highlight=edge%20setup)[Microsoft Edge.](https://support.microsoft.com/en-us/microsoft-edge/download-the-new-microsoft-edge-based-on-chromium-0f4a3dd7-55df-60f5-739f-00010dba52cf) 2. [Enable Google Chrome Extensions](/v1/docs/setting-up-google-chrome-to-work-with-the-panaya-recorder-player) or [Microsoft Edge Extension](https://success.panaya.com/docs/setting-up-microsoft-edge-to-work-with-the-panaya-recorder-player?highlight=edge%20setup) --- ## **Solution 5** Security settings may be blocking Panaya. It might be that a proxy is used within your network, preventing Panaya's player and recorder from working correctly. 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 a proxy or any other security permission. **Please add *.Panaya.com to your white-list** or your exceptions lists (e.g., proxy, anti-virus, etc.) **Alternatively**, add the following URLs to your white-list: **my.panaya.com** or **emea.panaya.com** **cdn.panaya.com** **sso-us.panaya.com** or **sso-emea.panaya.com** --- ## **Contact Panaya Support** If you tried all of the above solutions with no success, contact [Panaya Support](mailto:support@panaya.com?subject=%22Please%20contact%20the%20application%20vendor%20for%20assistance%22%20-%20Error%20Message). For us to assist you quickly and efficiently, please provide the following when opening a ticket: 1. The name of the Panaya project you are working with. 2. Error message syntax: Click on the Details button on the error message. Copy and paste the error message to a file and send the file to Panaya Support ![](https://cdn.document360.io/f404076c-de23-4609-848e-2dfd4ef701b0/Images/Documentation/image-1640089655011.png) 3. The exact scenario and steps performed before 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