---
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: 2025-09-08T08:04:18Z
published: 2025-09-08T08:04:18Z
---

> ## 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