# TROUBLE SHOOTING

##  Can not run Payload Assistant Desktop

#### Windows

* Fix installation issues between the old and new versions (Version v1.0.0.0 is the old version)

 Installation information for version v1.0.0.0

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfX6LsMklHBsLSp6Z444KJyjE7F3pgA-AKrzJta97LqfgdVtMZcj6YO39XbGWBEw2forFkYJdhnJna1mlI8tOoudwtB1lPOk0Srway13fPwKWxKQV1tZXQaYwLqWyJo7DzKW6hv?key=-Mk4qNthRNPjCUxzigIOTQ" alt=""><figcaption></figcaption></figure>

* Open **“Environment”** in Windows<br>

  <figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXe1_y0wMm9jhvwBT8-8CFg1yy1zkean3zq8B7FQcpJJVHSmstjo6xkIawRVzbrEPvYlCA-BTFv1l7zMvQbNiEbMDUjwO6dpO0n-NbGMESDEmF6HXuirHKdZK5zHqA7jPpporwVCKA?key=-Mk4qNthRNPjCUxzigIOTQ" alt="" width="563"><figcaption></figcaption></figure>

{% hint style="info" %}
Note: When you is using version v1.0.0.0 and updates to version v2.1.0, the app will fail to launch.
{% endhint %}

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd8UeuVaI2Vk416-Lv67PhSrctbDSWqTav2A2r-l937xXZBtP6rxJUWk3pCB8FqvDE6jIHPxuF_gqQnQYJtvcMRTujQKh6yh1KJXib0qYbp_7Ui2bmbzvRljJi8SNPua0NY6CH17A?key=-Mk4qNthRNPjCUxzigIOTQ" alt=""><figcaption></figcaption></figure>

In **Task Manager**, the app Payload-Assistant-Desktop is **still displayed**.

#### How to fix and resolve the issue

* **Step 1:** Close the application in **Task Manager**

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfhGpKrogJRs66u6h-r3ejPoE-2Jrlcg3bIYFcxe5QxGzVp6iCP2WWEIbw8SGhYjCqmDBramW_SlsJUWVrlVTPoEXaUBJ9wQIBQv_GYfXW9gZtbM1rxCl4I46Yd0c20GKc5HE5krA?key=-Mk4qNthRNPjCUxzigIOTQ" alt=""><figcaption></figcaption></figure>

* **Step 2:** Delete the application installation folder (usually located at: `C:\Program Files (x86)\Gremsy\Payload-Assistant-Desktop`)

{% hint style="info" %}
Note: You must close all applications in Step 1 before you can delete it.
{% endhint %}

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeJ5-SXyR7kGYSzxgS3pY44GRezmPnqakf-E8OatRbjOwuLtfgfQjh5BikcqjF4wm4vNpNr8WX_AOz--f8CIsvNZoTA_8bLsLWWUrzzdWiOvzOHN9jaq7XLeBHcxVxZ9BUsqclajA?key=-Mk4qNthRNPjCUxzigIOTQ" alt=""><figcaption></figcaption></figure>

* **Step 3:** Check the environment variable located in the Path folder.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcrPR-h3GkhFF94vKi231VCweOR7ZbU0fiAxZ_q7JaqDCf7oOWxvut3e3-0Fpyg1f7C1y_Au9IFP9Fpif63cTD3Bsl7tWvTOoQat677ZQXq4nP8KVHHUeFGeZwES95WPEFsBTshhA?key=-Mk4qNthRNPjCUxzigIOTQ" alt=""><figcaption></figcaption></figure>

If it matches the red highlighted part, you need to delete `“C:\gstreamer\1.0\msvc_x86_64\bin`” from the Path file.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdpy9mvrkHcs9ZCG2wH3rFI-WRMNOq_xxKSMjhysYwDtXsgDGX70eOTnJN4ldnGRK8gr1UUthvMix1EvjErBg9NHQk5VzCiWYKyWunKIz7FXH1WMtb95tUxIz6g-1rC1s3j3w_w?key=-Mk4qNthRNPjCUxzigIOTQ" alt=""><figcaption></figcaption></figure>

**The result**

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXf-EcLUwdei60kG17z2CuaLVtdeSJmTNcrmS-Usfo1n9SqpsG7I1JJuWgI5I1kgyqumvYNECAs4bVgKrBUoyjgD292XXF6tZTEkeB3difojKnUhIo44c2VlMY6yJMZGSV502cQeBw?key=-Mk4qNthRNPjCUxzigIOTQ" alt=""><figcaption></figcaption></figure>

* **Step 4**: Install

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfp_-JZ4Uoq-3WWNzPyGIo__PsNcPC1uTMymFFJ1pX3gG0oMri2fA3aKtSomCBNt6f9MdU8aju77UCVHsxbBT8GjZTqO_CxD0CPYwRj3n55EIjdC2yNc6dDIrfKkopVBjfDNpDkJg?key=-Mk4qNthRNPjCUxzigIOTQ" alt=""><figcaption></figcaption></figure>

<br>