post Re: Audio stops for one random song, then returns in Android

Audio stops for one random song, then returns

Hopsgood — Thu, 27 Aug 2020 16:59:20 GMT

I am listening normally. Then there is no audio for one complete song. Screen still shows timer progressing. The next song or ad will be fine without my intervention. Or, if I pause and then play the song with no audio, it is fine. To clarify, no sound from the beginning to the end of a single song.

Re: Audio stops for one random song, then returns

AlyssaPandora — Thu, 27 Aug 2020 19:26:14 GMT

Hey there, @Hopsgood. 👋

Thanks so much for reporting this. I understand how frustrating this can be.

I enabled a trace on your Pandora account. Would you mind running through these steps while I have the trace enabled?

From your Android Settings, please try clearing the Pandora app data using the following steps (not to worry, we'll keep track of your profile and collection for you):*

Open your device Settings
Tap Apps
Scroll down to find Pandora
Select Storage
On the storage details page tap Clear Data.

Keep in mind that the steps for each Android device is slightly different. If you have a Pixel, you can find helpful steps here.

Please note that you will be asked to log into your account after completing these steps.

Let me know if this helps. 🎧

Re: Audio stops for one random song, then returns

Hopsgood — Sat, 29 Aug 2020 15:08:49 GMT

I do not have a clear data option. I have clear storage or clear cache. Which should I use?

Thank you

HopsGood

Re: Audio stops for one random song, then returns

TannerPandora — Sat, 29 Aug 2020 18:50:10 GMT

Hi @Hopsgood,

Can you clear the cache to begin with. Also, can you let me know the make and model of your Android?

Also, which Pandora version are you currently on? To find the version go to Profile, then select Settings. Scroll to the bottom of the screen for the version number.

Thanks!

Re: Audio stops for one random song, then returns

Hopsgood — Mon, 31 Aug 2020 14:17:18 GMT

Hello,

I cleared the cache, didn't help.

I use a Moto G6

Version 2008.1 RC6

HopsGood

Re: Audio stops for one random song, then returns

AlyssaPandora — Mon, 31 Aug 2020 17:47:29 GMT

@Hopsgood Thanks so much for providing that information. I've passed this along for our engineering team to review. 🎧

Re: Audio stops for one random song, then returns

Hopsgood — Sat, 05 Sep 2020 15:15:13 GMT

Should I expect further help from the engineering team? I've received an email asking if my issue has been fixed, it hasn't.

Re: Audio stops for one random song, then returns

AlyssaPandora — Sat, 05 Sep 2020 16:49:31 GMT

Hey there, @Hopsgood. 👋

Engineering would not contact you directly to offer assistance. In the meantime, I've shared your experience / device information with them on an internal ticket we have open. Unfortunately, I do not have any updates or an ETA of when this would be fixed. I'm sorry for any inconvenience this has caused.

Thanks again for your patience during this process. 🎧