Pandora Update: 11/26/19: Hi everyone!
We're aware of an issue affecting Android listeners (specifically those with Samsung Galaxy devices) where the music stops without any error messages, or the music stops when your phone's lock screen is on. We believe that this issue may be related to your "Sleeping Apps" setting, which is causing the app to stop / pause when it is backgrounded.
Please try out the following steps:
Here's a screenshot of what this looks like:
Hope this information is helpful.
Thanks for your patience during this process!
@BriGuy832 , thank you for getting back to me on this. I appreciate it greatly. It looks like you're a Plus user so you should have some downloaded stations. I just turned a trace on your account to I can now see the server traffic to try and figure out what's going on. Let me know the next time it happens to you.
Hi @TmacPandora ,
I just got your reply. The messages were going to my spam folder. I just tried again and ran into the same issue. Played a song, turned off my screen. One minute into the song and it stopped. Childish Gambino That Power. Time now is 6:43 pm EST
Separately, the same problem happened even while in Offline Mode, listening to my downloaded stations. That was Aesop Rock - Daylight, around 7:04pm EST.
I hope that all this detailed information should be enough for you all. If not, I am willing to submit my resume to become part of your QA team.
Thank you very much for all the info @BriGuy832. I see some good leads in traffic. I see the Gambino track. It's been hard tracking this one down. We haven't been able to reproduce it in the office.
Few more questions after looking at the trace.
When was the last time you logged out/logged in?
Have you changed your station downloads at all as in marking stations for download or clearing downloads or have you left that stuff alone?
I just did the log out log in today, after submitting this issue. I cleared all saved data from my phone and logged back in.
In terms of the changing station downloads, I have not touched any of that in quite sometime. I just tried to remove downloaded stations and marking new ones to download, and could not even figure out how to do so. I turned off "Offline Stations", and got the message of "This will remove all offline stations from this device." From the way the app explains it, Pandora automatically selects which stations to download for offline use in the future. I am getting this from the little blurb under the "Offline Stations" selection, which reads "Pandora will store a few of your most used stations on your device for offline listening."
And again, no fix. I had been playing a song while I wrote this, with the screen on my phone open and unlocked so that I could read all the info I wrote. When I turned it off to write this message, after one minute, the music stopped again.
So nothing is fixed.
Honestly at this point, with all the time I have spent, and all the information I have provided you all, there is no reason this cannot be fixed. I am done troubleshooting your app's issues. There are obviously numerous people with this same problem.
@TmacPandora You are welcome. Please let me know as soon as this is resolved so I can test. I have not used the Pandora app on my phone in over 2 months, and if this continues there is no point in me, or anyone else in the situation to be paying for the service.
Sorry to hear you're having trouble listening.
If you haven't already, please try out the basic / advanced troubleshooting steps for Android devices here.
Can you also send over a bit more info about your device?
Let me know.
Thanks for your post.
I completely understand your frustration, @globalgood.
I just checked in with our User Support team to ensure that someone followed up with you directly.
Looks like you're currently in touch with someone via email to help with your issue.
Be sure to follow up with the specialist you're working with to ensure all of your concerns are addressed adequately. 💻
Yesterday songs were playing for about 30 seconds on my phone then the whole app would crash, I would restrart and do the same thing over and over. I spoke with someone this morning but all they gave me was the website troubleshooting steps. I did all the troubleshooting that was on the website: clearing, deleting, etc, etc.
Now I can't even get to Pandora, I get the message "Pandora keeps stopping" before anything opens up.
I have a Samsung Galaxy J7 Refine. I don't know what version of Pandora I have because I can't open Pandora.
Please respond to these questions as best as you can, and if additional info is needed, we will reach back out to you.
Thanks for all your help with this.
Since yesterday a song will start playing than the in the middle just stop... for no reason. Then there is silent air before it goes to the next song and then the same thing happens. I listen on my phone... android and have not encountered this problem until yesterday. No error messages appear.
Moderator Edit: Edited title for clarity