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11/26/2019: Music stops without any error messages on Samsung Galaxy

AlyssaPandora
Moderator
Moderator

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:

  • You can access this setting in the Device Care menu.
  • Click on Battery, and then, click on More options.
  • Click on Settings > Sleeping Apps
  • From your Sleeping Apps, you should be able to long press Pandora.  Once you're able to view the App Usage for Pandora, you'll want to make sure that the put app to sleep button is toggled to the OFF setting.

++

Here's a screenshot of what this looks like:

screenshot_20191112-192244_device_care.jpg

Hope this information is helpful.

Thanks for your patience during this process!

 

Alyssa | Community Moderator

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Labels (3)
72 Replies

TmacPandora
Pandora
Pandora

@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.

TMac | Staff Software Engineer

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BriGuy832
Underground

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

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BriGuy832
Underground

@TmacPandora 

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.  

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TmacPandora
Pandora
Pandora

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? 

TMac | Staff Software Engineer

Let's share music in the Playlist Swap

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BriGuy832
Underground

@TmacPandora 

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.

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TmacPandora
Pandora
Pandora

Thanks again for all the info @BriGuy832.  

TMac | Staff Software Engineer

Let's share music in the Playlist Swap

BriGuy832
Underground

@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.

 

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Darrell
Local Performer

Suppor is not helpful 

 

Moderator Edit: Changed title for clarity

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AlyssaPandora
Moderator
Moderator

Hey, @Darrell.

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?

  • Model:
  • Carrier:
  • Android version (Settings > About Phone):
  • Pandora version:
    • If you can open Pandora, go to Profile, then select Settings. Scroll to the bottom of the screen for the version number.
    • If you can't open Pandora: from Android Home screen > Android Settings > Applications > Manage Applications > Find Pandora
  • Are you connected to Wi-Fi or 3G/4G when this is happening?
  • Have you received any error messages? If so, what does it say?

Let me know.

Alyssa | Community Moderator

Let's talk music in Community Chat

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AlyssaPandora
Moderator
Moderator

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. 💻

 

Alyssa | Community Moderator

Let's talk music in Community Chat

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ND
Local Performer

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.

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Jcollins0409
Local Performer

Anyone else having a problem with pandora cutting the song off every time on every song? Been happening for a week 

AdamPandora
Moderator
Moderator

@ND @Jcollins0409 I moved your messages to this thread as it sounds like you are running into a similar issue.

@TmacPandora has asked for some specific questions so we can can further diagnose this here.

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. 

Adam | Community Moderator

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MarvinKeys80
Local Performer

I'm using a Galaxy note 9 and my pandora keeps stopping after plan music 2 minutes I can't find that than online to help me with this problem 

 

Moderator Edit: Format

Newyorkshorty1
Local Performer
All of a sudden today, the music stops in the middle of every song, It refreshes and start a new song when I click the play button. Stops in the middle and same process over again. Was there an update? I'm not sure what changed but I need help getting this issue resolved asap. Thank you.

AlyssaPandora
Moderator
Moderator

Hey, @MarvinKeys80.

Are you receiving any error messages? If so, what does it say?

I would also recommend trying out these steps to see if it helps with your issue.

Let me know how it goes.

Alyssa | Community Moderator

Let's talk music in Community Chat

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AlyssaPandora
Moderator
Moderator

@Newyorkshorty1 Sounds like you're experiencing something similar so I moved your post over to this thread.

Mind trying out the steps listed in my message above?

Let me know if this helps! 🎧

Alyssa | Community Moderator

Let's talk music in Community Chat

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longtall1
Local Performer

Song shutting off half way Thur song

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AdamPandora
Moderator
Moderator

@longtall1 I moved your post to this thread as @AlyssaPandora provided some troubleshooting steps in her message above that may help.

Let us know how it goes. 

Adam | Community Moderator

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KSteel
Local Performer

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

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