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Android: "Unable to Retrieve Music" Error

buzzardtooth
Local Performer

Had to get a new phone because of 5G rollout, now Pandora no longer works on my phone. It just skips from track to track, never playing any, until the following message appears:

Sorry, I can't retrieve music from Pandora.com

I have scoured Community, tried ALL suggestions made to users with similar issues, cleared cache, cleared storage, uninstalled & reinstalled, made sure to allow background running...

Nothing worked. I have used Pandora for over 10 years & have had a paid Premium subscription for about the last 3 & have never had an issue I couldn't resolve.

Will be forced to cancel if this issue can't be resolved very soon. 

 

mod edit: changed title for clarity

Labels (2)
21 Replies

AlyssaPandora
Community Manager
Community Manager

Hey, @buzzardtooth. 👋

Thanks for reporting this, and sorry to hear those steps didn't help. I can send this info over to our engineering team so they can take a look.

Could you send over 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 cellular data when this is happening?

Let me know, and I can share these details on your behalf. 🎧

Alyssa | Community Manager
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport
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buzzardtooth
Local Performer
Device model: Oneplus 9 LE2115
Carrier: Mint Mobile
Android version: 11
Pandora version: 2112.1
Problem occurs on WiFi only on mobile device (not on PC)


Sent from the DarkPhone
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AlyssaPandora
Community Manager
Community Manager

@buzzardtooth Thank you for sending over those details.

The last thing I would recommend is turning your phone off / back on again. 

In the meantime, I've passed your feedback along to our engineering team for further review. 🎧

Alyssa | Community Manager
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport
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Seaphish
Local Performer

I have a Samsung Galaxy s10+ running Android 11 on the AT&T network. I have Pandora version 2112.1 (Android Tuner 21121009). 

When I am connected to wifi, both at home and at my office, when I open Pandora, any station, it just runs through a loop where it says Buffering and then skips to the next song. After doing this approximately 9 or 10 times it pops up a message saying "Sorry. I'm unable to retrieve music from Pandora.com". The only way to resolve this is to switch to cellular data.

I have seen this question posted multiple times, but have not seen a solution. I have already attempted all of the troubleshooting steps on the Android section. 

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AlyssaPandora
Community Manager
Community Manager

Hi there, @Seaphish. 👋

Thanks for sharing your experience. Sorry to hear that you're also receiving this error message. I've moved your post over to this existing thread to keep the community space organized: Android: "Cannot Retrieve Music" Error

I appreciate you taking the time to report this. I've added this information to the internal ticket we have open with our engineering team. Thanks for your patience during this process. 🎧

 
Alyssa | Community Manager
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport

miloaub7
Local Performer

I'm having the exact same error, has there been any updates or fixes for this? I have a pixel 6 and it's currently happening at the gym where I'm connected to their wifi. Works fine when I'm using my cellular data but that isn't always an option. 

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GeraldPandora
Pandora Moderator - Emeritus
Pandora Moderator - Emeritus

Hi @miloaub7 

Thanks for reporting this, I would recommend trying our Android Troubleshooting steps to see if this will help with your issues.

If that doesn't help, I'd like to send this info over to our engineering team so they can take a look.

Could you send over more info about your device?

  • 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


Let me know, and I can share these details on your behalf.

Gerald | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport
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Failsafe
Local Performer

Exactly the same issue, any wifi source, 8- 10 song skips then unable to retrieve music from pandora. Cell it works as expected but to have it just broken on any wifi network is nuts. Looks like I'll have to look at spotify or YouTube music. Galaxy s21

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GeraldPandora
Pandora Moderator - Emeritus
Pandora Moderator - Emeritus

Hi @Failsafe 👋

I've enabled a trace on your account so that we can take a deeper look at what's going on. For this trace to be helpful, please try running through our Android Troubleshooting steps. 

In addition, could you send over more info about your device?

  • Model: Samsung Galaxy S21
  • 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 cellular data when this is happening?

Let me know, and I can share these details on your behalf.

Gerald | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport
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alexkinghorn
Local Performer

I'm having all the same issues, and it's only when using WiFi. I have tried the android troubleshooting steps without success.

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GeraldPandora
Pandora Moderator - Emeritus
Pandora Moderator - Emeritus

Hi @alexkinghorn 👋

Welcome to the Community and thanks for posting your first post!

It seems that performing the Android Troubleshooting steps didn't help with your issue, so I would like to report this to our engineers. Can you send over a bit more info about your device?

  • Model:
  • Carrier:
  • Android version (Settings > About Phone):
  • Build number (Settings > About Phone):
  • Android Security Patch Level, if noted on your device (Settings > About Phone):
  • Pandora version:

Are you connected to Wi-Fi or cellular data when this is happening?

Have you identified any other patterns or notable information?

+++

In addition, we did just release a new version update for Android devices, if haven't already, would you mind updating your app, performing the troubleshooting steps once more, and trying again? 

To update the Pandora app on your Android device follow the steps below:

  1. Tap your profile avatar in the top right corner.
  2. Select Manage apps & device.
  3. Then tap Manage and scroll to Pandora for updates.

Note: In some cases, you may need to restart your device to update an app.

Please feel free to reach back out!

Gerald | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport
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alexkinghorn
Local Performer

Model: Pixel 3a

Carrier: Att

Android version: 12

Build #: SP2A.220505.008

Security patch: May 5, 2022

Pandora version: 2211.1 (Android tuner 22111006)

The issue only happens when connected to WiFi. It happened several months ago, but started working randomly so I didn't do anything at the time. But now it is happening again. The app will skip through several songs without playing them, and then will give the unable to retrieve error message.

GeraldPandora
Pandora Moderator - Emeritus
Pandora Moderator - Emeritus

Hi @alexkinghorn 👋

Thanks for reporting back and providing your device details. I have added your info to an internal ticket that we have with our engineers. We appreciate your patience while they take a closer look at what's going on.

In the meantime, since you're only receiving this message when connected to your Wifi, I suggest rebooting your network connection and trying again to see if this helps.

  1. Shut down your device completely;
  2. Unplug your modem and router, wait one full minute, and then plug them back in;
  3. Wait five more minutes to allow the modem and router to fully boot back up;
  4. Turn your device back on and try Pandora again.

Thanks for working with us on this! 🤝

Gerald | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport
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miloaub7
Local Performer

I have a pixel 6 and it does exactly the same thing.

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GeraldPandora
Pandora Moderator - Emeritus
Pandora Moderator - Emeritus

Hi @miloaub7

Thanks for reporting back, when you have time would you mind sending more details about your device so that I can pass your info to our engineers? We're going to need:

  • Android version (Settings > About Phone):
  • Pandora version:
    • Go to Profile, then select Settings. Scroll to the bottom of the screen for the version number.

In addition, does this only happen to a specific station or all stations on Pandora?

I understand how this is frustrating, but we appreciate your cooperation and patience in the meantime while we look this over!

Gerald | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport
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gypsylu06
Local Performer

My pandora keeps buffering every song on two different networks & two different devices only when on wifi

it works on cellular any input would be great

did all resets uninstalled everything about ready to go to spotify 

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AdamPandora
Moderator
Moderator

@gypsylu06 I do see you've submitted a message to our support team through our help page.

Please keep an eye out for their email reply, and they will be happy to further assist.

Thanks for your patience in the meantime!

Adam | Community Moderator

Let's share music in the Music + Podcasts

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Kay89
Local Performer

My pandora just stopped working a week ago. It says buffering at the bottom and will skip through about 8 songs but never play any of them. After it stops it will say, "I'm sorry I'm unable to retrieve music from pandora.com. I've reset, Un-installed, re-installed, clear cache and data, made sure my settings slwas allowing it to play in the background, and all that good stuff and still not playing. Doesn't matter if I'm on wifi or not, doesn't even play in my car! 

Screenshot_20230319_003823_Pandora.jpg

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AdamPandora
Moderator
Moderator

@Kay89 I moved your post over to this existing thread: Android: "Unable to Retrieve Music" Error

I'd like to report your issue to our engineering team. Can you send over a bit more info about your device?

  • Model:
  • Carrier:
  • Android version (Settings > About Phone):
  • Build number (Settings > About Phone):
  • Android Security Patch Level, if noted on your device (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

Have you identified any other patterns or notable information?

Let me know what you can find out.

Adam | Community Moderator

Let's share music in the Music + Podcasts

0 Kudos