Thumbs Don't Work in Offline Mode

[Mary_janias]

I just recently switched to a different phone and had to re-download my offline stations. When I did, I didn't like most of the songs on one of the stations, so I went through and thumbs down the ones I didn't like. I deleted the downloads, and re-downloaded the stations again. Why am I getting the same songs that I just put a thumbs down on? I even restarted my phone in between deleting and downloading.

mod edit: changed title for clarity

[AlyssaPandora]

Hey there, @Mary_janias. 👋

I checked in with our User Support team and it looks like you may be using an Android device. I moved your post over to the Android section to keep the community space organized.

We periodically refresh your offline stations based on your online listening habits and the Thumb feedback you give. Each offline station that is downloaded will provide approximately 3 hours of music for you to enjoy. While listening offline, it's important to continue giving feedback in the form of:  👍 👎

 The next time you connect to Pandora through Wi-Fi or a mobile network, we will use that info to personalize and replace the offline tracks with new ones. 

++

Could you try reconnecting through WiFi or cellular? 

Let me know if you continue to have trouble with this. 🎧

[Mary_janias]

The 👍👎 option is still not working properly. I put a 👎 or 👍 on all of the songs on my offline stations and they didn't stay the next time I opened the app.

[AlyssaPandora]

Thanks for the follow up, @Mary_janias.

Sorry to hear that you're still having trouble after reconnecting.

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:
  • Go to Profile, then select Settings. Scroll to the bottom of the screen for the version number.

Thanks for your help with this! 🎧

[Mary_janias]

Model: galaxy s6

No carrier, I only use Wi-Fi 

Android version: 7.0

Build number: NRD90M.G920VVRU4DRE1

Android security patch level: March 1, 2018

Pandora version: 2007.1 (ANDROID-TUNER 2007.1RC8)

[AlyssaPandora]

@Mary_janias Thanks so much for providing those details.

I'm sharing this info with our engineering team for further review.

Appreciate your patience while they look into this. ✅

[Mary_janias]

I'm not getting refreshed songs. So I'm going to cancel my subscription until this is resolved. 

[AdamPandora]

@Mary_janias Is it possible that this might be occurring because there is not enough storage on your device?

Pandora will never use the last 500MB of storage on your device, so we will only download as many stations as we can before we hit that limit.

If it doesn't appear to be storage related, I'd recommend disabling the offline listening feature and re-enabling it, which will reset the download process. Then, make sure to keep Pandora in the foreground of your device while the download completes.

To do that from a mobile device:

1. Tap the Profile tab and then the Settings gear in the top right corner.
2. Toggle Offline Mode off, and confirm that you'd like to remove the content from your device.
3. Toggle Offline Mode on again, to reset the download process.
4. Keep the Pandora app in the foreground of your device while your offline stations re-download.

If you continue to have trouble, please send over a screenshot showing the status of the downloads:

1. Tap the Profile tab and then the Settings gear in the top right corner.
2. Next select Offline. You should now be able to view a progress bar indicating the current download status.
3. Take a screenshot of what you see here and attach it to your direct reply to this email.

Thanks for working with me on this. 🤝

[Mary_janias]

I freed up some space, uninstalled Pandora, restarted my phone, reinstalled Pandora, and did like you said and toggled offline off, restarted my phone again, and then toggled offline back on. It downloaded the same 2 stations with the same songs that I had put a thumbs down on. I had previously deleted one of my downloaded stations in hopes that it would download a different one, but it didn't. I'm also including a screenshot of how much storage I have left on my phone after the download. Thank you for helping me.

 

 

 

 

 

 

[AlyssaPandora]

Thank you for letting us know and for running through those troubleshooting steps, @Mary_janias. I understand how frustrating this could be. I have reported this again to our engineering team as you're still having trouble with this.

Could you confirm which Pandora app version you're using now?

Pandora version:

• Go to Profile, then select Settings. Scroll to the bottom of the screen for the version number.

Thanks again for sticking with us through this process!

[Mary_janias]

Here's a screenshot of it in case I wrote it down wrong the first time

 

[Mary_janias]

I just got a new phone and I'm still experiencing the same problem. Something else I've noticed is on the one station I'm having issues with, I'll put a thumbs down on all but 4 songs and the station just disappears. I then remove stations and redownload them and the same songs that I put a thumbs down on are back.

[AlyssaPandora]

@Mary_janias Thanks for letting me know - I updated the ticket we have open.

Could you tell me the following about your new device?

• Model:
• Carrier:
• Android version (Settings > About Phone):

Then, I can make sure this is updated accurately.

[Mary_janias]

Model: G5

No carrier

Android 9

[AlyssaPandora]

Thanks for the update, @Mary_janias!