"Lost your internet connection" Error Message

[Tjazz38]

When I load Pandora on my Android phone, it gives me the message it appears you've lost network connection despite the fact that my phone shows a good connection to my home wireless network. How do I correct this?

Moderator Edit: Edited title for clarity

[shawnkelley112]

Every time I open the Pandora Android app I get the message that "It appears you lost your internet  connection. Pandora is switching to Offline Mode until the connection is restored".

It happens on multiple devices on cellular and wifi.  I have cleared cache/data, ever uninstalled and reinstalled.

After re-installation the problem went away for about 5 cycles of opening the app; but after a few days it began again.  

What is the problem?

[AlyssaPandora]

Hey, @Tjazz38. 👋

Sorry about that error message.

Let's try out these steps on your Android device to see if it helps.

Feel free to keep my updated on whether this resolves your issue. 📲

[AlyssaPandora · Accepted solution]

Hey, @shawnkelley112. 👋

Sorry to hear that this is happening. I moved your post over to this thread as it appears that you're experiencing a similar error message.

I checked in with our User Support team, and I do see that you were in touch with one of our specialists via email.

It sounds like you've run through all of the applicable troubleshooting steps for your device, which can be found here.

++

Please provide more details about your device(s):

• 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, and I can report this for you.  ✅

[Tjazz38]

Did that and it still happens

[AlyssaPandora]

@Tjazz38 Could you provide your device information as requested in my post here?

I can report this for you.

[skippygirl12]

For multiple days now it has told me I need to retry my Network connection. I havent been able to listen to my music on the app for multiple days. I am gettting very annoyed that I am paying for something that is not working. Any advice for me? I have tried uninstalling the app and reinstalling . Nothing has worked. 

[AlyssaPandora]

Hey, @skippygirl12.  👋

I moved your post over to this thread as it seems similar to what other listeners have posted recently.

Please try out the steps in my post here.

If you still run into issues, feel free to let me know. 🎧

[Tjazz38]

Phone model: Samsung S10

Carrier: TMobile

Android Version:10

Build #: QP1A.190711.020.G973USQU2CSKP

Security patch: December 1,'19

Pandora version: 1912.1

[Tjazz38]

So what is the solution? I've tried the troubleshooting steps you mentioned, provide you with the information on my phone.

[AlyssaPandora]

@Tjazz38 

I've gone ahead and reported your information to our engineering team for further review. They are currently looking into what is causing this issue.

Is it possible to post a screenshot of the exact error message you're seeing?

• To take a screenshot on your Android device, press the Home button and the Power button (on the right side of your phone) at the same time. You may hear a camera shutter sound (if your volume is turned on), and your screen will be captured.
• To access your screenshots, go to the Gallery and look in the Screenshots folder. Send this photo as an attachment to your response.

I'd like to add this to your info for our engineers. 

[jbmuse4l]

This happens to me, with Pandora Premium, frequently ~ as the last couple of days.  My suspicion is that when traffic heavy ~ weekends, holidays, and ... now with everyone home during the lock down for COVID-19 ~ the band width won't sustain the traffic.

Have the techs confirmed this?  There's a trend on my end.

Like SkippyGirl above, I find this annoying and feel there should be some sort of allowance for downtime in billing.  I think as with Zoom lately, Pandora may be a victim of its own popularity.  Great for company.  😆    😕  Bad for listeners.

jbmuse4

[AlyssaPandora]

Hi, @jbmuse4l. 👋

Sorry to hear that you're running into this error message as well.

I haven't seen any mentions of this since January 2020. However, it sounds like it has popped up again. We definitely want to make sure you're able have a positive listening experience, and appreciate you letting us know what's happening.

++

To be clear, does the error message say "Waiting for connection...." or "You've lost your connection..."? 

I'm asking because I have seen recent mentions of the "Waiting for Connection" Error after Updating to 2002.2 in this thread.

If possible, could you provide a screenshot of the exact error message you're seeing?

Also, please provide the requested info from my message here. I'd like to share this information / your experience with our engineering team so they can investigate.

Thanks so much for your help with this!

[Carrol]

Everything on my phone is working even other musoc apps but pandora says no internet connection