"Offline Stations Have Not Finished Downloading" Error

[tonaburton]

I get the following message whenever I try to go to offline mode.  This has been going on for a few months now.  I had no issues before.  I have a LG G7 ThinQ phone and a Pandora Plus account.

mod edit: format

[AlyssaPandora]

Hi, @tonaburton. 👋

Sorry to hear that you're having trouble with this. 

I edited your photo to protect your privacy as your email address was visible for your Pandora account. I've enabled a trace on your Pandora account just in case we need to escalate this to our engineering team. 

++

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.

Let me know how it goes. 🎧

[tonaburton]

I still have plenty of storage.  I am not able to to toggle from offline to online or back again.  As soon as I tap the Offline Mode button, I get the message.  It never actually goes to offline mode.

[AdamPandora]

@tonaburton Thanks for following up.

Please try running through the troubleshooting steps listed here.

Let us know if this helps.

[tonaburton]

Yeah I've already tried that as well. No dice.

[AdamPandora]

@tonaburton Sorry to hear those steps didn't help.

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

• Model: LG G7 ThinQ
• 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

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

Have you identified any other patterns or notable information?

Let me know what you can find out.

[tonaburton]

Carrier T-Mobile

Android version 10

Build number QKQ1.191222.002

Android security patch level September 1, 2020

Pandora version 2010.1 (android — tuner) 20101015

I have this issue whether I  am on cellular or wi Fi. it doesn't seem to make a difference.

I appreciate your help!

[AdamPandora · Accepted solution]

@tonaburton Thanks for writing back with that. I've sent this over to our engineers. This information is really valuable, and helps us determine what might be happening.

I know this has been a frustrating issue, and I can assure you we are working on a resolution.

We really appreciate your patience in the meantime!

[tonaburton]

ok, somebody did something because it's working like it should now!

Thanks for your help!

Tona

[AlyssaPandora]

@tonaburton Awesome! So glad to hear that everything is back up and running.

Please don't hesitate to let us know if anything else pops up. Happy listening! 🎧

[Johnlloydcowgil]

I am having the same issue. Need help!!😅

[AlyssaPandora]

Hi there, @Johnlloydcowgil. 👋

Thanks for posting about your experience. Sorry to hear that you're receiving the same error message and having trouble downloading your stations with Plus.

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. 

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

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 next post.

Hope this helps. Let me know how it goes. 🎧