Desktop App: Frequently audio stops with spinning image

[Stelcom66]

Happens very frequently when listening. The only way I've found to resume playing is to choose another station and return to the one I was listening to. It never happens when I go to Pandora's website using Chrome of Firefox. It happens so often I was considering uninstalling the app and listen by going to the website. I thought there would be an advantage to having the app. I thought I'd post this if there's any resolution. I did see another post where there were a whole lot of pc troubleshooting steps, but I believe it didn't resolve the situation for the member.

mod edit: changed title for clarity

[AlyssaPandora]

Hey there, @Stelcom66. 👋

I understand your hesitation. While the steps may not work for each community member, it could help resolve the issue in your instance. I would recommend resetting the app data and then, uninstalling / reinstalling if the issue persists. 

• Are you using a Windows machine or a MAC computer?
• Have you noticed any error messages? If so, what exactly does it say?

In the meantime, you can use these steps to troubleshoot:

• Troubleshooting the app on Mac
• Troubleshooting the app on Windows

---

Another option is try to reboot your connection to see if that helps with the spinning image.

Rebooting your connection: 

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.

I hope this helps. Let me know how it goes. 🎧

[Stelcom66]

Hello Alyssa, no error message. A screenshot is attached. I'll de-install and re-install the app. Not going to disrupt and shut down my internet hardware, I don't have trouble with anything else. If I have the same trouble, I'll just connect via the website. Thanks for the reply. 

[AlyssaPandora]

Thanks for the follow up, @Stelcom66.

Feel free to let me know if the issue persists. 🎧

[Stelcom66 · Accepted solution]

Same thing happens as suspected after deleting/reinstalling. Not a big deal to use a separate browser to the Pandora site to listen. 

[jeffemandel]

I've had this problem for some time, and the suggestion to reinstall is not helpful. I ran with Console logging and found that when it entered the spinning platter state, I get the following item in my log:

     HALC_ProxySystem.cpp:175    HALC_ProxySystem::GetObjectInfo: got an error from the server, Error: 560947818 (<private>)

This is with macOS Sequoia (Version 15.3.2 (24D81)), but has been an issue across multiple previous versions of the OS. So can someone with access to the source code determine what error 560947818 is and why it is unique to the Desktop player?

[MariaPandora]

Hi @jeffemandel !

Thanks for providing that information, we appreciate the time you took to investigate this and to share your findings with us. 

While we believe that this error is a generic error message, I have passed the information along to our engineering team for further review and investigation.

Thanks for your patience while we check this!

[Stelcom66]

 It's been almost a year since I reported this and it still happens. I wouldn't mind so much if I was listening for free - but I've had a paid subscription for several years. I think it started happening about a year ago.

[jeffemandel]

Yes, this is why some people write informative error messages rather than dumping integer error messages in the system log.