Error: 'Trouble Connecting to Pandora' on Desktop App

[Genox]

My desktop app has stopped connecting.  All I get is the following window.  I have uninstalled/reinstalled/rebooted.  Nothing seems to work. It's very frustrating.  How do we fix this?  I can play via web version just fine.

And please, before someone comes back with the generic 'Reset your app data', that solution WON'T work  because I can't *open* the app to be able to reset the data!

mod edit: changed title for clarity

[AlyssaPandora]

Hey there, @Genox. 👋

Thanks so much for posting, and sorry for the continued trouble.

• Does this happen on a work computer or a personal one?
• Are you using a VPN on your computer? 
• Also, are you able to stream Pandora normally through a web browser like Chrome or Firefox?

++

Could you share a bit more information about how you're listening?

• Make and model of your device;
• Mode: Desktop or Tablet?
• Network (Wi-Fi or 3G/4G/LTE);
• Are there any other error messages? If so, what do they say?
• Also, are you running a Preview Build of Windows? If so, are you in the fast ring or slow ring?

Let me know, and I can follow up with you. 🎧

[Genox]

Hi,  thanks for responding.

- This is on a work computer but I have no restrictions on software

- I am not using VPN

- Yes, I can stream normally via web browser

- I'm using Windows Surface Book 2, Windows 10 Pro 64-bit

- Desktop Mode

- Wifi

- No other error messages

- Not sure what Preview Build is.  I'm using a full install of Windows.

[AlyssaPandora]

@Genox Thanks so much for getting back to me with this information.

I've shared this with our engineering team. I would recommend streaming from your web browser while they investigate this issue. I'm sorry for any inconvenience this may cause.

Thanks for your patience during process. 🎧

[ryanbuening]

I just installed the Windows 10 desktop app for the first time and I'm getting the following error on startup every time. My internet connection is fine.

[AlyssaPandora]

Hi, @ryanbuening. 👋

Sorry to hear that you're running into this issue while using the Pandora Desktop app on your computer.  I moved your post over to this existing thread to keep the community space organized: Error: 'Trouble Connecting to Pandora' on Desktop App

Another listener mentioned this issue recently. We created an internal ticket with our engineering team so that they can investigate.

If you haven't already, feel free to try out these steps to troubleshoot.

If you continue to have trouble, would you mind providing the following details requested in my post here? I'd like to share this information with our engineering team.

Thanks so much for your help with this. 🎧

[ryanbuening]

Does this happen on a work computer or a personal one?

- Work

Are you using a VPN on your computer?

- No

Also, are you able to stream Pandora normally through a web browser like Chrome or Firefox?
- Yes

Make and model of your device;

- Dell Latitude 5501

Mode: Desktop or Tablet?

- Desktop

Network (Wi-Fi or 3G/4G/LTE);

- Ethernet

Are there any other error messages? If so, what do they say?

- No

Also, are you running a Preview Build of Windows? If so, are you in the fast ring or slow ring?

- No

I can't "Reset App Data" because the app doesn't open at all.

mod edit: format

[ryanbuening]

I can't "Reset App Data" because the app doesn't open at all.

[ryanbuening]

I can't "Reset App Data" because the app doesn't open at all.

[AlyssaPandora]

@ryanbuening Thanks so much for providing those details. I've shared this with our engineering team on your behalf. We have an internal ticket open for this issue. 

Your patience is appreciated while they work on this. 🎧

[ryanbuening]

Any update on this? Still not connecting.

[AlyssaPandora]

@ryanbuening Sorry to hear that the connection issues are still occurring. Unfortunately, I do not have an ETA for this. I've created an internal ticket with our engineering team. They are aware of this issue and are investigating.

Any updates on this issue will be posted in this thread. 🎧

[finiteInfinity]

I just started getting this error as well. Not sure if it's related, but it started happening after a windows update (KB4586781).

- Personal computer

- Happens both on/off VPN.

- Playback works through Firefox

- Home built Windows 10 PC

- Desktop

- Ethernet

- No other error messages (is there a log file to check somewhere?)

- Not running a preview build.

[ryanbuening]

What's the status on this???

[AlyssaPandora]

Hi, @finiteInfinity. 👋

Thanks so much for posting about your experience.

Regarding the VPN - using one can reroute your internet connection to another country. Unfortunately, using a VPN while trying to stream Pandora is not currently supported. Just wanted to clarify this information as you mentioned it happens with and without a VPN.

We recommend checking if you can make an exception for Pandora in your VPN settings, or if you can safely disable any VPN connections while listening to Pandora. You may want to contact the support team of your VPN for further assistance.

++

In the meantime, I'm going to share your details with our engineering team. 

Could you confirm whether you're able to stream Pandora successfully from a web browser? Or, is it just the desktop app?

Let me know. 🎧

[finiteInfinity]

Using the browser works, the desktop app is the only place I'm running into this issue.

This issue happens regardless of whether I'm on VPN or not. The VPN is also a relatively local network, I'm not connecting to the other side of the world or anything.

[AlyssaPandora]

@finiteInfinity I completely understand. I just wanted to share that information with you just in case. 

I know that you mentioned this is a personal computer. I checked in with our device team and they are asking follow up questions for your issue.

• Are you connected to a corporate network or personal network?
• Could you also provide the name of VPN you use? 

Thanks for sticking with me on this! 🎧

[finiteInfinity]

It magically started working again - I'm not getting the error anymore.

[AdamPandora]

@finiteInfinity Glad to hear things are back up and running again.

If this continues to be an issue down the line, please make sure to reach back out to us and let us know.

Thanks for listening!

[ryanbuening]

@AdamPandora @AlyssaPandora - I'm experiencing this issue again on a new Windows machine using the Microsoft Store Pandora app. Any ideas of how to resolve?

I have tried uninstalling and reinstalling multiple times.

[AdamPandora]

@ryanbuening I've enabled a trace on your account to help us better understand what's happening.

For this trace to be useful, we'll need you to run through our troubleshooting steps once more:

First, try resetting the Pandora app from the Help menu (not to worry, we'll keep track of your profile and collection for you). Press Alt on your keyboard to bring up a menu options at the top of the page, then select Help and Reset App Data.

If you're still having issues, try uninstalling and reinstalling using the following steps:

1. Locate Pandora in your Start Menu, and right-click to reveal an additional menu. Select Uninstall from the dropdown menu. From there, select Pandora from the list and confirm by selecting Uninstall once more.
2. Next, find our app in the Windows Store on your device. Search for Pandora in the upper right corner and click or tap Get to re-install.

Please note that downloading any application on your devices requires a Microsoft account and password, and it may be a different email address and password than those on your Pandora account.

Also, we do not support Pandora on unofficial OS releases, like preview or developer builds. We only support Pandora on configurations that we have fully tested, so as to ensure the application will work correctly and not cause any problems with functions of the device.

If that does not resolve the issue, can you please send me a new screenshot of the error message you are seeing?

Thanks for working with me on this.