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Error: 'Trouble Connecting to Pandora' on Desktop App

Genox
Local Performer

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!

Genox_0-1601394191171.png

 

mod edit: changed title for clarity

Labels (1)
17 Replies

AlyssaPandora
Moderator
Moderator

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. 🎧

Alyssa | Community Moderator

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Genox
Local Performer

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
Moderator
Moderator

@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. 🎧

Alyssa | Community Moderator

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ryanbuening
Underground

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.

ryanbuening_0-1601989510686.png

 

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AlyssaPandora
Moderator
Moderator

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. 🎧

Alyssa | Community Moderator

Let's talk music in Community Chat

ryanbuening
Underground

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
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ryanbuening
Underground

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

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AlyssaPandora
Moderator
Moderator

@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. 🎧

Alyssa | Community Moderator

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ryanbuening
Underground

Any update on this? Still not connecting.

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AlyssaPandora
Moderator
Moderator

@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. 🎧

Alyssa | Community Moderator

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finiteInfinity
Underground

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.

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ryanbuening
Underground

What's the status on this???

AlyssaPandora
Moderator
Moderator

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. 🎧

Alyssa | Community Moderator

Let's talk music in Community Chat

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finiteInfinity
Underground

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.

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AlyssaPandora
Moderator
Moderator

@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! 🎧

Alyssa | Community Moderator

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finiteInfinity
Underground

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

AdamPandora
Moderator
Moderator

@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!

Adam | Community Moderator

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