Error: "We're having trouble playing audio on this device"

[chouse]

I recently started getting the message below (48 hours). I am using a desktop and have no issues listening to music from other sites. My account works because I can listen on my mobile. Any idea how to fix this?

[AlyssaPandora]

Awesome! I'm glad to hear that helped, @Beannie. I've shared your feedback with our Device team. 

If anything else pops up, please don't hesitate to let me know. Happy listening! 🎧

[kharpo7]

Pandora stuttering and stopping on Chrome and Edge on Win 10 PC

This has been going on for months now. I stream Pandora while playing pc games or just whenever. It doesn't seem to matter if i am running other programs or not. Sometimes i get a couple songs to play successfully and sometimes it won't even start my stations. Songs will stop in the middle, or stutter then stop. I have cleared the cache on both browsers, checked my internet bandwidth (i think its sufficient), ran task manager to see if anything is maxing out. Nothing obvious. 

This is getting to the point that i am about to bail on Pandora. If anyone has any suggestions I would appreciate them. Thank you

[AlyssaPandora]

Hi there, @kharpo7. 👋

Sorry to hear that you're running into this issue. 

Do you receive any error messages when this happens? If so, what exactly does it say?

Also, we do have troubleshooting steps you can try to see if that helps resolve the issue:

• Chrome Troubleshooting
• Edge Troubleshooting

If the issue persists, let's try 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. Feel free to let me know how it goes. 🎧

[kharpo7]

Hi AlyssaPandora,

Thank you for your reply.

I spent 45 mintues on this. I ran all the troubleshooting for Chrome. I closed the browser after each change. Same results.The error that i get is "We are experiencing trouble playing audio. If problems persist please check your internet connection and refresh your browser."

Then i played Spotify for over an hour with zero lag on the same browser. I really want to keep Pandora but i am about to say goodbye and good riddance. I hate to do that. Pandora is like an old friend.

Thank you,

Kharpo7

[AlyssaPandora]

Thank you so much for getting back to me with that information, @kharpo7. I have shared this with our engineering on an internal ticket so they can investigate further. We appreciate your patience during this process. 🎧

[ludwignice]

ALways show “We're having trouble playing audio on this device” I have cleared all the data and cache of my browser, refreshed my dns, and turned on and off the browser many times, but I still have the same problem. I refer to other solutions given by the community, including security settings and browsing browser settings, I have released the corresponding settings, and at the same time, I have also turned off the security software on my computer, and I do not have any ad-blocking extensions, but the same error will still be reported, I also tried to use edge browser, there will still be a similar error, can someone contact me to troubleshoot this problem, I want to solve this problem, thank you

I have captured the problematic data packets through wireshark, if any technical staff needs to provide my email address, I will send the capture file to him via email

[AdamPandora]

@ludwignice Could you tell me a bit more about what is happening?

1. If you are on a computer, are you listening from:
• A Mac or Windows computer?
• Our website, or the desktop app? If you're listening from our website, what browser are you using?
2. Can you provide me with a screenshot of what you're seeing?

Thanks for working with me on this.