Trouble Listening on Chrome + Firefox

[Neil2]

Problems with Pandora MacOS Mojave on Chrome and Firefox.

Pandora audio now stops after less than one song on any given Station. The oscilloscope-style graphic looks like the audio is flowing but no audio comes through. The audio setting for Pandora is fully turned on. This happens on Chrome and Firefox with MacOS Mojave and on relatively new iMac and MacBookPro. I reload the Pandora page and it again plays for a song or less and then cuts off.

mod edit: changed title for clarity

[AlyssaPandora]

Hey there, @Neil2. 👋

Sorry to hear that you're having trouble listening on Chrome and Firefox. Thanks so much for posting about your experience on the Pandora community.

If you haven't already, I would recommend trying out these steps to see if it resolves the issue you're experiencing. I have a trace enabled on your Pandora account in case we need to report this over to engineering.

• Troubleshooting steps for Chrome
• Troubleshooting steps for Firefox

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If you're still having trouble:

• Are any error messages popping up when this happens? If so, what exactly does it say?
• Does this occur with any song? Or does this happen on one specific station?
• Which browser is the one you use the most to listen to Pandora?

Hopefully those steps help. I look forward to hearing back! 🎧

[Neil2]

I've tried the Troubleshooting steps for both Chrome and Firefox on each device, with no resolution. I usually listen to Pandora on Chrome, after having read about how Pandora and Firefox can have issues. No error messages and the symptoms occur with any song on any Pandora station and generally happens before any particular track ends. I have noticed a lot of recent interventions by Pandora to verify my identity and account details, which gets a little annoying, as I am a Pandora Plus subscriber. I saw a previous thread or two speak to Pandora reps mentioning their being vigilant about accounts that have a lot of use via one particular sign in account/name. I do play Pandora in both home and home office venues and occasionally forget that it's running on the other machine. But I would hope that isn't making me a suspect or some such.

[AlyssaPandora]

@Neil2 Listening on multiple devices, or for extended periods of time shouldn't prevent you from listening. You may encounter a "Someone Else is Listening" error message if you have Pandora playing on two difference devices simultaneously. More information about that specific error message can be found in my post here: "Someone Else is Listening" Message 

You can also 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.

If Pandora still isn't working, could you check if you're able to connect to your network using another streaming service, such as YouTube without any issues?

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While this doesn't resolve your current issue, we also have a Pandora Desktop Application for MAC computers that you may be interested in. Just sharing in case you'd like to explore this option. You can find out more information about it here.

Thanks for sticking with me on this. 🎧

[Neil2]

First off, I appreciate your quick feedback and attempts to help. That said, I've tried rebooting the router and restarting Pandora et al and it doesn't work. I have had the Some Else Is Listening to Your Account message before and it does work.

I have no problems with any other of my many streaming services, just Pandora, and will look at the Desktop Application gambit as we seem to be running out of solutions unless another specialist has an idea of what's happening.

[AlyssaPandora]

@Neil2 Thanks for getting back to me. I understand how frustrating this can be. Based on your messages, it sounds like you've gone through all of the troubleshooting steps from your end.

Looks like you're already working with a User Support specialist via email to assist with your issue.

The next step is to send over a web diagnostic link for your browser so we can share this with our engineering team. The specialist you're working with will send this over via email. 

Appreciate your patience during this process. 🎧

[Neil2]

I did the diagnostics for both the Chrome and Firefox browsers over a week go and reckoned I would hear from an engineer. It's been over a week and nothing. I also downloaded the Pandora app, as per one earlier suggestion, and the audio problem continues to occur. I'm not convinced Pandora knows what it is doing on the technical side to solve this dilemma.

[AlyssaPandora]

Sorry for any confusion, @Neil2.

Our engineering team wouldn't contact you directly to offer assistance or troubleshoot. I know this has been frustrating, and I appreciate your patience with me throughout our correspondence.

Unfortunately, we've exhausted all of our known solutions, so there's nothing more I can recommend. Your diagnostic reports and feedback were reported directly to our engineering team on an internal ticket for them to investigate.

Thanks so much for your patience during this process. 

[dwmpasadena]

Is Pandora still supporting Firefox? I had to give up on using it and move to Chrome. This seems pretty extreme. I actually prefer Firefox. If you're not going to support it anymore, you should at least be honest about it. Problems are stacking up. Time to move over to another music service? 

[TannerPandora]

Hi @dwmpasadena! Thanks for posting

Pandora does support use on Firefox.  Can you explain your issue a bit further? The more details you're able to provide, the better equipped I'll be to help.

In the meantime, if you haven't already, I recommend trying the troubleshooting steps found here. 

Can you let me know the version of Firefox you're currently using?

Thanks!