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Web: Songs Cutting Off Before Song Ends

KCMetroGnome
Underground

I'm having this problem as well. It is from my browser (Chrome). I rarely listen on my phone, so I'm not sure if the problem would be happening there. But every 2nd or 3rd song cuts off halfway through on my browser. It started about the same time frame as mentioned by others in this thread.

 

mod edit: changed title for clarity

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23 Replies

AlyssaPandora
Moderator
Moderator

Hi there, @KCMetroGnome. 👋

I moved your post over to the Desktop space to keep everything organized.

To better understand what's happening, I've enabled a trace on your Pandora account. Would you mind trying out these steps while the trace is enabled, to see if it helps?

You can find the steps here: Chrome Troubleshooting

Let me know how it goes. 🎧

Alyssa | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport

KCMetroGnome
Underground

Hi, @AlyssaPandora. I tried those steps and have not had any success. Songs are still getting cut off about every 2nd or 3rd song. The timer keeps progressing toward the end of the song, but there is no sound and it actually does not skip to the next song unless I go to that browser tab and manually skip

Thanks,

Rob

AdamPandora
Moderator
Moderator

@KCMetroGnome Sorry to hear those steps didn't work.

Did you have a chance to try Mozilla Firefox or a different browser? I understand switching browsers isn't an ideal solution, but this will help determine whether or not this issue is browser-specific.

You can download Firefox here.

Let me know how it goes.

Adam | Community Moderator

Let's share music in the Music + Podcasts

KCMetroGnome
Underground

Today I've been using Firefox all day and I have not had the same problem. So it does appear to be Chrome specific. As you mentioned, it would be my preference to not have to use a different browser for Pandora, but it is a workable solution for right now. Is there anything else I can try changing in Chrome that might help? Or does this mean that someone at Pandora or at Google would have to change something?

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AlyssaPandora
Moderator
Moderator

@KCMetroGnome I'm unaware of any changes that could be causing this issue for you. However, I will share this information with our engineering team on your behalf so that they can investigate further. 

Could you confirm whether you're noticing any error messages? If so, what exactly does it say?

Have you seen any "buffering" errors when this happens?

Let me know. 🎧

Alyssa | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport
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KCMetroGnome
Underground

There are no messages. The song just suddenly goes quiet. Sometimes the timer bar continues to count down and sometimes it stops counting (but it still shows the triangle for 'playing' not the double bars for 'paused'). When I click to skip to the next track it moves forward just fine and plays the next track.

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AlyssaPandora
Moderator
Moderator

@KCMetroGnome Thanks so much for sticking with me on this. I've sent over an email so that you can run a diagnostic test on your web browser. If you don't see my email yet, please be sure to check your spam / junk folder. Once I have this info, I can share this with our engineering team as well. 🎧

Alyssa | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport

awd
Local Performer

I maybe have similar problem. Pandora plays a while then stops. sound apt shows no input. After awhile Pandora starts playing again about where it stopped. Happens on all three browsers so is not a browser problem. If refresh page it starts playing again. This is on Home desktop H.P. pavilion. Have cleared catch and reload Pandoro to no avail. Did not have problem when started using Pandora, Started about 2 years ago. Arthur

 

 

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AnaSpringer
Local Performer

I am having the same issue and I run mine on a web browser on a desktop PC.  It has been happening every couple of songs or so, but it is definitely cutting the songs short.

Your troubleshooting guide is for Android phones.  Any other suggestions?

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AdamPandora
Moderator
Moderator

@AnaSpringer I moved your post over to the Desktop space.

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. Is there an error message? If so, what does it say?
  3. Can you provide me with a screenshot of what you're seeing?

Thanks for working with me on this. 🤝

Adam | Community Moderator

Let's share music in the Music + Podcasts

AnaSpringer
Local Performer

I'm having the same issue.  Can you send me the email?

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AlyssaPandora
Moderator
Moderator

Hi, @AnaSpringer. 👋

Thanks for reporting your experience as well. 

Could you confirm whether you've run through the troubleshooting steps already? You can find those here: Chrome Troubleshooting

If you're having trouble with a different browser, you can find more troubleshooting steps here:

Let me know, and I can send over the diagnostic email for your browser. 🎧

Alyssa | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport

frag_68
Local Performer

The issue occurs in Chrome and Chromium-based Microsoft Edge for me as well.

Chrome build: 91.0.4472.114 

Edge build:  91.0.864.54 

Every two or three songs (or advertisements) stop part way through and skip to the next song.  Skipping the ads is nice.  😄  It persists through a reboot and occurs even when using InPrivate browsing.

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AlyssaPandora
Moderator
Moderator

Hi, @frag_68. 👋

Thanks for providing those details. I've shared this information with our engineering team on your behalf. They are currently investigating this issue. 🎧

Alyssa | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport

AnaSpringer
Local Performer

I only use Firefox for Pandora.  I have tried all of your suggestions so far.  There has been one change.  Now instead of cutting the songs off about 10 seconds before the end, it now plays half of the song and automatically goes to the next song.  Right in the middle.  Of every song.

This is soooo frustrating.

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AlyssaPandora
Moderator
Moderator

@AnaSpringer Thanks for letting me know. I've shared all of the information on this thread with our engineering team. We've opened an internal ticket to investigate what is happening. I completely understand how frustrating this can be. In the meantime, we appreciate your patience while they work on this. 🎧

Alyssa | Community Moderator
Let's talk music in Community Chat
Follow us on Twitter @ PandoraSupport

kyle9698
Underground

@AdamPandora , I have been having the same issue now, everyday, for the past couple of weeks and it is quite frustrating since I use it daily and that I am paying for the service. I'd appreciate any help you can provide however. 

I am on a Macbook Pro, with the current OS being Catalina v10.15.7. I'm mostly using Chrome as my browser, but tried FireFox as well, with the same results. 

When it goes out, I get the message that the internet connection is not stable, but only when I click the play/pause button, and then I am unable to click it again to start play again, so I need to refresh for it to start playing again.

So far, I have only had issues with the desktop app; mobile seems to work as expected.

Let me know if you need any further information to resolve the issue.

Thanks

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AdamPandora
Moderator
Moderator

@kyle9698 I moved your post over to this existing thread:

Just to clarify, you are running into this issue on:

Could you confirm whether you've run through the troubleshooting steps already?

You can find those here: 

If not, please make sure to try these out, and let us know if you continue to experience issues with this.

Adam | Community Moderator

Let's share music in the Music + Podcasts

kyle9698
Underground

Oh wow, this is embarrassing, didn't know or even think to look into a desktop app for Pandora 🤦‍♂️ I've always been streaming from the browser. Just downloaded the app, so we'll see how that goes. Thanks for the quick reply @AdamPandora !