Hisense: "Cannot connect to Pandora" message

[Decentr1]

EVERY day at some point after starting Pandora I get a white screen msg on my Hisense TV "Cannot connect to Pandora", and the only means of reestablishing the connection is to uninstall, then reinstall and log back on to Pandora.  Any solution to this?

Moderator Edit: Changing title for clarity

[TannerPandora]

Hi @Decentr1 

Welcome to community! I’m really sorry you’re running into trouble listening to Pandora on your Hisense TV. 

To help get a better idea of what might be going on, I’d like to ask a couple quick questions about your setup:

• Is your Hisense TV connected via WiFi or directly through an Ethernet cable?
• When this happens, are other apps on your TV able to connect to the internet without issues?
• About how long after starting Pandora does the error typically appear?

---

In the meantime, let’s try clearing the app’s data and cache, this can help resolve some persistent connection issues.

• On the supplied remote control, press the HOME button.
• Select the Settings Gear icon 
• Follow the steps according to your TV menu:
• Select Apps → See all apps → Show system apps.
• Select Apps.
• Under System apps, select Pandora.
• Select Clear cache, then select Ok.
• If the issue still occurs, move on to the next step.
• Select Clear data, then select Ok.
• If displayed, select CLEAR ALL DATA, and then Ok

Please note that these steps may be slightly different depending on the model of your TV. If you find that they don't match exactly, please reference your owner's manual for more specific steps on how to clear the app data and cache for your model.

Let me know how it goes, thanks for the help!

[Decentr1]

Hi and thanks for responding. To answer your questions, TV is connected via WiFi out of necessity and I haven't added any other aps to the TV other than Pandora to know if they are effected.  Thank you for your suggestions on clearing cache and data - I did that and will know later if that worked.

[Decentr1]

Well, clearing the cache & data made no difference.  BTW, every day I also have to go through the Pandora app delete and reinstall in order to use it - then anywhere from a few minutes to a couple of hours later I get the "cannot connect" msg and go through that routine again.  My internet provider is T-Mobile so I'm getting my signal through a receiver.  I suspect I may be losing the signal periodically for a half second or so and Pandora can't handle that - just a hunch. 

[TannerPandora]

Hi @Decentr1 

Thanks so much for following up, I really appreciate it, and I’m sorry you’re still running into trouble.

I took a closer look at your trace logs and found something that didn’t look quite right, so I made a couple of small adjustments on my end that should help improve things.

When you have a moment, could you try again and let me know how it goes? If the issue persists, please run through the troubleshooting steps one more time and then give it another try.

Let me know it goes. Thanks!

[Decentr1]

Thanks for continuing to keep an eye out on this problem...unfortunately making those small adjustments appears to have made it significantly worse!  My Pandora session now lasts approximately 45 min to an hour and then dies.  If you could change it back that would be great as uninstalling, reinstalling and logging back in every hour is about to do us in

[TannerPandora]

Hi @Decentr1 

Sorry for the delay and to hear you're still having trouble! 

Are you still having the same experience, or has anything changed since the last time we checked in? I did revert the changes on my end, so I’m curious if that made any difference for you.

When you mention that your session “dies,” are you seeing the same error message as before, or is something new showing up?

When you have a moment, could you check the Pandora app version on your TV (you can find this in the app store) and let me know what it shows?

If possible, it would be really helpful to see a picture of what’s happening on your screen. You can upload images directly here in the community, this works best from a mobile device or web browser, as attachments aren’t supported through email replies.

Thanks again for sticking with me on this! 

[Decentr1]

Attached is the picture of the screen when disconnected. Pandora version 3.0.0 static.
Today it worked much better, restarted one time throughout the day.
Sent from my iPhone

[Decentr1]

Hi Tanner, the reply yesterday was from my wife. Not sure where she found the version but I just checked and it’s 4.3.1

Yesterday we had Pandora on all day and only lost the connection once (a huge difference and if it continues I can live with that).  Regarding the screen message I get when Pandora is dropped,  it’s a white screen with symbol (maybe for the signal) and in large blue letters under that is “Cannot connect to Pandora” and under that in smaller black letters “Please check your connection.” Sorry I’m not clever enough to send a screenshot.
At this point I suspect the problem is either my internet provider or even more likely my TV. Thanks for all your support!

[TannerPandora]

Thanks for the follow up @Decentr1! Glad to hear there is some improvement.

Would you mind sending the picture again, I don't see that it came through. Pictures can be added on a browser like Chrome or Firefox. Unfortunately, they won't be added if you're responding through email. 

Thank YOU for your patience and sticking with me through this, it's appreciated! 

[Decentr1]

Here is a pic of the screen:

[TannerPandora · Accepted solution]

Hi @Decentr1!

Sorry for the delay, I was away and am just now catching up. 

It looks like the picture didn’t come through on my end, but no worries. I’m going to spend some time digging into this a bit more to see if I can find anything helpful.

If I’m not able to track down a clear cause, I’ll go ahead and create a ticket and share this with our engineering team so they can take a closer look.

Thanks again for your patience!