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No sound on Samsung TV

Monicag
Local Performer

App won’t play music on Samsung smart TV. I’ve deleted and reinstalled app 3 times, songs/ads don’t play but they skip randomly.

Labels (2)
126 Replies

TannerPandora
Moderator
Moderator

Hi @coastalevans! Thanks for posting and sorry to hear this. 

I’ve enabled a trace on your account to help us better understand what’s happening. For this trace to be useful, we'll need to you to replicate the behavior you're experiencing. Let me know the time and date so I can take a closer look. 

Can you tell me a bit more about your setup? For instance:

  1. Which Samsung model is this?
  2. Which firmware version do you have? (To find this press Menu on your remote and scroll down to Support. Then select Software Update. The Firmware Version will be displayed to the right.)
  3. How is your device connected to the internet (Ethernet cable or Wi-Fi)?
  4. Do you have similar issues listening to Pandora on your computer?
  5. Does this happen when trying to play stations or playlist or both?

Thanks for your help with this.

Tanner | Community Moderator

Let's share music in the Playlist Swap

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coastalevans
Local Performer

Model: UN65RU800DFXZA

FIRMWARE VERSION 1372

Wifi network connection. (No other option) All other TV apps are working correctly. Rebooted moden and router, still not working...

Pandora works on all other devices - samsung 8 active phone, Macbook Air....

Tried different stations in collection. Some worked for 1 -2 songs. then all stopped working. 

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coastalevans
Local Performer

I'm available now and trying to listen now if you want to look from the back end..

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TannerPandora
Moderator
Moderator

Thanks for the info @coastalevans

I do see something that may qualify as unusual. I'll need to follow up with our engineering team for a second opinion. 

I've gone ahead and created a ticket and reported this to our engineers. 

Thanks for your patience in the meantime!

 

 

Tanner | Community Moderator

Let's share music in the Playlist Swap

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coastalevans
Local Performer

Thanks so much! 

When should I expect to hear back?

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TannerPandora
Moderator
Moderator

@coastalevans Unfortunately, I don't have time-frame at the moment with the holidays but I'll be sure to post any updates I receive here in this thread. 

Tanner | Community Moderator

Let's share music in the Playlist Swap

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coastalevans
Local Performer

Ok, thank you.

FYI

I tried the pandora app on another Samsung TV I have in the house. Played 1 song, then stopped working. Same issues as previously described.

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TannerPandora
Moderator
Moderator

Hi @coastalevans!

Is this the same model? If not, can you let me know the of the second TV, I'd like to include it on the report. 

Thanks again, happy holidays!

Tanner | Community Moderator

Let's share music in the Playlist Swap

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coastalevans
Local Performer

I'm having the same issue on ALL 3 Samsung TV'S in my home.

I tried all the troubleshooting recommendations outlined here in this post and other pandora support tech troubleshooting recommendations too.

I spoke with Samsung, performed troubleshooting with them, but Pandora still does not work. All other apps work in all TV'S ...Samsungs conclusion is it's a Pandora issue....

Funny thing is, I was able to log into and play Pandora through Roku on my main TV that has a Roku box for channels/apps not available on Samsung. Pandora works on my computer and phone in the same network. Its definitely something with the Pandora to Samsung coding.

My trouble started about 2 weeks ago which coincidentally is about the same time frame that the Pandora app was last auto updated.

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Ranee
Local Performer

I have the exact same issue. I have also contacted Samsung, deleted and reinstalled the app

 

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AdamPandora
Moderator
Moderator

Thanks for the additional feedback, @coastalevans.

We appreciate your patience as our engineers continue to look into this. 

Adam | Community Moderator

Let's share music in the Playlist Swap

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AdamPandora
Moderator
Moderator

@Ranee I’ve enabled a trace on your account to help us better understand what’s happening. For this trace to be useful, we'll need to you to replicate the behavior you're experiencing. Let me know the time and date so I can take a closer look. 

Can you tell me a bit more about your setup? For instance:

  1. Which Samsung model is this?
  2. Which firmware version do you have? (To find this press Menu on your remote and scroll down to Support. Then select Software Update. The Firmware Version will be displayed to the right.)
  3. How is your device connected to the internet (Ethernet cable or Wi-Fi)?
  4. Do you have similar issues listening to Pandora on your computer?
  5. Does this happen when trying to play stations or playlist or both?

Thanks for your help with this.

Adam | Community Moderator

Let's share music in the Playlist Swap

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Mayorjosh
Local Performer

I just got a new Samsung Smart TV for Christmas, which makes 2 Samsung smart TV's in our house. Pandora has the same problem on both televisions. I hope Pandora is talking to Samsung and is looking for a solution to the problem!

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AlyssaPandora
Moderator
Moderator

Hi, @Mayorjosh. 👋

Thanks for reporting this.

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

  • Does playback stop after each song on your Samsung TV? Is there sound when you attempt to listen?
  • Also, which cable / internet service provider do you use?
  • Have any error messages popped up?

Let me know as I'd like to add your information to the internal ticket we have open with our engineering team for this issue. Thanks for your help with this. 🎧

Alyssa | Community Moderator

Let's talk music in Community Chat

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Mayorjosh
Local Performer

I got my first smart TV last Christmas. Every app worked on it except for Pandora. I told Pandora Support Specialist Lourdes about my issue, and the best idea she came up with was it was a signal or a television problem. For your reference I was Case #: 03135124. Since then I've moved AND gotten a new television, and Pandora now won't work on either television. When I turn it on, a song pops up but, as another customer said earlier, even though the song appears to be playing the timer is stuck at 0:00 and no music comes out. I have followed all the instructions with restarting the modem, restarting the television, etc, but to no avail. There are no error messages, and it works through our internet on every other device besides televisions. Please advise

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AdamPandora
Moderator
Moderator

@Mayorjosh Thanks for following up.

I do see you had an open case with our support team already regarding this issue - I also see they added your initial feedback to the ticket we have open with our engineering team.

Unfortunately, this is still being investigated and they have not found a fix for this yet.

Thanks so much for all your patience in the meantime as they continue to look into this. 

Adam | Community Moderator

Let's share music in the Playlist Swap

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coastalevans
Local Performer

The other TV is a Samsung as well. Sirius XM and Spotify work beautifully.....

Second TB model #:

Q6DRA

Full info below:

20210101_154216.jpg

Same issues: album cover, on screen equalizer shows activity,  counter shows 0:00. No play, no sound.

It only happens on Samsung TV'S  

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jhos4d
Local Performer

Pandora Support, I am having this same issue. I have a brand new Samsung Crystal UHD TU700D Smart TV (software version 1410) connected via Wi-Fi. My ISP is SuddenLink. I am not getting any error messages, and the IPv6 setting is not available to turn off.

I've read through every post in this 'No sound on Samsung TV' thread and tried all off the following: reset my modem/router, unplugged my tv, held down the power button on the remote for 5 seconds, removed and re-installed the app, etc. and the sound is still not working for Pandora only. Audio for all other streaming services work fine.

I do see that there is a Firmware update (version 1420) available on Samsung's website, but when I navigate to the Software Update menu, the tv tells me it's up to date, and I don't have a thumb drive to download the update onto.

What are my options here, Pandora? I want to listen through my new tv!

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LoveMyMusic
Local Performer

Now I have No sound. I'm resetting back to factory settings since I'm unable to get sound working. Not having fun here. I have no kids who can help.

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AdamPandora
Moderator
Moderator

@LoveMyMusic Feel free to take a look at the accepted solution here, several other listeners have confirmed that this has worked for them. 

If this solution doesn't help, can you let me know the model of your TV? I can pass your info along to our engineers who have been investigating this. 

Thanks for working with me on this. 🤝

Adam | Community Moderator

Let's share music in the Playlist Swap

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