Pandora automatically disconnects with internet modem from Sony TV after about 10-15 minutes

[bill1978]

For several weeks now (months?) when I turn on Pandora (through the app) on my Sony TV (Sony Bravia X900F 65” 4K HDR Ultra HD) and access one of my stations, it plays fine for awhile (10-15 minutes), then inexplicably cuts off with a message on a white background informing me that "no connection to the internet - please check connections." All other apps on my TV work normally, and my internet connection is providing steady streaming. I can access my Pandora account normally on my computer without issues. I am a Pandora Plus member, and I need a solution, or....

[TannerPandora]

Hi @bill1978 

Welcome to Community! Sorry to hear you're having trouble listening on your Sony TV. 

Based on your description, since the trouble appears to be isolated to the Pandora app on your Sony TV, I'd like to try clearing the app's cache and data to see if that helps. This can help refresh the app's locally stored information and address app-specific issues that may be affecting playback or connectivity.

1. From your TV's Home screen, open Settings.
2. Select Apps. Depending on your TV, you may need to select See all apps or Show system apps.
3. Select Pandora.
4. Select Clear cache and confirm.
5. If the issue continues, return to the same screen and select Clear data and confirm.

Please note: Depending on your TV model, these steps may vary slightly. If they don't match what you see on your TV, please refer to your owner's manual for model-specific instructions. Additionally, clearing the app data may require you to sign back into Pandora.

Once you've completed those steps, I'd also recommend power cycling your TV by unplugging it from its power source for at least 5 minutes. A full power cycle can help clear temporary system issues and refresh the TV's connection with installed apps. After 5 minutes, reconnect the TV to power, launch Pandora, and try listening again.

Let me know if you're still receiving the "no connection to the internet" message after trying these steps.

[bill1978]

I tried clearing both the cache and data with same results. Then I tried uninstalling the app and then reinstalling it using Google Play. Same results. I've also unplugged the TV and then reinstalled the app, launching Pandora and changing the station to something else. All to no avail. This last time it played for 25 minutes before coming up with the same message, but still.... Then, I unplugged my AT&T internet modem and plugged it back in after 5 minutes. Reset the WIFI connection on the TV, and then uninstalled Pandora and reinstalled it again. I am letting it run now, and I'll see if it holds without going out on me. Stay tuned.

 I unplugged my AT&T internet modem and plugged it back in after 5 minutes. Reset the WIFI connection on the TV, and then uninstalled Pandora and reinstalled it again. I am letting it run now, and I'll see if it holds without going out on me. Now the message is back again... "Connect to Pandora. Please check your connection." If I cannot get a solution, I'll have to make a subscription change to .... whatever.

Moderator Edit: Merge Comment

[TannerPandora]

Hi @bill1978 

Thanks for following up and for taking the time to work through all of those steps. I appreciate the detailed update.

Since you've cleared the Pandora app's cache and data, reinstalled the app, power cycled both your TV and modem, and reset the TV's Wi-Fi connection, I don't have any additional troubleshooting I'd recommend repeating at this point.

I'd like to gather a few additional details so I can pass your experience along to our engineering teams for further review:

• What Android TV/Android OS version is currently installed on your Sony TV?
• What version of the Pandora app is installed?
• What firmware/software version is currently installed on your Sony TV?

You can usually find the Pandora app version under Settings > Apps > Pandora, though the exact location may vary by TV.

Thanks again for your continued patience and for working through all of the troubleshooting with me.