Pandora through the XFinity X1 service freezes.

[ovation]

Using xFinity remote voice command, say "Pandora", Pandora launches with logo and main menu. "Upgrade" button within Pandora app in upper right is highlighed. Then the app freezes. No music plays, blank main screen where music normally shows. This happens on all 4 TVs. I have tried rebooting the cable boxes and xfinity router. I have listened to Pandora over X1 for years. This problem started a couple weeks ago. Xfinity support says that I need to go through Pandora support. I saw other similar issues reported in the past on this community page.  Would someone from Pandora please look into this?  Reply to ******.  Thank you

Moderator's edit: Email address removed.

[TannerPandora]

Hi @ovation, welcome to Community!

Sorry to hear you’re having trouble with Pandora on your Xfinity X1 devices. Thanks for letting us know the steps you’ve already taken, restarting both your cable boxes and Xfinity router, this is very helpful!

Since Pandora is launching but not fully loading, let’s try refreshing the connection between Pandora and your X1 devices.

First, if the Pandora app remains responsive long enough, you should be able to go to Settings > Sign Out, then sign back in with your Pandora email address and password.

If the app freezes before you're able to sign out, then try clearing the locally stored app data on your X1 box:

Xfinity button > Settings (gear icon) > Privacy > Locally Stored Data > OK

Please keep in mind that clearing locally stored data may sign you out of other apps on your X1 device as well.

If you're still having trouble after trying those steps, let me know and I can look into trying and refreshing the connection between your Pandora and Xfinity accounts next.

One other quick note: you may receive an email notification when someone replies to your Community post. If you reply directly through that email, your response will be posted publicly here on Community, so please don't include any personal or account information.

If you'd prefer to continue working with us privately through email, I'm also happy to create a support case for you.

Let me know how it goes!

[ovation · Accepted solution]

This fixed it! Awesome.

With your description I took the idea a bit further. I said "pandora" into
my X1 remote and immediately started clicking the left, right, up, down
buttons on my remote to try and sneak in a command before the freeze. And
I was able to! I signed out and back in, over my phone with the comde from
the TV screen, and pandora now works fine on the TV. No need to clear the
local app data.

For my second TV, and did the arrows trick again and repeated the sign in.
Fixed!

I will sound old here, but 43 years my first job in tech was phone support.
I recall how fixing a customer's problem always felt good. So feel good
knowing you fixed this for me!

Best,
Rich

[TannerPandora]

Thanks for following up, @ovation! That’s great to hear. 😊

Enjoy the rest of your day, and thanks for listening to Pandora!