Samsung TV: Are You Listening? message reappears after ad

[Arbajayba]

I listen to Pandora daily on my Samsung TV. Often it will play an ad followed by the "Are you Listening" page. When this happens and I click on the button, all that happens is the ad plays again and the "Listening?" page returns. This will happen repeatedly until I go to another channel like Netflix and then go back and restart Pandora or turn my TV off and on again. This does not occur when "Listening?" page appears after a song. I don't know what browser it has, if any. I am using Spectrum cable and have the free version of Pandora. Also, I looked and cannot find where I can do any update. This is getting extremely annoying. Thanks for any help.

Moderator Edit: Changing title for clarity

[TannerPandora]

Hi @Arbajayba 

Welcome to community!

Thanks for letting us know your experience, it definitely sounds frustrating. I'm happy to report this to our engineering team. 

Could you confirm the model and year of your Samsung TV. 

In the meantime, I'd like to enable a trace to see if I'm able to pull any useful information for when this happens. Could you do me a favor and please uninstall and reinstall the Pandora app on your Samsung, the next time you run into trouble like you mentioned, let me know the date and time (please include timezone) and I'll have a closer look. 

Thanks for your help! 

[Arbajayba]

Hi Tanner and thanks,

I cannot reply to your email using the link because I do not use Outlook. 

Could you send me another email I can reply to?

[TannerPandora]

Hi @Arbajayba 

I believe you may have received a community email notification that goes out automatically. No need to have Outlook to respond. You can respond directly within community on a web or mobile browser. 

Let me know if it's possible to uninstall and reinstall the Pandora app on your Samsung TV. 

Thank you!

[Arbajayba]

The model # is- UN50TU7000FXZA, don't know the year but I bought it about 5 years ago.

Do you want me to tell you when I'm going to do the restart (schedule it) or can you get the info after I do it? I'm good to go either way, as it happens daily.

Another, similar issue, is after I've paused it for 30-60 minutes, it will finish the paused song, maybe play one more or not and then ask me if I'm listening. So, it counts the paused time as listening time? This is, of course, usually followed by the above.

I thank you for your time in assisting me.

[TannerPandora]

Thanks for those details, @Arbajayba! 

I'm ready when you are. Just a heads up I'll let the trace run through the weekend. If you have any change to your experience, feel free to let me know. 

Thanks again! 

[Arbajayba]

Hey Tanner,

Reinstalled the app and reactivated device as of 10:25am today.

Will advise if frustration continues 😉

Thanks, RJ

[TannerPandora]

Thanks RJ ( @Arbajayba )! In the meantime, have a nice weekend! 😀

[Arbajayba]

Dangit, it happened again, 2:15-ish...

Had it paused for awhile, hit play and it finished playing that song, and then asked me if I was Listening. I clicked on it, an ad played, then it asked if I was Listening again. Clicked on that and back to the ad I go. Had to go another collection to get it playing again 😞

Have happy weekend yourself BTW...

[TannerPandora · Accepted solution]

Hi @Arbajayba! 

Hope you had a nice weekend! I'm back online and catching up, it's definitely been one of those Mondays.

I’ve reviewed your trace logs, but unfortunately, they aren’t showing any clear indication of what might be causing the issue, everything appears to be functioning normally.

That said, I’ve gathered some additional details about your TV and experience to share with our engineering team for further review.

I’m sorry this isn’t the resolution you were hoping for, and I really appreciate your patience in the meantime.