Sony TV: Pandora loads with grey screen

[bob111]

When I select Pandora on my Sony Bravia tv I get a gray screen and my remote is locked. I have rebooted everything, unplugged and replugged everything, uninstalled Pandora removed cache etc, re-installed Pandora , still a gray screen. which is the correct icon, the large P with blue and red or the blue box with Pandora spelled out?

Moderator Edit: Changing title for clarity

[TannerPandora]

Hi @bob111 

Welcome to the Community!

I’m sorry you’re having trouble with Pandora on your Sony TV, I know how frustrating that can be, especially when you’re just trying to relax and listen.

Thanks for sharing the steps you’ve already tried, that’s always helpful. I did want to double-check something: when you uninstalled and reinstalled the Pandora app, were you prompted to log back in? I’m asking because the last device connection showing on your account is from 2022. A fresh reinstall and login should create a new connection on our end, so I just want to confirm that part.

In the meantime, I've enabled a trace on your account to help further review. I'd like to ask that you try these steps again while the trace is enabled. 

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

After completing the above steps, please power cycle your Sony by unplugging it for at least 5 minutes, and then plugging it back in. Try Pandora again and let us know if you're still having trouble. 

Thanks for your help!

[bob111]

No i did not receive a prompt to re log in

[TannerPandora]

Hi @bob111 

Thanks for the follow-up!

I know you mentioned already trying those steps, but when you have a moment, could you please try them once more and confirm that both the app cache and app data were cleared? They’re two separate actions, and clearing both can sometimes make a difference, especially when combined with a full power cycle. You should be logged out after completely these steps and you'll be asked to sign back in. 

Hope it helps!

[bob111 · Accepted solution]

Funny, depending on if I use Sony apps or my ISP service I get either an
icon for Sony of a "P" with blue and red or a blue box inscribed with the
full word PANDORA for my ISP device