Sony TV: "Check my connection" error message

[bestschot]

Frank, you cancelled my subscription. Not what I wanted. I wanted PANDORA CARE to CARE to give me support. You mentioned having sent me replies by your no-reply email. All I've ever received by your no-reply emails is about badges, or how I like the support, and about the subscription. NOTHING...NOTHING about Pandora Plus dropping out on my Sony TV... asking to "check my connection," when all other Apps are connected, so hardly know where to go from there. Yes, noted my annual ends in August, leaving you an opportunity to consider really caring to resolve the issue I'm having.  Case #: 05768337...Case #: 05768337...Case #: 05768337

Sony TV "Cannot connect to Pandora - please check your connection. I'd send a screenshot of but can't. My Sony Model is XBR-55X900E. THE BIG QUESTION IS... what connection??? All my other Apps on TV have no problem. When I check router connection ..TV is connected. Is there another connect? It's an intermittent problem, is there a reason for that, which only started a few months back...February or March? I've been with Pandora a long time, I like that, but support stinks... it's over a month and all I get is no-reply email surveys asking how the service has been ...the answer so far poor. My renewal is coming up in a few months, without this resolved I'll look for alternative. James

Moderator Edit: Edited title for clarity, Merged comments

[AdamPandora · Accepted solution]

@bestschot I’m sorry to hear about the frustration this has caused, and I completely understand your concerns. I’ve gone ahead and created a new ticket with our support team on your behalf and shared your feedback with them directly.

They’ll be reaching out to you privately via email to help investigate the issue with the error message you're receiving on your Sony TV and work toward a resolution. Please keep an eye out for their message.

[bestschot]

Case #: 05773520 - Betsy - just re-instate my subscription which renews in August. Think your system may be confused. When out Pandora plays from iPhone in my car. It shuts off when I turn my car off. I go home I (did) play it over my Sony TV. Now this message "Cannot Connect to Pandora - Please check your connection" with radiating bars over message on a white screen (could have sent a screen shot if you had that option). I fly solo so no one else is connected-able to use. 

Now I did all you told me...unplug...clear cache...clear data. Made me nervous as I had over a decade of choices, etc. and didn't want to see it lost. Anyway, nothing worked, just wanted me to log in like from scratch. Fortunately, everything was still there on my iPhone. I don't see what SONY has to do with problem. There are many other APPS on Smart TV, and none of them have a connection problem. Right now, only have time to work with what I have.

Right now also kindly confirm by email you got this message -case #: 05773520 James

Moderator Edit: Format

[TannerPandora]

Hi @bestschot 

Thanks for posting to the Pandora Community! I merged your previous posts together since they reference the current issue you're having with your TV.

I took a look and do see that you currently have an active email support case open, and the agent assigned to your case has already responded. Please be sure to check your email inbox for their reply. If you don't see it, please check your spam or junk folders as well.

To help avoid any confusion or crossed communication between multiple agents and the community, I recommend continuing to work directly with the support agent through your existing email case.

I also wanted to help clarify the troubleshooting steps you mentioned. Clearing the cache or app data on the Sony TV does not remove your Pandora account, stations, playlists, or profile information. Those steps only remove temporary stored information on the device itself and help create a fresh connection between the Pandora app and the TV.

Rest assured your Pandora information will be safe. 

---

I did take a moment to review your Pandora account and your associated device, and see a Sony Android TV connection from November 2020. When performing the troubleshooting steps, you would have been logged out and prompted to log back in, this helps create a new, refreshed connection with Pandora.

However, I'm not seeing this new connection on our end.  I do highly recommend trying the steps once more:

• On the supplied remote control, press the HOME button.
• Select the Settings gear icon 
• Follow the steps according to your TV menu:
  • Select Apps → See all apps → Show system apps
  • Select Pandora
  • Select Clear cache, then choose OK
• If the issue still occurs:
  • Select Clear data, then choose OK
  • If displayed, select CLEAR ALL DATA, then OK

These steps help remove older stored connection data that may be preventing the TV from properly connecting to Pandora.

In the meantime, please continue working with the support agent through your existing case so they can further assist and help keep everything streamlined for you.

Thanks for your continued patience! 

[bestschot]

Adam, RE: Case #: 05773520 Appreciate your reply. Reaching me privately works. An update is, I enjoy Pandora. Still works fine on my iPhone 12 Pro Max, so would not want to see that get messed up. I deleted the App from my Sony TV in my troubleshooting attempts. Tried yesterday to put it back, but failed. I'm supposed to get a PW reset via my email, but didn't come. ANYWAY, that reset may screw up the App on phone...that would not be good. This is leaving my situation an an impasse. I do have a Bluetooth speaker at home, but from the TV was convenient by not using my phone battery... Be nice to resolve...thanks again, James    

[AdamPandora]

@bestschot I have passed your feedback along to the agent you were working with previously (Case #: 05773520).

Moving forward, please make sure you are replying back directly to the email thread you have open with them.

I will be blocking this thread from further comments as replying to our messages here on the community will not directly make it back to the agent who is assisting you.

Please keep an eye out for their next email as they will be messaging you shortly

Thanks for your patience.