Xfinity - Music does not load

[jengo1]

Pandora on Xfinity does not load my music

The "Pandora getting your music screen" has not produced any result

for the past few days.  8-11-21 and on

Any ideas how to resolve ?

Xfinity has been of no help.

Thanks

Moderator Edit: Changing title for clarity

[TannerPandora]

Hey @jengo1! Thanks for posting to community!

I've enabled a trace on your account to help investigate. I'd like to begin by removing the device association with your Pandora account and having you go through the set-up once again. 

I've gone ahead and removed the association, when this takes affect, you'll be automatically logged out. Then go through the set-up and try Pandora again. If Pandora continues not to load, can you let me know the approximate time and date and I'll take closer look through the trace logs. 

Thanks!

[jengo1]

I will keep you posted on the issue.

I appreciate your effort to resolve the problem.

Thank you

[jengo1]

Report

As of 11:30 pm  EST  8/17/21 there is no change.

No evidence of being logged out.

[TannerPandora]

@jengo1 Are you able to sign out on your end? If so, please sign out, and then close out Pandora, then try to log back in. 

[jengo1]

I am not aware of my being able to sign out.
Can you contact me by phone or pm ?
Thanks


Sent from my iPad

[jengo1 · Accepted solution]

Problem Solved

Here's How

On your X1 Box go to settings  (The Gear Symbol)

Scroll to Privacy

Scroll to Remove Cookies

This will log you out and remove the Cookies

Log in

Issue Resolved

[TannerPandora]

Hi @jengo1! Sorry for the delay. 

Thanks for posting that information, it's very helpful!

I see that you were able to log back in. Just wanted to make sure everything is working properly or if you're still having trouble?

[ITPRINCEZZ21]

I did this as per your advice but my issue is a little different I have xfinity and when I load Pandora it will start to play and then a error message shows up say Hum something is wrong and let fix this so you can get back to your music. This is every time I use the app on my kitchen tv lately. So I used your advice about clearing out the cookies and I was able to sign back in but after just a few minutes of playing the error message showed up again. What can be done to resolve this problem. thanks

[jengo1]

Hi,

Does Pandora work on other devices ?  ( cell phone, tablet etc.)

Does it play on this website ?

We need to determine if it is a Comcast issue or a Pandora issue.

[TannerPandora]

Thanks for the help @jengo1! 😄 🙌🏻

@ITPRINCEZZ21 Looks like you may have reached out to our User Support team for further help. To avoid any duplicate troubleshooting steps for your Comcast device, please respond directly to their email with any question you may have. 

If your issue was resolved, please feel free to post any helpful steps here. Thanks!