App Stops Working When Ads Appear

[aliciab]

I'm having this same issue except I'm streaming Pandora through the iOS app on an iPad. Anytime an ad pops up, it doesn't play and never cycles back to music. I have to exit the app and go back in to return to music; however, the issue persists when I'm due for another ad.

[AlyssaPandora]

Hey there, @aliciab. 👋

Sorry to hear that you're running into this issue.

I’ve enabled a trace on your account to help us better understand what’s happening. For this trace to be useful, we’ll need you to run through our troubleshooting steps once more.

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If you still have trouble, please share the following info:

I would like to report this issue to our engineers. Could you tell me more about your device?

• Device & Generation: (e.g. iPhone 5c, iPod 6th gen, iPad Air2, etc.)
• Carrier:
• iOS version: (Settings > General > About > Version)
• Pandora version: (Pandora > Profile tab > Settings gear & scroll to the bottom of the screen)

Are you connected to Wi-Fi or cellular data when this is happening?

Have you identified any other patterns or notable information?

Once I have these details, I can report this over to engineering to investigate further.

[ginag088]

Was a fix provided for this?  I am having the same issue now. 

[AlyssaPandora]

Hi there, @ginag088. 👋

Sorry to hear that you're encountering the same issue.

I've enabled a trace on your Pandora account in case we need to share this with our engineering team. In the meantime, let's try some troubleshooting steps to see if we can resolve the issue.

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First, I recommend rebooting the device by shutting it down entirely, then turning it back on and trying Pandora again.

If you're still having issues, try uninstalling and reinstalling the app (not to worry, we'll keep track of your profile and collection for you).* To do that:

1. Hold down the Pandora icon on your Home screen until all the icons start "shaking."
2. Then tap - in the upper left of the Pandora icon, and confirm that you want to Delete app.
3. Then re-install Pandora via the App Store on your device.

*Please note: Pandora Premium and Premium Family listeners may need to re-download some of their offline content after reinstalling the app. Pandora Plus users, however, should receive that offline content again automatically. If you have any trouble with your offline stations after reinstalling, please let us know.