iOS: Music Stops Playing When The Phone Is Locked

[MadMax8169]

This only happens when I listen to my downloaded playlists, never with stations. Sometimes the app plays 10 songs and sometimes it plays 1 song and then stops. I have to unlock my phone, open the app and press play. It plays the same song I just listened to. This is very annoying and happens at home on WiFi and when I’m listening in the car using Apple CarPlay. Two days ago I deleted the app and reloaded it on my phone and downloaded my playlists but the music still shuts off.

• Device & Generation: iPhone 13 Pro 
• Carrier: T-Mobile
• iOS version: 18.1
• Pandora version: 2409.1
• Do you have a battery saving feature enabled for Pandora?: Disabled on Pandora and in iPhone settings

[TannerPandora]

Hi @MadMax8169 

Thanks for posting, sorry to hear this is happening.

To clarify, does this only happen when you're in Offline Mode, or when you're online as well? Can you let me know the name of the playlist?

[MadMax8169]

Hi Tanner, 

I haven’t used Offline mode in a long time so I’ve only noticed it in Online mode. The 3 playlists it happens to are labeled “Everything”, “Hard Rock” and “Misc”.

[TannerPandora]

Thanks for the follow up, @MadMax8169.

I see that you have a new sign in on Nov 11, did you uninstall and reinstall the app then?

I checked out the playlist, and I don't see anything obvious, so I've enabled a trace on your account. Can you manually sign out of the app, wait a few minutes, log back in and try playing either of those playlist again. I'd like to check the trace log to see if anything shows up.

Thanks!

[MadMax8169]

Thank you for your assistance with this issue! 
Yes I did uninstall the app and reinstalled it on my phone on Nov 11. I will manually sign out and sign back in after a few minutes and then start the “Everything” playlist and let it run and see what happens.

[MariaPandora]

Hi @MadMax8169 , thanks for trying those steps.

Please let us know how it goes and if you continue to have issues with your playlist.

[maxfabrizio81]

Hi Maria,

I'm still having issues with playback only when my phone is not connected to anything. If I connect to a Bluetooth speaker or Apple CarPlay, it works fine. If I set my phone down and use the phone speaker it will shut off between songs.

[AdamPandora]

@maxfabrizio81 Thanks for writing and sorry for any trouble.

To clarify, are you only experiencing this issue with Pandora?

Have you tried streaming other apps such as YouTube?

If not, please try launching the YouTube app and let me know if you experience similar issues there as well.

Thanks for your patience.

[maxfabrizio81]

Hi Adam,

Yes, this only happens on Pandora. I do watch YouTube and a few other streaming apps on my phone and it's never stopped playing on those.

[AdamPandora]

@maxfabrizio81 Thanks for following up.

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: Troubleshooting for iOS Devices

Let me know how it goes.

[maxfabrizio81]

Hi Adam,

On Nov 11th I deleted the app and reloaded it on my phone, then on Nov 15th Tanner started a trace as well and had me manually sign out and sign back in. 

Now it’s worse than ever. I can’t even listen to one song without it shutting off.

[MadMax8169]

Now it’s worse than ever. I can’t even listen to one song without it shutting off.

[AdamPandora]

@maxfabrizio81 To clarify, are you both users posting on this thread?

The original post on this thread was created by @MadMax8169, however you are commenting from @maxfabrizio81.

If so, which of these accounts are you experiencing issues with? 

Let me know.

[MadMax8169]

Sorry about that, I am both users. I have the family plan and I use @maxfabrizio81  for my desktop at work and @MadMax8169  for my mobile. The only issues I’m having are on my mobile. The @MadMax8169  profile.

[LeonPandora]

@MadMax8169 Thanks for the clarification.

I've passed this along to the appropriate parties for further investigation. We'll follow up with you if we need any additional details.

Thanks for your patience in the meantime!