Web: "We're having trouble playing audio on this device" Error

[chouse]

I recently started getting the message below (48 hours). I am using a desktop and have no issues listening to music from other sites. My account works because I can listen on my mobile. Any idea how to fix this?

[AlyssaPandora · Accepted solution]

Hey there, @chouse. 👋

Looks like there was a small issue with your account.

Could you try listening again today and let me know how it goes?

I look forward to hearing back! 🖥

[chouse]

All good now, thanks!👍

[AlyssaPandora]

Awesome! Thanks for letting me know, @chouse. 

Enjoy the tunes. 🎧

[mx]

i'm having the same problem my music won't play.Just my radio.. plz help

[AlyssaPandora]

Hi there, @mx. 👋

Thanks so much for posting about this.

Are you able to listen to your stations?

Or, does this only occur when you're in the Premium Access Session?

Let me know. 🎧

[mx]

occurs both in and out of pandora session

[AlyssaPandora]

Thanks for the follow up, @mx. 

I would recommend running through these steps to see if it helps with the issue you're experiencing. 

If you're using any ad blockers, you can find steps on how to add Pandora to the allowlist in your ad blocker on our help page.

Let me know how it goes. 🎧

[Higgies]

Mine's doing this too. More often than not, my Pandora lags, shows that the audio is playing when it isn't, and whenever I watch an ad to access a Premium Session, it only plays one song then doesn't do anything else. Please help.

[AlyssaPandora]

Hi there, @Higgies. 👋

Thanks so much for posting about this. 

• How are you listening when this happens?
• Are you using the Pandora Desktop App or a web browser?
• If you're using a web browser, which one are you using?

Let me know. 🎧

[Higgies]

Sorry for replying late!

I'm on a Samsung Chromebook, and I use a web browser. It's Chrome.

[AlyssaPandora]

No worries, @Higgies. 

Are you using a school or work computer?

Also, are you on a school network / work network as well?

++

In the meantime, I would recommend trying out these steps for your Chrome browser.

If you continue to have trouble, please try out the following steps below.

 Try rebooting your connection: 

1. Shut down your device completely;
2. Unplug your modem and router, wait one full minute, and then plug them back in;
3. Wait five more minutes to allow the modem and router to fully boot back up;
4. Turn your device back on and try Pandora again.

If Pandora still isn't working, could you check if you're able to connect to your network using another streaming service, such as YouTube?

Let me know how it goes. 🎧

[craned]

I'm having this same issue on my desktop browser (Firefox). Sound works fine on YouTube, and I don't see any AdBlockers in use.

[AlyssaPandora]

Hi, @craned. 👋

Thanks so much for letting us know about your experience.

I've enabled a trace on your Pandora account to better understand what's happening, in case we need to share this with our engineering team.

First, let's try running through the standard Firefox troubleshooting steps here.

++

If you still have trouble, let's try some device network troubleshooting to see if that resolves the issue you're running into.

You can try rebooting your connection: 

1. Shut down your device completely;
2. Unplug your modem and router, wait one full minute, and then plug them back in;
3. Wait five more minutes to allow the modem and router to fully boot back up;
4. Turn your device back on and try Pandora again.

Let me know how it goes. 🎧

[smonster]

Hi, I'm trying to listen to my Pandora Premium account on my Windows 10 laptop on Firefox (as I always do) but today I'm getting the following message: "We're having trouble playing audio on this device.

We can't load media right now. This is commonly caused by overzealous ad blockers or privacy extensions. Please check that your browser extensions are not blocking our audio and refresh the page. If you continue to see this error you should contact support."  The app is working just fine on my iPhone11.  And it was working fine on my same laptop & browser yesterday.  Not sure what changed between yesterday & today.  Any help would be much appreciated!  TIA. 🙂

[AdamPandora]

@smonster I moved your post over to this existing thread: We're having trouble playing audio on this device.

To clarify, are you using a school or work computer?

Also, are you on a school network / work network as well?

Let me know.

+++++++++++++++++++++++++

In the meantime, I've enabled a trace on your Pandora account to better understand what's happening, in case we need to share this with our engineering team.

First, let's try running through the standard Firefox troubleshooting steps here.

++

If you still have trouble, let's try some device network troubleshooting to see if that resolves the issue you're running into.

You can try rebooting your connection: 

1. Shut down your device completely;
2. Unplug your modem and router, wait one full minute, and then plug them back in;
3. Wait five more minutes to allow the modem and router to fully boot back up;
4. Turn your device back on and try Pandora again.

Let me know how it goes.

[Ahampton30]

Every song I play from my computer stops playing audio and the time counter is still counting down. As soon as I try to click on ANYTHING, a message pops up from Pandora saying that they are experiencing problems playing audio. Will not let me click on anything and I have to recycle the page to get audio and usability back. 

[AlyssaPandora]

Hi there, @Ahampton30. 👋

Sorry to hear that you're having trouble with this.

• Which web browser are you using?
• Have any error messages popped up? If so, what exactly does it say?

Let me know. 🎧

[shellyzart]

I am stuck using a chromebook at work, and I have been playing my music for months. All of a sudden I get this error 

When I clear my cache, pandora plays music until I log back in. This is doing the same on the pc on chrome. Please help! 

I am having the same issue! I had to uninstall on my phone. I am still having issues on my chromebook though. My son's account works. 

mod edit: format

[shellyzart]

I am having the same issue! I had to uninstall on my phone. I am still having issues on my chromebook though. My son's account works. 

[AlyssaPandora]

Hi, @shellyzart. 👋

It's possible that this error message was triggered by multiple listeners on your account, a problem with Pandora on your device, or an issue with your internet provider. This could also mean there were indications that the Pandora service was being accessed in ways that don't fit our Terms of Use. You can review our terms here.

When this happens, we automatically disable access to Pandora for a period of time. Could you try listening now and let me know if you still have trouble? 🎧