Message

This article provides instructions on resolving the "PANDORA - Invalid Song" error message.

Agent Action

The information in the Solution Code field is available on Xfinity.com for all customers. The customer may have attempted the actions listed prior to calling.

Agents should follow these steps for troubleshooting:

Check the outage board.
Open ticket for X1 Platform Main.
Select X1 Apps and choose Pandora.
Go into the Xcalibur Toolkit to send a Reconnect to XRE to the device that is experiencing the issue.
If issue persists create a ticket for Pandora App.
Document the customer Device ID or MAC address.
The date and time the incident happened.
What the user was doing at the time the error occurred.
Escalate to Tier 2.

Solution Code

Per Pandora specification, if the URL to a song appears invalid or the server link to that URL is temporarily broken, the player will automatically move to the next track for the current station. In rare cases if there is a severe network issue, the Pandora player may continuously cycle through album art without ever playing a track.

If you continue to experience issues, please Contact Us using the method that is most convenient for you - chat with us online or call us to speak with a Comcast representative.

Region

National