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Problems with the Pandora app and Pandora support

by Lakush13 / August 22, 2010 5:47 AM PDT

We recently purchased a new Samsung Internet TV model LN55C650 and after getting it all up and running and connected to our wireless network, started playing around with the Internet@TV. The first app we tried was Pandora since I love the product and have a paid account. The app would not work. After trying it several times both via being logged into an Internet@TV account that was successfully linked to my Pandora account and not being logged in, it simply would not work. So we tried many of the other internet apps and they all worked fine. So back we went to Pandora to figure out what was wrong with the Pandora app. I'm posting our experience to this forum in hopes that it helps other people as one of the other posts (titled "Pandora issues" by Mike-STL on 8/19/10) in this forum finally helped us to resolve the problem (not Pandora's support staff). First of all, the support person I dealt with at Pandora had the audacity to tell me, and this is a quote.. "We don't have other Internet@TV users writing in with problems." The Pandora app problems reported in this forum are proof enough that this statement is far from true. In any case, the problems were related to the device activation code process not working AND not being able to log into Pandora from my Internet@TV account. The support person at Pandora kept telling me that he didn't see any device activation code associated with my Pandora account after trying it multiple times. He had me reset the TV, which we did and that did not work. He had me upgrade the software on our TV, which we did and that did not work. He even updated my account with one of our device activation codes manually (since their web based device activation code process did not seem to be working (even though it indicated that it had completed successfully.) I kept questioning him about why the device activation code process was not working when it appears as though it is and completes with a message that tells you something to the affect that "you can now use Pandora on your TV". I received no acknowledgement or explanation from him on this. After 5 days of unsuccessful troubleshooting with this customer support person at Pandora, we finally looked for similar problems on the web, which resulted in links to posts about Pandora app problems in the Samsun forum. As mentioned earlier, based on the info in the Mike-STL post on 8/19/10 who had the exact same problems, we deleted the Pandora app and then added it back in. We launched the app and received yet another device activation code. We left this screen up on the TV (we did not exit out of it) and went back into Pandora's Samsung device activation registration area and once again, entered the code and the account info. Once again, the process appeared to work just fine. We then exited out of the is activation code screen and then launched Pandora again. It finally worked. BUT.. it will still not log in to the app if you try to launch it after being logged in to your Internet@TV account. Still getting the message ""Cannot login" "Invalid user-id and/or password". When you link your Pandora account info to your Internet@TV account, it will check out on Pandora and come back and say "Registration successful", but it will not log you in via this log in method. Hope this helps anyone out there to avoid this terrible experience with getting this app to work. Maybe the Pandora app has not been fully tested and not ready to be available on the Samsung TVs, because there are obvious problems that are causing customers far more problems then they should be getting after such an expensive TV purchase.

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Problems with the Pandora app and Pandora support
by Samsung_HD_Tech Samsung staff / August 22, 2010 9:11 AM PDT

Lakush13,

Thanks for posting your experience, and for jumping in. Just so my response isn't mis-understood, Pandora owns and designs their own App. We've hosted it in products from last year (with very little trouble) and this year (also with very limited trouble).

One thing that you've tried that I didn't do was add it in my Apps Manager. I've always launched Netflix and Pandora from the main menu screen, and never logged in using the Account Manager. I wonder if the log-in process is confusing with the non-login process, and if erasing the login information associated with your account if you can just use the regular App button on the main page.

If I get prompted with a code, I leave the screen up and log on to http://pandora.com/samsung and enter my code and associate my account with the code. Once the website says it's set, I go back to the TV and click "ENTER" on "OK" and the information comes up. I also noticed in the Apps settings that the Pandora account is now "locked" and my only option would be to erase the App.

I'm not sure if this will help, but I'd advise just using the Pandora button on the main screen and attempting the login from that.

--HDTech

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Thank you for the info
by Lakush13 / August 22, 2010 10:01 AM PDT

Yes, I totally understand that Pandora owns and designs their own App. It is good to know from your standpoint that you have seen very little trouble with their app, but I also seem to see many posts on problems with the Pandora app. Because one of the first things we did was create Internet@TV accounts, after you do so it asks you if you want to link your account to any other service provider accounts. So knowing that I wanted to use Pandora (since I have a paid acount), I linked it. It does appear that it goes out to Pandora's site and verifies the login info. It comes back and says "Registered sucessfully". My Pandora login information is still showing fine in App Manager. If you try to launch Pandora from the main menu without being logged into your Internet@TV account, it is possible that you must leave the device activation code screen on display while you go into Pandora's website to register the code and then exit the screen after you register successfully on their website. I'm not sure if I left that screen on display each time I went to Pandora's site to register or not, but if staying on that screen is a required, then it should say that on that screen so people know they can't exit. As far as my discussions with Pandora support, it appears to be their understanding that you can either login to the app via the main menu or from being logged into your Internet@TV account. It also appears that the support rep that I had was fairly uneducated on all of the problems which certainly adds to customer's frustrations. I will continue to launch the Pandora app from the main menu since this is the only method that will work. Thanks again for your reply.

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Thank you for the info
by Samsung_HD_Tech Samsung staff / August 22, 2010 10:27 AM PDT
In reply to: Thank you for the info

Lakush13,

Happy to jump in, albiet a bit late in the discussion.

I'll put it on my list of "HDTech's scroll-long list of things to test" as far as using Pandora from the Account Manager, but if I can find out what might be causing that, I'd be happy to escalate it.

--HDTech

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Thank you!
by Lakush13 / August 22, 2010 10:56 PM PDT
In reply to: Thank you for the info

Thanks for jumping in, I was impressed at how quickly you responded!

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similar problems
by jcbyte / September 20, 2010 9:02 AM PDT
In reply to: Thank you for the info

Yep I am having the same problem as the other user. It is good to know that I am not the only one with the issue. I found the same solution as you suggested. I can log on from the main menu but not from the account menu. I am having the same problem with You Tube also. I have a registered account and I included the info in the apps manager and yet the registraion does not show up. By the way I just upgraded to the latest firmware for my blu ray theatre HT-C6600 but it did not make any difference. I really like the apps and they work very well for the most part but the Accuweather one needs a major upgrade for example. It does not show any radar just the forcasts.

I will keep track of the changes in the Samsung forums.

JC

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problems with pandora
by ohrickw / October 9, 2010 12:48 PM PDT

oh my god you are so right. I bought this new 3d samsung tv 8000 model and you can't believe the problems. I was exited to get pandora and it will not work just as you are saying in the apps manager. I finally got it to say it was registering but on the main menu it is saying put in code or go to settings menu or it won't work. The only way I can get it to work is to put in the activation code every single time which I think is ridiculous. Samsumg told me to remove my firewall! I couldn't figure out if the other people were putting in the activation code each time or if they can get in from the main menu. Very frustrating. Oh and don't get the 3d because you have to have new hdmi cables in order for it to work. We couldn't get our blue ray player to work and they have no 3d movies to rent what a freakin mess. We ending up taking everything back except the tv and now these problems. They should work all these kinks out before us the consumer spends the money! Thanks misery loves company.

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Samsung / Pandora solutions
by petermoran16 / February 5, 2013 4:19 AM PST

I had problems registering Pandora and YouTube on my Samsung Smart TV as well. My biggest problem was switching back and forth between the registration page on the Internet@TV menu for either application and the web browser.

What you need to do is get the proper code using the Internet@TV app, and then use that code to register your Smart TV using your computer WHILE YOU SMART TV REMAINS on the proper page.

When I did that for both applications, the registration process was complete and each application (Pandora and YouTube) worked very well.

Here is the instruction set given to me by a representative of Pandora.


FROM PANDORA:

Please give the following steps a try to set up Pandora on the Internet@TV platform:

- Push the 'Info' button on the remote control to bring up the Internet@TV menu.
- Then launch Pandora
- You will see the Activation screen, with the activation code.

IMPORTANT: **Please leave the player alone at this point and leave the activation code on your screen while you go to enter it on your computer.**

- On a computer, click http://www.pandora.com/samsung and enter the activation code

- Indicate whether you have an existing Pandora account or whether you need to create a new account.

At that point, the player screen should take you to Pandora--if not, just hit Enter.

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