Android shows songs but cannot play some

[pps300]

Plan

Premium

Country

Australia

Device

Huawei Nova 3

Operating System

Android V9

My Question or Issue

Hi There

I have a weird but frustrating issue. I can play some music but not others. For example, if I search for a song or an album, it can find it. The big green button always shows as Shuffle songs even though I have premium. So i select the first song on the album and it does not play. You can see the entry dim a little to show it has been pressed. Then I try and press the Shuffle button and that wont play either. So I look for an old song I have played and that does seem to play. Then back to my search and I can again select the first track on the album. It will interrupt (stop) the currently playing song but wont play the new one. Frustrating.

I have managed to get this started if I download it. Otherwise sometimes it just works. But increasingly fails. I have uninstalled and reinstalled again. Rebooted the phone too. It seems unreliable if casting to my apple computer. Stop casting (so play on the phone) it starts and then I can cast back to the computer no issue.

Any thoughts?

Thanks

[Elena]

Hey there @pps300!

Thanks for reaching out to the Community about this. 

Good troubleshooting so far, what we can suggest next is trying to search and play songs on a different connection and turning off your VPN if you're using one.

If the songs play as intended when they're downloaded it's possible that the issue might be in the connection. We'll need to know if you experience this on 3/4G, Wi-Fi or both? 

If a family member has a Spotify account, it could also be a good idea to ask them to log in on your device to see if the app behaves the same way.

As for the big green play button - it always shows the option the Shuffle play but if you click on the first song you should be able to play all songs in a row.

We'll be on the lookout for your reply. Feel free to get back to us if you have any further questions.