Crashing and forgetting artists

[user-removed]

Spotify likes to crash at random times and it forgets about 30% of the artists I follow whenever I close the application.  I have tried getting in touch with Spotify Cares, but they seem to be both clueless and very slow replying to me.  Why isn't there a better way of reaching some customer service?  I have a Nextbook tablet that I usually run it on, but I'm having trouble no matter what I use.  I am very close to switching to Apple Music as I'm sure they wouldn't give me this runaround.  I've reinstalled it several times, but no luck.

[jean3601]

Hey @user-removed

I suggest you try a clean reinstall and see if this helps, This usually fixes most problems 🙂

Note: This will remove any saved offline tracks and cache 🙂 

I hope this helped! 🙂

[user-removed]

I've done that several times.  It still crashes and forgets artists.

[jean3601]

@user-removed

This is strange behaviour, I am going to escalate this for you to Spotify staff 🙂

[user-removed]

They know about it.  I've been sending emails back and forth with them for over a week.  Really getting frustrated.

[jean3601]

@user-removed

Okay, we'll see what we can do to get this solved for you ASAP 🙂

[user-removed]

No offence, but I've heard that for over a month now.

[jean3601]

@user-removed

Hopefully I am the exception 🙂

[user-removed]

And the only reason the senior staff got back to me was because I contacted the Better Business Bureau.

[user-removed]

I hope you are, too.  No offence again, but I'm not holding my breath.

[jean3601]

Hey @user-removed

Just Spoke to Spotify Staff, could you get back to me with the following info:

1. Device (Eg: MacBook Air)
2. OS (Eg: OSX 10.1)
3. Spotify Version (Eg: 1.0.21)
4. When does the app crash? I know you said randomly but can you possibly narrow it down?
5. Is this your home or work computer?
6. If you log in with a different account, does it still crash?
7. How many artists are you following?
8. If you head over to an artist that disappears, does the button say follow or following?

I apologize for the long list of questions, but if you could get back to me with these details I can further look into this for you 🙂

[user-removed]

Android 5.0;Nextbook NXA8QC116 Build/LRX21V)

Spotify 4.9.0.922

It crashes when I look at a Related Artists page, but not always. Sometimes it crashes for no reason.

It didn't crash when I used the test account Spotify Staff gave me.

Following about 400 artists and about 15 users.

The button says follow.

This is a tablet.

Spotify Staff should already have all this information.

[jean3601]

@user-removed

Just passed this on, thank you for coming back to me with that info!

I will post to you here as soon as I get an update from staff 🙂

[jean3601]

Hey @user-removed

Just spoke with Spotify staff, it looks like the error is to do with your account, so it's best you contact Spotify support so they can set you up with a new account with all your old songs/playlists etc.

Just send them a message or a tweet and give them the link to this thread so you don't have to give them all the info again 🙂

Looks like we found a solution to your problem 😉 But please keep us posted here regarding how it goes 🙂 

You can contact support on twitter @SpotifyCares Or you can email Support here. (Twitter is the fastest)

If you receive a No-Reply email that says to check out the FAQ or Community just reply to that email and Spotify support will contact you 🙂

Support takes 24-48 hours to reply to you if they have not replied to you by tomorrow you can ask me here and I will escalate the issue for you 🙂

[user-removed]

Thanks!  I'll try it now!

[user-removed]

Just got a new account, and nothing's changed.  Still crashing and forgetting.

[Daniel]

As this is now being handled by support I suggest you respond back to their email.

[user-removed]

I've been waiting a week to hear back from somebody.  Maybe you could grease the wheels a bit.

[jean3601]

@user-removed

I just heard back from staff. has the issue been resolved yet? 

[user-removed]

I've heard back from them, too, but nothing is resolved yet.