Data transfer and app not responding

[Hartmanlh73]

Plan

Premium

Country

US

Device

Samsung Galaxy a21

My Question or Issue

*this issue is happening to my fiancés phone and we are on a family plan together but doesn’t use the community forum*

When switching my offline downloaded media from internal storage to SD card storage (via the setting in the Spotify app). After the transferring bar looked almost done it froze, then after 10 minutes it kicked him off and now the app is no longer loading or responding. These are all the measures we have done and are currently frustrated and need further assistance.

-phone software has most recent updates done

-Spotify app is up to date

-SD card is not corrupted  as EVERYTHING else on the card is accessible and able to be transferred between internal storage and external SD.

-SD card is brand new and is 128 GB of space and only 6GB have been used on the SD card total. The data transferred is about another 6GB trying to put on the card.

-both cellular data and WiFi are working on the phone and my phone and SIM card is on 5G and working properly.
-I have tried turning the phone off and on

-I have tried clearing cashe, but not data, as I don’t want to delete the data from the phone before the transfer is actually complete and or could actually damage the SD card. 

[Kiril]

Hey @Hartmanlh73,

Thanks for reaching out and welcome to the Community!

You mention that the app is not loading or responding at all, could you confirm that this is still the case? Could you share the app's version number and if starts normally, when the SD card is removed from the device? We can also suggest to your fiancé to log out and then to log back in, in the app twice in a row, as this double restart triggers a refresh between the app and the account and may help to shake things up. 

Another possible resolution here will be running a clean reinstall to get rid of any cached files that might be causing trouble, however this will delete the previously downloaded music for offline listening, and so they would need to be downloaded a new on the SD card, after the fresh reinstall.
 

Hope this helps. Let us know how you get on.

[LilLeo]

Hey @Kiril

I have basically the same problem as the previous user here and well I can say that in my case the app is not responding, the app's version number is 8.7.44.968, and yes, it does start normally when the sd card is removed, but the app does not have the data I need. Could you help me please? I really hope I don't lose all of my playlists and songs.

[Kiril]

Hey there @LilLeo,

Thanks for posting in the community!

First of all don't worry, even if you'd need to reinstall the app you will not loose your playlists and liked songs, that are memorized in your account. The content that will get wiped out is only the songs you've marked for downloading to be able to listen offline - you'd just need to download them again after the app starts behaving normally. I can suggest to you as well to first try logging out and then back in, twice in a row, as this triggers a refresh between the servers and your account and may help to resolve any possible issues with the cached memory. See if this will make things work as expected.

If the above doesn't help, then it's well worth doing the clean reinstall to get rid of any cached files that might be causing the trouble. This process is more thorough than the usual reinstall and has a few extra steps, so I recommend you to follow the linked guide and see the relevant steps for your device. 

Hope something here helps and does the trick for you, reach out if you need more help!