Download error

[harun_3866]

• None of the below information is required. However, the more you provide the easier it will be for us to try and help.

Plan

Premium

Country

Germany

Device

Samsung Galaxy 9 plus

Operating System

Android Oreo

My Question or Issue

My issue is that since the new update every time spotify crashes when i want to download it.

And I think the problem is that wen you change the sound quality to very high it crashes.

Can you guys please fix this bug?

[Billy-J]

Hey @harun_3866, thanks for reaching out to the Community!

Could you try restarting your device? If that doesn't help, try a clean reinstall of the app following these steps.

If you're still having trouble, let me know what device this happens on, as well as the current software version.

Let me know how this goes!

[harun_3866]

this bug is still happening and to add another thing it crashes when im
connected with wifi.
I have a samsung galaxy 9 plus with android 10

[harun_3866]

I dont think it has do with wifi anymore. It crashes whenever i want to download the songs. It crashes after 5-10 minutes when im starting to download them. What can i do

[Jeremy]

Hey @harun_3866,

Thank you for your reply.

We recommend that you perform a clean reinstall again to make sure there's no old cache files causing this.

If you have the option - can you connect the device/devices to another Wi-Fi and see if the issue persists?

We'll keep an eye out for your reply.

Cheers!

[harun_3866]

I tried both methods and it still doesnt work. It keeps crashing and im not
the onlyone with that problem

[Alex]

Hi again @harun_3866,

Thanks for the reply and going through this troubleshooting with us.

Could you try disabling any battery optimization for Spotify. To do so, go to you phone's Settings > Apps & notifications > Advanced > Special app access > Battery optimization. In the drop down, select all apps. Tap Spotify, select Don't optimize. 

After that go to Settings> Apps> Spotify> Permissions. Allow everything you see there and then restart your phone.

Note: Menu order may differ on different devices.

If that makes no difference, let us know if your phone has an SD card.

Cheers.

[harun_3866]

Nothing is happening even with those steps. I even tried it with my
internal space to check if my sd card was the problem and no it still
crashes.

[Jeremy · Accepted solution]

Hey again @harun_3866,

Thank you for your reply and confirmation.

In this case we suggest that you uninstall the app with the steps that's provided in the clean reinstall article. After that - switch off your phone > take out your SD card > start the devices again without the SD card > reinstall the app.

If that doesn't do the trick - can you let us know which version of the app you have?

Cheers!