Entire playlists are now greyed out when I am using connect, wifi or data, on android devices

[Nando61]

Plan

Premium

Country

UK

Device

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

[Mihail]

Hey @Nando61,

Thanks for reaching out to the Community.

To make sure that we're on the same page - this happens only when using Connect, right?  If that's the case, we recommend that you log out everywhere and run a clean reinstall on all your devices, this involves deleting the cache files of the app and will force a account wide resynchronization of your info. You can have a look at this guide for the steps relevant to each device. If that doesn't solve things, could you share a screenshot of how the playlist looks at your end? 

If the tracks are greyed out also without using Connect, it's possible that they are no longer available in your country. Availability of music can vary over time and between countries, depending on agreements between Spotify and rights holders, such as artists or record labels. You can check if an album is available in your region here.

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

[Nando61]

Hi, yes it only happens when I use connect on my android phone or android tablet. Its fine with apple devices cos I checked. Also it occurs on any album, radio playlist etc that I choose. Its very strange as although the entire playlist is greyed out,  all songs still play 🤔 ... I tried everything: loged out from every device,  soft reset phone, clear data and cache of the spotify app and reinstall properly etc...but nothing, no result, problem persist. I have attached pic for you to see. Thanks for your help 

[Novy]

Hey again @Nando61, 

Thanks for keeping us in the loop.

Would you mind letting us know the exact OS version and Spotify version on your devices? 

If possible, you can ask a friend or a family member to log into their personal account using any of the affected devices and see if they can replicate this. 

Keep us posted. We'll be on the lookout for your reply. 

[Nando61]

Hi, I have a Samsung A40 android OS 10, and the other android device I tried to check is an old Lenovo tablet OS 4.4.2. On both same problem.

   We logged into my partners personal account using my mobile and same problem persists...no luck 🤔

  You think is something to do with my wifi speakers?..I had them for over a year but never had this problem til a few weeks ago. I have 4 Libratone Zipp

   Thanks for your help

[Alex]

Hi there @Nando61,

Do your playlists get grayed out only when you're connected to the speakers?

Also, can you try creating a new free account with another email address and check whether you experience the same issues when you're logged on with that one on your hone or tablet.

We'll be on the lookout for your reply.

[Nando61]

Hi, as I said earlier yes the entire greyed out playlists only appear when I am using spotify connect with my speakers. However if I am listening through the phone or using bluetooth with my speakers, problem disappears...so frustrating 😬🤔

     I checked using an ipad and not problem at all. It only happens with my androids??

    I have already tried logging in with my partners details but same result

   Thanks for your help

[TeronG]

Hi,

I have exactly the same problem. I already tried solutions mentioned in this thread , but it didn't help.

Is it possible that the songs in playlists were always greyed when using Spotify Connect on the remote speaker? Could anyone confirm this is actually an issue?

[Jeremy]

Hey there @Nando61 and @TeronG,

Thank you for your replies in this thread.

If you have an SD card we suggest that you uninstall the app > turn off your phone > take out your SD card > turn on the phone again (without the SD card) > reinstall the app.

It would also be great if you can let us know which version of the app you have?

Keep us posted 🙂

Cheers!

[TeronG]

Hello,

No SD card here. The app version is 8.5.89.901

[Jeremy]

Hey again @TeronG,

Thank you for your reply and confirmation.

Can you log in with another account - such as a friend's or a family member's on the device this occurs on to see if the issue persist?

Cheers!

[TeronG]

Thank you for your replies @Jeremy

I'll try this later when I have access to my speakers and will let you know how it went.

[Nando61]

Hi, same here: no SD and app version 8.5.89.901. Cheers

[Nando61]

Hi, are yours Libratone speakers too like mine?... cheers

[TeronG]

No, they aren't, cheers

[Jeremy]

Hey again @Nando61,

Thank you for getting back in touch.

Can you try the following:

• Try an alternative connection (if on a public or office network try a private network, if possible)
• Soft reset of the device
• Try an alternative device (if possible)
• Ensure the operating system is up-to-date
• Ensure device has enough storage space

Keep us in the loop 🙂

Cheers!

[Nando61]

Hi I have tried and checked everything you are suggesting except connecting through different network.( and now during lockdownits gonna be hard as I cant go anywhere 😬 to try) ...but I did connect through my phone data and problem persists..Thanks for your help

[Jeremy]

Hey @Nando61,

Thank you for the troubleshooting you've done so far 🙂

Can you try to restart your router and see if the issue persist?

Cheers!

[Nando61]

Hi Jeremy I have also tried that many times too 🤔  Thanks for your help

[Jeremy]

Hey @Nando61,

Thank you for confirming 🙂

Can you double-check that the speaker devices are on the latest firmware update and also that Android is with respect to the Samsung device; if there are no issues with the devices "per se" (which only the manufacturers would  be able to further look into), the connection should be successful after doing the previous and making sure all the devices are on the same network.

If that doesn't do the trick - we suggest that you contact the device manufacturer.

If you have any questions we're always one reply away.

Cheers!