Multiple issues with Android App

[Oginme]

Plan: Free

Country: US

Device: Samsung Galaxy S9

Operating System: Android 10

My Question or Issue Since last Tuesday, Dec 7th, the app stops playing randomly. This happens frequently during any 10 minute period and I need to open the app and press 'play' to restart the song or podcast I was listening to.  Additionally, once this has happened, I cannot shut the music off in any manner except by exiting the app.  Further to that, once it has stopped playing, if I play anything else on the spotify app, the app still shows the old song/podcast I was listening to.  It has become impossible to try to listen to anything on the app.

I have shut down all other apps on the phone -- issues still occur

I have restarted the phone before and after clean install -- issues still occur

I have tried a clean install according to the instructions -- issues still occur

I have started trying competing services and having no issues with playing through them.  At end of my rope trying anything and attempting to get direct tech support is nearly impossible on this site.

[MafeG]

Hi @Oginme,

Thank you for reaching out to the Community.

We're sorry to hear about all these issues you're having with the app, but we'll help you sort them out. 

To start, check if you're using any battery optimization or power saving apps. If you are, please can deactivate them for Spotify. Does that make a difference?

If it doesn't do the trick, can you log in with another account, such as a friend's or a family member's to see if the issue persists? Alternatively, you can create a free account here, just make sure you're logged out of your own account before creating a new one.  

Let us know how these tests go!

[Oginme]

Already went through all options which were listed in the troubleshooting
guide and then some. I had disabled power saving options early on with no
success. I do troubleshooting and problem solving on my job, so by the
time I get to contacting Spotify I am at the end of what I can reasonably
do.

Now, I can stream YouTube, listen to Audible live, checked and can stream
through Podbean without issue. Spotify - NOPE. It's not the connection, it
is not the ability to maintain a stream - even one with video as well as
just plain audio. I have the app set to download at lowest quality for
podcasts, since I really don't need high quality audio to hear voices.

I can identify that it started on December 7th if that correlates with some
change on Spotify's end.

[Alex]

Hey @Oginme,

Thanks for the reply and the info.

Can you let us know if this is happening only on Podcasts or also on songs.

Additionally, can you try switching on Offline Mode from the settings and check whether you experience the same behavior.

Keep us posted.

[horsefeathers72]

I have the same issues on Android 11 with my Pixel 2XL. Have tried same fixes with only temporary results. I have not had the issue with songs, just podcasts - specifically podcasts I have downloaded, though I don't stream podcasts so I can't confirm if it happens during streaming vs download playback.

[Oginme]

I can confirm the same. I mostly listen to podcasts, so that is where it
seems to be noticed the most. I am currently testing the download vs
streaming on podcasts and will give the music another try. I have only
tested it late last week.

Update: After typing the above, I just had an issue with the podcast
stopping using offline mode. It does not seem to be an issue with
connectivity, more that something in the app causes it to decide not to
play.

I am currently trying it with the app always open and on top, and will let
you know how that works.

I have had good luck with Podbean and Stitcher apps. Though I would rather
have music and podcasts on one app and not have to switch between them, it
seems that if Spotify continues to give me issues, it may be the only way to
go

[Oginme]

After playing around with the settings on my phone and within the app, I could get podcasts to play longer, but not without the app turning the podcast off.  It still had an issue when I finished one podcast and then started another in that it showed the old podcast on the now playing screen, but the podcast I had just started was playing.  Both the 'now playing' podcast listing and the new podcast page showed neither as actually playing and the only way to stop the playback was to exit the app. 

To get a podcast to play longer, I had to make sure it was the only app open.  Soon after checking an email message I received, it turned the feed off again. 

Not sure where to go at this point.

[Jeremy]

Hi there folks,

Thank you for your replies.

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 since the card can be corrupted.

We also suggest that you try a different internet connection to see if the issue persists.

We'll keep an eye out for your replies.

Take care!

[crayfishCZ99]

I'm having the same issues, but more and severe. Everything refers to app on Android.

1. As described above, very often the app get's stucked showing I'm middle of one podcast, where practically I  listened it to end and listening to other one already.
2. Very often the podcast/song is playing, but the play/pause button is showing Play icon. So I need to click on play with no effect, then on pause to really stop playing.
3. When I'm using the phone speakers, randomly the app stops playing. i need to go back to app and click the play button again. It's happening even when I'm working on the phone in other apps, or If the phone is locked.
4. The worst behavior is on bluetooth devices. Either it's getting stopped as in issue 3, or it's getting stopped, but It starts again if I switch to Spotify app, or it stops sending any audio to bluetooth for couple of seconds.

What I've tried so far

• Uninstalled and installed Spotify again
• Waited for new Spotify app
• Waited for new Android version.
• Tested it with two different headsets and in car. So 3 different bluetooth devices.
• Tested with above bluetooth devices other Audio apps or streams in background. All other works well in background.
• Activated in Spotify and Android all options ( I googled) to not pause being on mobile data, on bad connection, in energy saving mode, in background etc.

Environment

• It was working +- 2 months ago. since then it became broken.
• Samsung fold 3 with Android 11, updated 1.11.2020
• Spotify version 8.6.88.1104
• I'm not using Spotify on other device in parallel. Nobody else is logged to my account.
• It's happening on mobile data. Advice to test it on wifi is not relevant. I need it to work on mobile data.
• It's happing even when I'm not moving and mobile signal strenght is full, all other apps are working with internet normally.

I was talking to one of your service agents, but he didnt' want to even admit, that there may be something wrong in spotify. He told me to sort it with Samsung. But if all other apps works and it was working before, something get broken in Spotify app.

Since the app is currently unusable, If I will get no help here, I will cancel my Premium. Why to pay for app, that can't be used?

[Eni]

Hey there @crayfishCZ99, 

Thanks for reaching out about this here in the Community.

Great troubleshooting so far, we can add a few more steps to make sure we've covered all bases.

You mentioned that you've already reinstalled the app, but would you mind going through the steps of a clean reinstall, as it's more thorough than a normal one?

If this doesn't do the trick, we suggest that you log out everywhere by following the steps bellow:

1. Log in to your Account page. 
2. Click SIGN OUT EVERYWHERE.

Note: This doesn't include partner devices (e.g. speakers, games consoles, and TVs), so for those go to your apps page and choose REMOVE ACCESS.

If the issue persists after following these steps, could you ask a friend or a relative to log in to their account in your phone to check if the issue persists with a different account?

We'll be waiting for your reply.

[Oginme]

I have uninstalled and reinstalled twice, once before I contacted Spotify
about the issue and the second time at the request of support. Both times
were clean installs. Uninstall the app, clear the files off the phone,
restarted the phone, went to google play and reinstalled the application. I
have stated this previously, but I guess it does not matter what I have
actually done, you will ask me to do it again.

I have signed out everywhere. That right now is the default condition. I
will remain signed out until someone can send me directions to totally
remove an account from Spotify.

[Ver]

Hey folks,

Thanks for the info that you've provided us so far.

Could you please also share with us a video recording of the issue? You can upload it to another platform like YouTube or Google Drive and send us the link. Just make sure that it doesn't have any restrictions enabled so we can open it. We'll look into this further.

Keep us posted.