Music stops on lockscreen

[Dave9090M]

Music Stops on note9 lockscreen. The app is not being optimized, nor is background data disable. Only spotify has this problem.

[Ivan]

Hey there @Dave9090M, 

Thanks for reaching out to us about this - we'll be glad to help you out here.

Most common issues can be fixed with a quick reinstall of the app. In some situations however, a clean (more thorough) reinstall of the app might be needed. This way you can start afresh with Spotify on your mobile. 

Check out this help page in order to find the steps for clean reinstall on the affected device. 

If it doesn’t do the trick, we’ll provide you with further help. 

We'll look out for your reply. 

[Sts11]

Hello,

I've got the same problem on my honor 9 lite. After I updated Spotify to 8.6.60.1126 the app stops playback about 5 seconds after the screen goes dark.

I've tried

Reinstall

Clean reinstall

Updating OS

Checked all background data permissions (all set to allow)

Checked all permissions on the app (all enabled)

Checked background data preference in the app (enabled)

Logging out and back in again

Logging in with another account ( problem persists)

Nothing helped, the app still stops playback when the screen turns black. Any further help?

Thanks in advance

[Elena]

Hey @Sts11!

Thanks for reaching out on the Community.

We appreciate you listing all of the troubleshooting steps that you have tried so far. Could you also double check if you have any extra data/battery saving apps installed, that could be blocking Spotify?

Does the app always stop after a certain time after the screen is locked or does it vary?

We'll also need to know your exact OS version and if you experience this only if you're playing directly via the phone or via Bluetooth or Connect as well.

Keep us in the loop here.

[Sts11]

Hello Elena,

my OS is Emui 9.1.

The playback stops reproducible about 3 seconds after the screen goes black
or I activate the lockscreen manually.

Bluetooth connection gives the same result.

I double checked my devices preferences and attached some screen shots for
you. There should not be an issue with power saving or restricted data in
standby.

Thanks for the quick reply!

[Sts11]

Hi Elena

my OS is Emui 9.1.

The playback stops reproducible about 3 seconds after the screen goes black or I activate the lockscreen manually. 

Bluetooth connection gives the same result. 

I double checked my devices preferences and attached some screen shots for you. There should not be an issue with power saving or restricted data in standby. 

Thanks for the quick reply! 

[Sts11]

Upload is restricted to 3 files, so here are some more screenshots

[MafeG]

Hi @Sts11,

Thank you for your reply and sharing all this info.

All the settings on your phone seem to be right. However, take into account that if you change any setting, you'll need to restart your phone so they take effect.

If the issue persists after restarting it, can you log in with another account, such as a friend's or a family member's to see if the same happens? 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 this goes. 

[Sts11]

Hello,
thanks for getting back. I double checked and did another device restart to
avoid any false info. I restarted my device with these posted settings.

Regarding the login with another account: I created a new one for test
purposes and logged in with that, after logging off from my premium
account. Sadly the problem remains.
About 3 seconds after the screen goes dark the playback stops. And when I
unlock it again, the app has not only stopped but closed itself. This is
the same behaviour since the aforementioned update.

[MafeG]

Hi @Sts11,

Thank you for your reply!

Since the issue is still persisting and we see that the settings on Spotify and your phone are correct, then we suggest you run a factory reset on your phone. Just make sure to make a backup of your files 

Please let us know how this goes. 

If you need a hand with anything else, the Community is here for you.