My app keeps crashing and ive tried everythjng

[Fezahmad]

1. My app crashes as soon as I open it. I've reset my phone, updated my phone and reinstalled the app multiple times. Idk what else to do to fix it! Would appreciate any help. I took a video screen recording.

PlanPremium

Country UK

Device

Samsung s9

Operating System

(Android)

My Question or Issue

[Elena]

Hey there @Fezahmad,

Thanks for reaching out about this here in the Community!

Apologies for the delayed response, we just came across this thread. Could you let us know if you’re still having troubles with this?

If you are, we can recommend that you check the phone's battery settings and make sure that Spotify is set as an exception if you're using the battery optimization option.

It's also a good idea to check that Spotify has the permissions to run in the background.

If that's not causing the issue, could you let us your Spotify version and, if possible, if you experience this on other mobile devices?

Also, could you attach the video recording again as we're not able to see it?

We'll be on the lookout for your answer and we'll see what we can suggest next. Let us know if there's anything else we can do for you in the meantime.

[Fezahmad]

Hi Elena,

Yes this is still happening.... I've honestly tried everything and am almost at the point of cancelling my subscription.

Here's what I've done:

1. Updated my phone

2. Uninstalled and reinstalled the app

3. I talked to Spotify tech and after an hour of going back and forth they said everything seems okay on their side and its a device problem

4. Talked to Samsung and they said everything is good on their side and its the app problem

Now I'm at a place where I'm not sure what else to do. 

1. I've checked battery settings are fine - although there isn't a place to provide an "Exception"

2. Spotify is enabled to operate in the background

3. Spotify works on my laptop. I don't have another mobile device so can't check on another mobile.

Spotify version: 8.5.79.1061

Attaching the video again. 

Look forward to your advice on next steps.

Best,

Fez

[Fezahmad]

attaching video again

[Alex]

Hi again @Fezahmad,

Thanks for the provided info and the video recording.

It seems that your app is out of date. Could you run another clean reinstall, following the steps from this guide and let us know if that makes any difference.

Keep us posted!

[Fezahmad]

Hi Alex,

Still encountering the issue after the the clean reinstall. My version now is 8.5.80.1037 is the one I just reinstalled. Please advise.

Thanks,

Fez

[Alex]

Hi again,

Thanks for keeping us in the loop.

Sorry to hear that the newest release is still crashing.

There are a few more things that can cause the app to behave this way.

Newer Samsung devices sometimes have issues with broken system cache. Could you try clearing that and reinstalling the app after that again:

1. Turn off the device.
2. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
3. When the green Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
4. Press the Volume down key several times to highlight ‘wipe cache partition’.
5. Press Power button to select.
6. Press the Volume down key until ‘yes’ is highlighted and press the Power button.
7. When the wipe cache partition is complete, “Reboot system now” is highlighted.

If that doesn't help, could you let us know if you're also using an SD card on your phone and the version of Android you're running.

Thanks.

[Fezahmad]

Hi, I tried that and cleared the cache and reinstalled - still same issue...

I don't have an SD card

My Android version is 10

Thanks

[Alex]

Hi @Fezahmad,

Thanks for the info.

Could you tell us if the Spotify app came preinstalled on your phone? If so try rebooting your phone in Safe mode and check whether you can start the Spotify app or uninstall it. Have a look at this guide on how to enter Safe mode on the S9.

Let us know how it goes.

[Fezahmad]

I'm not sure if it came pre-installed. But I went into safe mode and uninstalled. Then got out of safe mode and reinstalled and still same issue.

version: 8.5.81.991

[Jeremy]

Hey @Fezahmad,

Thank you for your reply and for the confirmation.

Just to confirm - did you perform a clean reinstall of the app? If you did - did you make sure to clear the app data from the phone's Settings > Apps > Spotify > Storage > Clear Data?

We understand that you don't have another device you can log in to - but if it's possible - maybe you can have a friend or family member to try log in on your device with their account to see if the issue persists?

Keep us posted. We'll have an eye open for your reply 🙂 

Cheers!