New Music Won't Stay Downloaded?

[recheej]

I have spotify premium and recently set "downloaded/set offline" two new albums and for some reason they won't stay downloaded. I download the album, but then they become steamable again. Sometimes I have to connect to 4G or wifi before they become available again. For the rest of my downloaded playlists, they stay downloaded. The two album are frank ocean's, channel orange, and nas', life is good.

Edit by Per Bonomi (2012-12-06):

Please provide more info as described here.

[kingsoby1]

Everything erased.  Ready to cancel my subscription.

[kingsoby1]

Still no answer from Spotify customer service.  Sent three messages since Thursday.

Really surprised at the poor service from such a prolific company.  Definitely writing about this on my website...

Just about to go back to google music and only use my personal collection.

[RunningMan]

The problem persists, even though I now have cleared the cache and reinstalled spotify.

Please fix the problem, or let us know when a fix may be available, or at least let us know that you have acknowledged the problem.

I have been praising spotify since the beginning, but now my love is quickly fading. 

One more report from me:

Description

New playlists does not stay downloaded. 

A more detailed description, using numbered steps

1. In a fresh and clean install of spotify I downloaded around 8 playlists. Everything worked fine.

2. Next day I downloaded 2 more playlists which were newly added on my PC. Did not listen to the playlists on the PC or on my mobile.

3.  Next morning, the 2 last playlists are no longer downloaded on my mobile, I have to download them again. Wifi and 3G was off during the night.

Did you restart your device when troubleshooting in section B?

Yes

What I expected to happen

I expected the playlist to stay downloaded

What actually happened

They did not stay downloaded.

Device model

Sony Ericsson Xperia Ray

Device’s Operating System

Android 2.3.4

Is your device rooted?

If you don’t know what this means you can probably answer “No”

Are you using a custom ROM, if so which one, exactly?

If you don’t know what this means you can probably answer “No”

My mobile Spotify version

E.g. 0.8.4.

My desktop Spotify version (if applicable)

0.8.4.107

My mobile provider and country

Tele 2 Sweden

My username

fredrik_g

Do you have any screenshots you can attach to more clearly explain your issue?

No

Apart from this I have today experienced a couple of hanged spotify sessions on my mobile. Suddenly the music stopped playing. I left spotify and tried to open it again, and all the screen turned white. Restarted the phone and it worked again. This happened twice. A guess from my side is that it may have to do with a low amount of memory left on my phone, c:a 55 mb

[user-removed]

Yesterday I updated Spotify on my Android 2.3.4 Motorola Defy+. I had downloaded around 20GB of music to my mobile. This was annoying as hell because Spotify would stop synching sometimes and I had to restart it many times. So today I listened to my offline playlists one my way to work. Everything was fine. But when I connected to the WiFi and disabled Spotify's Offline Mode to synch recently added music I had to find out Spotify had just deleted around 20GB of music from my mobile! (The app stated I had to go online in 20 days to prevent losing my music.)

Do you know how long downloading 20GB of data takes, when the WiFi is used by many people?

I thought several times about quitting my Spotify Premium subscription, but I think this **bleep** just ruined the whole experience for me. If there's no option to listen to your music offline on your mobile without the risk of complete data loss or buggy synching, I don't have any use for Spotify. Because if I have to get my music anyway somewhere else so I can use it on my phone, I can simply stick to buying/downloading it. That's definitely more expensive and I would need to change my listening habits, but I won't pay for a service, that actually NEVER cared for my messages about buggy software and can't seem to provide more stable software.

[user-removed]

Yesterday I updated Spotify on my Android 2.3.4 Motorola Defy+. I had downloaded around 20GB of music to my mobile. This was annoying as hell because Spotify would stop synching sometimes and I had to restart it many times. So today I listened to my offline playlists one my way to work. Everything was fine. But when I connected to the WiFi and disabled Spotify's Offline Mode to synch recently added music I had to find out Spotify had just deleted around 20GB of music from my mobile! (The app stated I had to go online in 20 days to prevent losing my music.)

Do you know how long downloading 20GB of data takes, when the WiFi is used by many people?

I thought several times about quitting my Spotify Premium subscription, but I think this **bleep** just ruined the whole experience for me. If there's no option to listen to your music offline on your mobile without the risk of complete data loss or buggy synching, I don't have any use for Spotify. Because if I have to get my music anyway somewhere else so I can use it on my phone, I can simply stick to buying/downloading it. That's definitely more expensive and I would need to change my listening habits, but I won't pay for a service, that actually NEVER cared for my messages about buggy software and can't seem to provide more stable software.

[kingsoby1]

I think it is pretty obvious what the problem is, but here are some details:

Description

Like a ton of other people, all of my synced playlists on my phone are being deleted on a regular basis.  I also can no longer listened to my synced personal music.

A more detailed description, using numbered steps

1. Synced playlists

2a Can't listen to synced personal tracks

2. Used my phone a few hours

3. Playlists are magically gone

Did you restart your device when troubleshooting in section B?

Y

What I expected to happen

I expect to be able to use Spotify as advertised (ie it does not delete my playlists and lets me sync personal music library to my phone)

What actually happened

I just said what actually happened above and in the support thread a million times.  My synced playlists magically are not there after a variable amount of time.  I've tried factory resetting my phone, fresh install of Spotify (which of course changes SD card directory, so then I have to install an old APK, change the directory, then upgrade), etc.  I'm getting extremely frustrated and have been wasting 30 minutes to an hour per day trying to troubleshoot a piece of software that a multi-million dollar company refuses to fix and/or stand behind.  If this kind of sh*t happened with itunes, Apple would fix it overnight.

Device model

Motorola Photon

Device’s Operating System

2.3.4 Gingerbread

Is your device rooted?

Yes

Are you using a custom ROM, if so which one, exactly?

No

My mobile Spotify version

0.5.2.87 (0.8.3.636.gf43da5f3)

My desktop Spotify version (if applicable)

0.8.4.107.g4fa0003f

My mobile provider and country

Sprint, USA

My username

kingsoby1

[RunningMan]

I discovered something new about the problem. 

I started to listen to a newly downloaded playlist, which looked completely normal. However it stopped playing after a while. I did not have 2G/3G or wifi on. When I opened connection for 2G/3G, the music started playing again. I tried this 3 times, and the result was the same. I also tried setting spotify to offline mode with a problematic playlist (which was indicated as downloaded). It would just play the beginning of a song before it stopped. When i set spotify online again, it worked. 

Can it be that the playlists are not actually downloaded, although it looks like it? 

[RunningMan]

I´ve been testing further. Now I have turned the quality down to normal (from extrem), both for downloading and streaming. And ... surprise, the problem hasn´t occured anymore. 

So, maybe the whole thing comes down to using the extreme setting. 

So, heres something for the developers (and testers) to try:

Scenario A, playlist looks downloaded but isnt (?)

1. Set download and streaming to extreme. Download a new playlist, do not listen to it

2. Turn off access to all networks

3. Wait. Do not know for how long. Maybe minutes, maybe hours, havent figured this one out.

4. Try to open the new playlist (still without network)

-> The new playlist is either marked as not downloaded, or it looks downloaded but the whole list wont play.

If the playlist looks downloaded but stops playing somewhere (after 30 seconds, after 4 1/2 songs, I havent seen a pattern):

5. Turn on network access

-> The playlist now works.

Scenario B, playlist stops being downloaded

1. Set download and streaming to extreme. Download a new playlist, do not listen to it

2. Turn off access to all networks

3. Wait. Do not know for how long. Maybe minutes, maybe hours, havent figured this one out.

4. Try to open the new playlist (still without network)

If the playlist is no longer marked as downloaded

5. Turn on network access

-> The playlist will start downloading. Some playlist immediately finishes download (which indicates they are either already downloaded or almost completely downloaded), som playlists take longer. But they do download.

Now, try both of these scenarios using normal instead of extreme settings. It migh just work.

[Goodman]

Thanks for the extra info. I've updated the internal ticket so QA can try to find and resolve the issue.

[lolo92210]

Hello,

Something else I've just noticed. When I go offline the app says that I need to connect again in the next 11 days even though I connected every day and the deadline is supposed to be 30 days. It seems that the spotify servers don't register my connections, which means that if the problem isn't fixed before 11 days I will lose all of my offline playlists!

Please hurry.

Thank you.

[Goodman]

---

@lolo92210 wrote:
Hello,

Something else I've just noticed. When I go offline the app says that I need to connect again in the next 11 days even though I connected every day and the deadline is supposed to be 30 days. It seems that the spotify servers don't register my connections, which means that if the problem isn't fixed before 11 days I will lose all of my offline playlists!

Please hurry.

Thank you.

---

Please try the solution in here.

If that doesn't work, and if you like, I can try resetting your devices. This would mean, however, that you would have to re-sync your offline playlists. Let me know if you want to go ahead.

[Arrzzene]

I have the same problem as well

Description

Like a ton of other people, all of my synced playlists on my phone are being deleted on a regular basis.  I also can no longer listened to my synced personal music.

A more detailed description, using numbered steps

1. Synced playlists

2a Can't listen to synced personal tracks

2. Used my phone a few hours

3. Playlists are magically gone

Did you restart your device when troubleshooting in section B?

Y

What I expected to happen

I expect to be able to use Spotify as advertised (ie it does not delete my playlists and lets me sync personal music library to my phone)

What actually happened

I just said what actually happened above and in the support thread a million times.  My synced playlists magically are not there after a variable amount of time.  I've tried factory resetting my phone, fresh install of Spotify (which of course changes SD card directory, so then I have to install an old APK, change the directory, then upgrade), etc.  I'm getting extremely frustrated and have been wasting 30 minutes to an hour per day trying to troubleshoot a piece of software that a multi-million dollar company refuses to fix and/or stand behind. 

Device model

Samsung GS II

Device’s Operating System

Ice Cream Sandwich 4.0.3

Is your device rooted?

Yes

Are you using a custom ROM, if so which one, exactly?

No

My mobile Spotify version

0.5.2.87 (0.8.3.636.gf43da5f3)

My desktop Spotify version (if applicable)

0.8.4.107.g4fa0003f

My mobile provider and country

Telenor, Norway

My username

Arrzzene

[kingsoby1]

I did a factory reset on my phone and have not logged into spotify using facebook.  Been 2 days now and no deleting!  Let's see if it lasts.

[Phoenixfury]

I've been having a problem for the past couple of days with my playlists magically disapearing.  I also just started loging in with my Spotify credentials instead of my Facebook credentials and so far my cached lists have remained on my phone. (Knock on wood!) However ever since the other day Spotify can't seem to stay logged in anymore.  If I reboot the phone I have to log back into Spotify every time.  (As I said I have to avoid the Facebook login because it seems like Facebook has a fever and the only perscription is cached Spotify music.)  Sounds like the most recent Android client is a little buggy if you ask me.

Here's my details...

Phone: Samsung Galaxy Exhibit (re-branded from Samsung Exhibit II 4G)

Android 2.3.6 (gingerbread) un-rooted running Samsung's Touchwiz 4.0

32 Gig SD card and yes I am utilizing it through a work around where I install the old app and specify a path to the external card so Spotify doesn't hog the paultry 4 gig internal "USB memory".  Why doesn't the new app have this feature?  Seems like a big step in the wrong direction to take this ability away in the new app.

Carrier: T-Mobile

Location: Elkhart, IN

ISP: Bloombroadband

Temporary backup workaround: 7 day free trial with Rdio..  Please fix this soon or this backup will become primary.  I love Spotify when it works but this recent frustration is not tolorable especially since I'm a paying customer.  I rely on this service to get me through long work days and to help keep my sanity.  I'm very dependant of offline caching and not having it for the past couple of days has caused me some distress.  If this continues for to long I know where I'll have to go for relief.  You have 6 days to aknowledge, confirm, and fix this or I'm jumping the fence for the other side where at least the lawn appears to be greener. (Service works as advertised there at least.)

[Emilius]

Hi all

I've been experiencing this same annoying issue for some days, but now it seems to be solved.

I've downloaded some lists, i have reboot my phone (HTC DESIRE) and they are still there! I must say that when I was suffering this problem i had more than 15 lists downloaded, around 2000 songs and now I'm testing with just about 300 songs, when I finish downloading all of them I will tell you if it keeps working right.

What I have done is the following:

1.- Clear spotify data/cache

2.- Uninstall spotify

3.- Go to android folder in sd and erase the spotify folder there (com.spotify.mobile.whatever)

4.- Reboot phone

5.- Reinstall spotify

6.- Download again my lists

Now it seems to be working fine, I hope this helps to get rid of this bug, and I hope the Spotify guys solve this as soon as possible.

[Phoenixfury]

Thank you Emilius.  I'll report back the results of fallowing your instructions.  The only thing I do different is install the old Spotify client first so I can specify a path to my external SD card then I update to the latest client through the Play store.  In the past I've cleared the cache but I hadn't deleted the Spotify folder from the SD card.  This isn't something I had thought about trying previously.  Hopefully this will get the app working properly again.  Again thank you!

[kingsoby1]

I think you might be right about the quantity being the problem.  I had about 200 songs synced for 2 days, no problem.  Then I added a 600 song playlist, BOOM, everything gone.

This is so stupid lol.

I will reset everything again and just keep the small playlists synced.

[Phoenixfury]

Emilius, this didn't work for me.  I fallowed your instructions and after downloading a couple of small lists (no where close to 200 as another poster noted) and did a reboot only to find the cached lists were gone again.  I also had to login again as well after reboot.  Ever since the latest update Spotify can't seem to retain the login info either.  If I reboot I have to login everytime now whether it be through Facebook or Spotify.  I'm starting to wish I had the previous build apk to see how that behaves.  I suspect there's something wrong with the latest build my phone don't like.

[kingsoby1]

Previous build apk doesn't work with syncing anymore at all.  It cites a "server communication error"

[Phoenixfury]

I stand slightly corrected.  This time I downloaded a playlist and lo logged in with my Spotify credentials and the playlist remained on my phone.  However I don't have any faith this will stick.  This worked for me yesterday and I discovered later in my work day that my cached playlists were wiped clean again.  Also as I just noted I had to login again which means the current build won't even retain my login info either.  I've noticed since the latest update that the app has a nasty habbit of logging itself out at random to.  

[Emilius]

Hi, Now I've been using spotify for 2 days and more then 2000 songs downloaded after I reinstalled and no issues so far, everything is ok, my lists do not disappear any more. I have gone offline, rebooted my phone and a number of things that caused the problem to happen before, and now the lists are still there, oh my god I'm so happy 😛

For me the key to make things work seems to have been the deletion of the spotify folder, I had tried to erase date and reinstall spotify berfore but it didnt work (HTC desire).

I hope this could be helpful for someone, sorry it didn't work for you.