Pas de connexion internet - Wifi ok

[Wilfried72]

Plan

Premium

Country

France

Device

Samsung Galaxy S20 FE

Operating System

Android 12

My Question or Issue

Bonjour,

Je viens de changer de téléphone et je n'arrive plus à me connecter à mon compte spotify depuis le réseau mobile. Cela fonctionnait avec mon ancien téléphone et fonctionne encore depuis les autres téléphones de la maison.

Tout fonctionne parfaitement en Wifi..

Je pense avoir testé toutes les procédures décrites ici, sans succès.

Merci pour votre aide.... 😉

[Dian]

Hey @Wilfried72,

Thanks for posting in the Community. We hope you don't mind us replying in English.

The described issue seems related to the settings of your phone. Could you check if mobile data usage is enabled for Spotify?

The way to find those settings varies from phone to phone, but it should be somewhere in Apps -> Spotify.

Keep us posted,

Cheers!

[Wilfried72]

Thank you for your answer.

Yes, mobile data usage is enable.

I had a phone call this afternoon with the Samsung helpdesk, and it seems that the mobile phone I bought is not fully compatible with europeean network. I'm waiting for the seller answer.

I will keep you in touch.

Best regards.

[OscarDC]

Hey @Wilfried72

Thank you for keeping in touch.

We appreciate the time you took reporting this issue and sharing the information that Samsung tells with you. Hopefully, other users with the same phone model will find this information useful.

If anything else comes up, the Community will be here for you. 

[Wilfried72]

Sorry for this very late reply. I did not received notification about your answer to my post.

So. It seems that this mobile phone is not fully compatible with european network BUT after reinstalling all the the phone content, it finally works perfectly.

It seems that my problem is not one anymore....

Thank you for your support.

Best regards,

Wilfried

[Eni]

Hey @Wilfried72,

Thanks for getting back to us and letting us know.

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

Cheers 🙂

[Leslouloutes]

Hi

I have the same issue with my phone s20 fe. What do you mean by reinstall all the phone? Thank you Delphine 

[OscarDC]

Hey @Leslouloutes,

Welcome to the Community and thank you for joining the conversation.

Usually that term refers to a "factory reset" of the phone. However, you can try other things before that. We'd recommend performing a clean reinstall of the app by following the steps in this article. This is often an overlooked step, but it's more thorough than a quick one and can be helpful in getting rid of any cache that might be causing trouble.

If the issue persists, would you mind changing the quality in the option "Cellular Streaming" (in your app settings) to see if it makes any difference? This will give us a better look at the issue.

Lastly, include in your next response the Spotify version you're currently running.

We'll be on the lookout.

[Wilfried72]

Hi,

In my case, it wasn´t enought.

I tried several times to reinstall the app (clean reinstall following step by step the procedure)

[Wilfried72]

Hi Delphine.

I reset all the phone content

"Reinitialisation du telephone" in french.

127.93 KB of 486.52 KB