Playback issues + app freezes when I open it on Android

[tristankey]

Plan

Premium

Device

Tecno Camon 17 Pro

Operating System

Android 11

I was having issues with the playback on my Tecno Camon 17 Pro. When I looked up a song, the next songs that played after were always the exact same, in the same order, and it kept playing the exact same songs even after looking for other music, and even if I disliked them, they still kept popping up. I tried fixing this by uninstalling and reinstalling the app, but now it won't open!, I already cleared all of the app's storage and uninstalled and reinstalled the app 3 times from the Play Store, and it still freezes any time I try to open it. Help?

[AlejaR]

Hey there @tristankey,

Thanks for posting in the Community and welcome.

Since you mentioned you've noticed issues with the playback and now you can open the app, we'd recommend you follow some further troubleshooting steps to see if you notice any difference. You can try:

• Clearing up some memory space on your device. This will help to create space in the device's internal memory.
• Disabling any battery optimization software/settings running on your phone. If the app works properly for a couple of hours, then you can add Spotify to the exceptions of the battery optimization. This way you don't have to disable it entirely.
• Checking if there are any pending updates for your device's OS. Make sure you're running the latest.

If none of the above does the trick, we'd like to gather some additional info:

• What is the exact Spotify version that is available in the Play Store? You can check this by looking for Spotify there and select the What's new section.
• Does this happen on different mobile device? If possible, you can ask for the mobile device of a relative or a friend to open your account there and check.

Keep us in the loop!

[tristankey]

Hi! Thank you for reaching out.

About the playback issue, that only seemed to happen on my phone, not on
other devices. I use Spotify on my laptop regularly and I've never had any
problems there.

About not being able to open the app, I've tried everything (including
these new suggestions) and the app still freezes on my phone. When I try to
open it, the app shows the initial screen with the logo as normal, but
after 1 or 2 seconds an error message pops up saying the app has stopped,
and it closes automatically. If I keep trying, the error message does not
appear but the app still closes by itself almost instantly after showing
the logo screen.

The Spotify version that appears on the Play Store is the 8.9.56.618

Thank you for your help!

Tristán Key (él // he/they)

[AlejaR]

Hey there @tristankey,

Thanks for your reply and for the info shared here.

This is indeed odd. As the next steps, you can try the following to check how it goes:

• Set Spotify as an exception on any cache-clearing or task-killing apps.
• Remove any external SD cards you might have and reinstall the app in the internal memory of your device. Make sure to use the app without inserting the SD card again.
• Check if this is happening with other streaming apps.

From what you kindly mentioned, this seems to be more related to your mobile device. To be able to continue investigating, please send us the following:

• Does this happen on a different mobile device? We understand you noticed this does not happen on your computer, but it'd be awesome if you could check on a different mobile device as mentioned above.
• Are you able to use Spotify on the web player of the affected mobile device?
• Send us a video recording of what's happening on your side. You can attach it in your next reply in mp4 format, or you can also upload it to YouTube or Google Drive and make it public, so we can visualize it.

We'll be on the lookout!

[tristankey]

Hi! Thank you for keeping up with my case.

Unfortunately, neither of these suggestions helped. I checked the cleaning
app I use and it didn't affect Spotify in any way, and I don't use an SD
card.

I uninstalled and reinstalled the app on my dad's phone (another brand, but
also an Android, also from the Play Store, exact same version) just the
check if the same problem happened and I had no issues opening it, same
thing for using my account there, no problems. I used the web player on my
phone, and it works perfectly fine. So the issue still stands on the app
specifically on my device.

As requested, here's a screen recording of me trying to open the app on my
phone. There you can see the error message popping up and the app closing
instantly.

Thank you for your patience and the help you've been providing!

screen-20240717-183818.mp4
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Tristán Key (él // he/they)

[MihailY]

Hey @tristankey,

Thanks for your detailed response.

Unfortunately, the video you've added didn't upload correctly with your comment. Can you try again or either upload it to Google Drive (make sure to allow general access to the file) or as an unlisted YouTube video?

Also, try reaching out to your device manufacturer and ask if there are any known issues that might be causing this behavior.

Keep us posted!

[tristankey]

Hi, sorry for the trouble with the video. Here's the YouTube link!

https://youtu.be/7A80DvCGlW4?si=96fBqq9_ndqqDWI3

This doesn't happen with any other app, only with Spotify.

I'll try to see if I can contact the manufacturer, thank you!

Tristán Key (él // he/they)