Playing ads offline with premium?

[Killrassassin55]

Plan

Premium

Country

USA

Device

Samsung Galaxy S10+

Operating System

Android Version 10; One UI Version 2.5

My Question or Issue

***All this happens while online and offline. And I only listen to music from my downloaded playlist.***

Ok so. When I get into my vehicle, my phone automatically connects to my radio as soon as power is connected. After a successful pair, I open spotify to play music, music automatically starts playing. But... it starts playing the music backwards from the way I have it set. I have the sort setting to most recent. But when I start spotify after connecting to my radio, it starts at the very bottom and works it's way up from there. To cancel that out I just press the song at the top then it works it's way down.

Also, my music constantly pauses. But stops after about a minute of the radio being on. But there are occasions where I can hear some sound coming from my speakers whenever it pauses. Most of the time it's pretty random noises and demonic sounds. Nothing very definite when it's happening. But I've gotten some pretty clear noises only like 2 or 3 times but it almost sounds like an ad is playing. Can't figure it out at all. So please help, I really don't like fighting the pause button in my vehicle like 4 times within a half a minute lol.

[Jeremy]

Hey @Killrassassin55,

Thank you for your post here in the Community. We're sorry to hear that you experience this. 

In this case we suggest that you perform a clean reinstall of the app to make sure there's no old cache files causing this.

Also - can you log in with another account - such as a friend's or a family member's to see if the issue persist?

It would also be great if you can let us know which version of the app you have.

We'll keep an eye out for your reply.

Cheers!

[Killrassassin55]

Ok, I just finished uninstalling and reinstalling the spotify app. When I am out of class and driving home I will see if my problem persists.

I also would like to mention, apparently the problem also does the same thing even when not connected to my radio. Was listening straight from my phone and it did it. Hopefully the reinstall helps. Thank you!

[Killrassassin55]

Well our teacher just gave us a break so I tried listening to music on my Galaxy Buds. It's still happening. Any other ideas? 

I will try to login from a different device when I get home. 

[Jeremy]

Hi again @Killrassassin55,

Thank you for your reply and confirmation.

In this case we suggest that you have a look at this article on our support page.

If the issue still occurs after you followed the steps that's provided in there, get back to us so we can continue assist you. We're always one reply away 🙂

Cheers!

[Killrassassin55]

I have checked the link that you sent. And verified all information. It is still happening. And my current premium plan is still active.

[Alex]

Hi there @Killrassassin55,

Thanks for the info.

Can you ask a friend to log in with their account on your device or create a test account with another email address? This will help us determine if it's an account related issue.

Keep us posted 🙂

[Killrassassin55]

Ok, so I logged in to spotify on my girlfriends phone. It hasn't done the same thing to her phone yet. And we've been driving around most if the morning. 

So I assume my phone could be the culprit at this point? Would that be correct to assume? 

[Alex]

Hi there @Killrassassin55,

Thanks for the info.

There could be certain settings on your phone, which are causing this behavior of the app.

Could you check if there is any battery or performance optimization software running on your phone and disable that for the Spotify app. It's also worth checking if you've allowed the app all the necessary permissions. Go to:

1. Mobile Settings> Apps> Spotify> Permissions. Allow everything you see there.

2. Mobile settings> Apps> Spotify> Battery> Optimize battery usage> select top All (not optimized for apps)> Spotify> disable.

3. Last step - restart the phone.

If after that doesn't make a difference can you tell us how you connect your phone to the car - using Bluetooth or cable?

Cheers.

[Killrassassin55]

I checked all the permissions, the only thing that was not allowed was camera. Also went through my battery optimizer, Spotify was not on any of the lists. I restarted my phone, and there was no difference.

I connect to my radio through Bluetooth. But it even happens with or without a Bluetooth device connected. 

[Alex]

Hi again @Killrassassin55,

Thanks for getting back to us.

There are a few more troubleshooting steps we need to go through in order to get to the bottom of this.

Let's try the following:

1. Remove the SD card from your phone.
2. Reinstall Spotify but don't open it yet.
3. Place SD card back into your phone (preferably, after formatting)
4. Open Spotify.

You can also run your SD card through a software which checks if there are any errors on it. This could also be causing issues, since you've mentioned that you hear sound disturbance and pausing only when streaming downloaded content.

Let us know how it goes after this.

[Killrassassin55]

Well, I have tried the SD card trick. But unfortunately that didn't help. Still pausing randomly. Checked my SD card with software too like instructed to do so, found nothing wrong.

Also, it's not just with my downloaded music, it's any song. Downloaded or not, the problem continues to occur.

[Jeremy]

Hey there again @Killrassassin55,

Thank you for your reply and confirmation. We're sorry to hear that you experience this. 

Can you try the following:

1. Soft reset of the device
2. Ensure the operating system is up-to-date
3. Ensure device has enough storage space
4. Log in with another account on the device this occurs on to see if the issue persist.

We'll keep an eye out for your reply.

Cheers!

[Killrassassin55]

Sorry about the long time without a response. I've been super swamped recently.

Ok so, I actually have been soft resetting my device just about twice a week anyway for the past year. But of course I still gave it a go, operating system is up to date. I've been checking everyday, but actually about 30 mins ago an update showed up so I just installed it.

I have plenty of storage left on my device, just around 60GB.

So far with other devices it doesn't happen that I can see.

[Jeremy]

Hey again @Killrassassin55,

Thank you for getting back in touch with us. No worries 🙂

Can you log in with another account on your device? For example your girlfriend's to see if the issue persist?

Keep us posted 🙂

[Killrassassin55]

Alright, I logged in on my girlfriend's phone and I didn't notice any of the problems I've been experiencing. I even tried restarting her phone to see if that would reset the app and keep it disabled until it was interacted with. But nothing out of the ordinary happened. 

Also, her phone is the IPhone XR 👍

[Mihail]

Hey @Killrassassin55,

Thanks for keeping us in the loop.

The fact that your account works properly on your girlfriends phone indicates that the issue is indeed rooted in your device. We would like to check if it's caused by connectivity issues or network restrictions.

to that end, we'd appreciate it if you connect to another network with your account on your android smartphone and let us know if the playback issues come up there as well. If it's a wifi connection or one with unlimited data, it would be good if you could re-download your music and also check if offline mode performs as expected.

Let us know how that worked, we'll be on the lookout for your reply.