Premium user, Android constantly shanks, now can't download

[blueline17]

I'm a premium user and make much use of offline playlists. I installed the "new" Spotify as required after the big security scare a couple weeks ago. What a train wreck.

Now, my downloaded tracks are CONSTANTLY just disappearing from my Android phone. I constantly re-download them. And now, today, suddenly instead of just wiping out all my offline tracks, Spotify on Andoid tells me I've exceeded the three-device limit. Absolute nonsense. I sync (download) precisely three devices (Android phone, iPad, Mac).

I login on the web, and sure enough it now lists these three devices for offline:

Android, last updated yesterday

Android, last updated yesterday

Android, last updated today

Nice job Spotify! Apparently that is you, resetting everything every time, making me re-download, then calling it a new device. Now my iPad and Mac aren't even listed and I bet if I fire them up, I've lost all my tracks.

Probably time to call it quits with Spotify soon. I don't have time for this. Thoughts welcome, last resort.

FWIW:

Samsung GS3 on Verizon

Spotify 1.1.0.113

Yes I've done a "delete cache and saved data"

[Joe]

Remove all the offline devices from that page, remove your external SD card (if you use one) then try reinstall spotify. Does that work?

[blueline17]

It's crucial that I store the offline music on my SD card (that's where most of my available storage is). Will this prevent that?

[Joe]

That depends. What version of android are you using?

[blueline17]

Android 4.3 (Kernel 3.0.31, Hardware I535.10)

[Joe]

That should be fine. So try this:

• Uninstall spotify
• Reformat the external SD card in the phone
• Remove the external SD card
• Redownload from Play but do not launch the app yet
• Reinsert the external SD card
• Launch spotify and try downloading some music

Do you still get the same problems?

[Andrews32]

Assuming Spotify works correctly after jumping through all those hoops, beware updating to 4.4, as saving to SD doesn't work on some variants (it requires the developer changing a couple lines of code, so Spotify is still working on that...).

Now, will Spotify fix it before Verizon updates your software? It's like watching two pots boil over a single lighter!

[blueline17]

Thanks, will give it a last go I guess. Did the steps, downloading some tracks now, and we'll see if they last more than about 12 hours.

[Joe]

I'll keep my fingers crossed 🙂

[blueline17]

Nope, already toast. Had downloaded several playlists and boom, they're gone. Junk. 

Thanks for the help anyway.

Note: in Spotify's defense, *maybe* there's a transient SD card error or something, and without any warning/log, Spotify shanks the entire downloaded cache or something. But I'm sick of retrying, for sure. And, "coincidentally," it became this pathetic about when the security reinstall requirement happened (again, "coincidentally").

[Joe]

Sorry about that @blueline17 . All I can suggest, if you still have the energy, is to keep badgering the support guys 😞

[blueline17]

Speaking of that, I found nowhere to CONTACT Spotify support. I've been around quite awhile and use the Internet for a living, so when I can't find how to contact, that's truly pathetic.

(Now I also admit I only looked here, there and everywhere for about 3-5 minutes then posted here to the community forum). 

[Joe]

It's hidden at the bottom under "About". Here's a direct link to the contact form. You normally receive an autoresponse and you need to reply to it or your case doesn't go any further.

[blueline17]

Thanks!

[Joe]

No worries but, if they get to the bottom of this, I'd love to hear more 🙂

[blueline17]

Yeah so far their support hasn't even responded. Auto-reply ack, with a case number, and that's it.

[Joe]

You replied to it? If you haven't heard any more within 24 hours of replying, post the 8 digit case number here and I'll chase it up.

[blueline17]

The case welcome email I got specifically said DO NOT reply to the message, and that they're looking into it, but of course, "not really," or at least, not quickly.

Case# is 

01526446

[blueline17]

Spotify Support did finally respond, and they're wondering if something is wrong with the SD card. They could be onto something there as I've seen some finicky before (unrelated to Spotify) that makes me suspicious too. Can't store on phone internal (not enough room) and there's no explicit fault/error but maybe.