Songs crackle when screen goes black

[oatesrpiii]

Every time the screen goes black,the song playing crackles,slows down,and sounds awful. This results in having to unlock the screen every few minutes which is annoying AF. Have reset the app, reset phone, deleted cache, allowed full access for the app, allowed app to run in the background, allowed it to draw all battery,etc. Please halp

Plan

Premium

Country 

Usa

Device

Samsung Galaxy 9

Operating System

Android

My Question or Issue

[AlejaR]

Hey @oatesrpiii,

Thanks for posting in the Community and welcome.

Great initial troubleshooting! We'd like to gather some additional info. Is this happening over WiFi? 3G/4G? Both? Do you notice any difference if you switch the internet connection you're using?

On another note, can you confirm if you followed these steps for the clean reinstall in your device? If you haven't, give it a try and let us know how it goes. Additionally, would you mind sending us the Spotify version you are currently running?

Lastly, just to confirm, has the app always been behaving like this or does it start to happen after a specific event such as an OS update? Please send us the details about it.
 

Keep us in the loop!

[oatesrpiii]

Seems to happen independent of internet connection, whether on cellular
data or wifi.

8.7.92.521 is the spotify version im running. Can confirm I've done a clean
reset of this software version as directed.

The crackle happens often and not linked to events that I can readily pin
down. What seems to help a little is timing out the screen on purpose
several times. Other than that...crackle city.

[AlejaR]

Hey @oatesrpiii,

Thanks for you reply and for the info shared.

Just to confirm, is this happening when you open a different account on the affected device? It'd be awesome if you could check.

On another note, is this happening on a different Android device? It’d be awesome if you could check. You can ask for the Android mobile device of a relative or a friend to open your account and check.

Lastly, on another note, do you use a VPN on your cellphone? If yes, try disabling it to see if that makes any difference. Just to confirm, are listening to content on Spotify through a Bluetooth device such as headphones? If yes, can you check if this is happening if you disconnect them?

We'll be on the lookout!