Spotify crashes / shuts down Note 3

[Gapa]

Description

When I listen on Note 3, after a while of changing the songs the sound is gone and after a few second the phone restarts or shuts down. Spotify is in version premium. Issue appears in offline mode, as well as online mode.

What are the steps you took to get to the error/issue?

1. When I just listen without swiching forward everything is fine.

2. When I start to swich forward, for exapmle looking for some song, after few songs suddenly volume is off.

3. The song is still running - i.e. screen looks like nothing happened. But when I remove the headphones, phone does not register this - it still says that headphones are in but there is no sound.

4. After a few seconds phone crashes.

Did you restart your device when troubleshooting in section B?

Yes

Did you read the connection troubleshooting tips?

Yes

Your device

Samsung Note 3

Device’s Operating System

4.4.2

What type of account do you have?

Premium

Space left on your device

22,82 GB

Space left on your SD card (if applicable)

N/A

Space left on your External SD card (if applicable)

N/A

Is your device rooted?

No

Did you set your external SD card as storage location?

N/A

Did you manually install an older version before installing the latest version from the Play Store?

No

Do you have the same issue when switching between WiFi/Mobile Data (If applicable)?

N/A

My mobile Spotify version

0.7.9.1170

My desktop Spotify version (if applicable)

0.9.8.296.g91f68827

My mobile provider and country

Poland, Play

My username

1186805800

Do you have a Spotify (non-Facebook) login?

Theoretically - I did not figure it out quite yet

Are you logging in with Facebook or with your Spotify login details?

Facebook login

Do you have any screenshots you can attach to more clearly explain your issue?

No

[AlexxSo]

Having the same issue here with my Note3. One time it not only restarted, but it did that in secure mode and I ended up with lost data (eg needed to login into apps like facebook and email and so on, again). I hope there will be a solution, I stopped using the app for now.

[dmnsctt]

Yes. I am having the exact same issue. It is very annoying.... Basically makes the app unusable when paying for a premium service!

[dmnsctt]

This is still happening for me even after the recent app upgrade.

How do we get a developer to look into this?

[Joe]

I can't reproduce this on my Note 3 running android 4.4.2 and spotify 1.1.0.113 following the steps in the original post.

Can someone please post a step by step guide on how to reproduce this please. The more specific, the better. Please include whether you are listening on wired phones, streaming or offline local files, downloaded spotify music etc. If this is reproducable, we can get it escalated to the devs.

Thanks.

[dmnsctt]

Ok, I have the same level of android (4.4.2) and Spotify (1.1.0.113). Samsung Galaxy Note 3.

This happens with my downloaded offline playlists. It happens when listening via headphones or an audio lead that I have connected to my car stereo via headphone jack on phone and car.

I usually use my starred tracks (all downloaded to phone ~300 tracks) and use the shuffle option. If you skip to the next track quite quickly, so say 6 or 7 times to get to a track that you want to listen to first.... this is where the audio will turn off and it will look like the track is still playing on the screen (track timer is counting up). After maybe 10 to 15 seconds, the phone becomes unresponsive to the back button or power button and it will just restart the device automatically...

Basically you can't chance using the skip track button or the app and phone will crash... painful!

Thanks for helping try this out! 🙂

[Joe]

Thanks, that was helpful. Going to try this out. Back soon.

[Joe]

I'm sorry but I can't get mine to do this. I've tried skipping forward and backwards using both the controls on the now playing screen and notification bar. I should mention that I'm not using an external SD card but you probably aren't either unless your phone is rooted.

I'm going to keep an eye out for other cases but, in the meantime, could you get in touch with spotify support here. If you get an automated response directing you back to the community or to the help pages, please reply to it to speed things along.

[dmnsctt]

Yeah I'm using internal storage. No SD Card....

[dmnsctt]

Thanks... i've used the contact form. Hopefully something comes from it! 🙂

[biogenecide]

I am having the same issue, but My Note 3 doesn't completely crash. If I skip songs slowly, the issue doesn't happen, but if i do it fast, it then occurs. Instead of completely crashing, the volume no longer works (in any application or utility) and I cannot power down with the power button. I have to pull the battery or hold the power and volume down button to restart. I have been having it about 4 months now. I've reinstalled android as well as all the listed troubleshooting steps you listed below. So annoying, especially as a premium customer. luckily i have other devices. I hope this is addressed soon.

[dmnsctt]

Yes, this is still happening with me... even after interacting with Spotify support since June 6th, they haven't come up with a solution for this!!!! Getting beyond the joke at this stage.... not happy at all!

[AlexxSo · Accepted solution]

So I remember there used to be a pop up whenever you enable the equalizer in spotify that it can cause trouble. I tried using spotify without the equalizer and since then everything works fine. the problem never occured to me again. So, try disabling it and see if there is a change. For me it helped a lot. Good luck

[dmnsctt]

Thanks for that, I will try it.... but again this is a compromise. I do use the equaliser as it provides a good sound and enhances the sound via a phone for example....

[Joemommaspotify]

I have the same problem with my Note 3 KitKat 4.4.2 and yes, I have a third party EQ. Sounds way better as you mentioned and it would be a huge compromise without it. It is now September 2014 and this thread has been going on for a long time. No fixes. Not good. By the way iPhone has a EQ built into the Spotify app. As usual, Android is the ugly red headed step child. As a premium customer this will become a deal breaker if not fixed soon!

[Joemommaspotify]

Go to Spotify settings and see if Gapless playback is enabled. It was on my Note 3. I disabled just now and then skipped a bunch of tracks in rapid fire succession. No loss of sound, no app crash and subsequent device crashing. Will keep testing but hopeful! Tracks advance instantly and I do have 2 second cross fade enabled. So far so good.

[Joemommaspotify]

Well scratch that last post. So random. Just happened again. Track playing with no sound! Uggghhh...okay a troubleshooting more than Spotify..your turn!

[Daniel · Accepted solution]

---

@Joemommaspotify wrote:
Well scratch that last post. So random. Just happened again. Track playing with no sound! Uggghhh...okay a troubleshooting more than Spotify..your turn!

---

Can you try a clean install and also remove your equalizer app just so we can check if it's the Spotify app causing the issue or the Equalizer - Steps for a complete clean install detailed below:

NOTE: You will lose all preferences & offline playlists in doing this!

Uninstall the app from Settings - Apps then scroll to the Spotify app and tap on it, then press 'Uninstall' (or any other way you usually uninstall apps).

Once done using a file manager (such as ES File Explorer) make sure that the below folders are deleted (the second one may be still remaining from the older version of Spotify):

/Android/data/com.spotify.music
/Android/data/com.spotify.mobile.android.ui

Note: - Make sure to check both Emulated/0/ AND the /ext_sd/ locations for these folders as they could be on Internal memory or/and external SD card.

When all folders are removed go to the play store and install the Spotify Music app again (Direct Link).

Official guides for a clean reinstallation here
If using an external sd card to store your cache (Offline Playlists) on Android 4.4.2+ then please read instructions in the thread here: [Android 4.4.2+]Cache on external SD card is possible

[Joemommaspotify]

Daniel,

Thanks for  your detailed response. I have previiously done clean installs (even deleting the folders). These were before some of the recent Spotify updates in the Google Play store.  I am willing to give it another go; though as you mention it is an ordeal when it comes to offline content having to be downloaded again!! I will also uninstall the third party EQ.  Really, this is a troubleshooting experiment; however, if it is determined that third party EQ's are the culprit (In fact, I will try that option first), it is a HUGE compromise and would impact my decision to stay with Spotify as a premium customer.  Quite frankly, without an EQ, Spotify sounds pretty awful, like listening to AM Radio.  iPhone has a built in EQ for Spotify. Maybe this is the solution; yet, the feature has yet to be released for Android. Again, appreciate your support and will report back. - Joseph

[dmnsctt]

I use the android app and it has a built in equaliser in the settings...