Spotify crashing in Amazon Kids

[jeremy757]

I have a Spotify family account. My daughter is on my family account. She has a Fire HD 10 (11th Generation) with an Amazon Kids account. She has the Spotify app loaded in her Amazon Kids app.
Everything was working fine, until a recent update that added the DJ beta option. Since then that DJ option is the only thing in the app that works. Selecting any other playlist or song crashes the app.
If I switch over to my account on her Fire and log into her Spotify account from there, everything works fine. Her Spotify account also works fine on Desktop. Its only inside the Amazon Kids account this occurs.
I have tried uninstalling and reinstalling with no success. What else can I do?

[Lyubka]

Hey  @jeremy757,

Thank you for reaching out here in the Community.

If you have problems with the app on your Fire TV, we'd suggest that you restart the device, reboot your Wi-Fi and make sure that the connection is strong and not interrupted by something.
 

In case the issue persists, we'd recommend that you check for a pending update for your Spotify App. If you see one available - make sure to install it and check if you'll still experience this. Make sure to restart your TV if you'll be performing this action.

Hope this helps. Let us know how you get on.

[alw41-_fmoiad]

this did not fix anything. I'm having the same issue, this is a TABLET not a FIRE TV. Fire HD10 (11th Gen). app is up to date. andriod is up to date. cache has been cleared. I've uninstalled, reinstalled multiple times. Spotify will only play in that DJ mode. trying to play any other song downloaded or not, crashes the app.

[Eni]

Hey there @alw41-_fmoiad, 

Thanks for reaching out about this here in the Community. 

Would you mind checking if the same happens while using a different internet connection? 

If the issue persists, could you ask a friend or a relative to log in to their account on your tablet to see if they can replicate this behavior?

We'll be on the lookout. 

[alw41-_fmoiad]

Yes, same issue happens on differ t networks and with different users.

[Vasil]

Hey @alw41-_fmoiad,

Thank you for the update!
To me this seems to be a device-related issue, in which scenario I'd recommend doing a factory reset of the device to see if that would make a difference. Before going there though, you can also try reaching out to the manufacturer's support folks in case there's anything they could recommend on their end 🙂

Keep us posted on how things go!

[KittiO]

The same is happening to my fire had. 

[jeremy757]

I wanted to come back and say this issue resolved itself for me and I think it may have something to do with the way Amazon Kids blocks access to spotify's settings.  (you can't access the settings menu when logged into spotify under an Amazon Kids account).

So, after Spotify wouldn't work on my daughter's kindle, I asked her if she has the same problem on her Moto Play android phone (which obviously doesn't have amazon kids).  Well turns out I forgot to ever install the app on her phone.  So, I downloaded Spotify onto her phone and then logged into her account and got her set up to use the app on her phone.  It worked perfectly fine on her phone, no sign of the same issues that was happening on her kindle (and all the menus are available)

The next day my daughter told me that a few hours after setting Spotify up on her phone, she logged back into her kindle and Spotify was suddenly working again.

I have no real idea if one has anything to do with the other, but if you are having this same issue try doing a fresh Spotify install on a different non amazon device and then log your kid into Spotify on that device.  Then try logging back into Spotify on Amazon Kids later to see if it is working again.

[MihailY]

Hey @jeremy757,

Thanks for sharing what worked for your case.

@KittiO and @alw41-_fmoiad, can you please try this and let us know if it solves the issue? 

Cheers,

[guppyheed]

I also have this problem with my daughter's fire HD10. Stuck on DJ Beta mode. Can listen to any song on DJ mode, but at soon as you click a song out with the DJ functionality the full app crashes.

I have tried all the steps above, including logging in on my phone. On my phone her account works no problem.

Any other suggestions!

[guppyheed]

Something else to note,  if I exit out of kids mode on the Amazon Fire HD10 and log into Spotify it works perfectly.

Seems to be limited to only on kids mode.

And it's the same version of app 8.8.92.700

[Bviixii]

This is also happening on my kids Fire tablet while in Amazon Kids. I can't get it out of DJ mode and trying to play anything else crashes the app.

I've tried all of the above and can't make it functional at all.

[Admiringorion]

Same thing happening on our devices. SPOTIFY please advise as this is an app issue not the devices.

[bcase118]

The same exact thing is happening on my child's Fire tablet while in Amazon Kids. I clicked on DJ mode accidentally and now the app crashes anytime I try to play anything else.

[Sohaibahmadu]

This seems to be a common issue that many users have faced. One possible solution is to try doing a fresh Spotify install on a different non-Amazon device and then log your kid into Spotify on that device. Then try logging back into Spotify on Amazon Kids later to see if it is working again. This might help reset the app and fix the problem.

Another possible solution is to install the Google Play store app onto the Amazon Fire tablet and then download the Spotify Kids app from there

[Eni]

Hey folks, 

Thanks for bringing this to our attention. 

We'd like to investigate this further. In this case, if you're still experiencing it, please provide us with the following info:

• Your affected device
• Its OS version
• Your Spotify app version
• Troubleshooting steps you've already tried
• Did this start happening after a specific event such as an update?

We'll be waiting for your replies.

[HM121]

Yes, exactly same problem on my Amazon fire HD8 (10gen).

OS7.3.2.9

All working fine until the update on 1st December. Now the only thing that will play is the DJ and any other time/playlist just crashes and goes back to previous screen.

Tried 2 separate internet connections (and in 2 different countries as we were on holiday and now home) and still the same.

Rebooted, cleared cache etc

Works fine on android phone.

Adult account so not an issue with a kids account.

[Admiringorion · Accepted solution]

SOLUTION FOR THIS ISSUE

I was having the same trouble as everyone else on this thread. it has everything to do with the DJ wrapped feature and I think that that is what is causing the bug in the app. What I ended up doing was uninstalling Spotify on the fire, logging into my child’s Spotify account on my iPhone, playing a song and then logging into the Spotify app on the Fire while the song is playing on the iPhone. This boots it out of the DJ Wrapped feature. Good as new! Hope that’s helpful. 

[HM121]

Thank you! This worked for me too, all fixed now.