downloads disappear from time to time

[Berlitz]

Plan

Premium

Country

Germany

Device

Motorola Moto G5plus

Operating System

Android 8.1.0

My Question or Issue

every few weeks it happens that all my downloads disappear (playlists, album ,etc). I can still see everything in the library but I must download all again. And in addition I must set the storage location to external SD-card again.

This is very annoying as the download of >1000 files takes time and I must select every single album. 😞

Someone else has the same issue?

How can I get rid of it?

[Luan]

Hey, @Berlitz 
Welcome to Spotify Community and thanks for reaching out here!

Firstly, I recommend that you take a look at this following possible reasons your downloads might removed:

• You've downloaded music to more than 5 devices.
• You haven't been online with Spotify at least once in the last 30 days. 
• If you've recently reinstalled the app.
• Your Spotify app needs updating. 
• Your SD card (if your device has one) has become compromised (dislodged, corrupted, etc.) 
• The content's no longer available on Spotify.
• Tracks in some playlists are updated regularly, meaning tracks might be removed. 

If everything is correct, and the issue persists, I recommend a clean reinstallation of the app to shoot this misbehavior...

If you have any other further questions or need more help, let me know! I'd love to help!

Best Regards,
hezorg

[Berlitz]

Hello,

thanks for your hints.

unfortunately none of the mentioned items is the case.

The SD card is also in good shape as all other apps work properly without any errors.

it doesn't happen to some specific playlists, it happens to the whole library.

A clean reinstallation has already been advised by support but didn't change anything.

Best regards,

berlitz

[Luan]

Hey again, @Berlitz 

Could you try to remove all your offline devices here and try to download your songs again on your main device? After that, I ask you to check if the issue persists and keep me posted about it.

Best Regards,

hezorg

[Berlitz]

Hey hezorg,

thanks. I already did this the last times it happened. But I didn't remove all devices, I kept the smartphone in the list.

Next time it happens I'll do as suggested and give feedback.

Best regards,

berlitz

[Luan]

After remove all devices, just in case, I also recommend that you try a clean reinstallation again. After that you can download all your songs again and I'll be here waiting for your feedback. 

My apologies for all these issue and I hope that my suggestions solve it and thanks for your patience.

Best Regards,

hezorg

[user-removed]

Hi,

my problem is nearly the same: I got just one smartphone but it is shown several times (actually two times) in the offline devices. Every time a "new" device is added most of the downloads disappear.

[Luan]

Hey, @user-removed 

Please, click on the button to remove all devices connected to your account. (If you don't recognize any of these devices, I recommend that you follow these security tips.)

After remove all devices, reinstall the Spotify app on your devices and then you'll be able to re-download your songs. Check if the issue persists and give me a feedback, please.

Kind Regards,

hezorg

[Berlitz]

Hi,

the problem is still present. Did not have any issue for quite a while but now the problem is back.

All songs (2500 pcs) are fine and the app tries to download all again. Unfortunately it doesn't use the external sd-card but fills the internal storage and blocks the phone.

None of the above advices helped.

Regards

Jan

[Berlitz]

Hi there,

I'm still facing that problem. Meanwhile I think Spotify has a problem with external sd-card. Each time the songs disappear Spotify wants to store everything back on the phone.

Right now I even cannot select the sd-card in Spotify. All other apps work perfectly with the card so I am quite sure it is not faulty.

Berlitz