Geschichte stoppt und fängt wieder von vorne an

[NadiaMing22]

Wenn meine Tochter eine Geschichte hört, stoppt diese plötzlich und springt wieder an den Anfang. Dann wird sie wieder von Anfang an abgespielt. Das wiederholt sich immer wieder. Was können wir tun, damit die Geschichte von Anfang bis Ende abgespielt wird?

[Maria]

Hey there,

Thanks for reaching out! Hope you don't mind us replying in English, as it's the official language on the Community 🙂

We'd love to help, we just need a bit more info on what's happening from your end.

Have you noticed if playback stops and restarts at any specific points, or if it happens when listening to a particular track? Also, does this happen on all devices that your daughter uses - for example both on mobile & on desktop? Should it happen only when using the desktop app, as an example, it's worth trying a clean reinstall. 

If your daughter is using a speaker or headphones when this occurs, it's worth trying to play the track without connecting to the external speaker/device, just to see if you notice any difference.

Let us know how you get on!

[NadiaMing22]

Hallo Maria

danke für die Antwort. Kein Problem, dass du auf Englisch schreibst, danke Übersetzung 🙂

Hier ein paar zusätzliche Infos:

Das Hörbuch stoppt immer an verschiedenen Stellen, springt dann aber immer zum 1. Titel retour, wenn dieses Problem auftritt. Meine Tochter hört nur am Handy, manchmal mit Kopfhörern oder Box, meistens ohne. Da können wir keinen Unterschied feststellen. 

Danke für deine Hilfe.

[Maria]

Hey @NadiaMing22,

Thanks for the reply and all additional info - we appreciate it!

Just to confirm, did your daughter try a clean reinstall of the Spotify app on her phone? This will clear any stored & damaged cache which may cause app issues, as well as ensure that she's running the latest version.

If possible, it's also worth trying another internet connection. For example, if she's currently using 4G/5G, she can try connecting to WiFi.

Should the issue persist, it would be great if you could send us a link to one or two of the tracks she's experiencing issues with. It would also be helpful to know the make & model of her phone, along with the OS version.

Keep us posted! 

[NadiaMing22]

Hallo Maria

Nun haben wir die Neuinstallation gemacht.

Das Gerät ist immer mit dem WLAN zu Hause verbunden.

Marke des Telefons: Xiaomi Redmi 9C

Betriebssystem: MUI-Version 12.0.14.0(QCREUXM)

Link zu Tracks, bei denen das Gerät stoppt und zum ersten Track zurückgeht und stoppt:

https://open.spotify.com/intl-de/track/3mMvBdqMfOfHkLNu9FbGxr?si=a3b05c4cf3ed4d08

https://open.spotify.com/intl-de/track/1YMma7rOctPvuj2njAOqBq?si=a3e3ba1df8b94628

https://open.spotify.com/intl-de/track/23ZGKmj39BdNESGBBYjLA6?si=b4a7c90ef22b4df3

Vielen Dank für eine Rückmeldung und herzliche Grüsse

Nadia

[Dessi]

Hi again @NadiaMing22,

Thanks for all the details!

Can you also make sure that Repeat isn't enabled? The icon should look like this if it isn't -  and you can find this feature in the Now Playing view. It's also worth logging out of all devices and web pages at once and then logging back in:

1. Log in to your account page.
2. Under Security and privacy, select Sign out everywhere.
3. Click Sign out everywhere.

If your daughter has any connected apps, she can try removing them by going to the apps page and choosing REMOVE ACCESS. They can be re-added again afterwards if needed.

Let us know how it goes.

[NadiaMing22]

Hallo Dessi

Danke für die Antwort.

Die Funktion «Wiederholen» ist nicht aktiviert.

Ich habe «Überall abmelden» gemacht und den Zugriff entfernt.

Trotzdem kommt das Problem wieder vor.

Freundliche Grüsse Nadia

[Ivelina]

Thanks for the response @NadiaMing22. We'll continue investigating together.

You did mention that the phone was always connected to Wi-Fi, but could you confirm if the same behavior happens on mobile data? What about if your daughter is logged in to her account on another device?

If your daughter has an SD-card on the phone, I recommend removing it and giving Spotify a clean reinstall once again. If there's corrupted cache on the card then this can also cause performance issues. 

You sent us 3 links to the tracks that stop and jump back to the beginning, but have you noticed the same thing happening with other content?

We'll be on the lookout 🙂

[NadiaMing22]

Hallo Ivelina

Wir haben noch getestet, wenn das Gerät mit mobilen Daten verbunden ist, und das Problem tauchte trotzdem auf. Auf einem anderen Gerät lief die Geschichte ohne die störenden Unterbrüche.

Wenn meine Tochter mit den JBL Kopfhörern hört, stellt es nicht ab, wenn sie mit den Airpods hört, stellt es ab.

Wir haben keine SD-Karte im Handy.

Das gleiche Problem taucht auch mit anderen Inhalten auf.

Herzliche Grüsse

Nadia

[Joan]

Hi @NadiaMing22,

Thanks for the info.

From your reply, it's possible that the issue is related to the Airpods themselves. Those have the functionality of being able to play/pause or skip songs, so this might be what is causing the tracks to restart. Since the controls for this are touch based, it's possible that there is an issue with the sensor, that something like sweat or hair is activating this inadvertently or that there is something software related. You can read more about these controls here.  

Try testing if any similar issues arise when playing back from other sources, if the Airpods have issues on other devices and try updating the app associated with them, as well as the firmware of the earbuds themselves. If indeed the issue is with the Airpods, consider reaching out to Apple support for further assistance.

Hope this helps.

[NadiaMing22]

Hallo Joan

das Problem tritt auch ohne Airpods auf, somit hilft dieser Tipp leider nicht weiter.

[Joan]

Hi @NadiaMing22,

Thanks for the reply.

Can you confirm that the behaviour happens regardless of what output device is used? Is any other device besides the Android phone affected? 

Can you clarify what content exactly exhibits this behaviour? Namely, please test the following:

• Music
• Audiobooks (published like music)
• Podcasts

Also please test if the behaviour also happens if you download this content and play it offline. If you can also capture a screen recording of the exact behaviour and provide that to us, it would greatly aid our investigation. If the files are too large to attach here in the Community, you can send them to us via Google Drive or as unlisted YouTube videos.
 

Keep us posted.