[LG TV WebOS 5.2.1-2522] Music playback stops randomly

[BastiDo]

Plan

Premium

Country

Germany

Device

LG TV Model OLED65BX9LB

Operating System

WebOS 5.2.1-2522

My Question or Issue

We got a new TV recently and on our new TV music playback in Spotify app stops randomly. There were no problems on our old TV and there were no other equipment / configuration changes.

When playback stops it can not be resumed with the play button. Sometimes playback continues after ~ 1 minute automatically. Only other option is the next song button.

Playback often stops in that song randomly again.

Things I tried:

- used another account (created for the TV)

- restarted the TV (also disconnected from power)

- restarted the router (also disconnected from power)

- checked for updates (Spotify App, TV firmware, Router firmware etc.)

- checked other streaming services (netflix, amazon prime video, disney+, local radio stations, etc.) -> no problems

- used Spotify on other devices (mobile phones, tablets, etc.) -> no problems

- disabled any energy saving options on the TV

- disabled "quick start+" option on TV

Now I do not know what to do anymore.

[Novy]

Hey there @BastiDo, 

Thanks for reaching out about this and letting us know what you've tried. 

Just to confirm, have you already tried reinstalling the app on your TV?

It would also be helpful if you could send over a video where we can take a better look at this issue. You can attach it to your next response to us by using the Insert Video option in the post editor. 

We'll keep an eye out for your reply. 

[BastiDo]

Dear @Novy

I deleted and reinstalled the app several times.

Took a Video where it stops during first song. After skipping to song 2 it plays completely. Then it stops again during song 3.

Problem is: the video is 4:20 minutes long and has a file size of 341 MB.

It says maximum attachable file size is 5 MB.

How to upload it?

Best regards! 

[Novy]

Hey @BastiDo, 

Thanks for keeping us in the loop. 

Not to worry. In this case, you can send a link to the video so we can take a look. 

Keep us posted!

[BastiDo]

You can find the video there:

https://www.dropbox.com/s/8fhmrx5vp9hjqj3/VID_20210406_183335.mp4?dl=0 

[Novy]

Hi @BastiDo, 

Thanks for getting back to us with this info. 

Apologies for the inconvenience, but we're currently unable to see the video. Would you mind uploading it to Google Drive and send us the link? Make sure it's visible to others with the link.

Also, could you let us know if the music stops randomly when you log in to your account from a different device?

We'll be on the lookout.

[BastiDo]

Should work with the following link:

https://drive.google.com/file/d/1n03E8IwbdtNQAulDKV4SloZXHzhnV88U/view?usp=drivesdk 

[BastiDo]

Forgot to mention: No problems with other devices. 

[Novy · Accepted solution]

Hi again @BastiDo, 

Thanks for this info!

Just to confirm, is the same thing happening if you start the playback from another device and then use Connect to continue playing on your TV?

Let us know how it goes.

[BastiDo]

Hi Novy,

I started Spotify on my mobe phone, connected it to the TV app and it played 20 songs in a row without any interruptions.

Afterwards I switched the TV off and started it again. Started the Spotify app on the TV without mobile phone connection and it seems that the problem is gone. Right now 7 songs in a row without stopping.

Strange but thank you very much!

Best regards. 

[Novy]

Hey @BastiDo, 

Thanks for keeping us in the loop. 

We're glad to hear that everything is now working as it should. 

If anything else comes up, don't hesitate to let us know. We're always here to help. 

Cheers!