Music keeps stopping and I have to unlock my phone to have it continue

[ProbableDust]

My Spotify keeps messing up. Not playing, playing with no sound and I have to constantly unlock my phone to continue and I've done everything

[Novy]

Hey there, 

Thanks for reaching out here in the Community. 

You mention you've tried some troubleshooting, but just to confirm, have you already tried performing a clean reinstall of the app? This is often an overlooked step but it can be helpful to get rid of any cache that might be causing issues. 

Also, could you send over the make, model, OS version and Spotify version of the affected device? 

Lastly, make sure to let us know the other steps you've tried so that we can avoid repeating any. 

We'll be on the lookout. 

[ProbableDust]

Yeah I've cleaned cache, data in the app and my phone. Uninstalled and reinstalled multiple times. Restarted phone after a few uninstalls before reinstalling. It only works when I download the playlist. I can't access the folder listed in the clean reinstall though 

[Joan]

Hi @ProbableDust,

Thanks for the reply. Can you tell us what device this is happening on? If it's an Android phone, especially a Samsung, we've often seen battery optimization settings cause similar behaviour. Please review any such settings and apps you have related to the battery, memory or data optimization and either turn those off or at least exclude Spotify from them.

Hope this helps.

[ProbableDust]

Thank you for the suggestion. I didn't think of that I've never had a problem with that. It's a Samsung galaxy s20

[MihailY]

Hey @ProbableDust,

Thanks for your reply.

In that case you can check out this website for a more detailed guide on which settings to adjust.

Let us know how you get on.

[ProbableDust]

Thank you for the link. I followed it but I'm still having problems. It only seems to work if I download the Playlist 

[Ivelina]

Appreciate the cooperation @ProbableDust.

As you mentioned that it only works when you've downloaded a playlist, are you by any chance using the app in Offline mode and is it a specific playlist? If that's so then I recommend toggling Offline mode off and testing streaming music with a different internet connection if that's possible.

Additionally, if you have an SD-card, please remove it, clear the cache within Spotify once again as it causes different issues with the behavior.

If these steps make no difference, it'd be very helpful if you could send us a video recording of the behavior. You can attach it via the Insert Video option in the post editor or upload it to Google Drive and share the link with us (make sure the video has the permissions for anyone to see it).

Thanks and hope to hear from you soon 🙂

[ProbableDust]

No SD card. Not using it in offline mode also its not a particular Playlist. The same playlist could be giving me problems but if I download it, no problems. I would love to send a video but I only have problems when my phone is locked. If my phone is unlocked and screen on everything is good. Thank you everyone for responding 

[Maria]

Hey @ProbableDust,

Thanks for keeping us in the loop!

Just to confirm, do you notice any difference if you're connected to another network? For example, if you're currently using WiFi, you can try 4G/5G.

You can also double-check if lowering the streaming quality helps in this case. You can do this by following these steps:

1. Tap your profile picture in the top-left corner.
2. Tap Settings and privacy (the cogwheel icon).
3. Under Audio Quality, select your preferred settings - for example Low.

It's also worth having a look at the phone's network settings. There you should be able to see if Spotify is allowed to run in the background & that there are no restrictions to the data usage.

Let us know how you get on!