Song on Amazon Echo Show won't change/update

[candyymandy]

I hope this is the right place for this! 

Last night, my Amazon Echo Show 10 started acting strange. When playing music on Spotify, the audio is fine but nothing on the screen updates. The length of the song, the suggested playlists, the cover art, and what's "currently" playing stays the same every time, although the screen still flickers as if it's changing to the next song (but it's very delayed sometimes).

I also do not have the ability to change the song as the forward and backwards buttons are greyed out. I tried clicking one of the suggested playlists on screen to see if that would snapped it out of it but nothing changed. 

My device is up-to-date, I have tried rebooting it as well. I'll try sending this to Amazon too if need be, but the last time I had an issue with Spotify on my Echo, it was Spotify that took care of it. 

[Joan]

Hi there @candyymandy,

Thanks for reaching out. Does the same happen across different networks? If you haven't tested this, please do so. You can use a hotspot from your phone if necessary. Also send us a video of the behaviour, that will help us investigate this. You can link it via Google Drive or as an unlisted YouTube video.

Let us know how it goes.

[candyymandy]

hi - yes unfortunately it’s the same case, even on my secondary wifi network. here’s a short video https://youtube.com/shorts/P6h2Q8DHU2M?feature=share

[Lyubka]

Hey @candyymandy,

Thanks for getting back to us.

We'd recommend that you try performing a clean reinstall of the app on your device. It'll get you the latest app version with all necessary updates and fixes and will remove any corrupted files from previous installations. This tends to solve issues with the app's performance. 

In case you're still experiencing this, we'd suggest that you unlink the Alexa Echo Show and link it again. Here you'll find an excellent guide for this. Make sure to set it as default player after that as this allows you to use it via voice commands.

Additional information about Spotify on Alexa can be found in this support article.

Hope this helps. If anything else comes up, the Community will be here for you 🙂

[candyymandy]

thank you for your reply, but I’m not seeing instructions for Amazon devices to do the clean reinstall?

[Lyubka]

Hey @candyymandy,

Thanks for getting back to us.

There are no instructions for the Amazon device since reinstalling is performed on the device where the Spotify App is installed and linked. 

You can try rebooting your Echo Show as this might help you fix it.

We'd also suggest that you check if you'll experience the same if you control the playback through Spotify Connect from the app.

If the issue persists, we'd recommend that you reach out to the Amazon customer support for further help. You can do this here.

Hope you'll find this useful. Take care 🙂

[erickvpy]

Hey Joan, I have a similar problem in my Echo Show 5 it´s been a while since I have this trouble, I think that is a problem from the Skill or API because I try to reboot my device, turn off Spotify skill connect the music in other devices and the problem is only in my Echo Show... The cover and the song details including the name of the track doesn't update... sometimes I change the song and it works but the problem persist again... after the song ends again it gets the same details from a podcast I hear like 4 months ago it's some annoying please check that.

[Eni]

Hi @erickvpy, 

Thanks for getting in touch about this here in the Community. 

Just to confirm, have you already tried the troubleshooting steps mentioned in this thread? 

Additionally, could you check if this happens across different networks? 

Lastly, we'd like to know if this started happening after a specific event such as an update. 

We'll be waiting for your reply.  

[PortalPuppy311]

I think this is a problem with the Alexa skill. I have experienced the same issue on an Echo Show 7, and I think it probably is a bug in the Spotify Alexa skill. Should I file a bug report or is it possible for someone else to do the filing.