Same device listed many times

[savedario]

We have a Family account where the main user keeps having the same problem.

The App (on a Wiko - Android 7.1.2) gives the message "Too many devices are connected. Your downloaded content will be deleted".

The two other accounts do not show this issue. Each user has only one device and we rarely use the web interface.

We tried already to re-install the App and delete all previous devices, without success.

Is this a bug ? How can the main user keep its offline content ?

[Julian]

Hey @savedario, welcome to the Spotify Community!

Keep in mind that on a Premium for Family plan each user needs to have their own Spotify account. We don't recomend using the same account for all family members as you can only listen to music with one device at the time.

Now, each Spotify account is able to have 3 different offline devices. If you're having problems with the downloaded music on your devices, we suggest that you check this article. In there you'll find some tips and steps that can help you with this.

Let us know how it goes.

[savedario]

Hi there,

thanks for answering.

We do have 3 accounts linked as Family, each account using only one device.

It's only one of the accounts, the original owner/administrator of the family, that has the problem of accumulating new connected devices even though the phone is always the same and we never swap.

We already followed help found online, including the article you mention, that suggests to remove the devices, reinstall and re-download the tracks, but after about a week, new devices re-appear and then the content is lost.

[Alfredo]

Hey @savedario.

There are many reasons why this could be happening.

Just to confirm, what device is the plan owner using? Also, if they use the account on a different device for a while, does the same error pops up?

Keep us posted.

[savedario]

The phone in question is a Wiko View (We also use an old Galaxy S III mini and a Sony Experia that have no issues).

The main problem seems to come from it not being recognized as the same device after a while. We just did a few experiments and, after clearing the list of devices and thus loosing the offline content, we have again 3 devices in the list.

It's only a matter of time before we get the message about using too many.

It seems (to me) that it is more likely for new devices to appear if the phone is used outside the house (But we have no Internet plan...).

[Alfredo]

Alright!

In this case, if the phone has an SD card installed, try removing it > Reinstalling Spotify, and inserting the SD card back.

You can also try formatting the SD card, or restoring the phone's factory settings before trying again.

Let us know how it goes.

[savedario]

I think we narrowed down the problem with a pre-installed app (Phone assistant) that is offering to clean cache/temporary files that take up space in memory.

The program was used to clear Spotify's cache and after some tests we noticed that both the disappearance of the offline content AND the failure to recognize the device as the one already linked to the account happen after the cleaning.

We stopped the cleaning and after one week we had no recurrance of the problem.

Unless there's anything new, we can consider the matter closed.

Regards

[Alfredo]

That's great news!

We're glad to hear everything is up and running after removing this cache clearing option.

Give us a shout if anythig else comes up. We're here to help.

Have a great weekend.