Local Files Greyed Out After Extensive Troubleshooting

[BlackPhoebe]

Plan

Premium

Country

USA

Device

Samsung Galaxy 9/Windows Laptop

Operating System

Android/Windows 10

My Question or Issue

Local files is historically temperamental. I have around 20 files (all legal, no strange characters in track names) that will/will not download and play on my phone depending on the day. As of now, all files are greyed out with an “!”. Assuming it has something to do with the recent update.

- Firmware on both devices is up to date. Spotify on both devices is up to date.

- Performed a clean reinstall on both devices before posting this (and have performed several in the past, to no avail). Also ensured all Spotify files were erased in AppData/Roaming. Cleared caches in both the Spotify app and in my phone’s system settings. Followed all instructions to a T, again, several times.

- I have restarted/completely rebooted both devices. Also unmounted/completely removed SD card from my phone. Changed storage locations from SD to Internal. The files have downloaded successfully in both destinations, but will grey out at their whim and fancy.

- Spotify has clearance through my firewall and antivirus. Router is set to Universal Plug and Play or whatever.

- Both devices are on the same network and find each other with no issue. I have used my phone as a mobile hotspot. Nada.

- Spotify has all permissions enabled and is permitted to download using cellular data.

- I have changed the Local File source folder so many times I have lost count and now tend to name the folders after expletives. Also deleted the .bnk file numerous times.

This is absolutely ridiculous. I just want to listen to my music.

[Alex]

Hey @BlackPhoebe,

Thanks for reaching out about this and sharing the detailed troubleshooting you've went through.

For test purposes - could you try uploading some files with a different file format? 

Supported file types include:

• .mp3
• .m4p (unless it contains video)
• .mp4 (if QuickTime is installed on your computer)

The iTunes lossless format (M4A) is not supported.

Let us know if that made a difference.

Cheers.