Unable to receive recommended songs across all devices

[Jrock4XL]

Plan  - individual Premium

Country - US

Device

Samsung S10+, Samsung S21 Ultra, Windows 10 system

Operating System

Phone OS - Android 11 - S21 Ultra

Phone OS - Android 10 and 11 - S10+

Windows OS - Windows 10

I've been having an issue over the last  two months where I no longer receive any recommended songs on my playlists.  When searching, I found some tips from this forum.  The error is different between my phone and my computer, with my Phone displaying An Error Occurred where the recommended songs should be where as on my computer, it doesn't display anything.  This problem occurs, on the computer, on the App as well as both Firefox and Chrome through the Web Player.  I have tried the following troubleshooting steps:

On Computer:

Uninstalled the app, then reinstalled - Failed

Signed out then back in on the app - Failed

Cleared Cache and Cookies in both Firefox and Chrome - Failed

Signed out then back in in both Firefox and Chrome - Failed

Liked more songs on the playlist to trigger more recommendations - Failed

On the Samsung s21 Ultra and S10+:

Uninstalled and reinstalled - Failed

Signed out of app then back in - Failed

Cleared app cache - Failed

The issue initially started on the S10+, which I am no longer in possession of, and has persisted through both a major Android OS version update as well as a brand new phone.

I have attached screenshots of the App and the Web Player in both Chrome and Firefox. 

The issue was briefly resolved when creating a new playlist, but rapidly returns after adding a few songs.  Once the issue returns, I have found no way to get my recommended songs back. 

I am at my wits end with the problem.  Any help would be greatly appreciated.

[Elena]

Hey there @Jrock4XL!

Thanks for reaching out to us and welcome to the Community!

We appreciate you listing all the steps that you have tried, let's see what else we can suggest.

For your computer important that you re-download the app from the Microsoft store when you try a reinstall. Could you confirm you've given that a try?

But since the issue persists all your devices, it's possible that something might be going wrong with your account.

Could you ask a friend or a family member to log in on your computer/phone and test this out to see if they get the same issue?

We'll be on the lookout for your reply.

[Jrock4XL]

Hi Elena!

I uninstalled the program and installed using the Windows Store and ended up with the same issue. 

As for the friend/family member, that's not an option but I have an account that I used previously (Free Account) and it's not having the same issues. 

While I was typing this out, I switched back to the paid account (JRock4XL) and the issue seemed to disappear, but when I went to add some of the recommended songs, the list became shorter with each song and eventually disappeared again, not giving me the option to refresh to get new recommended songs.

[Eni]

Hey @Jrock4XL,

Thanks for getting back in touch and for letting us know that.

In this case, it seems that the issue is related to your Premium account.

Since your free account is working as expected, you can transfer your content from your current account to the other one by following these steps. 

Since you have a Premium subscription, we recommend cancelling it with the steps in this article and subscribing again in the other account.

Let us know how it goes!

[Jrock4XL]

Update time!

So I followed the steps in the prior message and transferred the songs over to a new playlist on my jscanlon82 account (free).  I then scrolled down and the recommended songs section was there, so I added a few songs to test and everything was working.

I then cancelled the premium on this account (JRock4XL) and signed up for it on the jscanlon82 account.  The problem then returned.

On my S21 Ultra, it is now displaying An Error Occurred where the recommended songs should be and on the Win 10 App it is not displaying anything.  

I'm not sure what else to do, as the only thing linking the problems together seems to be the Premium status itself.

[Alex]

Hey there @Jrock4XL,

Thanks for keeping us up to date.

Sorry to hear that this issue occurred on the new account once you've signed up for premium again.

Could you let us know if you've tried connecting to another network with one of your devices? Since this is occurring on multiple accounts and devices, the issue might be the network itself.

We'll be on the lookout for your reply.

[Jrock4XL]

Hi Alex!

On the phone, it has happened while connected to multiple WiFi (Enterprise and Consumer) networks as well as having WiFi being turned off and going directly through AT&T on both 4G and 5G data.  I thought it may be because of the data plan that I had (6Gb/mo), but I recently updated to an unlimited plan and the issue is still there.

On the desktop, it's a bit harder, but I spun up a new SSID that is still attached to the same wired network ( I know this is technically the same network, but what do I have to lose right?) and the problem persisted.  I've also connected it directly to the router, circumventing wireless all together, and the issue remained.

[Alex]

Hi there @Jrock4XL,

Thanks for the info.

We need to exhaust all possible troubleshooting before we can report this issue, since we weren't able to reproduce on our end and can't find other user reports about this.

Can you let us know the following the Device model, OS version and Spotify version of the devices you're currently using.

Apart from that, can you try to Enable/Disable Autoplay from the app Settings and see id anything changes.

Cheers.