opening albums leads app to crash

[Paradoxa42]

Plan

Premium

Country

Germany

Device

Samsung A50

Operating System

Android 10

My Question or Issue

Hi there,

I can't find a topic to my issue so i open it on my own.

I mostly listen to audiobooks. Actually my app gots stuck when i try to open an audiobook. After clicking the album the tracklist will stay black. If i go back to look for the settings or orher tracklists they will be also only black. I habe to restart the app to listen to music from the automated generates list. Listening to the audiobooks is actually not possible. This problem applies to streamed and downloaded audiobooks.

I tried to reconnect in the app, restart the app and reinstall the app. Reinstalling the solved the problem for round about two weeks.

Is this issue known?

What can i do to fix this problem permanentlie?

Thank you.

BR

Paradoxa42

[rhrahulhaldar]

Hi Mate @Paradoxa42,

Your Query Will Definitely Be Answered By A Spotify's Expert (Rockstar / Moderator).. However, For The Time Being Please Vote Here https://community.spotify.com/t5/Ongoing-Issues/Android-App-keeps-crashing-whenever-I-try-listening-... Cause A Similar Idea Is Under Investigation.. Take Care And Stay Safe Mate..

Regards,
Rahul Haldar - Spotify's Diehard & Loyal Fan

[Ivan]

Hey there @Paradoxa42 and @rhrahulhaldar, 

Thanks for searching for the answer you need here! 
 

It's good that you performed a regular reinstall first as this helped you find the issue gets temporarily resolved. To solve it permanently, you might need to run a clean reinstall since this step is more thorough compared to the regular one. It'll let you start afresh with the Spotify app on your mobile phone and avoid issues with displaying audiobooks content. 

Check out this help page for the steps you need to clean reinstall Spotify on the affected device. Once you’ve performed the clean reinstall you'll need to re-download your offline music and audiobooks. 

In case this step doesn't do the trick for you, we suggest you try disabling any power saving or data cleaning settings on your Samsung device. Alternatively, you can try authorizing Spotify to run without restrictions despite the mentioned settings being enabled. Make sure you try this since such features can often prevent the app from operating at full capacity.

Hope this helps. Let us know how it goes.  

[Paradoxa42]

Hello Ivan,

Thanks for the fast answer. I clean installed the app and asured that i follow your other tipps. But nether the less, after seeing the audiobooks after i newly downloaded them. Now whennibwant to listen to them they black again.

BR Paradoxa42

[Ivan]

Hey @Paradoxa42, 

Thanks for keeping us in the loop!

In case the clean reinstall and checking your apps and settings didn't help the next thing you can try is logging in to your Spotify account on another device just to check if you'll observe the same. If this doesn't occur on a different device, we suggest making sure that your mobile is up to speed with any software updates available.

If the issue persists it'd be useful to send us a video recording showing how this looks on your end. Simply attach the video to your next response to us. This way we can take a closer look at the issue.

Tip: Make sure the recording doesn’t include any sensitive info such as payment or personal data. 

We'll look out for your reply.  

[Paradoxa42]

Hi Ivan,

Keeping up the loop. I tried to open the audio books in the web player on my PC, I could open any of the audio books. After I removed the audio book from the list of my favorite albums, I was able to open the album without any problems via the quicklink on the start page on my mobile phone. The same applies to the other audiobooks i tested, which were marked with a "like". If I liked them again, the error occurs immediately. So as a conclusion, after many attempts I can say that I am actually not able to download an audio book due to this error.

BR Paradoxa42

[Ivan]

Hey @Paradoxa42, 

Thanks for getting back to us. 

No worries, we won't give up that quickly.

As a next step, do you mind checking if you're using an SD card in your Samsung phone? In case there's an SD card present in your device, simply remove it and then try the clean reinstall once again. Do not put the SD card back after that and start the app. Then just let us know about the result and we can troubleshoot further. 

Keep us posted.