shuffle is completely broken

[laurenplumb]

 Plan

Premium

Country

Uk

My Question or Issue

Since the start of the year i’ve had major issues with the shuffle settings when playing my playlist, attached are photos. I’ll put a playlist on normal shuffle and smart shuffle recommendations are still added even though i’m not on smart shuffle. However, as of recently even when I have shuffle off completely the recommendations are still playing. This is completely ruining the experience as I don’t know half the songs being recommended. 

 

[Maria]

Hey @laurenplumb,

Thanks for reaching out on the Community!

Could you check if clearing stored cache makes any difference? You can try logging out from the app and back in again once it's done. Completing these actions should resync your account info.

Also, does the same thing happen on any other devices that you use Spotify on? 

Should the issue persist, feel free to let us know what device and OS version you're using, along with the Spotify version.

Keep us posted!

[marceelf]

 I'm having the exact same problem and I've been chatting with support for an hour with zero help.

[Eni]

Hey @marceelf, 

Thanks for reaching out about this here in the Community. 

Could you let us know which troubleshooting steps you've already tried? That way we can avoid repeating any steps. If you haven't tried performing a clean reinstall of the app yet, we suggest that you do so by following these specific steps. 

Additionally, could you let us know the exact make/model, operating system and Spotify version of your affected devices?

We'll be on the lookout.

[SethAlexander]

Hey Eni, 

I was wondering if you could take a look into as to why my shuffle is broken, I have deleted the app, cleared data, cache, restarting my device, restarting the app and the shuffle is still broken on my mobile app.

Thanks.

[Novy]

Hey there @SethAlexander,

Thanks for reaching out and letting us know the troubleshooting you've already tried! 

Just to confirm, are you experiencing the same issue as the OP where recommendations are being added while Smart Shuffle is off?

Also, we understand you've tried deleting the app, but have you made sure to follow these steps for a clean reinstall to see if that makes any difference?

Lastly, send us the make, model, OS version and the Spotify version currently running on the affected device. 

We'll be on the lookout for your reply.

[SethAlexander]

Hey Novy, thanks for taking the time to help me out. I have tried the clean install steps provided and it hasn't resolved my issue. 

[Joan]

Hi @SethAlexander,

Thanks for the reply.

Can you let us know as @Maria asked if this happens on other devices too or only on your Huawei? Also, it's possible a new app version has come out in the meantime, so please double check you're on the latest version and update if necessary.

Let us know how it goes.

[SethAlexander]

Hey Joan, thanks for taking your time to help me out, this appears to be only happening to my Huawei Mate 10 as my Huawei Tablet could still use the shuffle feature, same goes for my computers and Android TV. I have updated to a new Spotify version, but it still hasn't resolved my issue. ( Sorry for the late reply, I am having issues sending the message out..)

[Dessi]

Hey @SethAlexander,

Thanks for the reply and the info!

Since the issue doesn't occur on your tablet, can you try playing something on it and then switching the playback to your phone via Spotify Connect to check if that makes a difference? Also, are you not able to use Shuffle at all on your mobile device or do you have the same issue as the OP where you get Smart Shuffle recommendations when using the normal Shuffle or even when it's off completely?

It'd be really useful if you could make a screen recording of the mobile app's behavior and attach it to your next response, so that we can have a closer look. If the file is too large to attach, you can upload it to Google Drive (make sure to allow general access to the file) or as an unlisted YouTube video.

We'll be on the lookout for your response.

[SethAlexander]

Hey,

Thanks for taking the time out to help me out.

I have used shuffle mode and then used Spotify's playback feature to use shuffle on my phone, however it is inconvenient/not possible to use shuffle when I'm outside without a device to use playback to get to shuffle mode.

[Dessi]

Hey @SethAlexander,

Thanks for the screen recording and testing this out!

We're unable to provide an ETA for a fix at this time, but rest assured that this will remain on our internal teams' radar. In the meantime, make sure you're always running the latest version of Spotify so you don't miss out on any updates.

The Community is always here if something else comes up.