Podcast Video Freezing

[nVizzle]

Plan

Premium

Country

USA

Device

iPhone X

Operating System

iOS 15.6.1

When playing a video podcast, the video freezes after a few seconds and never starts playing again. This has been happening for weeks now. Any help?

[ImUrDad]

Is this part of your engagement handbook? Or are you or anyone at Spotify ACTUALLY trying to troubleshoot beyond the obvious?

[Cdunnskiyah]

Hi having all the same issues as the people above and have tried all solutions to rectify. What is the reason these videos when downloaded don’t work? Everyone is having the same problem so it obviously isn’t what you guys have suggested so far

[RyanMoore420]

i’ve been having the same issue it happens with any podcast that has the video option and sometimes, refreshing the app or closing it and opening it will work, but rarely… any other time the audio and subtitles continue but the video does not

[spacer123]

When will we be receiving refunds for our Spotify Premium accounts? I got premium so I could specifically download and watch podcast videos on the go(per your terms of service). Please get this fixed as there have been plenty of suggestions above on the multitude of issues with no improvement whatsoever. This is ongoing for several months…..

[OscarDC]

Hey folks,

Thank you for your patience.

We're still investigating this issue with the relevant teams to fix it as soon as possible. According to recent reports, the main reasons why this could be happening are related to storage and data-saver.

Taking this into account, could you confirm how much storage space you have available on your device?

Also, let us know if the options Download audio only and Stream audio only in your app settings are toggled off (it would be great if you could include a screenshot).

Lastly, if you're trying to download the content using cellular data, make sure the option Download using cellular data is on and let us know. This will give us more info to continue investigating this. We appreciate your patience and cooperation.

We'll be on the lookout.

[Hey546746]

What a cop out response. As per previous replies, storage isn’t an issue. I’ve got over 20gb of space left of my iPhone, the same amount as before this issue happened. Yes, they are switched off, and have remained switched off for the entirety of my Spotify premium usage. Nothing has changed settings wise, as multiple people have already mentioned. This thread is going around in circles.

[Cdunnskiyah]

200gb of space on phone and all the correct settings are toggled. This is not an issue of settings or storage. It is an issue with the Spotify app itself and quite mind blowing that these are the responses that are being received. As previously mentioned this thread is going around in circles with no real attempt to fix the problems with the Spotify app

[tonijn]

Any updates? This bug is quite serious and totally ruins a user’s viewing experience. 

[MrFranks]

If I’m to believe that the description of the options do what they’re supposed to do, I believe I’ve set it up correctly. 60 gigs available on my phone. Screenshots attached

[AlejaR]

Hey folks,

Thanks for your replies and for all the info shared.

We don’t mean to sound repetitive, but we'll need the exact info we’ve asked for previously in this thread, so our tech team will continue isolating what’s exactly causing this behavior. As mentioned above, rest assured this is being investigated.

That being said, @MrFranks, thanks for all the screenshots, it’ll really help us. For now, we’ll need you send us the following:

• The exact Spotify version you're currently running (since your last report was some weeks ago)
• When and what time you tried to download and play the video podcast (please include the date as well as the time zone)

@Hey546746, we appreciate all the info you’ve already forwarded to us. To continue here, we’ll need you to send us the following:

• The exact Spotify version you're running.
• The make/ model and OS of the affected device.
• When did you notice this started to happen?
• When and what time you tried to download and play the video podcast (please include the date as well as the time zone)
• Screenshots with the storage available in your device.

@Cdunnskiyah, @tonijn, we’ll need you to be more specific. Since you notice this is happening to you as well, please send us all the info we asked for here in this thread. We understand we’ve asked for several details, so let us gather them all in the following list:

• The exact Spotify version you're running.
• The make/ model and OS of the affected device.
• Is this happening with all video podcasts?
• What happens if you download the podcast for offline listening - does it play fine?
• When did you first notice this issue?
• Have you activated the data saver in your app settings?
• Did you activate the option to download only audio for podcasts with video?
• If you skip ahead by 3 seconds, the video launches or it continues to freeze?
• When and what time you tried to download and play the video podcast (please include the date as well as the time zone)
• Screenshots with the storage available in your device.

We really appreciate your cooperation on this matter.

Note: If perhaps you're new to this thread and you noticed this behavior, be aware, we’ll need every single detail in the list above, so our tech team can investigate further.

Keep us in the loop, we’ll always be here!

[XsAndresen]

I have downloaded the Rogan podcasts. Some times it works just fine. When I stream (not downloaded) it seems to work fine.

• iOS version 16.1.1 (20B101)
• iPhone 13 Pro (model MLVE3QN/A)
• Spotify version 8.7.84.360
• All proposed solutions tried
• Data saver is off
• All quality video/audio set to Very high
• Download Using Cellular is on (problem occurs on different Wi-Fi’s and cellular)
• I have 120+ GB free
• last tried deleting and downloading, deleting cash, reinstalling app and so on 1 hour ago.

 

[XsAndresen]

Forgot to mention

• I’m writing from Norway UTC+1
• Happens on other podcasts
• Skipping 15 seconds does nothing
• I started a podcast as streaming worked fine), then downloaded, then made this post, then switched back to Spotify and video froze after about 5 seconds.

[AlejaR]

Hey @XsAndresen,

Thanks for your reply and all the detailed info shared, it helped us a lot.

We've gone ahead and passed this important info on to our tech team. Meanwhile, we suggest you subscribe to this thread in the three-dot menu; that way you'll stay up to date on any news in the matter.

If anything else comes up, the Community will always be here for you.

[AlejaR]

Hey folks,

Thanks for reaching out the Community.

Note: If you're new to this thread and you noticed this behavior recently, be aware, we’ll need every single detail in the following list, so our tech team can investigate further. If perhaps you already posted, but you didn't send all this info, no worries, please reply again with the remaining details, along with the Spotify version you have currently running.

We understand we’ve asked for several details, so let us gather them all in the following list:

• The exact Spotify version you're running.
• The make/ model and OS of the affected device.
• Is this happening with all video podcasts?
• What happens if you download the podcast for offline listening - does it play fine?
• When did you first notice this issue?
• Have you activated the data saver in your app settings?
• Did you activate the option to download only audio for podcasts with video?
• If you skip ahead by 3 seconds, the video launches or it continues to freeze?
• When and what time you tried to download and play the video podcast (please include the date as well as the time zone).
• Screenshots with the storage available in your device.

We really appreciate your cooperation on this matter.

Keep us in the loop, we’ll always be here!

[spacer123]

Just to be clear here, so in order for us to receive the product that we PAY for, we are now suppose to provide you with over 10 bullet points of information to fix it? Not only are we now working for you to fix YOUR problems, we are having to pay for it. Please provide a timeline of when we will receive refunds for the product that we haven’t had in over 3 months. This is the most ridiculous thread I’ve ever seen. People have provided MORE THAN ENOUGH information for you to be able to fix a small glitch and all we keep receiving are the same canned responses from moderators saying they are “working on it”

[MrFranks]

Just to notify that, for me, without changing any of the settings or anything, the problem seems to have been solved

currwntly running 8.7.87.512

on iOS 16.1.2 (20B110)

[XsAndresen]

Same here… for now…

[tropdr]

video not playing

[LawlessFlogic]

It is nonsense that this is still a problem two years later.  And do not give me a form response about a clean install, that clearly does not solve the problem.  I am paying for premium.  Fix this.