Saved songs randomly deleting from iPhone 6

[Zion3]

For the third time now, all my saved songs in "Your Library" have randomly been deleted from my iPhone. I have tried deleting and reinstalling the app, but have once again had the same problem after redownloading all of my songs. I have noticed that when this happens, the "Download" switch at the top of my "Songs" is switched off even though I did not switch it off. When I toggle this back on, my entire library begins redownloading, but if I toggle it off again, all of those songs get deleted. Should these songs remain downloaded even when the "Download" switch is turned off? And why do my songs automatically delete from my phone even when I don't toggle this switch on/off. I currently live in Mozambique with weak wifi, so whenever this happens it takes days for my library to redownload for offline use, very frustrating. 

[MaryS · Accepted solution]

Hello there, and thanks for reaching out here for help!

When you download music for offline use, the device you're syncing those songs from is automatically saved in our system as an offline device. It caches your offline songs in its internal memory so it can quickly playback the songs without having to stream from Spotify's server again.

However, if you've tried to un-download your offline songs by toggling off the Download button, and then later on download them again, it would result to a duplicate offline device. This does not mean that you have two devices saved for offline use. It simply means that the system is detecting one device with the same cached file saved on it twice.

Right now, I'm seeing a duplicate device on your account. You can reset it here. After that, please try a clean reinstallation of the app by following the steps here. This will refresh your account and the app fully. Just to note, you will need to re-sync any offline tracks again.

Hope this helps. Let me know if you need extra help with that 🙂

[Kirkshoe]

Mary... This sounds like a big flaw in the Spotify system, that is repeatedly deleting the downloaded songs on many of your users mobile devices, such as mine,without us knowing why it is happening.  I have found at least 10 seperate posts  (with many followup ME TOO posts) from different users seeking help because their downloaded songs are repeatedly being deleted by Spotify.

When spotify on my kindle fire first deleted all of my downloaded songs (while I was on a road trip without internet access), I downloaded the same playlist on a 2nd kindle fire as a backup. Since then the downloaded songs on both devices have been repeatedly deleted everytime I re-download them. (and your Tech Support has been NO HELP in solving this problem - only saying to uninstall and re-install Spotify)  

Now you're telling us that the Spotify system will delete the downloaded songs when it detects duplicate downloaded songs on 2 devices, or even if a user has downloaded the same playlists twice on the same device.  Why shouldn't a user be able to have the same playlists downloaded on 2 different devices, for different situations... Like when 1 kindle is charging, I have a 2nd kindle I can listen to the same downloaded songs on. 

This ongoing problem has me about to cancel my Premium Account because My downloaded music is repeatedly deleted soon after I re-download all 850 songs. over and over, wasting my time and bandwidth, and making it impossible to listen to downloaded music when no internet service is available.

[MaryS]

Hey, sorry to hear this has happened to you whilst using Spotify.

The information I have provided above doesn't apply to all issues related to songs randomly being deleted. I was merely pointing out the closest explanation I can think of that applies to Zion's case, based on the details he provided.

If you haven't checked out our support site yet, there are a couple of factors that's causing this:

• Your device is in sleep mode.
• There is not enough free space to sync the songs.
• You have reached the limit of 3,333 offline songs per device.
• You have reached the three offline device limit and added a fourth. This removed a previous device that had offline music downloaded.
• Your Premium subscription has expired, which in effect removed your offline.
• Your device has been offline for longer than 30 days. Read more about this here.

Another factor I can think of is a corrupted SD card. So, if you saved your cached file to an SD card instead of your device's internal storage, I would recommend checking out our SD card troubleshooting steps here. You can also test if it's really an SD card issue by using a different SD card or removing it completely.

[Kirkshoe]

Mary... Your reply and solution for Zion has solved my problem for 24 hours now.  I deleted the 3 offline devices from my account, and then I re-downloaded my 850 "saved songs"  to only 1 of my 2 kindle fire tablets.  We'll see if my downloaded songs are not deleted again by spotify in the long term.  If they stay Undeleted for a week, I may download the same "saved songs" to my 2nd Kindle fire to see if the Deleting begins again.

Like I said, it seems like a major flaw that a 2nd offline device will be registered to a person's account and the person's songs deleted if they TURN OFF downloading on a playlist and then later TURN ON downloading on the same playlist.  Your system should be able to identify each offline device by a unique ID.

It is also seems like a major flaw if a person's songs are deleted if they have downloaded the same playlist to 2 different devices.  I did this to have a backup, after Spotify first deleted the downloaded songs from my other Kindle Fire.

[Kirkshoe]

When I logged into Spotify on my Kindle Fire 48 hours later, all 850 downloaded songs were deleted and storage changed from SD Card to Device - again!

I followed all of the same steps on my 2nd kindle fire, deleting offline devices, clearing cache, uninstall, re-install latest version, redownload songs, and 1 hour after download completed, all 850 songs deleted and storage changed from SD Card to Device internal storage.

I am at my wits end!!

[Yousuck222]

I have the same problem and only have one device saved... maybe you guys should figure out your freaking problem, since it seems you've had it for over five years. If I have this issue two more times, I've already decided to go to Apple Music. This is ridiculous. Why do you think people will pay for this when you can't listen to the music offline???

[Benjaminateur]

Hi, I have the exact same problem, my songs keeps redownloading (from 400 to 800 songs).

You said that it could be the "Sleep Mode".

On an iPhone it's called "Night Shift", and I often use it !! Can it be the problem ?

Please keep me informed (sorry for the English I'm French)