[iOS] app crashes after a few songs play, crashes again after starting from where it left off

[LRM31]

Plan

Free (had premium before)

Country

U.S.

Device

iPhone X

Operating System

iOS 14.5.1

My Question or Issue

This has been happening for a few weeks now, maybe a month or longer. A few songs will play and the app crashes suddenly, I try to re-open the app and play the song it left off on but it will crash a few seconds into the song. I have tried resetting, uninstall and reinstall, clear cache, and logging out. None have helped fix this issue, even after many updates from both iOS and Spotify. I noticed this issue began happening after my Premium expired. Help, Please?

[LRM31]

Hi @1239280556,

Thank you for getting back to us. 

To start, let us know if you've already tried performing a clean reinstall of the app. This is often an overlooked step, but it’s more thorough than a regular one and can be helpful to get rid of any cache that might be causing trouble. 

Also, can you log in with another account, such as a friend's or a family member's to see if the issue persists?

Lastly, we'd like to know if this happens only on the app, or if it also happens on the Web Player.

Keep us posted!

[Alex]

Hey @LRM31,

Thanks for reaching out about this in the Community!

Usually, the subscription type of your account should have no effect on the app's performance. 

Could you run a clean reinstall of the app, following the device specific steps here. This will guarantee that all old app data is cleared.

After that try toggling Background app refresh on/ off and see if that makes a difference when you use Spotify.

Keep us posted.

[LRM31]

Hey Alex! Thank you for offering your help.

I tried both options you gave me and neither worked. My app continues to crash.

[Jeremy]

Hi there @LRM31,

Thank you for your reply and confirmation.

Can you check if you have any pending updates regarding your OS?

Another useful step to try is to use a different internet connection to see if the issue persist.

We'll be on the lookout for your reply.

Take care!

[LRM31]

Hello Jeremy,

Thank you for your help. I have updated to the latest software and this problem still persists, even when I am on my data it tends to crash as well. I have no other internet connections to connect to, and considered using my data counted as one of them. 

[Ver]

Hey @LRM31,

Thanks for the info 🙂

It's a good idea to try with another account to check if the issue persists.

In case nothing changes, could you share with us a video recording of the issue? We'll look into this further.

Keep us posted.

[1239280556]

I'm having the same issue. Iphone 11, 14.6, Free (had premium before). I've never had this issue when I was paying for premium. As soon as I canceled premium and started using the free version, this problem started happening all the time. Might have to look at other music apps.

[Eni]

Hi @1239280556, 

Thanks for getting in touch about this. 

Could you let us know which troubleshooting steps you've already tried? That way we can avoid any repeating steps.

Also, could you let us know the exact make/model, operating system and Spotify version of your device?

We'll be on the lookout.

[Nizzi]

Hi guys,

i hav the same problem.

Iphone 11 last iOs, last spotify version (i downloaded it yesterday).

this is whats happen: i open spotify and start to play my playlis, next i open annother app (like whatsapp) whit spotify on the background keep playing next some songs the music stop, so i come bac to spotifys' screen for check whats happen and the app restart (like it was crashed)

anyone have fixed it?

thanks for help

[Nizzi]

update:
it seems that happen when i keep open a pdf on whatsapp with spotify in background.

[Novy]

Hey there @Nizzi, 

Thanks for reaching out here in the Community, and welcome 🙂

Just to confirm, does this happen every time you open a PDF file on WhatsApp? 

Also, could you let us know if you've noticed the same behavior when you're using Spotify in the background but without any other app open? 

Keep us posted.

[Nizzi]

Hi guys, other app doesn’t matter: yesterday i try with all apps closed and it make the same issue, i found out that spotify make in trouble only when i play my playlist.. with “default” playlist it run perfectly buy if i try to play my playlist next few songs music stop and the app seems to crash. I try with iPhones speaker and card’ speaker.
Thanks

[Nizzi]

I try with girlfriends’ phone (iPhone 11 last iOS and last spotify) and she has the same issue with personalized playlist

[Novy]

Hey @Nizzi, 

Thanks for getting back to us. 

Would you mind sending over a video or a screen recording where we can take a better look at how the app behaves with other playlists and how it behaves with yours? You can send a link to it or attach it using the Insert Video option in the post editor, just make sure to exclude any personal info.

Also, is it only one specific playlist causing the issue or does it happen with all the playlists you've created?

We'll be on the lookout for your reply.

[Nizzi]

hi guys,, here the videos of the issue, the shortest video is playing my playlist, the second one is with a random playlist i keep it on about 40 mins and it never stopped or crashed.
https://we.tl/t-y2DinbypeU
link is by wetransfer so it will be online for a week.
Thanks

[Novy]

Hi @Nizzi, 

Thanks for your reply. 

We're currently unable to see the videos. Could you try uploading them to Google Drive and sharing them with us?

Apologies for the inconvenience. 

We'll be right here.

[Nizzi]

hi,
https://drive.google.com/drive/folders/1E_JgliqnHQC-HbgiYnD19lWUtPs9Sp7T?usp=sharing
try with this it's first time i do this things sorry

[Novy]

Hi again @Nizzi, 

Thanks for this info! 

Could you send over the link or URI to your playlist so we can take a look from our end?

Also, can you confirm if this is the only playlist created by you that has this issue?

Keep us posted.

[Nizzi]

Hi novy, here the link of my playlist https://open.spotify.com/playlist/2DZeWA7Xx7o5pO5fhuAW67?si=plmoG_LdTc6YxHNxoplsBw&dl_branch=1
This is the only playlist i have.
I didnt try to male annother one.
Thanks for help.

[Novy]

Hey @Nizzi, 

Thank you for taking the time to try all our suggestions and send all the info.

This is odd. We've taken a look at the playlist, but everything seems to be fine.

Does the same thing happen if you create a different playlist and add the same songs to it? 

We'll keep an eye out for your reply.