online or downloaded songs not playing

[rguid1]

iPhone 12 Mini
iOS Version 17.3.1

Spotify 8.9.16.556
Premium account

Australia

Direct on iPhone or use via Car Play, Online or Airplane mode using downloaded songs, all combinations yield same results. 

Will not play any selected songs, from search or downloaded. 
Progress bar does not start, no song timer just -:-- 
Song name, albumn cover and lyrics all load fine. Play button toggles to pause although nothing else happens.

Close and reopen app, no change. 

Phone restart solves the issue for as long as using the app. Next morning seems to not be working again

Have deleted and reinstalled app. Short term solution. next morning not working again. phone restart, OK.

[Maria]

Hey there @rguid1,

Thanks for reaching out on the Community!

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

Another option is to do a clean reinstall, as this will clear cache as well.

If that doesn't do the trick, can you let us know if the same thing happens on any other devices that you use Spotify on? Also, did you notice if this started to happen at any specific point? For example, after an update to the app or device OS.

Let us know how it goes.

[pennnylane]

Hi there,

I’ve been having the same problem as @rguid, where my downloads on my iphone will not load offline but appears to be downloaded. It’s only happening with some downloads, and some playlists or albums are loaded offline while others aren’t and it comes up with the ‘no internet connection, connect to wifi to play’. 

I have noticed that if i play a playlist or album online then the next few times k play it offline it will work, and then it will randomly work some days and some not. Same with new downloads. Howerver this is not always the case, as i have found that sometimes i listen to an album almost every day both online and off and then one day it won’t be downloaded.

I have tried restarting my phone, deleting the app, clearing cache and deleting all my downloads and it seemed to work for about a week or two until it went back to not loading 

I’m using the most recent update of the app, and my premium payments are all in order. I don’t have any downloads on my laptop so i can’t be sure if it is a mobile only problem but no one else sharing a family plan with me is having the same issue.

This has been happening since about september/october 2023 so any help would be great as it is getting increasingly frustrating 

[AlejaR]

Hey @pennnylane,

Thanks for posting in the Community and welcome.

Great initial troubleshooting! Kudos for it. In this case, we'd like to gather some additional info. Would you mind sending us the make/model and OS of the affected device, along with the exact Spotify version you're running there?

On another note, would you mind sharing with us how much memory space is available on your mobile device? Do you use any cache-clearing or task-killing apps? Take into account that these apps can affect the performance of the app. We'd suggest whitelisting Spotify to see if you notice any changes.

Lastly, would you mind downloading some content to your laptop to see if you can replicate this behavior? Give it a try for a couple of days and let us know how it goes.

Keep us in the loop!