Help - iOS (iPhone, iPad, iPod Touch, iPod classic)

[danet]

Completely agreee, why are we paying for a subscription if the programmers aren't updating the software to fix bugs like this.

[billyosullivan]

Evening all....

I received this very dissapointing reply from Spotify today....following my original note to them, it's pretty self explanatory :

Hi there. I have a 2nd gen touch, running the most up to date software. Despite doing all the usual things, like reinstalling the app I still have problem after problem. In short, the app crashes, randomly, usually at the end of a song but sometimes in the middle - in any case, we tend not to get more than 5 minutes or so before we get a crash. I'm running it on a HTC device and this laptop without issue. I can confirm that there is nothing faulty with the Ipod and every other app I have works perfectly.

Open source research on the internet and indeed your own support forums, suggest that this has been a problem for some time.

I've been with Spotify pretty much from the start I've been paying my £10 for a while. It's a shame that I am considering pulling my subscription simply because there is a glitch in the software.

If you were able to assure me that you knew there was a problem and that you were working on a fix, I would feel happier and perhaps be more prepared to sit in and wait but right now I/we're getting no communication at all.

I would be grateful not to be fobbed off with a bog standard response and I am happy to wait a reasonable time for a more robust reply.

In the past have been one of your greatest fans and a fervent advocate, I assume that my passion for Spotify will have transferred into new custom for you. It's a shame that I now find myself in a position where I am no longer able to support you because you have not supported me or your app.

Thanks for reading this, I write to you more out of hope than anything else.

Save us Spotify, you're our only hope....

They have just replied.....

Hey Billy,

Thanks for getting in touch,

I'm afraid that we no longer support the Gen 2 touch as you now need iOS 4-5

You maybe able to find an older version of the app on the web which may solve the issue, however as we no longer support older versions of Spotify we can not guarantee this will work.

Sorry to be the bearer of bad news.

All the best

Duncan

Spotify Customer Service - Cambridge

If I'm not in, anyone else on our dedicated Spotify team can read my notes and help you.

[charlie_w]

So I've started experiencing similar problems as others stated in this thread. It is very irksome and the app seemingly crashes out within a few seconds upon starting it.

I decided to dig a little deeper, see if I could find the root of the problem.

Spec: 

iPhone 4, running iOS 5.1, Spotify client 0.4.23.11.g86a7d473

It would appear the app runs fine when in offline mode. I can play any of the songs I've managed to sync, beautiful. You may have to quickly switch to settings, activate offline mode, have the app crash on you and start up again but after starting up again, it seems to work ok! Turn offline mode off and the console lights up flagging any of my playlists that need updating. It starts syncing songs, problem solved it seems. Closing the app (completely, including killing it by double tapping the home button) and starting again resulted in no crashes. Awesome!

I closed the app again, made a change on the desktop client (added a song to a playlist), opened up the mobile app and BOOM. Crashed. So it seems whenever you're making changes on the desktop client and it's attempting to sync those changes to the mobile client its causing a crash.

Looking at the crash logs generated by the iPhone, I can see the app is causing a SIGSEV fault, which usually is attributed to an invalid memory reference / segmentation fault. This is happening whenever the app is attempting to update my playlists. 

Sample from the Console:

Mar 14 01:55:37 unknown Spotify[162] <Warning>: <SPPlaylist@0x4efe58 "Match day music"> setUpdate 0
Mar 14 01:55:37 unknown Spotify[162] <Warning>: <SPPlaylist@0x4efe58 "Match day music"> setUpdate 1
Mar 14 01:55:38 unknown ReportCrash[163] <Notice>: Formulating crash report for process Spotify[162]
Mar 14 01:55:38 unknown com.apple.launchd[1] <Warning>: (UIKitApplication:com.spotify.client[0xb661]) Job appears to have crashed: Segmentation fault: 11
Mar 14 01:55:38 unknown SpringBoard[52] <Warning>: Application 'Spotify' exited abnormally with signal 11: Segmentation fault: 11

Blackbox diagnosing iOS apps is a pain in the bottom, but hopefully this will be a start for someone to investigate the problem? I don't know if my playlists have moved servers, and I obviously don't know how the app works but I can reproduce the problem every single time using the steps above.

(sorry if this makes little sense, its 2:15am!)

[johansst]

Yesterday I tried deleting all my playlists and the app actually didn't crash on startup and played songs without problem. We'll see when I start making playlists again...

[samchampionuk]

Hi Spotify, another month has passed since your last comment on this, any updates? Do you not understand how extremely frustrating it is to be paying £10 a month for a service that doesn't work properly?! Any update is better than silence.

[lizbeth]

Well the trick that nissephex came up with worked until I tried to add a single track to a single playlist and now the same trick won't work.  It has been a week since I emailed Spotify with my concerns(in which I think I was very polite and rational) and I haven't had any response whatsoever. This is a huge mess.  I'm canceling and switching to Rdio.

[paperplanes]

Unfortunately Rdio isn't available in the uk yet although I've read it's to launch shortly so will be first in line to change :-)

I can only assume that spotify make most of their revenue through advertising and don't care so much about paid for subscriptions as their customer support is non existent. It's a shame as spotify used to be great.

[uziyerdaddy]

Mine still crashes out after a short period of it working fine.

Total dross.

[lizbeth]

To add to my annoyance, on the cancellation page I was prompted to email premium@spotify.com because premium members are supposed to be special or some such nonsense.  This is what i got back "Hi there,

Thanks for getting in touch, unfortunatly this isn't an current active support channel

If you're having a problem with Spotify then first of all you should check out our Help pages. The FAQs contain many solutions to some of the more common problems and guides on how to use Spotify's features.

Also check out the Spotify Community for support from other users. This is also the best place to read up on any company updates that might affect your service or to post your own ideas and feedback.

After that, if you still need help from us then just pop over to our Contact Form. Just select the relevant options for your problem and include as much information as you can in your message. One of our agents will get back to you as soon as they can.

Kind regards,

Spotify Support Team"

Rubbish.  As if I hadn't already tried that.  I am sorry that Rdio isn't available in the UK yet. At least I have an alternative, albeit a more expensive one.

[nissephex]

I like how this thread is marked as "Solved". My guess is that people are still having problems with this judging from newly formed threads in this forum....