topic Re: Broken song with white noise in Content Questions

Broken song with white noise

blinedale — Fri, 01 Dec 2017 11:03:31 GMT

Hey guys,

I was just listening to the latest album by GoldFish and found that one of the songs has a few seconds of static in it. 2:25-2:31 is just super loud white noise to me.

See: spotify:track:1QURiwXzjKLPnarsTWWoVE

I'm on the Linux client using Ubuntu 16.04 LTS.

Otherwise, keep up the good work!

Re: Broken song with white noise - Status changed to: Need more info

Hubo — Fri, 01 Dec 2017 15:40:16 GMT

Hey @blinedale! Thanks for your report!

That's not cool! I'm not able to hear this on my end. Let's get to the bottom of this. Could you try to reinstall Spotify? That should help here.

Thanks, have an awesome day!

Re: Broken song with white noise - Status changed to: Need more info

blinedale — Fri, 01 Dec 2017 15:53:12 GMT

I've reinstalled the client and cleared the local cache. Problem still
remains.

I also tried it on my phone, where I have never ever listened to this song
before since I just discovered it (so we know it's not a cache problem).
Getting the issue there too.

Would be lovely if you could look into this.

Re: Broken song with white noise

Alfredo — Sat, 02 Dec 2017 01:35:38 GMT

Hey @blinedale, thanks for all the details!

Do you happen to have this song saved as local files on your devices? Also, is it happening regardless of the internet connection? It'd be great if you can use a different WiFi network to test it out.

Keep us posted.

Re: Broken song with white noise

charliepansing — Sat, 02 Dec 2017 02:24:03 GMT

try to restart your device 🙂

Re: Broken song with white noise

Alfredo — Sun, 03 Dec 2017 00:33:45 GMT

Thanks for the suggestion @charliepansing! 🙂

@blinedale Were you able to try these out?

Let us know if there's any updates.

We'll be right here waiting.

Re: Broken song with white noise

blinedale — Sun, 03 Dec 2017 21:03:30 GMT

Hey @Alfredo.

No, I do not have this song saved locally anywhere.

Yes, it happens regardless of internet connection.

By now, I've tried this song on 4 different devices; Linux at work, Linux
at home, Windows 10 at home, Android phone. I've tried different wireless
networks as well as 4G where possible. I've restarted devices and cleared
the Spotify cache between attempts.

The issue happens every single time I listen to this song, always in the
exact time slot mentioned in my first post.

I think it's safe to say that this issue is on the server-side. I'd suggest
you guys look at the source file and upload a new one. I'm in Germany, in
case this matters.

Keep me posted!

Re: Broken song with white noise

Alfredo — Mon, 04 Dec 2017 00:32:21 GMT

Thanks for the update!

Are you able to use a different Spotify account, like a family or friend's account, to see if the same thing happens?

Keep us posted.

Re: Broken song with white noise

blinedale — Wed, 06 Dec 2017 09:25:30 GMT

I tried it on my wife's phone on her Spotify account. She also never
listened to this song before.

I experienced the same issue there. Could you look into the source file for
Germany yet?

Re: Broken song with white noise

SergioDavid — Wed, 06 Dec 2017 13:38:18 GMT

Thanks for getting back to us.

I just gave it a listen and there wasn't any white noise in the time slot you mentioned. Could you send over a video of this happening? We'd also like to know the exact steps you're taking to recreate this.

We'll take a closer look once you send this over.

Re: Broken song with white noise

blinedale — Fri, 08 Dec 2017 14:34:19 GMT

Here's a video: https://youtu.be/UJHdMj-yNls

Let me know how it goes.

Re: Broken song with white noise

Hubo — Fri, 08 Dec 2017 20:54:36 GMT

Hey @blinedale! Thanks for letting me know!

That definitely doesn't sound good! I would love to get to the bottom of this. Could you ask a friend or family member to listen to this song on their account on their device on their network? Let me know if that didn't help!

Have an awesome day!

Re: Broken song with white noise

blinedale — Wed, 13 Dec 2017 10:49:58 GMT

Hi again.

Had friends in Sweden try the song. It works fine for them regardless of
high or normal streaming quality.

So in conclusion: every machine and device and user account and network/4G
and streaming quality that I've tried in Germany has the issue. My friends
in Sweden do not have it.

Now PLEASE send this to next level support. The issue is obviously in the
German source file.

I'm not doing more tests for you. Please fix it.

Re: Broken song with white noise

SergioDavid — Wed, 13 Dec 2017 12:52:58 GMT

Hey again @blinedale.

I tried this out while logged into an account with it's country setting set to Germany. The issue occured just as you described.

We went ahead and passed it on to the right team.

Hope it gets fixed soon!

Re: Broken song with white noise

zoesalvucci — Thu, 01 Aug 2019 09:32:43 GMT

Hi, I'm having this same problem. I'm in Ireland having the problem, and a friend in Malaysia listened to the song and found the same issue.

https://open.spotify.com/track/2NpCHOirD0ZMnbhuLZvzve?si=6d2lC1lWSlGyCzxY4E8koQ

It's white noise until 1:53, then silent until 2:14. The file on TuneCore is normal. How can I fix this?