topic Re: App Crashes On Launch in Android

App Crashes On Launch

asho500 — Mon, 28 Sep 2020 02:44:26 GMT

App crashes at launch after 3 seconds

I have deleted the app and reinstalled numerous times ( over 10 times ! )

I have tried all updates recommended on the community pages including signing out all devices....

NOTHING WORKS and only happened after updating android operating system

Still can access through desktop and portal device

Plan

Premium

Country

Singapore

Device

Samsung Galaxy 9,

Operating System

Android

My Question or Issue

Re: App Crashes On Launch

Jeremy — Thu, 22 Oct 2020 09:57:00 GMT

Hey @asho500,

Thank you for your post. We're sorry to hear this. We're happy to assist you.

Just to confirm, did you perform a reinstall or a clean reinstall? A clean reinstall will make sure that there's no old cache files causing this, so we suggest that you do that if you haven't

We also suggest that you try the following:

Start Device care from phone settings
Tap Battery
Tap the 3-dot menu > Settings
Disable all toggles(except Notifications)
Tap "Sleeping apps"
Wake up all the apps using the trashcan icon

Keep us posted. We'll have an eye out for your reply 🙂

Cheers!

Re: App Crashes On Launch

asho500 — Fri, 23 Oct 2020 06:43:12 GMT

Hi Jeremy

Thanks for reaching out. I have tried all these suggestions multiple times and have even been to the Samsung care centre in Singapore. The only suggestion left is to wipe the phone clean and start again, of which im not prepared to do.

This has only occurred since i updated to Android 10. Is there an app update any time soon to be released by Spotify ? It is very frustrating that i pay for a premium account for 2 people and i cant use the service on my phone. Since i cant use the platform on the move i now have to utilize YouTube music

Please fix !

Regards

Ian

Re: App Crashes On Launch

Jeremy — Fri, 23 Oct 2020 07:36:51 GMT

Hey there @asho500,

Thank you for your reply and for your confirmation about the troubleshooting actions you've been taken.

It would be great if you can try, and let us know the following:

If you are using an SD card, could you safely remove it and see if that makes a difference?
Try a different internet connection (for example if you're using Wi-Fi, try using mobile data)
Try switching phone to airplane mode and launch the app
Check if there are any pending software updates
Any antivirus apps/software or battery or cache clearing apps?
Do you have available space?

It would also be great if you'd let us know your operative system and Spotify version.

Keep us posted. We'll have an eye out for your reply 🙂

Cheers!

Re: App Crashes On Launch

asho500 — Thu, 29 Oct 2020 04:49:04 GMT

Jeremy

If you are using an SD card, could you safely remove it and see if that makes a difference? NOT USING ONE
Try a different internet connection (for example if you're using Wi-Fi, try using mobile data)TRIED THIS , NO CHANGE APP STILL CRASHES
Try switching phone to airplane mode and launch the app TRIED THIS , NO CHANGE APP STILL CRASHES
Check if there are any pending software updates TRIED THIS , NO CHANGE APP STILL CRASHES
Any antivirus apps/software or battery or cache clearing apps? TRIED THIS , NO CHANGE APP STILL CRASHES
Do you have available space? YES

It would also be great if you'd let us know your operative system and Spotify version Version :- 8.5.82.894

Still not working

Regards

Ian

Re: App Crashes On Launch

Mihail — Thu, 29 Oct 2020 08:38:19 GMT

Hey @asho500,

Thanks for getting back to us with the additional info.

Could you let us know of the app crashes before or after being prompted to sign in to your account? If you have the option to sign in with another account, such as that of a friend or family member, and test if you can replicate the issue, that would be very helpful. We'd also appreciate it if you share the exact Android version on you device, since you mentioned that this behavior started after an update.

We'd also like to check if it's not some third party app that's causing this behavior. To that end could you follow the steps here and remove any you don't recognize?

Keep us posted. We're always one reply away.

Re: App Crashes On Launch

asho500 — Tue, 03 Nov 2020 04:42:21 GMT

App crashes within 3 seconds of pressing the app so there is no way of signing in with any other user id

Current version = Android 10. What info do you need ..baseband , kernel , build # , knox ?

Removed SONOS only

Regards

Ian

Re: App Crashes On Launch

Jeremy — Tue, 03 Nov 2020 08:36:35 GMT

Hey again @asho500,

Thank you for your reply 🙂

Can you try with a soft reset to see if the issue persists?

We'll keep an eye out for your answer.

Cheers!

Re: App Crashes On Launch

asho500 — Mon, 09 Nov 2020 04:04:16 GMT

This still doesn't work , nor did a full reinstall of the app

Re: App Crashes On Launch

Alex — Mon, 09 Nov 2020 14:46:42 GMT

Hi there @asho500,

Thanks for the reply.

Do you know if your Spotify app came preinstalled on your phone? Also, can you let us know which app store you're downloading the app from?

Thanks.

Re: App Crashes On Launch

asho500 — Wed, 25 Nov 2020 07:57:15 GMT

No, the app wasn't preinstalled and i installed it from the google play store

Any chance this can be resolved soon ? i still cant listen on my phone

Re: App Crashes On Launch

Mihail — Wed, 25 Nov 2020 15:18:30 GMT

Hey @asho500,

Thanks for keeping us in the loop.

We understand how this issue might cause some frustration and appreciate your patience so far. We've gathered the info from this case so far and escalated it internally. We'll keep you posted here as soon as there're any updates on the matter.

We'll be here if you have any other questions.