topic Re: Spotify crashing - clean reinstalling doesn't help in Android

Spotify crashing - clean reinstalling doesn't help

adilionheart — Mon, 11 Jul 2016 20:41:44 GMT

Hi there,

I have a galaxy s4 and a spotify premium subscription,

A few days ago my spotify version was updated, and since then everytime I try to navigate to any playlist or any selection from the main screen - the app crashes. The only way it works is if I just press play on the song that was playing before and don't try to navigate to any other pages from the main page.

I tried deleting and re-installing it maybe 10 times and it doesn't help. Also tried changing the battery save power defenitions and deleting data from my SD card, again - doesn't help.

Please help me! I don't know what to do without my music.

Thank you,

Adi

Re: Spotify crashing - clean reinstalling doesn't help

osornios — Mon, 11 Jul 2016 21:59:41 GMT

@adilionheart

Did you used a file manager to delete these folders after uninstall and before reinstalling?

/emulated/0/Android/data/com.spotify.music
/ext_sd/Android/data/com.spotify.music
/sdcard1/Android/data/com.spotify.music
/data/media/0/Android/data/com.spotify.music

Re: Spotify crashing - clean reinstalling doesn't help

adilionheart — Mon, 11 Jul 2016 22:12:59 GMT

I looked for those files now after I uninstalled the app (again), and couldn't find them anywhere on my phone.

Does that mean they were deleted automatically or am I just missing a folder somewhere?

Re: Spotify crashing - clean reinstalling doesn't help

osornios — Mon, 11 Jul 2016 22:20:42 GMT

@adilionheart

What File Manager are you using?

Re: Spotify crashing - clean reinstalling doesn't help

adilionheart — Mon, 11 Jul 2016 22:30:45 GMT

I used the one I have on the phone, but just downloaded a different File Manager (by ZenUI, ASUS computer inc.) and I can't find them through that either.

Re: Spotify crashing - clean reinstalling doesn't help

osornios — Mon, 11 Jul 2016 22:41:25 GMT

@adilionheart

This one's good. It's the one I use:

https://play.google.com/store/apps/details?id=com.speedsoftware.explorer

Re: Spotify crashing - clean reinstalling doesn't help

adilionheart — Mon, 11 Jul 2016 23:07:01 GMT

Okay - I downloaded it, searched thoroughly and still couldn't find the files.

What am I missing?

Re: Spotify crashing - clean reinstalling doesn't help

osornios — Mon, 11 Jul 2016 23:24:02 GMT

@adilionheart

Look for it here:

Re: Spotify crashing - clean reinstalling doesn't help

adilionheart — Tue, 12 Jul 2016 10:27:59 GMT

Thank you for your help but - this folder just isn't there...

Am I supposed to look for this before I erase spotify? cause I've already uninstalled the app and maybe that's why the files were erased automatically.

Re: Spotify crashing - clean reinstalling doesn't help

osornios — Tue, 12 Jul 2016 18:58:02 GMT

@adilionheart

No, you should delete it if it stayed after an uninstall. If it's not there, it's good since it means it was deleted.

You still having problems? You should contact customer support through this link:

https://support.spotify.com/contact-spotify-support/

They'll help you out. They take, at the most, 24 hrs to get back to you.

Don't forget to check your spam folder for responses as they may end up there.

If you get an automated email directing you to the community or help pages, you need to reply directly to support@spotify.com and one of the customer services agents will get back to you.

Alternatively, if you prefer support via Twitter, you can tweet @SpotifyCares.

Re: Spotify crashing - clean reinstalling doesn't help

user-removed — Wed, 13 Jul 2016 22:03:29 GMT

Hi there,

Try to change the language of your mobile phone to English.

Regards