After update -> no login possible, nothing is working anymore

[cp321]

Plan

Premium

GERMANY

Device

Google Pixel 5

Operating System

Android 11

Hi,

i don't know if you already recognized the problem. But since your new update has been rolled out im facing very big issues with Spotify application on android phone.

At first -> No music playing was possible anymore. Although 5G through whole the time.

After that i've decided to make a fresh re-install of the application.

Now i'm even not able to login anymore. After click on login button i get the message that i'm currently offline. Although 5G is also available in this case.

Now its for 3 days and the reports in PlayStore are increasing.

[CarlosE]

Hey there @cp321,

Thanks for reaching out to the Community and welcome. We're happy to help.

We understand that you already tried reinstalling the app, but can you make sure to follow these specific steps for a clean reinstall? This is more thorough than a regular one and can be helpful to get rid of any corrupted files that might be causing trouble. It's also worth restarting your device afterwards.

We also suggest to make sure that Spotify doesn't have any battery optimization or data usage restrictions on your phone's settings, and that all permissions are enabled.

If the issue persists, could you let us know if the same happens when using a different connection, like a WiFi network?

Keep us posted. We'll be on the lookout.

[cp321]

Hi Carlos,

I can confirm that I made the reinstall like mentioned in your description.

Application login works only when connected to Wifi network.
I also checked for permissions or data saver mode. There is everything ok.

On my friends Pixel 3 - Android 11 - both modes (cellular and wifi) are
working fine (login and steaming) with current spotify release.


regards,

cp

[Ver]

Hey @cp321,

Thanks for getting back to us 🙂

Just to double check-does the issue persist when you log into your account on another device?

It's also a good idea to check with your service provider of the mobile network to see if all the permissions are enabled on your Google Pixel 5.

Keep us in the loop! If you have questions, you know where to find us.

[cp321]

Puhh okay I found a way to get it working.
But I can't use this way for a long time.
I changed the the apn from internet.t-d1.de to internet.v6.telekom and I
can use again spotify through the cellular data.

The point is, that I have to use the mentioned apn (internet.t-d1.de)
otherwise I'd not be able to connect to my offices vpn.

The problem appeared with the last spotify update.
Are there anywhere release notes for this update ?

Regards from germany
Cp

[Ver]

Hey @cp321,

Thanks for keeping us in the loop 🙂

Just to double-check- does the issue occur while you're using a VPN?

Keep in mind that Spotify does not support connections over VPN. This might affect the functions.

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

[cp321]

Hi there,

Okay checked again. Here are the facts:

- without connected to vpn, the problem persists and I am not able
to login / use the application for streaming

- If connected to the vpn, login and application works.

Did you change in the last spotify something on the network stack ? F.e.
ports?

[Ver]

Hey @cp321,

Thanks for keeping us in the loop 🙂

Spotify uses a dynamic port range and the service is decentralized, so it can depend on the server the app is currently trying to connect to,

In general any non-standard network configurations, such as proxies or VPNs are not supported.

If you have more questions, we are here for you.

[cp321]

hi again,

maybe my description was unclear.
I am using a official APN from T-Mobile germany, which is for business customers.
We do need this APN because, other APNs from T-Mobile don't support the connection to the VPN-Type which we need.

I am NOT using a VPN when trying to use spotify. Everythin is clear and i'm using everything as usual. The problems with spotify appeared with the last spotify update.

[CarlosE]

Hi again @cp321,

Thanks for keeping in touch.

Since the issue seems to be isolated to your device when using mobile data, there must be something interfering with the app's connection to the servers while using that connection. In this case, we suggest to reach out to your mobile service provider for further info about what might be causing this.

Keep us posted. We'll be here in case you need anything else.

Cheers.