[Android] Spotify app causes Galaxy Watch sensor malfunction

[lukebass1000]

Plan

Premium

Country

South Africa

Device

Galaxy Watch, Galaxy S10

Operating System

Tizen 5.5.01, Android 11

My Question or Issue

After using the spotify app in offline mode on my Galaxy Watch, the wake up gesture, heart rate monitor, sleep monitor etc. stop working until I either: close recent apps on the watch (works for a while), sometimes rebooting the watch works, sometimes resetting the watch works, sometimes doing a clean install of the Spotify app works, sometimes none of the above works.

It was broken for about two months and then randomly started working again last week but back to it's tricks again today. Watch works perfectly without Spotify app installed.

App use:

I download playlists onto the Watch (which also sometimes just doesn't work), use the app in offline mode connected to Bluetooth headset while I run.

I'm also not able to use both the Spotify app and Samsung Health at the same time so I have to wear a second smart watch to track my workout like an absolute **bleep**.

[Novy]

Hey there @lukebass1000, 

Thanks for reaching out about this in the Community, and welcome 🙂

In this case, we'd first recommend making sure that your watch is running it's latest firmware version. 

Let us know how it goes so we can continue assisting if necessary.

[lukebass1000]

HI there,

As far as I know I am running the latest software build version: RB10XXU1FUD1. Updated on 20 April 2021.

Any other ideas?

[Alex]

Hey @lukebass1000,

Thanks for the reply.

In this case we'd suggest doing a factory reset on the watch and re-install the app.

Hope this helps. 

Keep us posted on how you get on.

[lukebass1000]

Hi there, I have done this as well several times.

[Alex]

Hey @lukebass1000,

Thanks for the reply.

We'd like to report this and to do so we'd need the following info:

• Make, model and OS version of the devices you're using - phone, watch, headphones;
• Exact Spotify versions of the apps
• Does this happen both on WiFi and mobile data.

Also, if possible could you record a video the next time this happens. You can upload it a an MP4 clip and attach it to your reply or add it as a link to an external video sharing service.

Once we have this data we can pass it on to the right team so they can look into it.

We'll be on the lookout for your reply.

[lukebass1000]

Hey Alex, cool here is the info you requested:

Phone:

Samsung S10 SM-G973F/DS. Android 11 Build RP1A.200720.012.G973FXXU9FUBD.

Spotify version: 8.5.51.941

Watch: (wifi only version)

Samsung Galaxy Watch SM-R810. Tizen 5.5.0.1 Build R810XXU1FUD1.

Spotify version: 2.5.40

Headphones:

JBL Tune700BT

I took a video a while ago showing the Wake Up gesture not working and a couple pictures showing the step counter not working. The heart rate monitor would also not complete scans and the watch would not track my sleep etc.

Please let me know if you need any more info.

L

[CarlosE]

Hey @lukebass1000,

We appreciate you taking the time to let us know about this and sending us all that info.

We've gone ahead and reported this to the right folks. Although we can't commit to a timeframe, we'll keep you posted as soon as we have any news or in case we need more info.

We'll be right here in case you have any questions.

Cheers!

[CarlosE]

Hey there @lukebass1000,

Hope you're doing great!

We've passed this info on the right teams. However, we haven't seen any other reports about this. We suggest reaching out to Samsung Support to see if they can give you further info/assistance about this in the meantime.

Keep us posted on how it goes with them.