App keeps crashing once screen is locked

[user-removed]

Plan

Free

Country

Germany

Device

Huawei P20 lite

Operating System

Android 9.1

My Question or Issue

Hello,

I've searched for solutions in threads with similar problems to no avail.

My app simply closes once I lock my screen. I have tried logging in and out, clearing the cache, force-stopping it, reinstalling it, clean reinstalling it, turning off my phone (...) I checked my phone for possible updates and whether Spotify has the necessary permissions to stay active in the background. Nothing helps. What am I supposed to do now? I appreciate your help!

[CarlosE]

Hey there @user-removed,

Thanks for reaching out to the Community and welcome.

The troubleshooting steps you've done so far are very good. We'd like to further investigate what's going on.

We know you've already tried clean reinstalling the app, but just to confirm, did you make sure to follow all the specific steps in this guide?

If you did and the issue persists, check and make sure that there aren't any battery optimization settings enabled for Spotify on your phone's settings.

We'd also like to know when this started happening and if it was after a specific event, such as an app or OS update.

Lastly, send over the exact Spotify version you're running.

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

[user-removed]

@CarlosE

Thank you for your reply! I did clean install Spotify using the guide you mentioned. I did try it again, deleted absolutely everything related to Spotify, but it didn't help. I also checked my battery settings several times. Spotify should work properly, but it simply doesn't.

My app was working just fine until March 7, when it suddenly started crashing out of nowhere. I did not install any updates whatsoever. My current Spotify ver is 8.6.4.971.

I hope this information helps you. Thanks!

[CarlosE]

Hey again @user-removed,

Thanks for keeping in touch.

If possible, could you try logging in to your account on a different mobile device and let us know if the issue persists there?

We'd also like you to try logging in to a different account, like a friend's or relative's, on your phone to see if this behavior persists. This would help us determine if this is account or device related.

We'll keep an eye out for your reply.

[user-removed]

Hello @CarlosE ,

thank you for your reply. I used my phone to log into my friend's account and the problem persists. The app simply crashes around 5 - 8 seconds after I lock my screen. I suppose there really is something wrong with my device, but I don't know exactly what options I have left now. There was a Spotify update today on Google Play, but it did not solve my issue either.

[CarlosE]

Hi @user-removed,

Thanks for keeping in touch.

This seems to be indeed isolated to your device. If you're using an SD card, could you try removing it, and reinstalling the app without it to see if there's any difference?

Also, make sure to disable any cache-clearing apps or settings on your phone, as they might interfere with the app's performance.

Keep us in the loop.