Black screen

[Kenthlind]

My daughter woke up yesterdaymorning and the Spotify app didn´t work. It was just a black screen. We have tried to do all the recommendations that we can find here but nothing works. When trying to re install we only get the spotify logo on a black screen and then redirect us to the google play. The phone is a galaxy S5 and everuthing else works fine and here spotify account works fine on other phones.

We tried everything, hard reset, SD card clean etc.... What shall we do??

[Kenthlind]

I´ve tried all thoose things several times, clean SD card, without SD card, clean reinstall, hardreset (well the hardreset only once)...... but it doesn´t change anything, the same black screen appears again. 

[camillo75]

@Kenthlind

@Cyudowsky

Very strange.

Can You confirm Your hardware & software specifications?

Phone brand, model, OS version, spotify app version, all that can help debug this problem?

Thank you!

Best regards,

Camillo

[basvde]

I have the same problem on galaxy s5, since yesterday whenever I want to use Spotify it opens for 1 second black screen and then disappears back to home screen.

[basvde]

Soitufy 3.8.800 Android 5.0

[Cyudowsky]

Samsung s5. Android 5.0, Spotify 3.8.0.800

[camillo75]

It seems a problem with the S5 device...

I have escalated this.

Maybe I will ask some more information, thank you!

[Cyudowsky]

Do you have an estimated time of resolution? I'm paying for something that I can't use for 4 days now, and can't contact Spotify, not by email or phone or anything.. There is no use of keep paying off I won't be able to use it for another month or something like that

[Cyudowsky]

Any news? This is the only place where I have received some kind of answer.. But I want a solution. Thanks in advance!

[fmagpantay]

Hi Guys!

I'm facing the same problem. After enter with FB account, the app closes. And when I try to open again, it keeps a few seconds with the black screen, then appears this screen below and closes again.

Device Brand: Samsung

Device Model: Galaxy S5 (SM-G900M)

Device OS version: Android 5.0

Spotify app version: 3.8.0.800

[Cyudowsky]

I've already contacted Spotify through the help (directly) and through twitter (@spotifycare) and they've still couldn't find the resolution to the problem. Maybe if we all contact them with the problem they'll consider it as a bug

[fmagpantay]

I'll try to contact them in these other ways too.

[GIANLEZAMA]

Hi, S5 here and having the same problem for 2 days. I am having a look at Deezer, just in case...

[Cyudowsky]

I think that definitely is a bug with s5 phones or something like that.. What will happen with all the days that we're paying without service and answers?

[basvde]

If it isn't fixed this week I'll need to look for a different music service. Been using Spotify since the start but since this update I'm unable to use it at all while still paying for it 😕

[Cyudowsky]

I'm thinking about that solution for today. 😞

[Cyudowsky]

Did somebody have any news or update our solution? I did not get any news or contact since last night. Not even to my question about how to unsubscribe my account as premium. I don't want to pay for something that I can't use and don't have any help

[camillo75]

Hi @Cyudowsky @Kenthlind @basvde @GIANLEZAMA @fmagpantay

Spotify is actively working to solve the problem.

Can You please take a moment to write down these information so we can help the developers solve this problem:

- Version of Spotify:

- Current version of Android:

- Brand/Model of device:

- Date it started happening:

- Country:

Thank you!

Bets regards,

Camillo

[basvde]

Spotify 3.8.800
Android 5.0
Samsung Galaxy S5
October 6
Netherlands

[Cyudowsky]

Again? Spotify 3.8.0.800
Samsung s5
Android 5.0
October 2
Argentina

[fmagpantay]

Version of Spotify: 3.8.0.800
Current version of Android: Android 5.0
Brand/Model of device: Samsung Galaxy S5 (SM-G900M)
Date it started happening: October 6
Country: Brazil