Blank screen

[Rikkieo]

Plan

Premium

Country

The Netherlands

Device

Samsung Galaxy S5

Operating System

Android 5.0

My Question or Issue

Spotify on my phone stopped working yesterday and I have not been able to fix it. The app only shows a blank screen with the three icons at the bottom which I can either not select or crash the app entirely. I have already tried deleting cache, uninstalling the app and restarting my phone to no avail. 

[Katerina]

Hey there @Rikkieo,

Thanks for posting and welcome to the Community!

In this case, we'd recommend first making sure of the following:

• Trying a different network connection (for example if you're on WiFi, try another WiFi connection or a 3G/4G one)
• Your device has more than 500MB available space
• Spotify is set as an exception for any cache clearing apps

It'd be also helpful if you could let us know if the issue persists on a different device.

We'd also suggest performing a clean reinstall of the app on your Samsung device by following the steps below:

1. Head here and click Remove all devices.
2. Go to your phone’s Settings.
3. Select Applications, then Manage applications.
4. Find Spotify in your list of apps, tap it.
5. Tap Clear Data.
6. Go to Storage > Android > Data and delete a folder called com.spotify.music.
7. Switch your device off and wait a couple minutes.
8. Switch your device back on.
9. Open the Google Play Store then search for and install the Spotify Music app.

Let us know how you get on! We'll be right here if you need more help 🙂

[Helpmeplease9]

Hello im having the same problem worked all yesterday then late last night stoped working and i have tryed all of this and nothing anf mine is a galaxy s5 as well but it will play what ever i was last listing to over and over but only threw my bluetooth  

[Katerina]

Hey there @Helpmeplease9,

Thanks for posting here in the Community!

Just to confirm, could you let us know if you've tried the steps listed above?

If so, and you're still having troubles, it'd be helpful if you could let us know the following details:

• Your device's operating system version
• The version of the Spotify app

We'll be keeping an eye out for your reply, thanks!

[Helpmeplease9]

Plane 

Free 

Country 

Australia 

Devise 

Samsung galaxy s5 

Ios 5.0

Version 

8.5.3.716

And yes have tried all of what you have suggested and still not working

[franco60]

Same problem happening on Samsung S4. Started happening last 24 hours.

Is it something to do with the latest update (8.5.3.716)?

Have tried re-installing etc but still have the problem.

Details:

Plan: Premium for Family 

Country: Australia 

Device: Samsung galaxy s4 

Android version: 5.0.1

Spotify Version: 8.5.3.716

Note: Have also tested this version on Samsung S8 and works fine.

[Rasterfer]

I am having the same issue with the same device - a Samsung Galaxy S5. It only started after that update a few days ago.

[Katerina · Accepted solution]

Hey there @Rasterfer, @franco60, and @Helpmeplease9,

Thanks for getting back in touch and trying all the steps provided above!

Our tech teams are currently looking into this.  To stay up to speed with any news we have, we'd recommend heading over to this Ongoing Issue and adding your info and +VOTE there.

Hope this helps clarify things! We'll be right here if you need more help 🙂

[Rikkieo]

I've tried out different network connections and made sure to have more than 500MB available space but it's sadly still not working. I don't think I have any cache clearing apps, I'm not too sure what those would be.

Strangely, I seem unable to find the com.spotify.music folder anywhere on the device storage and the SD card even though Spotify is installed.  Never mind this. The folder just disappears after clearing data in settings.

[Katerina]

Hey again @Rikkieo,

Thanks for getting back to us with these details!

Just to confirm, have you tried a clean reinstall of the app with the steps posted previously?

If you've done so and the issue still persists, make sure to head over to this Ongoing Issue and add the requested info and +VOTE in that thread. As mentioned, our tech teams are investigating this, so keep an eye there for any updates we have to pass on.

Hope this helps clarify things. If there's anything else we can help with, just give us a shout.

Have a lovely day 🙂

[Rikkieo]

I'm not completely sure how I would be able to follow the steps provided. After I clear Spotify's data the com.spotify.music folder completely disappears. I can uninstall the app manually but I assume that's not the same thing and it doesn't fix the problem either.

Thank you for trying to help. I hope we can use the app again soon.

[Rasterfer]

Hey, 

I've fixed the issue for my Samsung Galaxy S5. Turns out there was an update for the Andriod OS that my phone didn't notify me about/update. After doing the update i'm able to use spotify like normal again.

[Helpmeplease9]

Fixed now new update on galazy s5 fixes it 

[franco60]

The blank screen problem on my Samsung S4 has been fixed after the latest Spotify update (8.5.4.770).

Thanks

[Katerina]

Hey there @Rasterfer, @Helpmeplease9 and @franco60,

Thanks for keeping us in the loop.

Glad to hear that after updating the OS of your devices or the Spotify app, everything's working again as it should 🙂

Don't hesitate to give us a shout if there's anything else we can help with. 

Have a lovely day!

[risshaaad]

Hi, 

I got the Spotify Premium for Students a few days back and have been having the same issue since. The Home screen on the Spotify app is blank. I've attached a screenshot.

Country: India

Model name: Poco F1

Android Version 9

Spotify Version 8.5.16.781

I have tried all the steps mentioned in the thread but they haven't worked. 

[Katerina]

Hey there @risshaaad,

Thanks for posting about this here in the Community!

Just to confirm, could you let us know if you've tried the steps below already?

• Perform a clean reinstall of the app on your Android device. You can find the steps in this Spotify Answer. 
• Try a different network connection. If it works with another connection, we recommend contacting the service provider of the original network for more information.
• Try a different device to see if the issue persists. If not, make sure your original device is up to speed with the latest OS updates.
• Make sure that Spotify is set as an exception for any cache-clearing app or battery optimization apps.

If the issue persists after trying the above, we'd recommend adding the requested details in this thread.

We'll be keeping an eye out for your reply!

[Nbaruler999]

my home screen doesn't work but I'm on iPhone XR and I've done the clean uninstall but it still doesn't work even when I reset my phone what should I do?

[bbaale]

Turning wifi off helped me. Weird but happy it resolve the issue. Once the app started working again, I turned wifi back on to download offline songs.