I can't play music or look for a playlist or an artist

[SergioAH]

Plan

Free

Country

Mexico

Device

ZTE Blade V8 SE

Operating System

Android 7.0

My Question or Issue

The application does not work on my cell phone; the artists and favorite songs section is not possible to see, the artist page does not load (error message appears) and I can not play the songs (only loads the cover and lyrics but does not produce any sound or advance the time bar of the music).

I have uninstalled and reinstalled the application, I have logged in and logged out several times, I do not have the offline mode activated, I am connected to the internet and I think it is a problem of the app, because it does not play the music with any account and I do not know why this happens.

I hope you can help me, thank you very much!

[Jeremy]

Hey there @SergioAH,

Thank you for your post here in the Community. We're happy to help.

Can you confirm you followed these steps when you reinstalled the app? This is different from a quick reinstall and could be helpful to get rid of any cached files that might be causing trouble. 

It would also be great if you can log in with another account - such as a friend's or a family member's to see if the issue persists,

We'll keep an eye out for your reply.

Take care!

[SergioAH]

Hey Jeremy!

I followed the steps when I reinstalled the app, also I logged in with another account, but I continue having the same problem.

[Novy]

Hey @SergioAH, 

Thanks for getting back to us. 

If possible, could you try logging in to your account using a different device to see if you can replicate this?

Also, could you let us know if you're using an SD card? 

Keep us posted.

[SergioAH]

Hey Novy,

I logged in using my laptop (Windows 10, in the App, and the Spotify's web version) and I can listen to the music normally. 

And in my cellphone, I am using an SD card.

[Novy · Accepted solution]

Hi @SergioAH, 

Thanks for this info.

In this case, we recommend that you uninstall the app > turn off your phone > take out your SD card > turn on the phone again (without the SD card) > install the app.

We'd also suggest making sure that your phone has no pending system updates. 

Let us know how it goes.