Issues Searching For Music

[IngBrianGpe]

Plan: Free

Country: Mexico

Device: Motorola Moto G9 Play

Operating System: Android 10

My Question or Issue

So this issue is from my mom's phone, basically when she tries to search for something it says that there is no Internet connection, when on the same phone she can use apps that need Internet without any problems as well as other devices, discarding the chances of a router issue. Also, a relevant aspect that she can only use that search function when the mobile data is on and once the playlist/songs are in the home tab and/or library she can hear the songs with Internet. We've tried reinstalling the app and still have no success in solving this issue. In another note, my sister had a Motorola Moto G6 Plus and had the same problem with Spotify, but once she bought a new phone Spotify suddenly worked flawlessly, so this might indicate that it could be a brand focused problem. 
I would like if anyone could help me find a solution to do this and appreciate the help in advance. I'll try to respond in the next 24 hours after an entry to this question.
Sincerely, Brian.

[Dessi]

Hey @IngBrianGpe,

Thanks for reaching out!

Can you make sure Spotify is allowed access to the mobile data? You can do this in the phone's Settings > Apps > Spotify. It's also worth checking if changing the APN Protocol would do the trick:

1. Search for Access Point Names in the phone's settings (the option is usually found in Network & Internet > Mobile network, but its location may vary depending on your manufacturer).
2. Select your current access point and set the APN Protocol to IPv4/IPv6.

Something else you can do is switch to another access point, if available. It's also worth installing any pending OS updates to make sure the phone is up-to-date, as well as performing a clean reinstall of the app.

Let us know how it goes.

[IngBrianGpe]

Greetings @Dessi, thanks for taking time out of your day to answer my inconvenience.
I'm not sure if the possible solution you provide me will help me solve the problem, since my mom can use Spotify without any issues while on mobile data including the search function, but just in case I checked the aspects you mentioned on your previous message and it looks like all of them are fine (I can make screen shots if you'd like), although the problem comes when with our Internet connection she can't search with the search function on Spotify, only appearing songs/playlist previously downloaded. Also, checked the phone's OS and it's up to date. The last thing left would try the clean installation you mention, although if there is anything I can do to avoid doing this I would highly appreciate it.
Funnily enough, this issue prevails on both Motorola devices we have (my moms and the older phone of my sister) making me think there's a native function blocking per say the search functionality. 
I'll be waiting for your response and if you need any screenshots of certain information related to this inconvenience let me know.
Sincerely, Brian.

[MihailY · Accepted solution]

Hey @IngBrianGpe,

Thanks for your detailed response.

Apologies for the confusion, it looks like we misunderstood the issue and thought that the behavior appears with mobile data instead of your home's WiFi connection. Does this happen only with this network or any WiFi network that the phone connects to? The former would indicate an issue with your router or ISP's settings and the latter would likely mean a setting on your phone preventing the app from accessing data on WiFi.

In any case, it's best to first go with the aforementioned clean reinstall as this might turn out to be an issue with the app's cache. Your mom won't lose any of her saved music, she'd just need to re-download her playlists for offline listening.

We'll be on the lookout for your reply.

[IngBrianGpe]

Hi, MihailY, appreciate your response.
After the clean installation everything seems fine, at least the search function on WiFi works, she'll be using it through the week and see if she has any problems.

Just to answer your question, with other WiFi connection the issue was prevailing, so I still don't know what the problem was, I guess it had to do with Spotify.
Thanks for the help, I'm highly grateful for it.

[MihailY]

Hey @IngBrianGpe,

Glad to hear everything is working again!

To be on the safe side, we'd recommend going through the phone's settings and making sure that Spotify is set as an exception in any battery- or memory-optimizing services as those tend to cause some weird behavior in the app. Feel free to use this guide for reference, but bear in mind that the menu paths might differ depending on the phone's model and OS version.

We'll be here for you in case further help is needed.

Take care,