Phone (Motorola Moto G60S, Android 12) partially reboots after 1 or 2 songs

[lakeceleryblackberry]

I open the app, start a song, all goes well till the song ends or maybe even when the following one starts and goes on for a couple of minutes... then the phone shuts off and reboots. But not completely. It stays loading without allowing me to unlock it. So I have to force reboot, and then it works fine.
It has been happening for almost 2 months now, with one week randomly working fine (without me doing anything on my part).

Happened as well a few months prior but the issue disappeared after a few days without me doing anything (app update?).

Phone: Motorola Moto G60S
Android 12
Spotify version: 9.0.10.415

Tried all the usual stuff: rebooting, uninstalling app, clear cache...

[OscarDC]

Hey there,

Thank you for reaching out to the Community and welcome.

That's an odd behavior. To start investigating this, we understand you’ve already tried some troubleshooting steps including reinstalling, but to be sure that we're on the same page - did you use the steps for a clean reinstall mentioned in this article? If not, give them a try to see if it makes any difference.

Also, if you have an SD card inserted on your device, would you mind removing it and trying without the SD card to see if the issue persists?

Lastly, It would be great if you could have someone log in with their account on your device - such as a friend or a family member, to see if the issue persists. This will help us understand if it could be device-related or not.

We'll be on the lookout for your response. 

[lakeceleryblackberry]

Good morning,
thanks for the quick reply and for the welcome.

I had done a clean reinstall except for point 7 from the article, which I have now also done in a full clean reinstall.
I have no SD btw.

After having done this, Spotify worked fine in terms of playing music (so it didn't reboot or stop after 1-2 songs this time) but when I closed the app, it resurfaced another problem that has been going on (I couldn't write about it my previous message cause of the character limit here on the forum).
When I close the app, the phone works badly.
With this I mean that for example sometimes the Spotify player in the Android notification top bar won't close (I can't even slide it right or left). The phone won't connect to the wifi (I get out for lunch, get back to work and the wifi won't connect, even tho it was already on and connected before getting out. It stays connected to data. I try to check Internet settings and it either keeps loading without opening, or it doesn't show the networks, I can't toggle on/off, can't press stuff etc), other apps load but never open or some open but work badly till they crash.
This gets solved by forcing a reboot (with the side buttons, not through the screen). Then the phone resumes working fine. In general everything works well (all the other apps and the phone itself), aside from after having used Spotify.

As for your second suggestion, I tried using another account.
One thing I noticed as I was testing around, is that when I use Spotify at home on the phone with the phone speakers - it seems to be working fine. On both accounts.
Same when I used it with (wired) earphones at home, with the home network. Both accounts.

To give you further context. I usually use Spotify with wired headphones when I'm going outside (commute, running...). After the various tests, that's the situation that seems to be creating problems. It works fine on the home/work network but as soon as I get out it starts behaving oddly.

I tried going outside while playing music with the second account tho, and it seemed to be working fine: played the music and the phone worked fine when I got back home

[lakeceleryblackberry]

Quick update on the issue.

Issue's still there. The workaround I found (which is not a solution) is:

1. Turn the wifi off. Phone connects to mobile data (4G, 5G...)
2. Open Spotify app, start listening to music
3. Get out of the house/work/wherever I was connected to the wifi
4. Have my commute, run, walk, do whatever I have to do outside using Spotify via mobile data
5. Get back home (or where I use a wifi connection)
6. Close Spotify app
7. Only then reactivate the wifi and connect to that network

So avoiding altogether the wifi to data transition while Spotify is on. That seemed to be causing the problem.

This is the only way I found where my smartphone doesn't do all the stuff I mentioned in earlier posts

[MihailY]

Hey @lakeceleryblackberry,

Sorry for missing your previous comment and thanks for the detailed info.

Since you've already isolated this to the WiFi to mobile data transition, would it be possible to check if it happens when transitioning from a different WiFi network? 

Another thing you can try is resetting your phone's network settings but I'll absolutely understand if you're not willing to do this since you'll need to re-connect to all of your saved WiFi networks and paired Bluetooth devices. 

The issue is quite strange and I couldn't find any similar reports on the Community. Have you already tried reaching out to Motorola for further suggestions? They might be able to provide some insights which will be useful in case we can't solve this with standard troubleshooting.

Keep us posted.

[lakeceleryblackberry]

Hey there,

I have tried both transitioning from my home wifi network and work wifi.

I haven't tried resetting the phone's whole network settings in the way mentioned in your link, I've tried removing my home network from the saved ones and add it back again. And resetting through the icon in the network settings at the top of the page

which I'm not sure if it does the same thing of your link or not.

As for contacting Motorola - I'll pass for the moment. I haven't been able to listen to music in a relaxed way on my commutes since the end of November so if my current workaround keeps working, I'll stick to it for a while.

If I grow tired of it, it gets annoying or it stops working and I get back into investigative mode, I'll surely keep you updated over here.

Cheers