Scan to join - 'New: Spotify Codes' Pop-up will not close upon clicking scan

[SIr_Conster]

Plan

Premium (Family)

Country

Unitedd Kingdom

Device

Sony Xperia M2

Operating System

Android 5.1.1 (Lollipop)

My Question or Issue

Upon pressing scan to join underneath the devices available, i'm met with the pop-up (image attached) 'New: Spotify Codes'. However upon clicking 'SCAN' the pop-up stays put and nothing actually happens. Thats it, but it means I can't use the scan to join at all.

[Noah]

Hey @SIr_Conster,

Thanks for reaching out. Welcome to the community!

First up, could you try restarting your device? I know it sounds simple, but it's often overlooked. If that didn't do the trick, please try performing a quick clean reinstallation of the app by following these steps.

Let me know how it goes — I'll be here in case you need any further help 🙂

[SIr_Conster]

Hi. Thanks for the reply. I've followed all of the instructions provided and unfortunately the problem still persists.

[Noah]

Hey @SIr_Conster,

Thanks for getting back to me, let's try a few more troubleshooting steps to get to the bottom of this issue.

First up, are you using an SD card with your device? If so, please try removing the SD card to see if that helps resolve the issue.

If that didn't do the trick, could you check how much free space you have on your device? Issues can often occur if you have less than 1GB of free space on your device. If you have less than 1GB available, could you try freeing up some space, and see if that resolves the issue?

If you're still having trouble, could you let me know the exact version of your Spotify app, the exact version of the operating system you're running, and check if the issue occurs when using another device?

Let me know how it goes — looking forward to your response 🙂

[SIr_Conster]

Hiya. Sorry for the late reply. I've tried both of the suggestions above and the issue still persists. It is seemingly a problem exclusively for my device, as different phones do not have this problem, because my family can use this feature just fine. The android version is 5.1.1 (Lollipop), and the spotify version is 8.5.21.754 (I believe this is up to date)

[Noah]

Hey @SIr_Conster,

Could you ask one of your family members to log into their account but this time on your device to see if the issue persists? This is necessary to determine if this issue is related to your device.

Let me know how it goes 🙂

[SIr_Conster]

Hello. I've logged into another persons account on my own device, and the issue still persists.

[Noah]

Hey @SIr_Conster,

Thanks for trying that!

Could you check if the Spotify app has permission to use your device's camera, or if there is anything restricting the Spotify app from using it?

Keep me posted 🙂

[SIr_Conster]

Hello. Spotify doesn't list access to camera as one of its permissions, and I don't think there is anything restricting its access. I haven't recieved any promps/pop-ups about needing to access to camera when i select 'scan to join' either.

[Noah]

Hey @SIr_Conster,

Could you check again under Settings > Apps > Spotify to see if it lists the camera permissions there? If you could send over a screenshot of what you see there as well, that would be great 🙂

If that doesn't do the trick, could you try installing a few different QR code reader apps, to see if that resolves the issue in the Spotify app? Seeing that you're on an older version of Android, perhaps it needs a QR code reader of some sort so work with the scanning feature.

If you're still having trouble, could you see if removing your device's SD card resolves the problem?

Finally, if the problem still persists, could you let me know how much free space you have on your device?

Keep me posted 🙂

[SIr_Conster]

Hello again. Unfortunetly the QR code app did not do the trick, there is no SD card in the device, and the available space is 522MB. Below are the screenshots of Spotify's persmissions as requested.

[Noah]

Hey @SIr_Conster,

Thanks for trying that and sending over the screenshot!

I've spoken with Spotify staff, and they've made a ticket and are going to look into this issue — I'll keep you updated 🙂

In the meantime, they would like you to try downloading this QR code reader for Android Lollipop and see if that helps resolve the problem.

Let me know how it goes!