Songs not downloading

[luigi_force]

I hard reset my device yesterday. Got everything installed, but I am unable to download my songs. Since yesterday it's been a pain to download songs. It used to be quick, but after hours I barely reached 43% and we are talking about a 50mb connection. I have ried to reinstall it, but got the same issue. Any ideas?

[luigi_force]

Now, it´s even worse, songs are taking like 10 minutes to download at high quality. I used to sync both playlists in less than an hour. What´s going on here? I simply cannot download my playlist. I left my cell phone connected for more than 5 hours and the downloading never finished, seriously people? Why am I paying for an offline feature that does not work?

[Joe]

If it's downloading that slowly, something is seriously wrong. Let's see if we can work out what's wrong.

Could you cancel the download by switching off the "Download" button/buttons and close spotify. You will have to redownload everything but frrom what you say, it's not going to make a huge difference. Now install speedtest and run it. Let me know the download speed it shows.

[luigi_force]

Hi I´ve alread tried that and also reinstalled spotify and retried to download. Nothing seems to help, it starts, reaches 8%, now it´s stuck at 12%. My current download speed is 30mb. At this moment, my both playlists at High quality should´ve been fully downloaded. Both should have around 170 songs, it´s not anything massive. It´s not related to my internet connection, because I had this issue at my cousin´s house, and at work, same issue.

[KatesHere]

Hey there @luigi_force, welcome to the community!

That doesn't sound good. Let's try some troubleshooting :) There's a couple of things you can try first:

• Clear your device's cache data. You can follow the step by step guide here. Before the hard reset to your device were you saving them in an external place? If so, try clearing that too.
• Make sure you have enough storage space and that in your account page there aren't more than 3 devices listed for offline content.
• Have you tried a clean re-install? It involves clearing your cached data as well. You can follow the steps in the link.

Let me know how it goes!

K

[luigi_force]

I have tried all this. Now it's not even dowloading at all. I have enough storage, I am running android 7.1, with an class 10 sd card with 32gb plus my 16gb of internal memory. It's the firsf time i have this issue.

[KatesHere]

Hey again @luigi_force!

This is such an odd case, I've escalated it to the staff so they can take a fresh look into it :) We should be hearing from them soon.

K

[luigi_force]

Sounds good, thanks a lot.

[luigi_force]

Just a new update on my end here. I've tried hard reseting my device again, but still I am unable to download my songs, that's really sad, I really hope there's a solution for this, I need my offline tracks specially when driving.

[KatesHere]

Hey again @luigi_force!

After chasing this up, you should try to remove your offline devices, as it may be due to duplicate cache, by following the steps here: https://support.spotify.com/account_payment_help/account_settings/how-do-i-remove-my-offline-devices...

Keep in mind that because of the reset on your phone, it may be showing up as a device but be associated with the older version of the client you had, before the reset, which is why trying this might help. Also, removing all your devices might log you out and you will need to re-download your offline content.

Let me know how it works out :)

K