Video showing up but no view music video button

[alexeitarasov]

I've tried contacting support but they say itll roll out to me but I literally have it from what I can see I just don't have the actual videos?

Plan

Premium

Country

Belgium

Device

Samsung A24

Operating System

UI6

My Question or Issue

[Maria]

Hey there @alexeitarasov,

Thanks for reaching out on the Community!

Kudos for including a screenshot - we had a look at it, and just to confirm, as we see you're currently seem to be connected to another device, do you notice the same behavior when listening directly from your phone's speakers?

When we check with the name of the device visible on the screenshot, it seems to be a pair of headphones, however, the app recognizes the connected Bluetooth device as a car. And it's worth noting that if you're using Spotify connected to a car, the option to view music videos might not appear.

Also, if possible, could you ask a friend or a family member who also use Premium to sign in to their own Spotify account on your device? This is just to check if music videos appears for them there, as the feature is still being rolled out, which could explain why the option to switch it on doesn't appear for you just yet.

Cheers!

[alexeitarasov]

I see the same thing on both of my phones, no button to view the music video and it stays the same when i’m listening with the phones speakers and i’m the only one with premium so i can’t ask anyone 

[Susan_GP]

Hi @alexeitarasov,

Thanks for your reply.

It is possible that you don't have the feature yet. When a feature is launched, it might take some time for it to be available for all users. I understand you see the 'Video' tag under songs, but if you don't get the option to 'Switch to video', it most likely means you don't have it yet, but no worries, you will soon.

You can also check if you see the option from different devices. It can be a computer or a different mobile device. 

In the meantime, make sure your app is up-to-date to guarantee you get the latest features and fixes. 

We'll be on the lookout!

[alexeitarasov]

Hi, so I actually got the "switch to video" button now but it's just one still frame of the video but it has the music video audio

[Vasil]

Hey @alexeitarasov,

It looks to me like the feature might be available to you but something is preventing it from functioning correctly. This may happen due to a corrupted app data file, so what I'd suggest is performing a complete clean reinstall of the app as shown here to ensure there are no leftover Spotify files before the new installation.

This should do the trick in my opinion but do keep us posted on how things go. We'll be on the lookout for your reply 🙂

[alexeitarasov]

No I always do this and it NEVER fixes my problem (and again, it didn't fix this, it's still one frame of the video) 

[Vasil]

Hey again @alexeitarasov,

Thanks the quick response and for letting us know!  In this case, as mentioned by @Susan_GP, I'd check if the same issue occurs with a different account on your device or with your account on a different mobile or desktop device. This way we'll know if the issue is account- or device-related. If it's device-related, make sure you're not using any VPN services and that your Android OS is up to date.

Note that battery optimization settings can also affect the app behaviour.

Hope this helps bring us more clarity to the situation! Keep us posted 🙌🏼

P.S. Just saw your reply that you've actually tried with a different device already, so the issue might very well be account-related. Even so, I'd still make sure there aren't any VPN services or battery optimization settings enabled. I'd also try a different internet connection altogether when possible. If the issue remains, we'd like to ask you for the make & model, app & OS version on both of your devices, as well as a screenshot or a short video recording of the issue when you're not connected to the external speaker. Much appreciated!

[alexeitarasov]

i’m not using any VPNs and my phone is updated, also i can’t use another account since i only have 1 and if i make another one i wouldn’t have premium so prolly won’t have the feature - as with different device, on my android it’s a still frame but on my iphone i only have the video icon but no option to switch to video with my 4G the issue is still the same so can you explain wjat the make and model things are, after i know i’ll send all the information 

[Ivelina]

Appreciate the cooperation @alexeitarasov.

To make sure we understand you correctly, could you clarify if you were ever able to view music videos from your account on any device without issues? If so, it would be also helpful if you could share if you noticed when this behavior occurred for the first time.

Since you haven't mentioned testing on a desktop, if it's possible, could you also check if the same behavior persists in the Spotify app on a computer? You could also check this in the Web Player. 

You've mentioned that the same thing happens when you're listening from the phones' speakers, but your screenshots are showing you're connected to an external device. What about if you've disconnected it and you're not connected via Bluetooth?

Lastly, we'd appreciate it if you send us the phones' models (for example iPhone 7; Samsung Galaxy etc.), the OS-versions (iOS and Android), as well as the exact Spotify-versions (Settings > About).

We'll be on the lookout for your response and don't hesitate to let us know if you've got any questions.

[alexeitarasov]

on desktop i dont even have the option for a music video, and ive never been able to actually watch music videos, only the still frame ive also tried disconnecting from bluetooth and the same still frame shows up

Android version: Samsung Galaxy A25 (i got it wrong on the first post), UI 7 (just updated it; though it didnt fix the issue) Spotify version: 9.0.54.518

Iphone: Iphone SE 2020, iOS 18.5, version: 9.0.50.511 (no idea why my iphones spotify version isnt the same)

[Maria]

Hey @alexeitarasov,

Thanks for following up and for sending over the device details 🙂

Just to check, are you able to watch podcast videos on your mobile devices? For example, you can give these episodes a try:

spotify:episode:3baML7eBhhqF6Gr30bdGZc  spotify:episode:5cg9rFd8lcLwq9TRLXTc5y

On another note, it looks like a new version is available for the iOS app. Could you try updating it by following the steps listed on this page?

As you also mention that the music videos option doesn't appear on desktop, would you mind sending us a screenshot showing how it looks for you there? This is so we can have a closer look as well 🔍 Just make sure it doesn't include any personal info.

Keep us in the loop!

[alexeitarasov]

hi again and suddenly, when i randomly checked again my music videos actually work now (I didn't do anything special) but thanks for trying to help