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Why are my downloads disappearing every day? Spare me the generic reply pls

Why are my downloads disappearing every day? Spare me the generic reply pls

My downloads will randomly disappear nearly every day and this issue has been happening for almost a year at this point. I've sat here and read dozens of hours worth of articles and support posts, comments, even watched videos and none of the solutions work.

So far, my PC never loses the downloads, but both of my cell phones I use every day do. I've tried clean re-installs several times, clearing cache, forgetting devices, basically everything short of deleting all the songs I've spent over 6 years enjoying and collecting and closing my account. Which is becoming tempting.

And lovely, you have a ridiculously short character limit so now I have less details to share. I'm so frustrated.
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12 Replies

Hi there,

 

Thanks for reaching out. For this to be happening consistently, most likely you have some sort of apps that are interfering with Spotify's cache. Any kind of batter optimization or cache clearing app can cause this. Check what you have installed as well as the optimization settings your device comes with and disable any of those you find, or at least add Spotify as an exception. One more clean reinstall after that should resolve the issue.

 

Hope this helps.

JoanModerator
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I don't have an app doing that. It's most definitely something wrong with Spotify. I have been using Spotify for several years and this issue has just started since one of the recent updates. No other app that runs in the background or has a cache has this issue. It is Spotify. Stop trying to blame everyone and everything else. Fix the app or figure out why this is happening and on such a large scale. 

Hi there,

 

Thanks for the reply. 

 

I understand the frustration, but that's why we're here to help. There hasn't been any major trend for such an issue across many users, so we can only handle these on a case-by-case basis. 

 

Sometimes network issues can cause this kind of behaviour due to desync issues. Can you confirm if this same thing happens across different networks too? If you are using a VPN, please disable it as those can cause a multitude of issues and we advise against using them with Spotify.

 

Let us know how it goes.

JoanModerator
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If I can search my issue online and find several dozen posts from other users going back as far as several years ago, within 10 minutes, then I would consider that a large scale. But whatever you say.

 

Yes, the issue happens across every network and with or without VPN. It happens on my WiFi, on other people's WiFi, on 4G and 5G networks, and offline. It usually happens the moment I leave internet coverage which defeats the purpose of downloads. And how is it "downloaded" if network issues or a VPN can cause them to disappear? Something doesn't add up here **bleep**.

 

If your app can't function while VPN is active, then Spotify needs to fix that for users who use a VPN. Why would I start disabling other products for the one having issues? This seems more like a waste of money with every reply from you guys.

Hi,

 

Thanks for the reply.

 

We have observed many cases about this over time, but there has never been a singular conclusive root cause that we've been able to isolate and troubleshoot. As you can see in this old OI thread all of our investigation has lead us to believe that it depends on the individual setup and not on something within Spotify itself. 

 

The steps provided there still apply, namely:

  • Check out the steps on our support page here
  • Try disabling WiFi assist
  • Check for any settings that could affect the Spotify background data
  • Change the quality of the downloads in the Spotify app
  • In case you have your downloads stored on an SD-card, we’d also recommend you try the solution suggested in this thread.

Consider following those and, when possible, avoid using a VPN with Spotify as that is known to disrupt performance. 

 

Hope this clears things up. If there's anything else we can do for you, let us know.

JoanModerator
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Well then I guess this will just be an issue that's permanent for me because I've tried the applicable troubleshooting and a good majority of the solutions aren't applicable to me. I have 3 devices I'm signed into Spotify on.

 

The phone I primarily use for work (which never uses VPN and only uses 5G cell service via AT&T), the phone I use for entertainment (which doesn't have a SIM card, usually has VPN active and only has WiFi), and my PC which always has VPN active and never has any issues. The issues are with my cell phones specifically and are new. I have not changed anything in my normal routines, settings, or downloaded any new apps which can interfere in any way.

 

The issue occurs at random on both phones, on any network, at any location, at any time, on WiFi or 5G, with or without VPN and internet connection.

Hey,

 

Thanks for your reply.

 

Please let us know the models of the phones and their Spotify versions so we can investigate further.

 

Cheers,

MihailYModerator
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Spotify version 8.9.8.545

 

Phone models: SAMSUNG-SM-G950U

SAMSUNG SM-G991U

Hey @YourCSRsSuck

 

Thanks for your reply. 

 

On Samsung phones there is a battery optimization feature called Device Care which can interfere with the app's performance. 

 

In this case, we'd recommend following these steps to see if they work for you.

 

Let us know how it goes. 

EniModerator
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“Music acts like a magic key, to which the most tightly closed heart opens.”– Maria von Trapp

Thank you for pointing out that specifically as I wasn't aware of it, but again, it hasn't fixed the issue. I've tested it several times since changing that setting and so far I've lost my downloads while in WiFi coverage and after losing internet coverage for a brief time. It seems to keep a very limited amount of downloads in each playlist, but only maybe 3% of them remain. For the 3rd time this week, I downloaded 5,000 songs last night. They're gone again and I'm stuck streaming on 5G when I leave the house. Thankfully I have unlimited data because Spotify has used 10GB of data in January alone due to this issue. This is really frustrating because I've spent over $1,200 over the years on Spotify. I could've bought all these albums and had them permanently on my own for that cost. It's especially frustrating not getting the feature you're paying for with Premium as advertised. There has to be an easier way to diagnose issues, right? Even if it's an issue on my end, I just want this feature to work properly. 

So is that it? LOL. Does Spotify actually have tech support or is it just you guys playing a guessing game? Like did you give up or what? This is so dumb I might as well just cancel my subscription at this rate.

just today i saw so many songs had been undownloaded, i tried redownloading my downloaded playlist but their still undownloaded, i think its cuz i live in the UK & i have the US releases on my playlist, plz dont tell me to replace them with uk releases, thats just gonna be a pain, can u fix the issue & revert it to all songs on a downloaded playlist downloaded

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