"Something went wrong" message, linked to region change issue?

[LauraOxygen]

Plan

Premium Student 

Country

Germany

Device

Samsung Galaxy A8 2018 (Android)

Hello,

I need help on this one - I've checked a few old posts and tried the solutions mentioned, but it did not work...

When I search for a podcast, an album or anything and click on the search result, it always displays the "Something went wrong" message. For some others results (podcast I regularly listen for example), it shows the episode list, but it is not up to date. The last episode I see are the ones published before I started having the issue. I only have this issue on the Android app though, everything shows up just fine when I'm on the browser app.

I read online that it was due to a region change (after 14 days, you have to change the region to keep listening to music), and I indeed moved to a new country a few weeks ago. I did the change, and the new region is now set up in my account (I see it in the account details). But I still get the error message... I tried uninstalling and reinstalling the app, and always tried to delete the cache directly from the app, but nothing worked...

[Yordan]

Hi there, @LauraOxygen,

Welcome to the Spotify Community!

Interesting. Could you make sure Spotify is allowed to access your internet connection? The option should be located in your Android Settings > Apps > Spotify > Mobile data & Wi-Fi (although it may vary depending on the device's manufacturer).

I'd also recommend using another Wi-Fi network to see if that makes a difference. You can ask a friend or a relative to create a mobile hotspot for you to connect to. It's worth checking with mobile data as well, if you haven't already.

In case you're using a VPN, try disabling it to see if it helps.

Let us know how it goes 👍

[LauraOxygen]

Thank you for your answer Yordan!

I checked in my settings, and as far as I can see, Spotify is allowed to access my Internet connection (it indicates how many data I've used for the last month, so I assume it has access).

I also already tried using my mobile data and my home Wi-Fi network, but have the issue in both cases... And I do not use a VPN on my phone (I do on my computer, but I don't have the issue on the web app...). 😕

[Yordan]

Thanks for the reply, @LauraOxygen!

Have you tried playing something from another device (a PC, for example), then switching the playback to your phone via the Spotify Connect menu to see if that would help refresh things? It's also worth rebooting your phone, if you haven't already.

If possible, test if using another account on your device makes a difference. You can ask someone who uses Spotify to log in to their account on your Samsung to check if everything loads fine on their end.

Should the issue persist, please share the exact version of Spotify you're running so we can investigate further.

[LauraOxygen]

Hello!

I tried disconnecting and reconnecting twice, did not change anything. I tried with my home Wi-Fi network, but had the same issue. I also tried switching from PC to the app with Spotify Connect, and rebooted my phone, but nothing worked...

However, I tried login in into my Mom's free Spotify account on my phone, and this seemed to work... However she doesn't not have a Premium account, and is not abroad (so she did not have to change her region settings like I had to). 

The Spotify version I am using is 9.0.54.518

[Yordan]

Thanks for testing, @LauraOxygen 👍

Something else that comes to mind is checking if your device's region is set to the new country you're in from your Android system settings: the option's location again may differ depending on your device's manufacturer, but it's usually found in your date & time settings.

Note: you may need to disable Use automatic/network time zone in order to be able to select your region.

If possible, you can also ask a friend or a relative to lend you their mobile device to test if the search will function properly there.

Keep us posted on this!

[LauraOxygen]

I checked in my phones settings, and it was already set to my new region (Germany) there too...

I will ask a friend to lend me their phone to try logging in from theirs tomorrow, and will let you know if it fixes the issue.

Thank you!

[LauraOxygen]

Hi Yordan!

Unfortunately, nothing has solved the issue - and I noticed another one since then: sometimes when I go back on the app (after closing it for some time), the podcast or music I was listening to does not pick up at the timestamp I paused it (and I have to manually go back to where I left off, which is a bit annoying when listening to a long podcast episode...). I'm starting to think that something is wrong with my version of the app, since I do not have the issue on the desktop web app / Windows app, and the new region is properly set in my account settings...

What can I do?

Thank you in advance for your answer!

[Dessi]

Hey @LauraOxygen,

Thanks for getting back to us!

It does sound like this might be caused by some damaged cache and in order to remove it and ensure you're running the latest version of the mobile app, we'd recommend performing a clean reinstall. You did mention re-installing the app in your original message, but this one is more thorough so it's worth the try. 

Keep us posted.

[LauraOxygen]

Hi!

I followed the instruction and deleted everything, but unfortunately, it did not solve the issues...

[Joan]

Hi @LauraOxygen,

Thanks for the reply.

We've observed in the past that if the country on your Google account is configured incorrectly, it can cause issues when downloading the app from the Play store. Could you please try updating the country as shown here?

Let us know how it goes.

[LauraOxygen]

Hello!

After struggling for a week to get everything changed, I finally managed to set my new country in Google Play. I then uninstalled and reinstalled Spotify, cleared the cache and the data in my phone settings... And it did not work, still 😞

I tried to log in on my mother's phone, and everything was working perfectly on hers with my account, so I don't know...

[AlejaR]

Hey @LauraOxygen,

Thanks for keeping us in the loop.

From what you kindly mentioned in the thread, it's possible that this behavior might be an issue with your mobile device. In that sense, we think you can try:

• Updating its OS and Spotify to the latest versions available.
• Remove any SD cards that you might be using on your phone. After that, reinstall the app once more.

If the above doesn't do the trick, we'd recommend going to the battery settings of your device and turning off the following:

• Power saving.
• On Background usage limits:
  • Turn off the Put unused apps to sleep.
  • Tap Deep sleeping apps. Make sure Spotify is not on the list.
  • Tap More battery settings (or a three-dot menu at the top) and turn off the Adaptive battery option.

As mentioned previously, the options' location may vary depending on your device's model and OS. If you don't find them, it might be worth looking for those separately as most Samsung devices have them.

We'll be on the lookout for your reply!