Offline playback of some albums do not work

[eduardomozart182]

Plan

Premium

Country

Brazil

Device

PC

Operating System

Windows 7

My Question or Issue

When trying to play synced albums into offline mode/without internet connectivity, it doesn't play. From eight albums, just two plays. Coincidently, the six albums that do not play at offline mode is from "Jeremy Camp". All those eight albums was synced during online network availability but those six just start playing when I enable Internet connectivity, so disabling it after start playing I can turn Internet connectivity off and it continues playing normally at offline mode.I do not have a constant Internet connectivity and I have to pay for each MB that I transfer, so doing it just to play start playing an album that should work offline is annoying and cost me money. If Spotify provides an offline mode, it should work as announced. I didn't have those kind of issues with Deezer, that also uses Electron as it's backend.

I'm an IT technician, so if I can provide any advanced information (logs, etc.) that could help to troubleshoot this issue, please let me know.I also coundn't find an easy way to enter in contact and open a ticket direct with Spotify team, I have a Premium subscription and I should have right to receive paid support instead of community ones. I see that you reply the questions here guys, but having it opened as a ticket this question would not be forgotten or without replying just because no one would want to debug this issue.

[Ver]

Hey @eduardomozart182,

Thanks for posting here in the Community.

Could you please share with us the following? We'll look into this further.

• The URI's of the albums
• When did this occur?
• If this is also happens on another device?
• If possible, to check if the same thing happens with another internet connection
• If you have tried other troubleshooting steps
• A screenshot of how the albums appear while in offline mode. Just make sure that any sensitive or private info is hidden.

In case you want to reach out to our support team, you can head here.

Keep us posted.