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[All Platforms] Music keeps un-downloading

 

(iPhone 8, Samsung Galaxy 9, Macbook Pro late 2016)

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

 

My Question or Issue 

I am soon unsubscribing to this app. I’m paying money for the premium and my songs keep un-downloading. This has happened at least 3 times or more now in the past year. Soon as I get some play list I like, I’ll go into the app on a day where I’m out of service and don’t have data. All the songs will be gone, unable to play because the download erased. Very very frustrating. Seeing how I’m paying for that service and not getting it. 

 

Hey everyone,

 

Thanks for reporting this and providing us all the relevant info. 

 

We've passed your details on to our developers and they have already rolled out several improvements to fix the experience reported. 

 

We are aware that some users do still experience issues with their downloads, but our tech teams weren't able to reproduce it and this seems to be affecting specific devices or setups, so we're unable to find a solution remotely.

 

We're continuously improving the app and optimizing it, so we recommend keeping an eye out for future updates to the app, but can't guarantee this will fix the issue.

 

For now, we'd like to provide some steps which we hope might help:

  • 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

We’d also recommend you try a clean reinstall, which will remove any corrupt data from your device. Just a heads-up, this will remove all your downloads and you'll have to download everything again for offline listening.

Comments
alex801

I've been having this problem for a number of years on different android phones. It is infuriating: after all, the ability to play songs offline is the single **bleep** most important reason we pay Spotify in the first place. It boggles my mind how such a basic feature is so broken for so many years. Surely, you guys have enough funds by now to hire competent software developers? I mean, you pay 100mln$ for a popular misinformation blogger to appear on your platform, so you have enough money to fix the **bleep** thing.

andie520

For Context.

Plan

Premium

 

Location

US

 

Device

iPhone 11 Pro Max

 

Operating System

iOS 15.4

 

Is there ever going to be an update to this? I can not download my library every 2 days. 

I know this is an issue with the app and not my settings. There are no restrictions, I use an iPhone, so no issues with SD card. 

Its ridiculous that there has been no update, other than blaming my device, settings, and usage for something the developers need to fix. 

 

Thanks for looking into this further, we really need this ability that we pay for to work!

amd

The solution is to switch to Apple Music or one of Spotify’s other competitors.

 

spotify have politely told us all in the statement above that they don’t give a sh*t about this issue. 

They say that their tech people weren’t able to reproduce it and that it was passed on to the developers. Really? If that was the case it’d be fixed by now. 

The most pathetic excuse for customer care I’ve ever encountered in my life. 

I’ve been using Apple Music for several months now without any of these issues. I’m sure the other services work just as well. 

If you’re worried about your playlists, there are apps like SongShift that will migrate your Spotify playlists to whatever other service you’d like to switch to. 

No point coming on here moaning because Spotify don’t care. Vote with your wallet and take your business elsewhere. 

cohenfs

Horrible advice. None of it works. Just shooting out the usual suspects. I've done all these things many times and still get randomly blacked out tunes I have to redownload.

cohenfs

I'll have the green arrow show on my downloaded lists and then will see some of the tunes in the list blacked out. I have to quickly click "remove download" followed by "download" to get the blacked out songs to download. Happens all the time now. Tried everything possible so please recommend nothing. Just fix it Spotify. I've been Premium for many years, so I know all the "repair" tricks.

amd

Mine's been like that for ages. I stopped using it and now use Apple Music instead. It was a pretty easy transition and I have none of these weird download issues. Once in download something, I don’t have to do it again. 

cohenfs

"Status updates. Hey,everyone. . ." it's you, not us. In effect, that's what they're telling us. Brilliant tech team. Great customer service 🙄

Swenti

This problem has been ongoing for at least 8 years from what I've seen. Songs disappear randomly, no particular order. I have seen that it happens hours after I switch to offline. Having done all the recommended fixes I still face this issue. What's the point of having to pay in order to have offline service when it's not reliable? We pay for a service and the only thing we get is a "won't fix" statement? The only statement you guys give is that we aren't enough of a problem so that you need to do something about it. How can a company so massive as spotify not replicate a problem like this one? The only answer is that they simply don't care enough to fix it. 

 

Will be switching to a competitor as soon as possible. Heck, even downloading songs from youtube seems more viable at this point lol. Very disappointed guys. 

cohenfs

Following up on my earlier posts in this thread. I've done everything. I've moved downloads to internal storage on two Android devices, my of LG G6 and my LG G8. So, it's not the difference between SD cards and internal storage. I've used a new SD card. So, its not a corrupted SD card. The green arrow still shows the list to be downloaded but almost all of the tunes are shaded out. As you can see from my profile, been a premium user since 2012. This is the most **bleep** off that I have ever been towards Spotify and I have always been a big advocate of the service. Spotify doesn't give a **bleep** about its customers any longer. That was not the case some years back. I absolutely think they are lying when they said they can't "reproduce" the problem. I've been able to reproduce it with two separate devices numerous times. Shame on Spotify for ignoring this. Having downloaded music is THE BASIC AND MOST IMPORTANT FEATURE of premium Spotify

aka_Buzz

Not that my individual action matters in relation to the behemoth that is Spotify ... but taken at a personal level it matters a great deal. I tried all of the "fixes" that Spotify tossed out and none resulted in a lasting resolution. The final straw for me ... though ... came in the form of Joe Rogan and Spotify's lame response that could accurately be labeled as CYA via denial. That ... coupled with Spotify's endless "pass-the-buck" "it must be something you're doing because we cannot possibly be the source of the problem" CYA regarding the issue that this thread has repeatedly brought to their attention ... had me cancel service over two months ago. Spotify's purported benefit does not compensate for their utter disregard ... disrespect ... and disavowal. Good luck to those of you who wish to continue the fight but I am out.

 

Spotify is already mailing me "come back" e-mail deals with discounts. My respect is worth more than a thirty percent discount.