[Android] Albums won't load

[awebs72]

Plan

Premium

Country

Germany

Device

Samsung S9

Operating System

Android 10

For aboiut 6-8 weeks, I have been getting only a black loading screen in the app, when I select an album, playlist, etc. form a conducted search. I have already tried all the basic troubleshooting steps (deleting cache, clearing data, reinstalling app, WiFi vs. cellular, etc.). Clearing data/ reinstalling app work, although only for about one day when clearing data/ reinstalling app have to be repeated.

I have attached a screen to explain what I mean by black loading screen.

[Corinna4]

Plan

Premium

Country

Device

Samsung Galaxy A3

Operating System

Android 8.0

Hallo,

vielleicht kann mir ja jemand Helfen, ich muss ansonsten meinen Account kündigen, was ich ungern täte.

Problembeschreibung:

Seit heute Nachmittag funktioniert die App auf meinem Androidhandy nicht mehr.

Wähle ich einen empfohlenen Sender aus, kann ich ohne Probleme dort ein Lied auswählen. Problematisch wird es, wenn ich Zugriff auf meine „Alben“ in der Bibliothek haben möchte. Wähle ich dort ein Musikalbum aus, wird dieses manchmal angezeigt, wähle ich ein Hörbuch aus, wird es problematisch. Stattdessen kommt ein schwarzer Bildschirm, wo man ein graues Cover sieht, ebenso sind die Texte darunter in grau. Es **bleep** abzustürzen. Dabei spielt es keine Rolle, ob das Hörbuch heruntergeladen ist. Versuche ich zurückzugehen zu der Auflistung der Alben, öffnet er diese nicht mehr sondern es erscheint ein dauerhaftes grünes Ladezeichen. Gleiches, wenn ich versuche auf Playlist zu drücken. Das Zurück auf die Startseite mit der Musik funktioniert zwar noch, aber ich kann zu diesem Zeitpunkt keine Sender mehr auswählen. Beende ich die App komplett, kann ich wieder auf ein Musikalbum etc. zugreifen, aber keine Hörbücher…

Ich habe bereits mehrfach die App deinstalliert. Nach einer Neuinstallation ist es möglich, ein Hörbuch anzuklicken, dieses herunterladen und es sogar zu starten. Allerdings wird dann nicht mehr auf die Pausetaste reagiert. Die einzige Möglichkeit ist es, die App komplett ausmachen. Ich weiß nicht, ob dies mit meinem Hauptproblem zusammenhängt.

Internet funktioniert reibungslos.

Was bisher getan:

Cache geleert

Spotify komplett deinstalliert und neuinstalliert

[Tutsipunk]

Spotify doesn't work on my device, this happens since update 8.5.55.1105. It is unusable and I have no service for days

I need help.

Plan

Premium

Country

México

Device

(Huawei p20 Lite)

Operating System

Android Pie

My Question or Issue

[Luan]

Hey, @Tutsipunk 
Welcome to Spotify Community and thanks for reaching out here!

Sorry to hear that you're experiencing that kind of issue.

Initially, I'd like to suggest that you try to perform a clean reinstallation of the app on your device. Notice that this kind of reinstallation process is different than the quick one, so take a look at this support article to get help with it.

I hope that helps... Keep me posted!

If you have any other further questions or need more help, let me know! I'd love to help!

Best Regards,
hezorg

[Tutsipunk]

I already uninstalled and installed the application, erased data and followed this process, it did not work

[Luan]

Hey again! Could you give me more information about what is happening?

Tell me your device OS + Version (You can find it on the Settings)
What's your exactly Spotify version?

If possible, send me some screenshots that could help me to better understand your issue, but be sure you won't share any sensitive information. Also, tell us if the app crashes immediately when you open it, or you're being able to open the app, hear a song, and then the app crashes? And if you're getting any error message/code, share it with us too.
Any additional information that you could provide would be very useful.

Keep me in the loop!

Best Regards,
hezorg

[Tutsipunk]

hey, the application can open but when trying to open an album, especially with the big ones it keeps loading and stops working, as if it will get stuck and it takes a long time to resume its functionality, until it pauses, it locks.

The android version is 9

[Luan]

Hey again, @Tutsipunk 

Sorry for the late response...

You told me your phone is running Android 9, so if your phone is allowed to perform an update to Android 10, please, go on and do it. It would also good to check if your phone has enough free storage on your device. Please, check it and tell us how much free space you have available. In case you're using an SD card, I recommend removing it and reinstalling the app once again without the card to see if that makes a difference.

Also, I'd like to know if it is only happening when you try to open a specific album or playlists and other sections of the app as well. If it is the case, it would be good if you try to open this same algum on another device and check how this goes...

Please, keep me in the loop bringing these new pieces of information. I'd love to help!

Kind Regards, 

hezorg

[phoenixh]

Hi,

I can copy that behaviour on my device:

Motorola One Vision 

Android 10

Spotify Version: 8.5.56.1186

Free space ~85 GiB on devide, no SD card

After a clean reinstallation I can load / start some albums, library or artists.

After opening two or three albums / artists it stops working and only shows the behaviour mentioned and shown by Tutsipunk. 

Even opening the library ends in a loading circle and opening profile/settings result in a blank page.

Only after killing the app process and restarting the app I am able to enter the preferences again (if I do not open albums or artist prior to that).

That behaviour also happens if I downloaded the two albums and changed to offline mode, so I would guess it does not seem to be some network connection issue.

That is really annoying since this is also happening for a longer period by now.

[Luan]

Hey again, guys

Maybe you're both experiencing an issue that the Spotify team is already aware of, but before sending you to this OI, I'd like to confirm three things aren't clear yet... 

I'd need to know if the app is freezing/crashing during playback or when you are just browsing/opening it?

Do you get the same behavior when playing music or podcasts or is it happening at specific parts of the app?

I saw you both are running Spotify on Android, so are you getting the message "Spotify has stopped" when the app stops working or it is just freezing and stopping the playback? 

Please, keep me posted!

Kind Regards,

hezorg

[RedD34TH]

Plan

Premium

Country

United States

Device

Samsung Galaxy J7 Crown

My Question or Issue

The issue that I have now is that whenever I select a playlist or an album with over 100 songs in it. It takes about a minute to load up and when i select a song for the album or playlist it lags for about 30 seconds and then starts playing. Even though I have them downloading and have Spotify on offline mode. Another problem I have is that when I would back out of the playlist or album, I stops loading my song list. With the screenshot, it shows what I'm talking about. In the past, I didn't have any of these problems. The playlist and albums would load almost instantly and I would still load the rest of my song list. Please help if anyone knows how to solve this problem or explain to me why this is happening. Thanks. OP