No internet connection/ app shows offline despite on WiFi or data

 

Hi. For the past few days, I've been completely unable to use spotify on mobile data. I have the allowance to do so but all the tracks are grayed out and I get a "no internet connection" error at the bottom. It works perfectly fine on WiFi.

 

I have tried:

Uninstalling and reinstalling 

Logging out and back in several times

 

 

I have the Premium Student plan and a Samsung Note 10.

Hey there folks,
 
We really appreciate all your reports so far!
 
Our tech teams have looked into this, but weren't able to reproduce it. Since this issue could be caused by individual network setups, we'll mark it as Not Right Now since it's something that will need to be looked into individually or could get resolved by an overall system and/or functionality change.
 
If you're experiencing this, we'd recommend making sure to try all the relevant steps first as these usually do the trick:
  • Thoroughly reinstall the app with these steps.
  • Check your firewall and antivirus software/apps to make sure Spotify is whitelisted or set as an exception.
  • Remove ALL entries from the Windows hosts file (not just the Spotify ones).
  • Uninstall any ad-blocker apps.
  • Run Windows in Safe Mode with Networking - if the app works with no issues there, we'd suggest adjusting different network settings and uninstalling any software that might be conflicting with Spotify's connectivity.
  • If possible, try connecting your desktop to the internet via a mobile hotspot. Should the app work through it, consult with your router's manufacturer.
  • If you're on a non-personal device or network (student laptop, student network, corporate laptop, corporate network) get in touch with the administrator for more help.
If you're still having troubles after checking all these, let us know by starting a new thread in the related Help Board and including all the steps you've tried so far and their outcome.
 
We'll be happy to take a closer look and lend a hand there!

Related Issues

Comments
Casual Listener

@hezorg

 

Not on any beta versions. Tried the clean reinstall again. Nothing.

 

The only thing that works is force stopping the app which is incredibly inconvenient. Especially for an app I pay for monthly. 

Music Fan

I have the same problem. Not running a Beta version, clean install does not solve the issue. Force stopping the app does not help. Restarting the phone does help.

 

I have tried to switch between ipv4 and ipv6 which seemed to be the cause of a similar problem back in 2014. Oddly enough it worked, but not in a consistent way. Switching to ipv4 worked once. Switching to ipv6 worked once. The only thing consistent seems to be that spotify always looses internet connection when I leave home and is out of reach from my wifi (but 4g is on and working fine for all other apps). This started happening maybe 2 weeks ago.

 

Newbie

I'm going to see what happens when I get on the road in a bit. I'm going to leave Wi-Fi disconnected & see if it'll connect on mobile. 

 

I'll test again later when I leave the house with Wi-Fi on. Then see if it works. 

 

My theory at least for me, it may be some sort of Wi-Fi to mobile handoff Spotifyiis having issues with. However, I do have "keep mobile data always active" under Android dev options, and not only that, I'm not using Spotify before I use it in the car. So it's not active. 

 

 

 

Rock Star 8
Rock Star 8

Thank you for all the additional pieces of information that were provided. And be sure that I agree with you about the fact that it's too inconvenient and hurts your experience (especially if you're a Premium user). I'll escalate this case to get some more tips to suggest for you all and I really ask for your patience for now and collaboration. If you can provide any other information that you think is useful, it can help out us to better understand your case. 

 

Kind Regards,

hezorg

Newbie

So after I left work, I went to the grocery store, & just had mobile connection on my phone. WiFi was off when I left work. Shopped, got in the car, turned BT on, launched Spotify & nothing. No Internet Connection/You are Offline. Again, tried a few times, nothing.

 

Had full LTE (near a tower in fact), so that was good.

 

I then launched Google Play Music & selected an album & it started playing with no issues.

 

So this knocks out the thought of thinking it was some sort of WiFi to mobile hand off issue. Since WiFi was never on, & Spotify wasn't on when I left, that's not the issue.

 

For me again, something is causing Spotify not to connect when on mobile data unless the app is force closed then restarted. After that, it works fine. I'm not sure what bug persists, but maybe analyze why it works when the app is force closed & restarted. Is there a process related to mobile that's getting restarted? If so, why isn't that happening when you just launch the app & try to play a song? Considering Spotify hadn't ran in over 6hrs.

 

I also want to note that I don't clear cache either. I don't recall if force closing an app clears it or not, but if so, that could be the thing. Something being in Spotify's cache or memory thinking there's no data connection. Then when it's force closed & restarted, it's there.

 

No idea, but when I don't have this issue with any other music app, & yes as you said realized I paid a whole year to have this issue is a pain. This means every time i'm in the car I have to remember to force close Spotify before it'll work. I don't always run Spotify right away, but then I want to, I have to find a safe way in the car to do so. Not what I would expect out of an app that gets updated frequently, for this to persist.

Visitor

You are not the only one.  I have been having these issues for a couple weeks now.  Restart the phone and it will work for a period of time, and then it won't anymore.  Sometimes in the middle of a (streamed) song.  Offline files work fine if present.  Android Auto will just show "No items" on every single screen, and will hang if you try to search by voice.  Regular app just shows "No internet connection". 

 

My device is a LG G7 ThinQ with Android 9 and Spotify 8.5.32.889.  My wife has the same model phone on a family account and does not have any issues.

 

I also have Spotify Premium but I can't make it work unless I'm on desktop, or I have recently restarted the phone and have listened for less than ~20 minutes.

Music Fan

Tried this morning to turn off wifi before leaving home to hopefully avoid the problem, but to no luck. Here is what I did.

1. Start spotify on my Samsung A40, Android 9, premium account. -> Spotify works.

2. Turn off wifi (4G is working fine where I am)

-> Spotify says "No internet connection"

3. Force stop spotify and restart -> still "No internet connection"

4. Restart phone (still with no wifi on) -> Spotify works.

 

It seems like the only way I can get spotify to work again when it mysteriously looses internet connection is restarting the phone.

 

 

Regular

 

Plan

Premium

Country

USA

 

Device

S9+

Operating System

Android 9

 

My Question or Issue

I opened my android today and listened to Spotify on the way to school. I turned my phone on when leaving school, and Spotify will not connect to the internet. I 100% have a great internet connection on my phone and everything else works. I tried to reinstall it, and upon logging in, it will not let me login to my account. It will tell me if my password is wrong, but when I enter the correct login it tells me I'm not connected to the internet.

 

Spotify works without any issues on my desktop, so something happened today that is preventing me from only logging in via the android app. Which is totally up to date. Assistance would be greatly appreciated, I have 5 hours of driving today which will now suck because I can't listen to music because Spotify's internal system decided to bomb.

 

Newbie

Currently having the same problem. 

Nokia 6.1, Android 9

Casual Listener

Having the same problem on my Oneplus 5.

 

Just started today, when listening to music in the app that I had saved offline, I tried going to the album, and it was greyed out. And i noticed it said "No internet connection available" even though I had full signal both wifi and LTE, and i tried toggling between the two. Couldn't search for any music only music I had downloaded for offline use.

 

Thought reinstalling the app would help, but after a clean reinstall, now I am locked out of the app and can't login because it says "you're offline check your connection and try again"

 

Extremely frustrating as I am paying for this service. Tested web player and it works, so not an account issue