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.

Hello,

 

Thanks for your patience so far! 

 

If you're experiencing this, could you make sure to try the following first:

 

  • Log out and log back in the app with your login details
  • Restart your device
  • Thoroughly reinstall the app with these steps 
  • Use a different connection
  • Check your firewall and antivirus software/apps to make sure Spotify is whitelisted/set as an exception
  • If the issue is happening on mobile data, make sure Spotify has the permission to use data under App Permissions.
  • For Android users: Make sure the Spotify app is closed. Open the following URL in the mobile Chrome browser: chrome://net-internals/#dns and click on DNS (if not already marked). There is a button saying "Clear host cache" - press that button. Next click on Sockets and press "Flush socket pools". Start the Spotify app.
  • For Windows users

    1. Close/exit the Spotify app.
    2. Click on the Start Icon.
    3. Write cmd and open Command Prompt.
    4. The Windows Command Prompt Window will appear. Type in: ipconfig /flushdns and press ENTER.
    5. You should receive the following message: Windows IP Configuration. Successfully flushed the DNS Resolver Cache.
    6. Open the Spotify application.

If the issue persists after that, add your +VOTE to let us know. We'd also recommend making sure that you're rocking the latest update available as our tech teams are looking into this.  If you could provide a video which shows the issue, that'd be great!


We'll keep you posted here on any other updates we have on our end so don't forget to subscribe to this thread

Related Issues

Comments
Newbie

Can you please fix your software so that we don't waste time with all these cumbersome steps. Thanks.

Newbie

Good afternoon. Finally, through technical support email, they told me to turn off the cell phone, remove the SIM card and reinstall it. This worked partially, because there are still times when the application stops alone and I have to restart the application, however, so far it is the best solution I have found.
Please, spotify, continue working on improving your platform. Hopefully they can solve the problems you have! I hope someone serves this partial solution that they gave me in technical service.

Visitor

 

I had the same problem on Windows 10. 

I changed from 5 Ghz to 2.4 Ghz. By changing my Wireless mode to IEEE 802.11b/g/n. 

This worked for me. 

Good luck. 

Newbie

This is really disappointing. Still can't use Spotify on  Windows 10. I've been forced to use the web player now for 2 months. I see the status is now under investigation which I don't believe it was when I posted 2 weeks ago, so I guess that's good.

 

Is there any other updates on this @Katerina ?

Visitor

Have anybody tested my solution? It worked for me and it still working without any problem. 

Newbie

I'm using a wired connection and still getting this issue, so it's nothing to do with 2.4/5ghz

Newbie

I'm using a wired connection as well so that solution doesn't apply to me

Regular

Wired connection, latest Windows 10 (as in fully updated), latest Spotify version.

Internet works fine on PC (see ping to 8.8.8.8), Spotify shows as "Offline".

 

No amount of quitting Spotify, flushing dns, logging in/out etc fixes the problem.  Spotify works FINE on my Chromebook, my Pixel 4, and on all 5 of my Google Home devices.  It just does not work consistently on my Windows PC.Capture.PNG

Casual Listener

UPVOTE for this - tired of getting this error!

Moderator
Moderator

Hey there folks,

 

Thanks for bearing with us!

 

@Lomeinmaster - Rest assured that our tech teams are still looking into this. Once we have any updates, we'll pass them on here in this thread 🙂

 

 @recrudesce - just to confirm, is your Windows device on the same internet connection as the other devices that you mention? If you're on a different internet connection, it'd be helpful if you could try connecting to the same one as your other devices to see if that helps.

 

Further, does this also occur if you use a WiFi connection?

 

Any details, including the exact version of the Spotify app you're on would be very helpful.

 

@nwilcox - it'd be really helpful if you could let us know what device(s) this is happening on as well as the exact version of Spotify you're on.

 

We'll be keeping an eye out for your replies, thanks!