Personalized playlist covers not loading in the app

[Lyubka]

Hey folks, 

We've been receiving reports where the cover art for the Spotify created Mood, Decade and Genre mixes doesn't load on the mobile app, however, it does load for Artist mixes and other playlists. This is being investigated by our teams. 

[selroh18]

The playlists in the "Your top mixes" section of the Android app homepage are not displaying the cover images which give the name of the mix. Instead, they're showing the placeholder music image. All the other playlists are showing the cover images correctly (such as "Made for you", "Popular Radio", "Hot Right Now", etc.). There is no problem on Desktop. I've tried uninstalling and reinstalling the app but the issue persists.

[Joan]

Hi @selroh18 

Thanks for reaching out. Try performing a clean reinstall if you haven't, that can help fix a multitude of issues. If that doesn't help, could you please provide us the following:

• The exact model, Android Version and Spotify Version of the affected device
• When did this start happening?
• How does it look on the web player?
• Screenshots of the behaviour

With this information, we’d be happy to investigate.

Keep us posted.

[Dada5000]

Exact same problem here, but it's also happening on Web Player and PC besides Android.

[Alex]

Hi there @Dada5000 

Thanks for the post.

Can you please provide us with the info that @Joan asked for so we can investigate further? Please include the OS you're using, and the Spotify version of the PC app, and what browser this is happening on when using the Web Player.

Cheers.

[user-removed]

This has been happening to me for the last two weeks. Support (escalations) has been diabolical and they seem to have closed the ticket fault now. I've been through everything they advised and your social media team. Support - what support!

 

[user-removed]

Just to add this has been on android and iOS but android is worse. Android version 8.8.10 & 8.8.12.537 and iOS 8.8.10.698. Using android 13, Google pixel 7 pro 128gb and iPad Pro 10.5, iOS 16.2. 

[Dada5000]

Happening on every OS, Spotify version and browser. Seems to be related to my account.

[Alex]

Hi folks,

Thanks for the replies.

Our tech teams are currently investigating why this is affecting users. @user-removed thanks for the details.

@Dada5000 could you please let us know your device info:

• Device model + OS version
• Spotify app version
• Screenshot of how things look on your end

This info is very helpful for our tech teams, as it's easier to find which devices are affected in general.

Cheers.

[Dada5000]

POCO X3 Pro - MIUI 13.0.4.0

Spotify version 8.8.4.518

 

[Lyubka]

Hey folks,

Thanks for reporting this issue to us.

We’ve passed your info on to the relevant team, who are currently looking into it.

If you’re experiencing this issue, make sure to click +VOTE and Subscribe to the thread to be notified of any developments.

Could you also make sure to provide us with the following info, if you haven’t already:

• your device make, model  + OS version;
• the exact Spotify version you're currently running;
• troubleshooting methods that you've tried;
• screenshots or a short video of the issue.

Thanks! We’ll keep you posted and let you know as soon as we have any updates on this.