Samsung Galaxy S7/S7 Edge w/SD Card Offline Tracks Desyncing

[Jim]

Hey folks!

We're investigating an issue at the moment with our friends at Samsung regarding offline tracks desyncing on a Samsung Galaxy S7 Edge when using an SD Card.

In the meantime, we'd suggest following these steps;

• Reinstall
• Restarting your device
• Hold off starting Spotify for around 10-20 seconds after the system has started
• Also, make sure your firmware and Spotify version is up-to-date.

We'll update this thread when we receive any more updates from our teams.

Thanks,

Jim

[MaryC1]

Hey @Autotime, thanks for the details you've sent us on the issue. 

Could you give it a try with a different SD card? If that doesn't work, we'd recomend formatting the card not as an 'internal storage' but a 'mobile storage'.

Let us know if that works.

[Autotime]

@MaryC1

Please see above mention of using a new sd card.  

I have tried with 4 different sd cards over the last 2 months and this makes no difference.  The 3 class 10 all perform the same.   The slow sd card I have makes this issue more frequent when not encrypted.

The missing songs issue also doesnt exist in v5.2.0.885.  I went no encryption on a new card with v5.8.xx and 5.9.xx and found loss of sync songs.

I have also not cleared and cleared all my offline devices on my spotify account before testing a new sd card with no difference.

[MaryC1]

@Autotime, thanks for all your help with this.

We've gathered all the information you've sent us and reported this issue to our Devs team. 

All the best,

[Autotime]

@MaryC1

I hope you guys just buy a Galaxy S7 Edge and just try it with an Encrypted SD card.

This would certainly let you see the bug and trace the problem.  Its pretty clear that

v5.2.0.885 works on this phone without loss of tracks or desyncing or loss of account data.

v5.3.xx / 5.4.xx / 5.5.xx / 5.6.xx / 5.7.xx / 5.8.xx / 5.9.xx all encounter this issue data loss issue and 99-100% loss on reboot when SD encrypted.

I can't believe how much effort it was to communicate this is a real problem to spotify and get it taken seriously as months have now passed.

[MaryC1]

Thank you so much @Autotime!

We've passed all this info to our Devs team. Hopefully, they'll have a solution for it soon.

 Our best wishes,

[Autotime]

Hi I did that. And no success.  I tried a completely different sd card also

I got a firmware update to the Android os the other night from Samsung. 

do you know when the next spotify version is being released I'll test the next version  and see if they resolved the issue yet.

[Natalie]

Hey guys!

Sorry to hear you're still having trouble. Just to check - could you head to Settings > Apps > Spotify > Permissions > and give Spotify "Storage" permission? 

Let us know how you get on 🙂

[Zlajo1]

Hi Natalie!

Tried this, but unfortunatley it didn't help. It still moves the storage to internal every time the phone is rebooted.

[Autotime]

@Zlajo1 

Spotify says they are fixing the issue.   You can uninstall spotify and put an old spoitify v5.2.0.885 and tell google play not to update.

This has worked for myself and my friends.

I hope they correct the issue in a new software version soon

[Autotime]

Well support said that the OS patch I just got pushed by would fix the bug and that the OS and samsung firmware is the source of the issue.

Would be nice if Spotify TOOK OWNERSHIP that they made the problem in an update!

Because all the OS i had v5.2.0.885 and older works!

HERE Is the Software Info of my Phone

Android v6.0.1

Baseband G935W8VLU1APG1
KERNAL 3.18.14-8421152
Build MMB29K.G935W8VLU1APG1

So i tryed it again and again SPOTIFY fails.

FIRST REBOOT

Desync (loss of ALL songs)
   auto switched to internal storage.

SECOND REBOOT
- Doesn't even see my SD card
- restart spotify and it see the card.

Futher actions Taken to test
- Reinstall spotify
- New formatted SD card
- Login to spotify check storge is set to SD card and it is by default
- Reboot
- Lost the SD card again.

Uninstalled and back to spotify 5.2.0.885 and need to download like everything again which kills
- MY data
- MY WIFI
- AND battery during download!

SPOTIFY STOP WASTING MY TIME PRETENDING YOU ARE FIXING THE BUG YOU MADE AND BLAMING IT ON MY PHONE
AND WE ALL HAVE LIVES AND ARE NOT YOUR TESTERS
I WOULD CANCEL SPOTIFY 10x over
BUT I AM ON A 2 year Spotify Premium contract through my phone providers!!!!!