Spotify shows "offline" even when connected to Wifi or mobile data

Submitted by Tomhanks on ‎2018-07-21 12:04 AM

I have a Samsung s8 active and my Spotify account will tell me I'm in offline mode and won't search for songs or load albums, even though I'm not in offline mode and I am connected to Wifi. I've tried disconnecting from Wifi and using Mobile Data, I've used different Wifi, I've uninstalled and reinstalled the app, restarted my phone and only in the latter two did I get it to work again, but that only works for a little bit and then I'm "in offline mode" again. Surprisingly, I can access all of my playlists and play any song on them with Wifi or mobile data connection. I also deleted my cache and have no playlists saved to my phone, and changed my storage to my SD Card. Still, my mobile Spotify app will not let me search anything or load any albums, artists, or songs, except for ones already in my playlists, which aren't even downloaded or saved to my phone. It's really frustrating to not be able to search songs, artists, or albums without having to restart my phone every hour or two. Keep in mind that every other app on my phone loads fine when connected to wifi.

 

Plan: Premium

Country: USA

Device: Samsung S8 Active

Operating System: Android 8.0.0

 

Hey folks!

 

We really appreciate your patience so far. We're still looking into this, and are gathering info. 

 

First of all, there's a new version of the app available for Android devices. We'd recommend performing a clean reinstall of the app following the steps here (including removing any duplicate offline devices listed here beforehand) to make sure you're on that latest version. 

 

If, after that, you're still having troubles even when you're online, please check the following:

  • If you’re using a data connection, check you have enough data allowance and that your carrier settings are properly set up. Feel free to check with your mobile carrier.
  • If you're using WiFi, check a different WiFi connection. 
  • Spotify is set as an exception for any battery-saving or cache-clearing apps.
  • Offline Mode is turned off. 

If the issue persists after that, make sure to click +VOTE and let us know the following:

  • Your device and its operating system version/number
  • Spotify version you end up with
  • More specific info. Does this happen with both WiFi and mobile data? Is it only momentarily, or when you're located in a specific place? Is it never working and always shows that you're offline? 

If you'd like, you can also post a screenshot with what you see when you're connected to a WiFi connection. You can also try the suggestion @kkingdanielxd posted: "If you have any AdBlocker installed on your device, try to disable it, restart your phone and open the Spotify app."

 

The more info and examples we get, the better. We'll keep you updated here as soon as we have news.

 

Thanks!

See more ideas labeled with:
Status: Under investigation

Related Issues

Comments
Killerbrony
Killerbrony
Newbie
‎2018-03-20 05:24 PM

The android app is claiming I don't have internet access, on wifi and on mobile data. I have tried clearing the cache, clearing the app data, and reistalling the app entirely, none of which fixed the problem. I am unable to load anything on home screen of the app, the search function works but all albums and artists do not open. But all the songs I have liked and added to a playlist still play and they are not installed, the browse function works fully as well. For reference I have an LG G2, an old phone I am aware. I am paying for premium. This problem has been a problem since I updated the app two weeks ago. The app is as up to date as the playstore has for my phone.

Screenshot_2018-03-20-13-22-03.png
Screenshot_2018-03-20-13-21-48.png
Screenshot_2018-03-20-13-21-33.png
JulianDavid
JulianDavid
Roadie
‎2018-03-22 03:11 PM
Status changed to: Need more info

Hi @Killerbrony, welcome to the Spotify Community!

 

In this case, we'd like you to log out from your account, restart your device and access your account again. Are you able to use the Radio feature after that?

 

If the problem continues, let us the exact model of the device, the operating system, and version of Spotify you're currently using.

 

Keep us posted.

csteahly
csteahly
Newbie
‎2018-03-28 05:14 PM

Hi KillerBrony,

 

This issue may also be caused by having 'cellular data' turned off. I have had the same problem with an iPhone, but maybe it is applicable to Androids. Just a thought!

Alfredo
Alfredo
Roadie
‎2018-03-30 01:33 AM

Thanks for the info @csteahly!

 

@Killerbrony Are there any updates about this issue? Were you able to try restarting your device and loggin out and back into your Spotify account as suggested?

 

Keep us in the loop.

Sallypauline
Sallypauline
Visitor
‎2018-07-11 05:18 AM

Plan

Premium

Country

 USA

Device

(Samsung Galaxy 9)

Operating System

(Android Oreo, Windows 10,etc.)

 

My Question or Issue

 I just switched from iPhone to android and the spotify app is certainly not working to my satisfaction. I have 2 issues that I can't seem to figure out on my own; first problem is when I press the browse section on the app the loading circle appears but that's it, I've watched it for 3 minutes without change. Second problem is when I go to search for a song/artist/podcast that I do not have not downloaded results in "no offline results found" how can I fix that? 

     In both cases I am connected to wifi and have several bars of cellular.

Loxer
Rock Star 14
Rock Star 14
‎2018-07-11 09:08 AM

Hey, thanks for reaching out.

I know it sounds simple, but it's often overlooked. Could you try restarting your device? If that doesn't help, try a quick clean reinstallation of the app. Just follow the steps here.

If you're still having trouble, could you let me know the exact version of Spotify and the exact version of the operating system you're running?

I'll see what I can suggest!

Sallypauline
Sallypauline
Visitor
‎2018-07-11 06:31 PM
That worked, I restarted the phone and I was able to both open the browse and search songs/artists/podcasts with wifi. but I’m still not able to search songs/artists/podcasts without being connected to the wifi, how do I make spotify available offline (using cellular data/data usage)?

thank you

Sallypauline
Sallypauline
Visitor
‎2018-07-11 06:34 PM

I was able to run the app offline.

Erica17nichole
Erica17nichole
Newbie
‎2018-07-15 04:56 AM

Premium

Device

Samsung Galaxy 8

 

My Question or Issue

For about a month now I have been unable to search for new music. It only searches within my already downloaded music and says I'm offline. I am NOT in offline mode, I have full internet connection, I have a premium account, and I am NOT logged in through Facebook.

 

I have already tried the solutions that I've found here. I checked for updates, I cleared the app data, cleared cache, uninstalled and reinstalled the app, and created a new password. Every solution I've tried only works for a day or so before it randomly goes back to saying I'm offline for searches.

 

It still has the home screen that has all of the different playlists to browse through and discover new music and everything, so that part of the app is still online. I just can't do any of my own searches. 

ShadowCellist
ShadowCellist
Casual Listener
‎2018-07-16 05:16 PM

 

There is a setting that gives you the choice to use cellular data. It eats up your data easily so be weary!