Geschichte stoppt und fängt wieder von vorne an

[NadiaMing22]

Wenn meine Tochter eine Geschichte hört, stoppt diese plötzlich und springt wieder an den Anfang. Dann wird sie wieder von Anfang an abgespielt. Das wiederholt sich immer wieder. Was können wir tun, damit die Geschichte von Anfang bis Ende abgespielt wird?

[Maria]

Hey there,

Thanks for reaching out! Hope you don't mind us replying in English, as it's the official language on the Community 🙂

We'd love to help, we just need a bit more info on what's happening from your end.

Have you noticed if playback stops and restarts at any specific points, or if it happens when listening to a particular track? Also, does this happen on all devices that your daughter uses - for example both on mobile & on desktop? Should it happen only when using the desktop app, as an example, it's worth trying a clean reinstall. 

If your daughter is using a speaker or headphones when this occurs, it's worth trying to play the track without connecting to the external speaker/device, just to see if you notice any difference.

Let us know how you get on!

[NadiaMing22]

Hallo Maria

danke für die Antwort. Kein Problem, dass du auf Englisch schreibst, danke Übersetzung 🙂

Hier ein paar zusätzliche Infos:

Das Hörbuch stoppt immer an verschiedenen Stellen, springt dann aber immer zum 1. Titel retour, wenn dieses Problem auftritt. Meine Tochter hört nur am Handy, manchmal mit Kopfhörern oder Box, meistens ohne. Da können wir keinen Unterschied feststellen. 

Danke für deine Hilfe.

[Maria]

Hey @NadiaMing22,

Thanks for the reply and all additional info - we appreciate it!

Just to confirm, did your daughter try a clean reinstall of the Spotify app on her phone? This will clear any stored & damaged cache which may cause app issues, as well as ensure that she's running the latest version.

If possible, it's also worth trying another internet connection. For example, if she's currently using 4G/5G, she can try connecting to WiFi.

Should the issue persist, it would be great if you could send us a link to one or two of the tracks she's experiencing issues with. It would also be helpful to know the make & model of her phone, along with the OS version.

Keep us posted!