Roku Spotify app keeps getting stuck on ads

[Kristy17]

I use the app on my Roku all the time, and in the past six months, it keeps getting stuck on the ads. When the ad starts, it says it's playing something, but there is no sound, and the 'ad progress line' is not moving. The only way to get it to stop is by quitting the app. Sometimes, even songs get stuck, and the screen shows that something is playing, but no sound comes out, and you can't fast forward.

I would love to be a premium subscriber, but if the main way I listen to it never works, I hesitate to pay.

[Yordan]

Hi there, @Kristy17,

Thanks for reaching out!

Have you tried connecting to a different Wi-Fi network to see if the issue would persist? For example, you can create a mobile hotspot from your phone or ask a friend/relative to do so as well. If you're using a proxy/VPN, I'd suggest disabling it as well.

Let us know how it goes 👍

[Kristy17]

Yes, I have had it connected to another Wi-Fi, and the same thing is happening. As another point of information, when it is stuck, I cannot make it advance through the app on my phone either

[Vasil]

Hey @Kristy17,

Thanks for the additional info! 
I'd recommend reinstalling the app on both devices to see if that would make a difference. It's best to follow these steps for a complete clean reinstall on the mobile device.

In case the issue persists, let us know if it happens only when you're using the Roku TV or when using the phone by itself as well. 

We'd also like to ask for the firmware version of your TV. To find out what it is, navigate to the "Settings" menu, then select "System" and then "About."

Many thanks! We'll be on the lookout for your reply 🙂

[Surfero29]

Experiencing the same problem, spotify app on rocky stick 4k freezes after the 30 second add (add doesn't even show up, it's a black screen for 30 seconds) after the 30 seconds pass, nothing, i can control roky stick with phone app usially bit when this happens everything is blocked, need to close the tv, play something on my phone then open the tv again to continue playing the content on the tv app. This started to happen recently 

[Eni]

Hey there @Surfero29, 

Thanks for getting in touch about this here in the Community. 

Could you let us know if you've already tried the suggestion @Yordan and @Vasil sent above? If so, let us know how it went and make sure to send us all the info they requested. We'll take a closer look. 

We'll be on the lookout for your reply. 

[Surfero29]

I tried both solutions above, different network and uninstalling apps (both on roku and android). Same issues, only happens on roku device but since phone is connected to the same network blocks app on Android device as well. I think the communication between roku stick and phone might get interrupted and that might get the error , I'm on latest version of Android 15 on a pixel device if that helps

[Eni]

Hi there @Surfero29, 

Thanks for your reply. 

Would you mind checking if your Roku has any pending system updates? You just need to head to Settings > System > System update > Check now. If there isn't any, make sure to send us the exact Roku device model, Roku OS version (Settings >  System > About) and the current version of Spotify on Roku. 

On another note, does this happen even if you open the app directly on Roku without using your phone at all? 

Lastly, sending us a video of the issue happening would come in handy. You can attach it to your next response by using the Insert Video option in the post editor. You can also upload it to Google Drive and share the link with us (make sure the video has the permissions for anyone to see it).

Keep us posted. 

[Surfero29]

Roku stock 4k

Software version 14.5.4

Build 5949

I had to crop the video to make it 5mb, but its an endless look, after the black screen reaches 30 seconds it freezes and no matter what playlist i chose it'll relauch the "add" timer but nothing will happen unless i quit the app and relauch.

This happens whether i launch spotify via the app or gia the phone

[Yordan]

Thanks for the screen recording, @Surfero29!

Have you tried switching the network frequency to 2.4 GHz / 5 GHz as well as changing the broadcast channel in your router's settings to see if that helps?

Something else you can do is disable DHCP and alter the DNS to one of the public DNS' listed below:

• 8.8.8.8
• 8.8.4.4
• 9.9.9.9
• 1.1.1.1

Let us know how it goes 👍

[Surfero29]

There was an app update this morning and so far soo good.

I didn't change my settings since it was always working. I'm exclusively on a 5ghz network with mesh routers, 

I'll kyp if that happens again

[Eni]

Hey @Surfero29, 

Thanks for getting back in touch and letting us know. 

We're glad to know that now it's working! If it starts misbehaving again, give the steps @Yordan mentioned previously a go to see if they work for you. If you still need help, just let us know.

Cheers!