App Freezing

[user-removed]

iPhone 5S. iOS 10.1

Spotify 6.8.0.3786
Premium Account

Spotify is freezing on startup. When it does manage to start correctly, I am able to listen to 1 song, on offline or online mode, and then it completely freezes. It also prevents me from going to other apps until after the Spotify app shuts down by itself. I've cleaned my phone, leaving enough space for my offline playlists, and reinstalled the app, but the issue persists

[crematedman · Accepted solution]

@user-removed hey there, thanks for reaching out,

these are some steps to identify (and hopefully solve) the issue:

• uninstall the app, restart your device(s) and then re-install.
• next, you can sign out of all devices here.
• clear the cache for the app.
• try listening on a different device to see if the same problem occurs.
• try logging in from a different internet connection.
• try logging in with your username instead (if you didn't create your account with facebook)

let me know how you go!

[user-removed · Accepted solution]

Hi @crematedman.

 This solved it. This is the process i used.

1. Uninstalled Spotify, and signed out of ALL devices. The issue was only present on my phone. However 
2. Cleared some data on my phone (Here's how i did it: MacWorld - How to clean out your iPhone's memory)
3. UPDATED iOS to 10.1.1, which counts as restarting the phone.
4. Reinstalled Spotify.
5. Played for 5 minutes on cellular data. Switched to home network. No problems.
6. Finally, played my offline playlists, without cellular or WiFi. Everything seems to be in order.

Thank you!

[crematedman]

@user-removed glad to hear it helped - your response is greatly appreciated too!

let me know if you need help with anything else ^_^

[fridaamanda]

Hi! I had the same issue and following your steps helped. Thanks! 

[crematedman]

@fridaamanda awesome!! happy listening ^_^

[fridaamanda]

Well actually... it worked once, and then the problem returned. 

I have tried:

1. Restoring iPhone and doing a clean install of Spotify from App Store on phone - same issue

2. Deleting App via Settings on phone, reinstalling via Mac - same issue

I'm in contact with Spotify Cares on Facebook but they haven't found a solution yet, so reaching out to the Spotify community... could it be a bug with iPhone 5 + iOS 10? 

It's so sad! Just got Premium and deleted all my iTunes music! Now all I have to listen to is that darn U2 album you can't delete. 

[crematedman]

@fridaamanda we're making progress! i would suggest uninstalling, using an app like battery doctor to clean the cache, then waiting at least half an hour, restarting your device, and then re-installing over a different connection.

in the meantime, log out on all devices and remove all offline devices

thanks for your continued patience.

[juliynacho]

Hello! I have the same issue.

1. Spotify versions and OS: Spotify 6.8.0.3786 / OS iOS 10.1.1
2. What you've tried: uninstalled the app, restarted my devices and then re-installed. Also I restarted and resetted my router.
   I dont have any restrictions on my network settings that are blocking the use of Spotify because it works in my Lenovo laptop.
3. If it happens on a different WiFi network: it doesnt happen on a different WiFi network.
4. If you get any error messages: I dont have any error messages. It just crashes and close.
5. Where you're located: Im in Argentina.
6. My ISP is Fibertel.

A solution would be nice Spotify, as right now my solution is switching my subscription to another music streaming service.

Julieta

[user-removed]

Hello, I just subcribed to spotify premium. I installed on my desktop, my very old ipad, my new ipad air and my iphone 6. It works just fine and does not crash on my desktop and on my old ipad. It is ridiculously unstable and crashes almosts immediately on my iphone and ipad air. Yes my iOS is updated, yes I've installed and reinstalled, signed in and out, rebooted etc etc. None of this works. I note that I had been using rhapsody/napster for music streaming and NEVER had any of these problems. This does not speak well for Spotify.

[crematedman]

Hey there, sorry to hear you're having issues as well.

Can I confirm if you're only having the issue via WiFi? If so, reset their router. 

Let me know how you go!

[user-removed]

I'm back to update on the situation. After a couple of days the issue is back. It is not as drastic as it was when I first posted here, but i'm still unable to stream or play offline. The Spotify app crashes and then force quits after a couple of minutes of playing. Since I've used up all other options, and my subscription is prepaid, I'm gonna go with a hard reset and see what that solution yields.

It's worth noting the issue appeared BEFORE i updated to iOS 10.1.1, and reemerged AFTER I did the update. If anything, the issue lies either with the Spotify app or my hardware, and not with iOS or my ISP, since offline streaming will also crash the App. If the issue is still there after resetting the phone, Spotify will have to check into their last update.

[crematedman]

@user-removed @user-removed hey there guys (and girls?), 

Thanks for the heads up. It sounds to me like there may have been an error syncing  tracks offline. Let's reset offline devices - this will remove all offline tracks synced to your devices. 

To do this, just head to https://www.spotify.com/account/offline-devices/.

Once done, reinstall Spotify. This should help. If still having trouble after this, let us know 🙂 

[user-removed]

That may be the problem. Apparently, although I only use my phone for offline playing, my account had 3 offline devices logged, which probably meant it wasn't updating devices properly. I've removed all offline devices from my account and reinstalled Spotify.

I've also reached my country's Spotify Cares to let them know of the issue and see if there's anything they can do.

I'll log back in a couple of hours to let you know if something's changed.

Thanks for all the help!!

[user-removed]

I have no offline devices or tracks so this does not seem plausible.

[crematedman]

@user-removed assuming you've tried all the steps relevant to you, i'd suggest you reach out to spotify directly here or @SpotifyCares on Facebook or Twitter.

If you let them know as much as you can about your problem - your operating system, spotify version, how you're connecting (i.e. wifi), how long you've had this issue, and the steps you've taken to resolve it - they can have a look on their end and sort this out ASAP.

Thanks for your patience.

[NewNoirChaos]

Hey! I'm back.

So i reached Spotify Cares. I went through the usual process when dealing with this sort of issues: Reboot, Log Out, Log In, Uninstall, Reinstall. None of this worked, as the issue persisted.

Later, they offered to let me use a couple of official test accounts. When using the app while logged to this apps, the app was stable and reliable. It didn't freeze or crash a single time. However, when I logged back into MY account, the problem reappeared. It became clear the problem was/is with my account, so they asked me to make a new account, and offered to transfer my prepaid Premium subscription to the new account.

So I did, on Sunday. My Premium was transferred to the new account on Monday morning, along with all my playlists. I downloaded my usual offline playlists, and Everything ran smoothly for about two days. On Wednesday morning, the App became unstable again, this time on the new account I made specifically to bypass this issue. I've reached Spotify Cares again to see what may be causing the issue, which, as of this moment, seems to be with the account logged in the app, and not with either the hardware or the app itself.

I know this thread is getting long, but I'll keep updating as maybe we will reach a permanent solution for everyone.

[crematedman]

@NewNoirChaos Thanks for coming back to us and posting your progress.

Keep in touch as things develop ^_^