Canvas not working on iOS 17.4.1, app version 8.9.36.597

[intoawovenbraid]

Canvas doesn't seem to be working properly since the last update. I've uninstalled and reinstalled the app, signed in and out multiple times, cleared my cache, changed from cellular to WiFi and vice versa, but the issue still persists. Has anyone else had this happen to them, or is it just me?

[AlejaR]

Hey @intoawovenbraid,

Thanks for posting in the Community and welcome.

There are a couple of things you could try:

• Check if there is a more recent version of the app available to install. You can check this by going to the App Store. If yes, install the new version to see if this continues to happen.
• Perform a clean reinstall of the app. By doing that, the app can be up-to-date, and you can make sure the cache is not leading to this inconvenience. You can see the steps for a clean reinstall here.

It's important to bear in mind that not all songs contain Canvas. If this behavior should persist after the steps above, we'd like to gather further details:

• Would you mind adding more details about the behavior you've noticed? What did you mean when you mentioned the canvas is not working properly? Send us as many details as possible. 
• Does this happen on a different mobile device? It'd be awesome if you could check. You can ask for the mobile device of a relative or a friend to open your account there and check.

Keep us in the loop!

[intoawovenbraid]

I've gone through literally every possible troubleshooting step, and it still isn't working. Mainly, for songs that do have Canvas, I have to close Spotify and reopen it again for them to show up. I've tried and checked everything: uninstalled and reinstalled, gone from WiFi to cellular and vice versa, trying another account. My WiFi and cellular are fine and I don't have any VPNs or any other settings enabled.

I'm on an iPhone 15 Pro Max on the latest iOS and Spotify app version.

[AlejaR]

Hey there @intoawovenbraid,

Thanks for your reply and for the info shared.

In this case, we'd recommend you:

• Make sure Data Saver is OFF. To do it, tap your profile image at the top left of the app> Setting and Privacy> Data saver. 
• Go to Playback, to make sure Canvas is ON. If yes, turn it off and then on again. After that, close the app (even in the background) and open it to see if you notice any difference. 

On another note, there are a couple of things we'd like to double-check:

• Since you mentioned you've tried opening another account on your device, does this happen there as well?
• Please send us the exact Spotify version you are running on the affected device.
• As mentioned above, does this happen on a different mobile device? It'd be awesome if you could check. You can ask for the mobile device of a relative or a friend to open your account there and check.

Please send us all the following info, so we can investigate further.

We'll be on the lookout!

[intoawovenbraid]

I've checked and there's nothing wrong with my settings. For the other things, it does happen on other accounts/test accounts. I'm on app version 8.9.38.455 and it happens on other devices too.

[Susan_GP]

Hi there @intoawovenbraid,

Thanks for the info provided.

Go to your device's settings (not Spotify) and make sure you don't have any Data Saver/Low Data Mode option enabled. 

Now just to confirm, apologies if it sounds repetitive, Canvas is not working for you from any account with any device, correct? 

If you have the chance, check with another user who has Spotify and ask them if they're having issues with Canvas from their device. If not, could you try logging in with your account on their device and check? It can be a relative or friend's device.

We'll be here.

[intoawovenbraid]

My settings are fine; Data Saver isn't on. And yes, Canvas isn't working for me on any account on any device. I went ahead and tried a friend's device and they're having the same issue.

[Susan_GP]

Hi @intoawovenbraid,

Thanks for taking the time to check and try out our recommendations.

We understand that Canvas doesn't work, but if you restart the app it starts working. So we can better understand how things look from your end, could you send us a video recording of this behavior? You can attach it in your next reply in mp4 format, or you can also upload it to YouTube or Google Drive and make it public, so we can visualize it.

On another note, we haven't been able to reproduce the behavior from our end, so in case we have to report the situation, we'd need more reports from users experiencing the same issue. If possible, I'd be helpful if the other users you know are having issues with Canvas let us know in this thread.

We'll be here!

[intoawovenbraid]

Here's the link to a video: https://drive.google.com/file/d/1jDPz7gGMuCFGsZ2dQbK_iT87gwDUkoi6/view?usp=sharing

[MihailY]

Hey @intoawovenbraid,

Thanks for the video.

We've tested again on our end with a few more devices and accounts, but still couldn't reproduce the issue. Can you please have your friend(s) post their device details in this thread (device model, OS version and Spotify version) so we can narrow down the possible cause?

Cheers,