Feedback Request: iOS Offline Issues

[Rorey]

Hello everyone! Spotify here.

We are looking into customer reports about issues with offlined playlists on iOS devices (music which is downloaded to your phone so you can play without an internet connection). Our investigation shows that some folks might have experienced some issues with this so we were hoping you could answer some questions to help us diagnose the problem.

1. Have you made a playlist available offline which you could not play without any internet connection?

2. Have you made a playlist available offline which constantly downloads when you start Spotify?

Thanks,

Team Spotify

[Ajay1234]

I'm having this issue as well.
I have a few playlists which have successfully synced offline, only for them to then grey out a few weeks in. Therefore requiring me to actually delete the Spotify app and redownload and re-sync the playlists again just to get the offline mode to start working again.

Before I get advised to check my storage, I can confirm this is definitely not an issue, I have over 30gb free. And I can also confirm I hold the £10 account so should be getting the service.

I have also noticed that this issue has been going on for years by reading through some of these threads, so really surprised that spotify have not come up with a solution yet.

[Niceinuk]

I am also having the same issue. I'm premium user and the only reason I upgraded to the paid app was so I can listen to my playlists while travelling but to no avail!! It takes hours (yes hours!) to download 890 songs and every time I sign out or change devise I have to re-download all over again! I'm so frustrated by it I'm considering cancelling my monthly fee!

[Tiffaine]

Hi ive had premium account for a few months nw. All of my songs were avaliable in offline mode at one point, over the last month or so everytime i close the spotify app the green arrow next to the songs in my playlist disappears and im unable to listen to them in offline mode until i download them again and now today i cant download any of my songs and listen to them in offline mode. which means im constantly streaming my music. if i wanted to constantly stream music and be charged i would use youtube instead of paying for spotify premium every month.

I have tried signing in and out of my account, deleting and reinstalling the app and i have 5GB of storage on my phone i cant seem to find any answers to my problem.

[Govis]

Spotify better hope that Beats doesn't integrate well with existing owned/iTunes music, they're going to lose a lot of iOS customers.  This lack of consistent offline syncing is infuriating.  

[erin-devereaux]

#1 applies to me. 

I have an iPhone 5c -- I have one playlist set to offline and it's only syncing a few songs to my phone but the entire playlist won't work offline. I've tried to look into solutions via spotify on the computer, but nothing seems to work. It all works when I have the data or wifi linked.

[ReeCube]

I'm premium-user since a few days. The first impression was amazing. However after a few days I'm not so happy anymore.

I'm traveling 3h everyday and want to listen my music in my car. Unfortunately I can just download 200MB with mobile data per month.

So streaming is no option, but Spotify has this amazing offline feature. I've downloaded some playlists at home with my Wifi. Worked as expected.

But for several days now, my Spotify app is crashing the whole time and this is very annoying.

There are multiple crashes:

• direct on start of the application
• direct on start of a playlist
• while playing a playlist

I have an iPhone 6 with iOS 8.1.2 and the newest Spotify version.

Can you please try to make the Spotify-App bulletproof with try-catch or whatever? Would be very nice!

[piper123]

After the latest update to Spotify on my iPhone 5c, I am having a ton of trouble making a playlist available offline when I am connected any Wi-Fi network or even celluar data. I will usually disable the use of cellular data, but even after allowing it, none of my new playlists will download. I have tried  swiping the app off my screen and re-starting it, rebooting the phone, etc, but to no avail. I make sure that the app remains open and my screen unlocked. I can play the playlist through Wi-Fi or cellular data just fine, but it will only download a song or two at a time, if any at all if i choose to make that playlist available offline. Please fix soon! I hate not being able to have my new music when i am at work and at home (since i get really bad service).

Thanks!

[Jsutt86]

I am having the same problem with my playlists off online,  i used 9.8 gigs streaming last month and i only have 10 gigs a month to use,
Why is there a problem with some of these songs? i have an iphone 6 and all updated and pay for premium.  
why does it stop syncing when it comes across a song that it cant put offline? and why is the song unavailable ? that was available in the 1st place?

[Jconra]

I have already reported more than once, but the offline issue persists here as well. When syncing the offline songs with my laptop everything seems fine, it seems to finalize the sync. But when I am out of reach of the same wifi network my laptop is on, I suddenly 'lost' hundreds of offline songs. It is getting really annoying since I am paying for Premium...

[arave]

the best solution is to unsubscribe and don't use spotify apps anymore.

[piper123]

Oh trust me I've thought about that. Why pay $10/month for an app that doesn't do the only thing I subscribed to it in the first place for. Plus you'd think there would be a way for premium users to open a support ticket or at least a way to directly contact someone about problems.

[simonsteamyhead]

I have used spotify premium for 2 years for online and offline playlists across many platforms including iPod touch/IPhone 4/5/5s/nexus7/iPod mini/IPod air and MacBook.I personally have NEVER had any technical issues or problems.It has revolutionised my music listening.I'm sorry for your problem with spotify and imagine trawling the net for answers must make it seem that spotify is shoddy and problematic for many many users.I would just say that this is not the case for me and my many friends and hope that you DO resolve your issues and are able to appreciate the incredible freedom Spotify enables for listening and discovering new music.

[ReeCube]

Dear Spotify,

today I quit my premium-abo.

I'm really sad about you, because I loved the idea to listen music with a flatrate (offline on my mobile phone).

But the iOS-App crashes the whole time, today I had 5 crashes!!!

Restarting the App while driving is not a good idea, so I couldn't listen to my music!

Reliability and quality are more important than features in any case.

Maybe I'll try it again after some time but until then I won't recommend Spotify to anyone...

[piper123]

I have used Spotify since the month it was initially launched. I have never had any major issues until this last update. When i pay over $120 a year for an app, I expect a way to contact the developer directly in order to report a problem. There is no way for me to open up a trouble ticket about all the issues i have been having. The only reason i use Spotify is for the ability to play my offline playlists since i spend more time in areas were i dont get enough service to stream music. If the one feature i use doesnt work, whats the point in paying $10 a month when i have no idea when a resolution will be offered??

[MattSuda]

@piper123 

Support tickets can be opened here:

https://www.spotify.com/about-us/contact/contact-spotify-support/

If you get an automated reply email telling you to check the help section or the community, you need to reply back to it.

Support usually replies within 24-48 hours.

You can also tweet to @SpotifyCares on Twitter for help.

[Jconra]

@Matt: Thanks for the tip. I have created a ticket. Will report here is a fix is done.

@piper123: I totally agree with you. Only thing is, even if cancelling your subscription may seem the wisest thing to do, it is not a soluton to the problem. I still have hope Spotify will come up with one.

@simonsteamyhead: Very noce that you have never experienced any offline problems. Unfortunately, some (a lot?) of us do. And it seems that Spotify is not exactly hurrying to find a solution. But I keep up hope!

[Ajay1234]

I shouldn't be paying £10 a month for a false service. If Spotify cannot come up with a solution, then they should stop false advertising and saying that they offer a service which clearly doesn't work and they do not know how to solve. Just asking for what I am paying for.

[Jsutt86]

gee that was helpful.

[Sanom4]

Hello, there's  problem with local files, when i minimize spotify while playing local files, spotify crashes -_-

[mendomaid]

 For the first week everything worked fine.  Now every album or song that I save disappears from my music after about 10 minutes even if I save it for offline listening.  I figured out that if I download an album and then immediately disable my internet connection that the album will remain for me to listen to offline, but it disappears as soon as I reconnect.  All of the music that was saved and downloaded prior to the beginning of the problem seem to be unaffected, and the problem does not seem to apply to playlists at all. This problem is annoying, time consuming, and costly because I am being charged data charges for downloads that disappear. I am operating with a iPod Touch 5Gen with all of the latest updates and 22.2GB of free space reserved just for music, and the latest version of the app.  

I am new to Spotify and immediately joined as a premium subscriber.  Today, because of failure of Spotify to provide their advertised services and because of Spotifys unorganized and unhelpful customer representative department, I have cancelled my premium subscription.