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

[JohnnyFJohnsson]

Hello, 

I hope someone can help me since this issue has become really annoying. I have organized all my favourite artists as playlists to quickly search and scroll through them. When the feature of saving artists and albums automatically I really loved the feature because I did not need to organize my playlists manually but have it organized automatically. 

BUT, when I select an album from my albums view for offline syncing and have the album downloaded, I cannot access the album without an internet connection. Even though the album is downloaded (green arrow) I get the three bubbles indicating that Spotify wants to access my network (which is not always available, that is why I save it for offline use), as on the pictures attached.

Is this a bug in the current version or am I doing something wrong?

Thanks for your help.

[MichaelW]

Hi there, 

Have you already tried to enable offline mode at the settings page?  

Also,  you need to have an active premium subscription to save music for offline use.

[bmc525]

I posted this exact problem yesterday.

http://community.spotify.com/t5/Help-iOS-iPhone-iPad-iPod-Touch/Offline-tracks-do-not-show-up-in-quo...

As you can see there are no answers.  This only started with the latest release of Spotify and of course there's no way to revert back to an older version.

But hey, now the album art shows up in offline mode!  Only problem is NONE OF THE SONGS DO.

Yaaaay.

[jacobr123]

I also have encountered this problem on Spotify for iOS Version 1.8.0.   Albums which I have saved and enabled for offline access can not be played in the subway. When I got to a saved & downloaded for offline album the app says "Connecting"  and won't show the album. Has happened for the past 2 days. Very irritating.  My Playlists are not effectected.

[Sealedbeak]

I'm having the same problem. Some of my offline artists/albums will show the songs but most will not. I'm using Spotify 1.8.0 on an iTouch 5G. Enabling offline mode under playback didn't seem to change anything for me.

[bmc525]

One thing I've noticed that is a temporary fix (albeit annoying and time consuming) is to connect to the service and view the Artists or Albums you would like to listen to in offline mode.  Then go into offline mode and the music should be there once you go back into said Artist or Album.  It doesn't last forever however as Artists I've viewed doing this eventually revert back to showing blank until I reconnect and do it all over again.

[JohnnyFJohnsson]

---

MichaelW schrieb:

Hi there, 

Have you already tried to enable offline mode at the settings page?  

Also,  you need to have an active premium subscription to save music for offline use.

---

Yes I have tried enabling offline mode and I am a paying premium user of Spotify. Happened since the last update of the Spotify app and was no issue until then. 

[JohnnyFJohnsson]

---

bmc525 schrieb:

One thing I've noticed that is a temporary fix (albeit annoying and time consuming) is to connect to the service and view the Artists or Albums you would like to listen to in offline mode.  Then go into offline mode and the music should be there once you go back into said Artist or Album.  It doesn't last forever however as Artists I've viewed doing this eventually revert back to showing blank until I reconnect and do it all over again.

---

Thanks for the tipp but that is no solution for real offline use 😄

[MichaelW]

Could you them get in touch with the Spotify consumer team, and include all the details about the issue,  as well as this topic?

You may get in touch with Spotify via their Twitter page (@SpotifyCares), or by following this link to send an e-mail.
If you send an e-mail, please check your inbox (and spam box) to check for their automatic reply. Once you get it, please reply to it immediatly (even if it's from an no-reply e-mail addres) to make sure an Spotify employee will get back to you as soon as possible.

[JohnnyFJohnsson]

---

MichaelW schrieb:

Could you them get in touch with the Spotify consumer team, and include all the details about the issue,  as well as this topic?

You may get in touch with Spotify via their Twitter page (@SpotifyCares), or by following this link to send an e-mail.
If you send an e-mail, please check your inbox (and spam box) to check for their automatic reply. Once you get it, please reply to it immediatly (even if it's from an no-reply e-mail addres) to make sure an Spotify employee will get back to you as soon as possible.

---

Ok I have send an request to the Spotify service team. Let's see what that brings. 

[mrpigonkow]

iPhone 6

iOS 8.0.2

Spotify 1.8.0.2444

Trying to use spotify on the subway.  If I launch spotify after I go underground, I cannot access any of my music, offline or otherwise.  The Album titles and artist titles show up, but the contents of those albums/artists is blank and the large "..." displays in the center of the screen with the small "connecting..." on the bottom.  However, if I start spotify above ground and allow it to connect to spotify's servers, and then subsequently get on the subway, I can still access all my offline music.  Basically it seems that in order for offline music to play properly, a network connection must initially be establised before heading underground, then once I'm underground everything is fine.  This seems to happen every time I launch the app, whether I've quit it or not.  Obviously frustrating.

[kserxes]

I have the exact same issue as the users in the previous two posts. When in offline mode (or without internet connection) and I start up the app I can see all my playlists, albums, artists but when selecting one of those I get an empty list (no songs) and just the loading animation and nothing happens.

When I go back online everything loads fine, so I get the list of songs accordning to what I have selected. Going offline again after that the songs remain but other lists I haven't opened while being online are still empty.

Very annoying, please fix as soon as possible.

iPhone 5s

iOS 7.1.1

Spotify 1.8.0.2444

[MiG29]

Same problem as others (I am running iOS 8.0.2 on an iPhone 5S, have plenty of storage space), I also have a Premium account.

If I attempt to play a song/album/playslist while offline, I just get the loading screen (the 3 dots) and album art is not visible. As soon as I go online, everything is fine. Now, if I start playing a playlist/album while online and then go offline, the songs will still play (sometimes I do loose the album art though). But if I were to switch to a different playlist/album, it may not play.

A restart/re-install will fix this, but only temporarily. The same issues will come back a couple of days after that.

This just HAS TO BE FIXED! There are so many people with this problem.....As most other pepole, the only reason I am paying for a Premium account is to be able to play songs offline!

[jtsurf1]

iPhone 5S

iOS 8.0.2 (12A405)

Spotify 1.8.0.2444

I am unable to play saved albums that are downloaded for offline play when I am in offline mode. I open spotify, select "Your Music" from the burger menu and tap "Albums." I see my list of albums that I have saved and the ones that have been downloaded for offline playback have a green symbol next to them. I am unable to see album artwork, the icon is the same for all, a disc symbol. When I tap on any of those albums (with the downloaded for offline playback symbol green) I do not see any track names and I just see the progress animation. It hangs there. If I switch off offline playback *and* if I have an internet connection, I can play all of the albums.

This is absolutely unacceptable. I pay $9.99 a month so that I can play music offline. Now I am paying $9.99 for only online playback. The frustration level for me is through the roof. I simply do not understand how this software could get through the QA process of a professional software company and be released to paying customers. Smells like a class action lawsuit to me.

[mikelightman]

iPhone 6+

iOS 8.0.2

Spotify 1.8.0.2444

I'm in the same boat. Everythings fine above ground and online. But once I go off, I lose access to all playlists, albums & artists as well as all album art. I can see the categories, but once I try & drill down I just get the loading screen. I can shuffle my songs, but that's a pretty weak experience. 

[Julio13]

I have problem #1.

PLEASE fix it, this is the only reason I'm paying premium service. Will I recieve any refunding.

iPhone 5c
iOS 8.02
La test spotify versión.

[pvyas27]

For the past couple of days I am unable to play my music that has been cached for offline mode as none of my artists or albums will pop up. My cached playlists and songs seem to show up though. I have deleted and installed the app three times now and have had to re-save all of my artists and playlists for offline mode, and still nothing seems to be working. I have also changed the region in my iOS settings, but this does not seem to work either. 

Device: iPhone 5S with iOS 8.0.2. 

Subscription: Spotify Premium

Any assistance is much appreciated! 

[user-removed]

I have the same issue. When I'm offline I just get the three dots when I try to play my "offline" music on my iPhone 5. It is like this constantly.

Let me know how I can help.

iPhone 5 iOS 8.0.2

[simon_fisher]

iPhone 6 plus. iOS 8.02. 40gb free. All albums and tracks saved for offline listening do not appear when offline. Just the three animated dots. Online is fine.

I have just switched to Spotify from Rdio as the android app for Rdio was not launching on my son's phone. Since switching there have been two days when I couldn't locate saved artists/albums on or offline. And now this.

Luckily I am still on the trial period. I will be heading back to Rdio, and trying to find a way to get the Android app working.

The Rdio/Sonos interface is better too.

[lizzyd]

I have been having this problem for weeks now.  I am on an i phone 4s ios 7.  On the desktop it says the playlists are available offline.  On the iphone nothing.  I've tried the internet for advice and nothing is working.  Can you help?

Lizzyd