Ipad app not loading

[Serjo]

Plan

Premium

Country

Itali

Device

Ipad 5th generation

Operating System

Ipados 16.7.16

My Question or Issue

It’s about a week that when i start the app it simply can’t load the home scree and it says ‘Si è verificato un errore. Riprova’ (There has been an issue. Retry?).

Obviously retrying, even multiple times, does not solve the issue.

Even loading account information is very very very slow.

App is unusable.
Please fix it since I’m paying for literally nothing.

TY.

[OscarDC · Accepted solution]

Hey @Serjo,

Thank you for reaching out to the Community and welcome. 

There was a reported issue with the Home screen similar to what you mentioned (but on desktop) recently set as Fixed. So in this case, we'd first recommend following the 3 steps mentioned in the main thread to see if it makes any difference: 

• restart the app and/or your device
• try logging out and signing back in
• perform a clean reinstall of the app

If the issue persists, would you mind trying on a different device (using your own account) to see if the Home screen loads properly?

Lastly, include in your next response the Spotify version you're currently running to continue investigating the case.

We'll be on the lookout. 

[april73marq]

Hello,

I'm experiencing the exact same issue. For about a week now, the app has been unable to load the home screen and constantly shows the message "Si è verificato un errore. Riprova." Retrying multiple times doesn't help at all. Even basic account information takes an extremely long time to load, making the app practically unusable. Since this is a paid service, it's very frustrating to be unable to access the features I'm paying for. Please investigate and resolve this issue as soon as possible, or provide an update on what's causing the problem and when a fix can be expected.

[Vasil]

Hey @april73marq,

Thank you for letting us know about this and sorry to see you've been affected as well.

If you haven't already, I'd suggest you first go over the troubleshooting steps, mentioned above by @OscarDC. Should the issue remain after this, let us know what your device model is, as well as its OS version and your Spotify app version.

We'll be on the lookout for your reply 🙂

[Serjo]

Ok I uninstalled and reinstalled the app.

It seems to work now.

Solved for the time being.

[OscarDC]

Hey @Serjo,

Thank you for keeping in contact. 

We're glad to know that everything is working fine now. We appreciate the time you took following the process and sharing your resolution.

In case you need anything else, remember that we're just a post away.

Cheers!

[Serjo]

Update.
Problem is actually not solved.

After a couple of day the ipad app started again not loading the home screen.

I just rebooted the device and it seemed to work fine.

Another couple of days and again it didnt start the same exact way it originally did.

Rebooting didnt solve it this time and thus i had to uninstall, reboot, reinstall and now it works.
I’m not a tech but it seems quite clear that it is a problem with cache management on the app side, which is unsolved at its roots, something which started to happen with some of the most recent app updates.
Obviously I cant keep on uninstalling and reinstalling the app once a week can I?

Please fix it.Ty

[AlejaR]

Hey there @Serjo,

Thanks for keeping us in the loop.

In this case, we'd recommend you disable the Background App Refresh option for Spotify. To do it, go to the device settings> General> Background App Refresh. Locate Spotify there and make sure to turn it off. 

If issues persist, we'd suggest you disable the Canvas and the Other videos feature. To do it, open Spotify settings> Content and display> Videos and Canvas. Toggle those options off and try for the coming days to see if you notice any difference.

Lastly, and just to confirm, have you noticed any issues while using other streaming apps?
 

We'll be around!