Off-line music list of tracks partially erased

[ID25841849]

Plan

Free/Premium

Country

México

Device

(iPhone 12)

Operating System

iOS 16.5.1

Hello. Seems that in the community forum there are several complains about this issue since long time ago (i have seen posts from 2018, 19, etc) with not a real review from spotify. I am having the same issue. I downloaded music to reproduce off-line for some playlists and the day after some of the songs in the playlist appear as gray (not available off-line) and some other green (available on line) then, i have to download it again and it is really disgusting since been premium suppose to have off-line music available when you want. No one of the options showed in the post really works and/or are the cause of this issue: No more than 3 off-line devices (can not find the option by the way), connected daily (no issue 30 days no connection), app reinstalled and updated, enough device memory and tracks are still available (just need to be downloaded again). We need a real review and answer on this issue from Spotify to fix the constant removal of downloaded tracks in the app. So Premium is not a real option

[OscarDC]

Hey @ID25841849,

Thank you for reaching out to the Community and welcome.

When you download content from your Premium account, it's not stored as an audio file, but as some cache info so the app can recognize it and play it without a network connection. However, some cache-cleaning apps or battery-saving processes on the device may damage those files and affect the availability of the tracks.

We understand you’ve already tried some troubleshooting steps including reinstalling, but to be sure that all residual cache was deleted - did you use the steps for a clean reinstall mentioned in this article?

Also, if you have apps for optimizing storage, speed boosters or battery savers on your device, since they may interfere with the proper behavior of the downloaded content, we'd recommend not using those apps, or excluding all Spotify-related files from them.

Hope this helps. If anything else comes up, don't hesitate to ask. 

[ID25841849]

Hello Oscar, i tried again the clear reinstall (twice) and i wait a couple of days to see results however the issue remains the same. No cache-cleaning apps or battery-saving processes active as you commented. 

[ID25841849]

Is there another option to fix the issue?

[AlejaR]

Hey there @ID25841849,

Thanks for your reply and for the info shared. 

We'd like to add some insights here. We can confirm that this is expected: personalized mixes (such as the ones we can see on the screenshots you kindly sent us) update often, in other words, the tracks in the playlist change over time. When these playlists update, new songs are added and if the playlists in question are set to be downloaded, those news tracks are automatically added to the content downloaded.

Nevertheless, if perhaps you've set the tracks to be downloaded only when your device is connected to WiFi, the new tracks added to those playlists won't be downloaded automatically. In that scenario, if you're using your cellular data, you'll see the new tracks as not downloaded and they'll not be connected until you connect to Wifi again.

If this is your case and you notice this is only happening on the personalized playlists, we'd like you to know another user had a similar request, so they posted an idea about it here. We’d suggest adding your vote and subscribing to the idea to get notified as soon as we have any updates to share. We understand where you're coming from and we really appreciate the time you took to let us know about it.

If you have issues with the playlists you've created as well, it'd be really helpful if you let us know, so we can investigate further.
 

Hope this clears things up. Keep us in the loop!