Podcast (with video) Error loading, cannot play

[plsfixurapp]

Plan

Premium

Country

Device

(iPhone XS)

Operating System

(iOS 18.3, latest Spotify version on 27/2/2025)

My Question or Issue

My podcast (with video) is not loading and keep showing this A problem occured while loading, and a Session ID. Please fix, its very annoying and I have to play this on Youtube with ads

Also, the audio plays fine in the Safari browser.

[Vasil]

Hey @plsfixurapp,

Thanks for reaching out!

Does this issue appear only with this podcast episode or with other episodes/ podcasts as well? 

It sounds to me like this might have something to do with your app's cached data. 
To verify if this is the case, try removing it by following the steps from this link.

In case the issue persists after this, you can take things a step further and go for a complete clean reinstall of the app as shown here.
This will remove all Spotify-related data and hopefully resolve the issue. In case it doesn't though, we'd like to ask you to check these further questions:

• Does the issue appear with a different internet connection?
• Does it occur with a different account on the same device?
• Does it occur with your account on a different mobile device?

Hope this helps! We'll be on the lookout for your reply 🙂

[plsfixurapp]

Hi,

The issue is still not resolved

I have tried both clearing the app cached data in the link, and the clean reinstall of the app, both did not work.

Device

(iPhone XS)

Operating System

(iOS 18.5, latest Spotify version on 26/5/2025: Version 9.0.36.556)

Does this issue appear only with this podcast episode or with other episodes/ podcasts as well?

> The issue only appears for podcasts with videos, audio-only podcasts load fine.

> Yes, the issue occured while trying to load another video podcast (my first time ever playing this for testing)

https://open.spotify.com/episode/2v1e8rgxRixzbK5AzW8l4J?si=ZkpX5HGaSly2aOBa-j1PuQ

Here is the photo error:

• Does the issue appear with a different internet connection?
  > Yes, wifi and mobile data has this issue
• Does it occur with a different account on the same device?
  > Did not try a different account, i only have 1 account
• Does it occur with your account on a different mobile device?
  > No, playing this on an Android device (Samsung A34 5G) can load the podcast OKAY

Please fix.

Thanks

[OscarDC]

Hey @plsfixurapp,

Thank you for keeping in contact and for the info shared.

To make sure this is not device related, since you don't have another account to test it out, it would be great if you could have someone log in with their account on your device - such as a friend or a family member, to see if the issue persists. As another option. you can also create a new one with a different email just for testing purposes.

Also, since there's a new version of the app, would you mind updating your app to its latest version? You can do this by following the steps mentioned in this article.

We'll be waiting for your response. 

[plsfixurapp]

hi,

thank you for your suggestion for trying to use another account

miraculously, trying on a dummy account worked! (my old account with no premium)

it loads the video podcast just fine!

but when i log out, and log back in to my original account, the same video podcast cannot load again!

this is truly strange, can you please look into this? is this an account problem?

[Dessi]

Hey @plsfixurapp,

Thanks for checking!

This really does seem like an account issue, so we'd recommend using your old account if you're up to it. We know it might be a bit time-consuming, but you can transfer your playlists and artists and users you follow to it with the help of this guide. 

When it comes to your subscription, you mentioned having a Premium plan and if you're the one paying for it, you can cancel it and wait for your account to revert to the free version before re-subscribing on the other one. In case you're part of a Family or Duo plan, you should be able to leave it from your account page -> Manage  your plan or simply ask the plan owner to remove you from it and the switch to free should be immediate. Then they'll need to send you a new invite so you'll be able to join on your other account.

Hope this helps.