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Original topic:

S9 Plus crackling / stuttering audio

(Topic created on: 12-03-2018 01:06 PM)
Allegroman
Journeyman
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Galaxy S9 Series

I got the S9 Plus on Friday (SM-G965F UK version) but there seems to be an issue with audio playback. In both Spotify and Google Play Music, when playing tracks there is occasional stuttering / stalling / crackling of the sound. It does this every so often and on the worst occasion the sound actually jammed on a particular tone for a good 2 seconds and then, when it unfroze, the playback sped up as if to make up for the lost seconds before resuming normally. I did the OTA firmware update that came out Saturday but it's made no difference.

Has anyone else experienced this?

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AntS
Moderator
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Galaxy S9 Series

Hi @Allegroman. :robothappy:

 

Is the sound okay apart on those two apps? If so, have you had a check for updates to the affected apps, or cleared the data and cache from them through the Application Manager? Settings > Apps > All apps > (the relevant app) > Storage > Clear Cache, Clear Data.

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Allegroman
Journeyman
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Galaxy S9 Series

Hi @AntS

 

I found what the problem is and it's pretty much what you said about cached data.  When I got the S9+, I put my 128GB SD card in from my old phone, which had 4.5GB of downloaded Spotify playlists on it.  Spotify was actually re-using those files from the old phone.  I used the "Delete cache and saved data" option in Spotify settings to remove them, and re-downloaded the playlists I wanted, and now it's fine!  There must have been something it wasn't quite happy about with those files that was causing the whole phone to stall/stutter.  Before I deleted the files I'd found that closing Spotify allowed Play Music to play sound correctly, so just having Spotify in the background but not actually playing anything was causing stalling that was interfering with Play Music.  Play Music itself wasn't even using the SD card for its data, it was using internal storage.

 

Really pleased to have it sorted and working, as I'm loving the phone!

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Jake9000
First Poster
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Galaxy S9 Series

I resolved my issue! And here's how:
*(Backup all of your data first.)


STEP BY STEP IN THIS ORDER:

- Make sure NONE of your Spotify playlists have the download option checked.
- Remove the Micro SD card from the phone.
- Power off the phone.
- Perform a factory reset/wipe of the device by holding down the Bixby and Volume Up button + the power button and navigating the menu to perform a factory reset.
- Reboot the phone.
- DO NOT SYNC APPS! Sync gmail or Samsung accounts, but do not re-sync ANY apps.

 

----------
The problem is resolved at this point, but here's what I did afterward to ensure Spotify would work normally:

----------

 

-  Insert the Micro SD card into a desktop computer and copy everything to the computer's hard drive.

- Format the Micro SD card. This will wipe EVERYTHING from the card and create a fresh new Micro SD card without any previously stored data.


**Do NOT put the Micro CD card back into your phone for the next few steps**


- On your Galaxy S9+, record a video of something with sound. (Mine was just me saying, "This is a crackling speaker video test. Hello!")

- Playback the video to make sure no crackling is heard. (It should play perfectly.)
- Install a fresh new version of the Spotify app on your galaxy S9+ and log into your account as you normally would.

- Play some songs from Spotify. (I did this all day long with no crackling whatsoever. Brilliant!) Go back and forth between your test video and Spotify to make sure no crackling is heard.

 

- Now go back to your desktop and copy any specific video or audio files from your desktop back onto the newly formatted Micro SD Card that you'd like, but do NOT copy and paste ALL.

- Insert the Micro SD card back into your phone and play the test video and some songs from Spotify to make sure there is still no crackling sound.

- Install a fresh new version of any previous app you want directly from the app store ONE AT A TIME and re-do the video and Spotify tests after each new app is installed. If the phone starts crackling during any of the tests, you may have found which app was causing the problem, and you can permanently delete it.

 

 

I hope that helps. I went through two different S9+ phones and many hours of troubleshooting to figure this out. It was a nightmare, but I believe the problem stemmed from Spotify and some old data on the micro SD card I used.

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Solution
AntS
Moderator
Moderator
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Galaxy S9 Series

Hi @Allegroman. :robothappy:

 

Is the sound okay apart on those two apps? If so, have you had a check for updates to the affected apps, or cleared the data and cache from them through the Application Manager? Settings > Apps > All apps > (the relevant app) > Storage > Clear Cache, Clear Data.

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Solution
Allegroman
Journeyman
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Galaxy S9 Series

Hi @AntS

 

I found what the problem is and it's pretty much what you said about cached data.  When I got the S9+, I put my 128GB SD card in from my old phone, which had 4.5GB of downloaded Spotify playlists on it.  Spotify was actually re-using those files from the old phone.  I used the "Delete cache and saved data" option in Spotify settings to remove them, and re-downloaded the playlists I wanted, and now it's fine!  There must have been something it wasn't quite happy about with those files that was causing the whole phone to stall/stutter.  Before I deleted the files I'd found that closing Spotify allowed Play Music to play sound correctly, so just having Spotify in the background but not actually playing anything was causing stalling that was interfering with Play Music.  Play Music itself wasn't even using the SD card for its data, it was using internal storage.

 

Really pleased to have it sorted and working, as I'm loving the phone!

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AntS
Moderator
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Galaxy S9 Series

Glad to hear! Great stuff @Allegroman! Thanks for getting back to us with that. :robothappy:

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wadecb
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Galaxy S9 Series

I'm glad you got yours resolved. I have the same problem and unfortunately mine is not resolved. I started this separate thread since this one is fixed.

 

I have cleared cache/data and check latest version of all relevant apps (Netflix, Youtube, Youtube TV, Amazon Video), but I still get the problem.

 

Possibly mine is a hardware issue just for my phone. I think I need to return my phone and ask for a replacement, unless anyone else has a better idea?

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Allegroman
Journeyman
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Galaxy S9 Series

Have you tried doing a factory data reset of the phone?  (Last resort only obviously, as it will wipe your apps and data!)

 

Do you have a micro SD card inserted?

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wadecb
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Galaxy S9 Series

I have not tried a factory reset yet. but that is a good suggestion because it is better than waiting for a replacement. I will try it tomorrow.

 

I am using a micro SD card. The same card was also used on my old S8+ but I have reformatted it after inserting in my S9+. Should I try without the SD card?

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Allegroman
Journeyman
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Galaxy S9 Series

Yes definitely worth trying without the SD card.  You never know what the OS might be doing with it in the background.

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wadecb
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Galaxy S9 Series

Thanks I will try tomorrow and let you know

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wadecb
First Poster
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Galaxy S9 Series

I have found that setting the Performance Mode to Entertainment helps a little bit. The video is no where near as smooth as my old S8+ and can still shakey, but it's a bit better

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