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Original topic:

S9 Plus crackling / stuttering audio

(Topic created on: 01-04-2018 07:53 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?

30 REPLIES 30
Jake9000
First Poster
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Galaxy S9 Series

My wife and I both pre-ordered the S9+ and I've had this issue for a couple of weeks now. My wife's phone is fine. I first noticed the issue when we watched a video that we had just recorded of ourselves. Crackling distortion off the charts!! Restarting the phone helps for awhile, but the problem continues.

I even swapped out my phone at a Sprint store just in time for the 14 day exchange program, and the new phone I got still crackles. I looked around online and deleted apps, but this is the first time I've seen this thread about this happening on the S9+, and I also have an old SD card with pre-existing Spotify files. So I just did the delete cache and will see how it works. I have old photos and video on my SD card from my old Galaxy S7 edge. I wonder if I should transfer the files out and re-format the SD card?

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wadecb
First Poster
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Galaxy S9 Series

Thanks for the reply! I'm at my wits end!

 

Nothing I did with the storage card helped. Even when completely removed the storage card and wiped data for the relevant apps, I saw no improvement. The only improvement I found was by setting performance mode to entertainment, but still it is very shakey and no where near as smooth as my old S8+.

 

It is valuable to know that your wife's one works without issue. This at least sheds some light that it seems to be device specific. I'm going to call TMobile and ask for a replacement. I'll let you know the outcome ...

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Solution
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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mahzian
First Poster
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Galaxy S9 Series

I just upgraded from an S7 to an S9 and noticed this happening to me on Spotify. I tried clearing the cache but that didn't work but the following steps have stopped it happening for me:

  • Go to settings>device management>battery
  • In umonitored apps at the bottom, make sure that spotify is still listed
  • If it isn't, tap "add apps" at the bottom and add spotify.
wadecb
First Poster
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Galaxy S9 Series

Hi mahzian, I set it to Unmonitored in Device Management/Battery. It has been a few days now and I did notice an improvement. It's still not as good as my old S8+, but it is better. Thanks for letting me know.

 

FYI I raised this with Samsung who sent me to uBreakiFix who were not able to fix. TMobile then gave me a replacement S9+, which had the same problem. If I'd known about Unmonitored I probably wouldn't have gone through all this hassle :smiling-face:

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LuvGermanCars
First Poster
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Galaxy S9 Series

I too am having this same issue but when listening to music on the SoundCloud app. My phone details below.

 

Galaxy S9+

Model: SM-G965U

Carrier: T-Mobile USA

Build Date: March 2018

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McDefault
First Poster
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Galaxy S9 Series

How is this a solution. Your phone should work correctly without having to factory reset it. I want my apps from my previous phone too.

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tbone200311
First Poster
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Galaxy S9 Series

I'm having the same problem I can seem to fix.please can a update happen to fix this

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McDefault
First Poster
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Galaxy S9 Series

I found an easy fix.

 

1. Delete Spotify 

2. Remove sd card and delete all app data from it. (Not sure if this is required or not)

3. Install Spotify

4. Put sd back in.

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kjmac1980
First Poster
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Galaxy S9 Series

Hi guys,

I've recently started having this issue also.

I don't use Spotify and I don't have an sd card installed. 

Any help would be great.

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