user: Hey I can't play any song by in the app. OP5. I have already un installed and deleted the cache.
agent: Hey Jorge! That doesn't sound good. Just to check, are you getting any error messages? A screenshot can be handy /AU
user: Not really, I click on a song and it just stays stuck. If I'm playing another song it stops and nothing plays afterwards.
agent: Can you try restarting your device, then log out and back in? While you're at it, what Android and Spotify versions are you using? /AU
user: I have already restarted and logged out and it didn't work. The android version is 7.1.1 and the app version is 8.4.22.857.
agent: Hmm. Is this only happening via 3G/4G, or is it the same with WiFi? Keep us posted /NY
user: It is the same with 4G and with wifi.
agent: Got it. Does restarting your connection help at all? Also, are you getting the same result when you try using a different device? /NY
user: Restarting the connection didn't help. I tried it on my laptop and the songs are playing there.
agent: Thanks for the info. Best thing to try here is a reinstall. Just follow the steps at
user: Hi, I just updated the app version in my laptop and the songs are not playing there anymore. It says: The song is not available. If you have the file on your computer you can import it. I am paying premium by the way.
agent: Thanks for giving it a try. Can you DM us your account's email address or username? We'd like to check further /RK

Customer is complaining that they are unable to play any songs in the app OP5 and they have already uninstalled and deleted the cache. After several try agent requests.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: Hey I can't play any song by in the app. OP5. I have already un installed and deleted the cache.
agent: Hey Jorge! That doesn't sound good. Just to check, are you getting any error messages? A screenshot can be handy /AU
user: Not really, I click on a song and it just stays stuck. If I'm playing another song it stops and nothing plays afterwards.
agent: Can you try restarting your device, then log out and back in? While you're at it, what Android and Spotify versions are you using? /AU
user: I have already restarted and logged out and it didn't work. The android version is 7.1.1 and the app version is 8.4.22.857.
agent: Hmm. Is this only happening via 3G/4G, or is it the same with WiFi? Keep us posted /NY
user: It is the same with 4G and with wifi.
agent: Got it. Does restarting your connection help at all? Also, are you getting the same result when you try using a different device? /NY
user: Restarting the connection didn't help. I tried it on my laptop and the songs are playing there.
agent: Thanks for the info. Best thing to try here is a reinstall. Just follow the steps at
user: Hi, I just updated the app version in my laptop and the songs are not playing there anymore. It says: The song is not available. If you have the file on your computer you can import it. I am paying premium by the way.
agent: Thanks for giving it a try. Can you DM us your account's email address or username? We'd like to check further /RK

### Response:
Customer is complaining that they are unable to play any songs in the app OP5 and they have already uninstalled and deleted the cache. After several try agent requests.