Samsung Music app stopped working

[phbair]

I've had my S9+ for less than two weeks; but in that time, the Samsung Music app has stopped working. A few days ago, it began rapidly cycling through tracks whenever play was selected. No music played, and after quickly cycling through about a dozen tracks, it just stopped in pause mode. This happens whether I'm on shuffle or not, and whether I'm playing songs, albums, always. I've tried problem solving with Samsung Chat, including performing a factory reset, to no avail. The support specialist said it must be a "hardware problem," and recommended I mail the phone to Samsung. I'm about to uninstall and find a different musicmusi. Any ideas? 

If it can't be easily repaired, is be interested in recommendations for a different free music app.

[MrZell]

@phbair, Thank you for reaching out to us, We would be happy to assist further. Does this still occur when the device is in safe mode?

[phbair]

Yes, that was tried

[MrZell]

@phbair, Thank you for confirming that information. Can you send me a private message with the below information here: http://bit.ly/2GH8URL


First and Last Name:
Property Address:
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Alternate phone Number:
(15) Digit IMEI Number:
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[MrZell]

Did you download the music from a computer to your device? What tab are you using inside of Samsung music?

[phbair]

The music files are on an external SD card. Almost all were filed there when the card was being used on Galaxy S5, my former phone. The card is now being used on my S9 Plus, where it worked fine with the app until a few days ago. I usually use the TRACKS tab on shuffle when I listen, but the behavior occurs on other tabs, as well, and when not on shuffle.

[MrZell]

Have you downloaded any other third party applications since this has began? Have you tried using the SD card in another device?

[phbair]

Hard to say conclusively, since this is a changeover from an older phone to a brand new one. Nothing new since factory reset, for sure.

[phbair]

I actually had to put the card back into the S5 in order to decrypt it. That worked fine, and it is now encrypted in the S9.

[MrZell]

Glad to hear that worked out fine for you, Are you still experiencing the symptoms?