topic Re: webplayer loses connection and can't reconnect in Other (Podcasts, Partners, etc.)

webplayer loses connection and can't reconnect

Bob_K — Tue, 24 Nov 2015 19:52:38 GMT

i use the webplayer (logged in with a facebook account) in firefox v42 on a win7 home premium 64bit pc. my problem is that the player plays a song, sometimes 2, and then reports that it cannot connect to spotify.

i can then see how it skips through the rest of the songs in the playlist while i am unable to click anything. when i refresh the page i am able to play songs again for a couple of minutes before the error shows up again.

i have no problem with the webplayer on my laptop though (32bit vista, v42 firefox). the only difference to my pc is that i connect to the internet wirelessly and that i also have the desktop app installed.

does anybody have an idea what might be the problem and how i can fix it?

Re: webplayer loses connection and can't reconnect

jean3601 — Wed, 25 Nov 2015 10:49:58 GMT

Hey @Bob_K, Welcome to the community! 🙂

Have you tried clearing your browsers cache? also have you tried running it in incognito mode?

You can use this guide to assist you in using a incognito window 🙂

I hope this helped! 🙂

Re: webplayer loses connection and can't reconnect

Bob_K — Wed, 25 Nov 2015 19:12:55 GMT

Hi @jean3601, thanks for your reply.
Clearing the cache unfortunately didn't solve the problem. I tried to run it in incognito mode, but wasn't able to log in with my facebook account. When I click the 'log in with facebook' button, the animation with the three dots after facebook starts, but the facebook log in window doesn't pop up.

Re: webplayer loses connection and can't reconnect

jean3601 — Thu, 26 Nov 2015 11:54:32 GMT

@Bob_K

Could you try using a different browser? Does this fix your issue?

Re: webplayer loses connection and can't reconnect

Theberge43 — Thu, 26 Nov 2015 15:44:54 GMT

I'm having similat issues ... Incognito mode does not fix the issue.

Why is it so hard to get Chrome to stream the Web layer correctly ?

Re: webplayer loses connection and can't reconnect

jean3601 — Fri, 27 Nov 2015 09:35:32 GMT

Hey guys

I've escalated this issue to Spotify, hopefully well get an answer soon 🙂

Re: webplayer loses connection and can't reconnect

Bob_K — Fri, 27 Nov 2015 17:49:39 GMT

I solved my incognito mode facebook login problem (had to disable firefox's tracking prevention feature). However, as Theberge43 said, the initial problem persists also in incognito mode.

Re: webplayer loses connection and can't reconnect

Pete — Fri, 04 Dec 2015 09:18:24 GMT

Hey guys,

Just to follow up here, are you still having trouble with this? Let me know how you're getting on.

Re: webplayer loses connection and can't reconnect

flöehe — Fri, 04 Dec 2015 09:29:15 GMT

jep, its sill an issue, for me atleast

Re: webplayer loses connection and can't reconnect

Bob_K — Sat, 05 Dec 2015 20:40:41 GMT

Yeah, unfortunately I'm still having trouble with it too.

Re: webplayer loses connection and can't reconnect

KatesHere — Tue, 08 Dec 2015 23:45:18 GMT

Hey!
I seem to have the same problem. However when I try logging in from the same computer (windows 7, 64-bit) with the Chrome browser it works perfectly. It's Mozilla that has the issue. Could there be a bug with the browser that blocks connecting through FB?
K

Re: webplayer loses connection and can't reconnect

KatesHere — Wed, 09 Dec 2015 00:24:31 GMT

Update-
This is resolved when I disable the tracking protection by Firefox for this session. But the song's quality is not as should be and they freeze frequently...

Edited to add screenshot:

Re: webplayer loses connection and can't reconnect

Pricilla — Thu, 17 Dec 2015 15:31:03 GMT

Hey guys,

Just following up again. Are you still experiencing the same issue?

If so, please let us know the following:

- Device

- Operating system/version

- Spotify version

- Browsers already tried

- Have you checked for any firewall or antivirus that could be blocking Spotify?

We'll take a closer look.

Thanks!

Re: webplayer loses connection and can't reconnect

Bob_K — Thu, 17 Dec 2015 19:45:01 GMT

Yes, I'm on a desktop pc with 64bit Win7 Home Premium SP1 using Firefox V43. No antivirus or firewall warnings are issued when the connection is lost.

Re: webplayer loses connection and can't reconnect

jean3601 — Sat, 23 Jan 2016 11:37:00 GMT

Hey @Bob_K

Are you still experiencing the issue?

Re: webplayer loses connection and can't reconnect

Bob_K — Fri, 29 Jan 2016 17:34:31 GMT

Hey Jean!

Yes, unfortunately I still get disconnected.

Re: webplayer loses connection and can't reconnect

jean3601 — Sun, 31 Jan 2016 12:38:58 GMT

@Bob_K

Could you try using chrome?

Does this solve the issue?

Re: webplayer loses connection and can't reconnect

user-removed — Sun, 31 Jan 2016 15:02:40 GMT

Since today I have this problem too. Before that I had and still have this problem :

https://community.spotify.com/t5/Help-Desktop-Linux-Windows-Web/Spotify-don-t-care-of-their-users-Web-player-quot-hang-quot/td-p/1260802

https://community.spotify.com/t5/Help-Desktop-Linux-Windows-Web/Web-Player-Pause-During-Playback-and-Skipping-to-Next-Track/m-p/1275218

Re: webplayer loses connection and can't reconnect

Bob_K — Mon, 01 Feb 2016 19:12:05 GMT

I installed a wlan adapter in my pc and switched to a wireless internet connection. For some reason that seems to have solved the problem. At least I am no longer being disconnected.