topic Re: windows app black screen in Desktop (Windows)

windows app black screen

Scarinet — Fri, 24 Sep 2021 05:09:39 GMT

Plan

Premium

Country

hong kong

Device

Operating System

windows10 pro ver.20H2

My Question or Issue

my account got hack this morning , so i log-out all driver which using my account and change my password

start spotify again balck screen like picture attached
looked for solution on community
have try :
re-installed (both win10 version & donwload from spotify website & full install from here
)
clean re-install which found here (both 3 version)
turn off hardware acceleration (even turn it on again)
restart pc
reconnect network

webplayer work as normal
Android works too

what should i do to make windows version work again?

Re: windows app black screen

Alex — Mon, 27 Sep 2021 09:56:22 GMT

Hey @Scarinet,

Thanks for reaching out and welcome on the Community!

We see that you have done a lot of troubleshooting steps already, which is a great approach. Could we ask you about your current version of the Desktop app and if the issue still around after all your efforts?

Could you try logging in with your account on another computer and check if the same issue arises there?

Hope this helps. Let us know how you get on.

Re: windows app black screen

Scarinet — Tue, 28 Sep 2021 07:24:49 GMT

version are :
1.1.55.498
1.1.68.632
fullsetup 1.1.67.586.gbb5ef64e
and the version which on microsoft store

it happen same on my second PC (1.1.67.586)

but third PC (1.1.41.634) works just like my expectations as this picture and i can do a successful login on it

Re: windows app black screen

Alex — Wed, 29 Sep 2021 07:58:39 GMT

Hey @Scarinet,

Thanks for the reply.

Can you try going to: C:\Users\*USERNAME*\AppData\Local\Spotify\Data > Delete all files you see there.

Let us know if that helped.

Re: windows app black screen

Scarinet — Wed, 29 Sep 2021 08:14:50 GMT

i cant find a folder called "Data" but other like "User Data at C:\Users\*username*\AppData\Local\Spotify

delete them one by one and try restart spotify , they will re-spawn still didnt fix
whatever i delete any one of them or all of them

Re: windows app black screen

Alex — Thu, 30 Sep 2021 08:24:16 GMT

Hey @Scarinet,

Thanks for the post and for going through this troubleshooting with us.

Something else you can try is uninstalling the Spotify app and deleting those folders in Windows Safe Mode. This should keep those folders from re-appearing.

Keep us posted on how you get on with this.

Re: windows app black screen

Scarinet — Fri, 15 Oct 2021 02:21:06 GMT

sorry for late reply ,
those file can be delete correctly ,
they only spawn when i start spotify

anyway , i try do the uninstall&reinstall thing in safe mode
it still show me same result

Re: windows app black screen

Mihail — Sat, 16 Oct 2021 10:28:08 GMT

Hey @Scarinet,

Thanks for getting back to us.

Since the last replies, we've rolled out a more recent version of the app, that introduces a couple of fixes and improvements. Would you mind running a clean reinstall once again using these steps? This will ensure that you have the latest version installed and remove any possible corrupted leftover files.

It's also a good idea to clear any Spotify entries in your host file that may exist. Even though it was written for another topic, this page has instructions on how to do this.

Let us know if that helped. We'll be on the lookout for your reply.