topic Re: Desktop app not working in Desktop (Windows)

Desktop app not working

iashelford — Tue, 16 Jun 2020 14:21:35 GMT

Hi,

I'm having trouble with my Spotify app on Windows 10, on both my work and home PCs, since January 2020.

I've been on to Spotify Help via Twitter and we've gone through all the reset, reinstall, run as administrator options but still no luck.

The app behaves in such a way that as soon as you start up the computer it should load automatically, which it seems to do, but then it locks up and exits. I've seen this behaviour on two Windows 10 machines. I can use Spotify on the web and on my Samsung Galaxy S6, iPad without issue.

Would anyone have any suggestions for things I can try?

Waiting in anticipation, thanks in advance.

Ian

Re: Desktop app not working

Elena — Thu, 18 Jun 2020 08:20:01 GMT

Hey there @iashelford

Thanks for reaching out to the Community about this.

We'd recommend restarting your computer in safe mode with networking enabled (usually accessible by pressing F8 during boot-up).

Then you'll need to delete all files containing Spotify with the steps here before downloading and installing Spotify from the Windows Apps store.

Keep us posted on how it goes and don't hesitate to get back to us if you have any more questions!

Re: Desktop app not working

iashelford — Thu, 18 Jun 2020 12:41:42 GMT

Hi there

I've tried the steps as you advise many times, I'm afraid it still doesn't load once reinstalled from the App Store.

Is there anything else I can try please?

Thanks again for your help.

Ian

Re: Desktop app not working

Elena — Thu, 18 Jun 2020 14:10:19 GMT

Thanks for getting back to us @iashelford!

Just to double check, do you get the same behavior even when your computer is in Safe Mode?

We'll also recommend trying to disable hardware acceleration:

Click Edit in the menu bar. Select Preferences.
Scroll down and uncheck Hardware acceleration.
Restart Spotify.
That didn’t work either? Try to run Spotify in Compatibility Mode:
Click File > Exit.

Let us know if this makes any difference for you!

Re: Desktop app not working

iashelford — Thu, 18 Jun 2020 15:27:00 GMT

Thanks for the continued advice. I have uninstalled the MS Store Spotify app and reinstalled in Safe Mode using the Spotify downloader. In normal Windows 10 I try to load the app and see the splash screen to login/register but then it hangs and I cannot do anything else before it crashes and eventually exits. I am unable to get to the Edit menu as per your last instructions. Is there anything else I can try?:)

Thanks again

Ian

Re: Desktop app not working

iashelford — Thu, 18 Jun 2020 15:29:24 GMT

I forgot to add that I tried compatibility mode in Windows 8 and 7 but still no joy.

Ian