topic Re: Desktop app vs Web player with Alexa in Desktop (Windows)

Desktop app vs Web player with Alexa

waces — Tue, 22 Dec 2020 07:15:16 GMT

Plan

Premium

Country

Ireland

Device

Various

Operating System

Various

My Question or Issue

Have 2 Android Echo Dot with linked Spotify premium accounts connected. When I want to change the playback device in the desktop app one of the dots seems unavailable. However in the same time from browser session the dot seems available.

Yes, latest version of everything. Logoff logon performed, etc.

Re: Desktop app vs Web player with Alexa

Mihail — Wed, 23 Dec 2020 08:03:58 GMT

Hey @waces,

Thanks for reaching out to the Community.

We're sorry to hear that you're having issues with your Echo Dot devices. We recommend that you give the following steps a go:

Unlink your Spotify account from the Alexa app.
Perform a clean reinstall of both the Spotify and Alexa apps. You can find instructions on how to do this for Spotify here.
Link both accounts anew. This Support page can help.

If that doesn't do the trick, it's worthwhile to perform a clean reinstall of both the Spotify and Alexa apps. That way possible damaged files that may cause such connectivity issues will get removed. You can find instructions on how to do this for Spotify here.

Hope this helps. Keep us posted on how it goes.

Re: Desktop app vs Web player with Alexa

waces — Wed, 23 Dec 2020 08:27:00 GMT

Unlink/relink doesn't matter (however it's not related with the linking as in the web player works fine)

Clean install performed, nothing changed (also not related with Alexa as the issue is with Spotify)

Relinink done, issue is the same. Not appearing as connectable in the desktop app or in the mobile, however can be connected from webplayer

Re: Desktop app vs Web player with Alexa

Mihail — Wed, 23 Dec 2020 08:42:35 GMT

Hey @waces,

Thanks for getting back to us.

Just to make sure that we're on the same page- you reinstalled the Alexa app as well, right? We recommend to carry out this step if you haven't to make sure that the app integrity isn't compromised.

If that's the case, have you tried fully powering of and unplugging your devices? This is a simple but often overlooked step. We recommend also restarting your router and if possible test out the connection also with another network - perhaps a mobile hotspot could be a convenient solution?

Keep us posted! We'll be happy to lend a hand if you need more help.

Re: Desktop app vs Web player with Alexa

waces — Wed, 23 Dec 2020 08:49:48 GMT

Alexa cannot be uninstalled from Echo devices, so no, was not uninstalled/reinstalled (and not relevant in this case). The device works fine with other account.
The network not relevant as well (see mobile app have the same issue). Echo device was rebooted but that's also not relevant as above (works fine with other account).
Same issue with tethered mobile hotspot.

Re: Desktop app vs Web player with Alexa

Mihail — Wed, 23 Dec 2020 09:05:14 GMT

Hey @waces,

Thanks for your post.

If the connection works fine with another account, it would indicate that the issues you're having stem from your account. In that case we recommend that you create a new one with a different email here. You can then follow these steps on how to transfer your music collection so that nothing gets lost.

Hope this helps. We'll be here if you have any questions.

Re: Desktop app vs Web player with Alexa

waces — Wed, 23 Dec 2020 09:32:32 GMT

thanks will give it a try however really don't think that's a solution (creating new accounts each and every time doesn't looks a good approach). I'm more interested about the root cause. If it's acocunt realted then the problem must exists in the web player as well however it works fine in the web based player with no issues.

And one sidenote. If i select "Everywhere" (=all echo dots) in the desktop app it plays perfectly on both.