topic Re: Since today, the app crashes randomly in Desktop (Windows)

Since today, the app crashes randomly

ElimGarak72 — Mon, 10 May 2021 11:35:21 GMT

Plan

Free

Country

United Kingdom (VPN server in Italy)

Device

(PC)

Operating System

(Windows 10 64 Pro.)

My Question or Issue

Hello. Since today the app crashes randomly. It happened listening to music, podcast and even navigating.

Re: Since today, the app crashes randomly

Billy-J — Tue, 11 May 2021 03:12:17 GMT

Hey @ElimGarak72, thanks for reaching out to the Community!

Could you try restarting your device? If that doesn't help, try a clean reinstall of the app following these steps.

If you're still having trouble, let me know what device this happens on, as well as the current software version.

Let me know how this goes!

Re: Since today, the app crashes randomly

ElimGarak72 — Tue, 11 May 2021 08:14:04 GMT

Hello Billy,

first of all thank you for your help. I will try reinstalling the app.

About the version, I always keep my app updated so it's 1.1.58.820.g2ae50076-a.

Have a great day!

Re: Since today, the app crashes randomly

ElimGarak72 — Tue, 11 May 2021 10:39:23 GMT

Hello Billy,

I've tried doing as you said. It wasn't easy, because I kept getting an "error 13" every time I did try launching the installer. Eventually, I had to download the app from the Microsoft Store.
Unfortunately, it did not work. Not only it crashes randomly just as the app from the website, but it keeps stopping playing the songs after a few seconds. If I drag the slider further, sometimes it resumes playing and sometimes it says "Can't reproduce this song".
This never happened to me until last Friday. It may have something to do with the latest version (before Friday, I don't think I have used Spotify app after I did update it).
Thank you.

Re: Since today, the app crashes randomly

ElimGarak72 — Tue, 11 May 2021 10:44:22 GMT

A quick update.

It seems the app is using way too much memory (up to 750MB), too.

Re: Since today, the app crashes randomly

Billy-J — Tue, 11 May 2021 14:52:11 GMT

Hey @ElimGarak72,

Can you let me know if this happens on a different device, if possible?

If not, could you try creating a new test account on the computer and let me know if that makes a difference? You can do so here. This is so I can see if this is an account-related issue or device-related.

Keep me posted!

Re: Since today, the app crashes randomly

ElimGarak72 — Tue, 18 May 2021 08:38:40 GMT

Hello!
I'm sorry, but I did not have the time to check yet. I hope I'll be able to do that on the next weekend.

Anyway, the link you posted points to https://www.spotify.com/is-en/home/

Thank you!

Re: Since today, the app crashes randomly

Jeremy — Tue, 18 May 2021 09:44:28 GMT

Hi there @ElimGarak72,

Thank you for your reply.

No worries, take your time 🙂

Can you try to head over here and sign up?

We'll keep an eye out for your reply.

Cheers!

Re: Since today, the app crashes randomly

ElimGarak72 — Wed, 19 May 2021 09:57:30 GMT

Hello!

I have finally managed to install the same version of the app on my laptop and I have logged in with the same account. I did run the app for a couple of hours with no issues, so it must be device related.

About the link you posted, it just points to https://www.spotify.com/is-en/home/ so I'm not sure what I should do.

Thank you.

Re: Since today, the app crashes randomly

Ver — Wed, 19 May 2021 10:19:05 GMT

Hey @ElimGarak72,

Thanks for getting back to us 🙂

You can first log out from your account and then head here to create a new account to check if the the issue persists.

In case there are no changes, it's a good idea to try running the app as an administrator.

If the issue persists, you can also try running the app in a safe mode.

Keep us in the loop! We'll be right here if you have any questions.

Re: Since today, the app crashes randomly

ElimGarak72 — Wed, 19 May 2021 11:03:04 GMT

Hello again.

I've tried either in Administrator mode and creating a new account. It crashed in both cases. Honestly, running Windows in Safe mode is not a reasonable option.

I can't understand why this is happening, I've never had issues before last week.

Is there some crash log I can send you?

Thank you!
Fabio

Re: Since today, the app crashes randomly

Ver — Wed, 19 May 2021 14:15:38 GMT

Hey @ElimGarak72,

Thanks for keeping us in the loop 🙂

It sounds like this could be a device-related issue.

We'd suggest you check the hosts file with these steps.

In case the issue persists, could you send us a video recording of what you're seeing? We'll look into this further.

Let us know how it goes. If you have questions, you know where to find us.

Re: Since today, the app crashes randomly

evilpp — Wed, 19 May 2021 14:41:25 GMT

I am pretty sure this is to do with the new update... I am experiencing the same issue.

Re: Since today, the app crashes randomly

ElimGarak72 — Wed, 19 May 2021 14:45:10 GMT

Thank you again for your support.

I've checked the hosts file and it's OK. Besides, if it was a host-related issue, I wouldn't be able to access to the service at all.

I don't think I can send you a video, but the problem is quite straightforward. After a random period, the app just closes by itself. I may be playing some music or just navigating inside the app. There isn't a fixed time, but it's usually between 2 and 10 minutes after I've opened the app.

This also happens if I open the app and just leave it open on the background without using it at all (not even for playing music). After a while, I notice that it has crashed.

I thought that maybe a log file could help you understand the issue. You'll find it attached.

Regards,
Fabio Tursi

Re: Since today, the app crashes randomly

CarlosE — Wed, 19 May 2021 15:18:14 GMT

Hey @evilpp and @ElimGarak72,

Thanks for your replies.

Try heading to the app's settings and toggle the option Local Files on > toggle off all the sources that appear there > toggle Local Files back off.

Let us know if that does the trick 🙂

Re: Since today, the app crashes randomly

ElimGarak72 — Wed, 19 May 2021 16:01:42 GMT

Hi!
It seems to work. I'll stress test it and let you know. 😁
Thank you!

Re: Since today, the app crashes randomly

CarlosE — Wed, 19 May 2021 16:48:30 GMT

Hi @ElimGarak72,

Thanks for trying and keeping us posted.

We're glad to know it worked. It should also help with the high memory usage you were experiencing.

We'll be right here in case you have any questions or need a hand with anything else.

Have a good one 🙂

Re: Since today, the app crashes randomly

evilpp — Wed, 26 May 2021 03:17:31 GMT

Seems to have solved the issue. Thank you.