topic Re: Desktop App and Web Player not working in Desktop (Windows)

Desktop App and Web Player not working

RobGG — Thu, 13 May 2021 08:00:24 GMT

Plan

Premium

Country

Device

Dell Latitude 7300

Operating System

Windows 10

My Question or Issue

Neither the desktop app or web player are loading for me. I have tried completely uninstalling the player and reinstalling from fresh exe files, and there is no change.

I am able to play from my 'liked playlists' on the left hand pane but no other screens will load:

I have version 1.1.58.820.g2ae50076-a installed.

On the Web player I just get a black screen with nothing loading at all!

Re: Desktop App and Web Player not working

Jeremy — Fri, 14 May 2021 11:20:24 GMT

Hi there @RobGG,

Thank you for your post here in the Community. We're happy to help.

Can you log in with a different account on the device - such as a friend's or a family member's to see if the issue persist?

Just to confirm, does this happen on a different device as well?

We'll keep an eye out for your reply.

Take care!

Re: Desktop App and Web Player not working

RobGG — Fri, 14 May 2021 13:12:23 GMT

Hi Jeremy

I have tried logging in with my wifes account and the problem still persists (on both web and desktop players).

It is only this device that is effected, the app works fully on my phone.

Rob

Re: Desktop App and Web Player not working

Mihail — Fri, 14 May 2021 13:56:33 GMT

Hey @RobGG,

Thanks for getting back to us.

This would indicate an issue related to that specific device setup. Just to make sure that we're on the same page - have you tried a clean reinstall of the Spotify app on your device? We recommend the steps in that guide, as they’re very thorough and make sure no damaged leftover files remain. These changes tend to solve issues like the one you're experiencing. Give your device a quick restart as well before you open the newly installed app.

If this doesn't fix things, it's a good idea to also check your host files for Spotify entries and remove any you find. Even though it was written for another topic, this page has instructions on how to do this.

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

Re: Desktop App and Web Player not working

RobGG — Mon, 17 May 2021 08:31:19 GMT

Hi Mihail

I have tried the below steps for a 'Clean Uninstall' with no luck unfortunately!

I do not have admin rights on my laptop so am unable to access the 'hosts' file on the second link. Would this also affect the desktop player?

Re: Desktop App and Web Player not working

Alex — Mon, 17 May 2021 08:39:24 GMT

Hey @RobGG,

Thanks for the reply.

If you're using a company laptop, you might want to check if Spotify is blocked by any Firewall or System administration software. Sometimes admins might place restrictions for certain networking protocols, which hinders the performance of the app.

Another this you can try is to connect to a different network and make sure you're not using any VPN.

Keep us posted on how you get on.