topic Re: Liked Songs All Disappeared in Desktop in Your Library

Liked Songs All Disappeared in Desktop

jpyams — Mon, 06 Dec 2021 21:58:46 GMT

Plan

Premium

Country

United States

Device

Laptop

Operating System

Windows 10

Spotify version 1.1.73.517

My Question or Issue

My liked songs are not syncing to my laptop, nor when I like more songs do they sync to my other devices or the cloud. When I tried a clean reinstall, all my liked songs are gone, and the interface acts like I have never liked any songs. How do I get my liked songs back on my laptop?

I originally thought it had to do with my work's proxy, but now I'm seeing this behavior on my personal desktop.

Re: Liked Songs All Disappeared in Desktop

Alex — Tue, 07 Dec 2021 12:43:52 GMT

Hey @jpyams,

Thanks for the post.

We'd recommend logging out Everywhere and logging back in.

After that run a clean reinstall of the Spotify app on all your devices. Follow this guide.

The issue could be related to corrupted cache on one of your devices.

You mention that you're using a work proxy, this could be interfering with the ability of the desktop app on your work PC to sync in real time as well.

Keep us posted on how you get on.

Re: Liked Songs All Disappeared in Desktop

jpyams — Mon, 13 Dec 2021 16:28:59 GMT

Followed all those steps again, with the same result. I do not believe the proxy is the issue anymore, since only the Liked Songs are not syncing. My playlists are all there and current.

Playback syncing across devices does not work on this laptop, but I'm not concerned about that. My only problem is not having my Liked Songs.

Re: Liked Songs All Disappeared in Desktop

Mario — Tue, 14 Dec 2021 10:04:57 GMT

Hey @jpyams,

Thanks for keeping us posted on this.

Have you tried adding new songs to your Liked Songs from your PC? If yes, do they appear on your PC and on any other devices you're using?

If you want, you can try disabling the Hardware Acceleration:

Open the Spotify app and click on the three dots in the upper left corner.
Click on View and disable Hardware Acceleration.

We'd also suggest deleting the perfs file, which stores information about the account you're currently logged in to:

Go to C:\Users\%username%\AppData\Roaming\Spotify\.
Find the prefs file and delete it.
Restart Spotify and log in to your account again.

Let us know how it goes.

Cheers!

Re: Liked Songs All Disappeared in Desktop

jpyams — Tue, 14 Dec 2021 16:51:33 GMT

> Have you tried adding new songs to your Liked Songs from your PC?

Yes.

> If yes, do they appear on your PC and on any other devices you're using?

No.

I also tried your other steps. Neither disabling the hardware acceleration nor removing prefs and logging back in changed anything.

Re: Liked Songs All Disappeared in Desktop

Alex — Wed, 15 Dec 2021 07:16:25 GMT

Hey @jpyams,

Thanks for the reply.

Since you're seeing this behavior both on your personal and work laptops, you can try logging in with a different account on your devices. This way we can test if it account related at all or it's entirely network related.

You can create a free account for test purposes.

Let us know how it goes.

Re: Liked Songs All Disappeared in Desktop

jpyams — Fri, 11 Feb 2022 15:37:30 GMT

Tried creating a new account and liking a song on one device. On the laptop application I'm now getting ads, but still no liked songs.

Is there a way to escalate this to a bug report? This is a rather clear case of an issue on Spotify's end, and I really don't appreciate paying for a product that isn't working.

Re: Liked Songs All Disappeared in Desktop

jpyams — Fri, 11 Feb 2022 15:39:11 GMT

To add, this time when I logged in on the laptop application, I had to relaunch with my company's proxy information. So Spotify is working fine for the most part with the proxy, except for some reason with the liked songs.

Re: Liked Songs All Disappeared in Desktop

Yordan — Sat, 12 Feb 2022 08:44:22 GMT

Hi @jpyams!

We'd like to look further into this. Could you provide us with a screen recording which shows this behavior in action? We'll then forward it to our tech folks, so they can investigate the issue.

Could you also let us know the current versions of Spotify both on your computer and your mobile device?

Keep us posted on this.

Take care!

Re: Liked Songs All Disappeared in Desktop

jpyams — Tue, 15 Feb 2022 23:27:17 GMT

Not much to see on the laptop:

This used to be a list of the 1200 songs I liked here and elsewhere.

Spotify version

Laptop: 1.1.78.765.g5ea20b00

Phone: 8.7.4.1056

I doubt the phone version is relevant, since I see the liked songs when in the browser, too.

Re: Liked Songs All Disappeared in Desktop

Jeremy — Wed, 16 Feb 2022 12:40:50 GMT

Hi there @jpyams,

Thank you for your reply and for the troubleshooting you've done so far!

Can you provide us a screen recording of when you're liking a song on the device and then another one from the other device where it's not showing?

We'll keep an eye out for your reply.

Take care!

Re: Liked Songs All Disappeared in Desktop

jpyams — Mon, 28 Feb 2022 12:48:17 GMT

Hi Jeremy,

I'm confused as to what you are wanting as far as a screen recording. Quite literally nothing is happening, so there is no difference between a screen recording and screenshot besides file size.

Re: Liked Songs All Disappeared in Desktop

Eni — Tue, 01 Mar 2022 19:40:06 GMT

Hey there @jpyams,

Thanks for getting back to us.

Could you let us know if you're using the standalone version of Spotify or the Microsoft Store app? We suggest that you check both versions to see if that does the trick.

On another note, we'd like to know if the laptop is managed by your employer and if the issue occurs only on this laptop. Also, would you mind trying to log in to your account on a different laptop?

We'll be on the lookout.

Re: Liked Songs All Disappeared in Desktop

jpyams — Fri, 04 Mar 2022 22:28:41 GMT

Hi Eni,

I am using the version installed with the installer downloaded from Spotify's website.

I primarily see this issue on my work laptop. My personal desktop will also struggle to update the Liked Songs (it's using the Windows Store version), though that may be a separate issue. I do not see this issue on my personal laptop.

The work laptop is employer-controlled. However, the Liked Songs feature worked previously, and I have no issue with any other playlist, including ones that I have downloaded. If the employer-managed part makes a difference, it's because the Spotify application has a bug. There is no reason that Spotify should not have the Liked Songs displayed in the application here.

Are y'all not able to check user or application logs?

Re: Liked Songs All Disappeared in Desktop

jpyams — Fri, 04 Mar 2022 22:31:56 GMT

Actually, let's do this. What all do you need to replicate, test, or debug my issue? What is the standard data set that you need to get this done when users report bugs?

Re: Liked Songs All Disappeared in Desktop

Yordan — Sat, 05 Mar 2022 14:30:06 GMT

Hi @jpyams,

Thanks for your cooperation so far!

Could you try launching Spotify with no proxy to see if your liked songs will load? You can try checking the hosts file (you may need to ask an administrator to do this for you if you don't have administrator rights):

Open Notepad as an Administrator (right-click the executable > Run as Administrator).
Go to File > Open and navigate to C:\Windows\System32\drivers\etc.
Choose "All Files" instead of "Text Documents" next to the File Name box. You'll see a handful of files. Pick hosts and click on Open.
When the file is opened, you will see a block of text with # in front of each line and might see entries like 127.0.0.1 website2.com.
Check for any entries with spotify or fastly in the address. Examples may look like 0.0.0.0 weblb-wg.gslb.spotify.com or 0.0.0.0 prod.b.ssl.us-eu.fastlylb.net. If you do find any, you can delete the line.
Save your changes and restart the Spotify app.

Let us know how it goes.

Re: Liked Songs All Disappeared in Desktop

jpyams — Sat, 05 Mar 2022 15:46:09 GMT

No settings were enabled in the hosts file. Disabling the proxy for the computer changed nothing. I even changed the Spotify setting to from autodetect to No proxy and reinstalled Spotify. Still no change. The uninstall deleted the caches, otherwise I would have explicitly done that as well.

Re: Liked Songs All Disappeared in Desktop

Alex — Sun, 06 Mar 2022 13:37:02 GMT

Hey @jpyams,

Thanks for the reply.

We cannot rule out that there's not a policy setting on the work laptop that prevents the application from pinging one of our servers.

Spotify uses a module-based, decentralized server network, so different functions on the app and database parts may need to ping separate servers. The data also gets automatically redistributed through the infrastructure based on load and availability.

Unless the issue can be replicated on a non-managed device, we'll need to assume something similar to the above scenario.

The slow sync on the other devices also indicates that your data might be decentralized across multiple servers. If your library is particularly large (over 1000 songs), it most likely takes longer to fetch and sync all the data.

In this case, I'm afraid that there might not be much more we can do from our end.

Re: Liked Songs All Disappeared in Desktop

jpyams — Sun, 06 Mar 2022 15:00:31 GMT

Hi Alex,

Yes, we can rule it out by testing it. You can identify what servers I have to ping to get everything to work, and I can ping them and see if that's the issue. Given that this issue has been consistent for the last several months, the potential problem servers are probably not changing frequently.

If you are unable to debug this further, please escalate.

Re: Liked Songs All Disappeared in Desktop

Ver — Tue, 08 Mar 2022 11:57:10 GMT

Hey @jpyams,

Thanks for getting back to us.

We cannot identify which servers your instance of the app will ping, as the process is automatic, happens on-the-fly, and as mentioned - we do not own the server network. The network itself distributes traffic to available servers.

The only way to identify server connection issues is from the device itself, by tracing network traffic and even then it will be difficult to single out the server that is being pinged. It is not possible to trace network traffic remotely, so there's no one we can "escalate" your request to.

As such, we need to look at the circumstantial evidence that we have. Due to the issue being present only on the work device, we again need to assume a policy or other administrative restriction.