Abuse ticket

[Lasse24]

Why do I get the following message when trying ro access Spotify web page? "Abuse ticket created trying to request www.spotify.com from IPxxxx"

[Maxim]

Hey @Lasse24,

Can you try it in another browser please?

Let me know how it goes.

[Lasse24]

I have tried both Safari and Chrome; same problem and same message.

[Maxim]

Can you try it while being connected to a different internet connection?

Let me know how it goes!

[Lasse24]

Hi Maxim, it works if I connect with cable. As soon as I connect with WiFi again I get the same problem. I also tried swithing to my guest WiFi, but same problem there.

[Maxim]

This may be an issue related to your router. Can you create a personal wifi hotspot via your phone and then connect to your phone's wifi hotspot to see if it still works?

[Lasse24]

IT says "cannot connect because Safari could no get a safe connection". In Chrome IT says "SSL connection error". All other pages works fine. All other Macs and iPhones works fine. IT is only one older Mac that have this problem

[Maxim]

Can you please post screenshots of the error messages?

Also, can you restart your router to see if it makes any difference?

Let me know how it goes.

[Lasse24]

Restart did not work:(
Screenshot attached

[Maxim]

Are you using some kind of VPN/Proxy?

[Lasse24]

No proxy or VPN. The strange thing is that it is only one Mac behaving like this.

[Maxim]

Hmm.

• Are you able to access the Spotify app and the web player (play.spotify.com) on your Mac?
• Can you try accessing https://spotify.com in an ingocnito window?
• Are you having this issue on any other .com websites?
• Do you have any active firewalls or permissions that could be blocking Spotify's website?

[Lasse24]

Q1: No, same message
Q2: No, same message
Q3: No problem on other .com sites or any other sites
Q4: No firewalls/permissions
I think it is time to give up, thank you very much for your support!! It seems to me that Spotify have blocked me (or the IP) from the website for some reason......?

[Maxim]

Thanks for letting me know. I don't think that Spotify has blocked your IP address as you are still able to access the site on your other devices.

I'll get back to you soon with the next troubleshooting steps. Hopefully we'll get this fixed 🙂

[Maxim]

Hey @Lasse24,

Thanks for your patience while I was awaiting a reply from the Spotify team.

1. Can you let me know if you're using a work or home device?
2. Is the device's firmware up to date? If so, can you post the current version name/number?

Also, it'd be great if you can download the Spotify app again and check if it works in there or not: https://www.spotify.com/download/

Thanks!

[Lasse24]

Hi Maxim,
It is a home device.
I am using Mac OS 10.7.5 on a Mac Book Pro that is a few years old. It is not possible to upgrade it.
The app on my iPhone works fine, no problems there. I cannot download anything from Spotify to my Mac because I am blocked.
Thanks for your support!

[Maxim]

Have you tried cleaning your browser's cache and cookies yet?

Cleaning your device's cache might help, too.

For Chrome, click Chrome > Clear Browsing Data.

For Safari, Click Safari in the upper left hand side of your screen. In the menu that appears, click Preferences.

In the window that appears, click the Privacy tab. Click the button Remove All Website Data....

Click Remove Now in the pop up window that appears.

[Maxim]

Hey @Lasse24,

I haven't heard from you in a while so I was wondering if you still need help with this?

If you do, can you let me know the name of your internet provider? You could reach out to them as well and make them check there's nothing that would be blocking permissions to Spotify.

Let me know. 🙂 Thanks!