Lecture impossible

[Maunoir1207]

Bonjour,

J'aimerais utiliser mon compte premium au travail sur le navigateur Edge (windows 10).

Actuellement si je clique sur un titre d'une playlist, ça déclenche une lecture aléatoire et l'audio se coupe au bout de 10 sec.

Pouvez-vous svp me proposer une solution ?

Cordialement

Alex

[Jeremy]

Hi there @Maunoir1207,

Thank you for reaching out to the Community. We hope that you don't mind us replying in English.

We'd like to take a closer look into this and gather some more information:

• Have you tried to clear your cache and cookies
• Does it work if you're using a different browser?
• Are you using any VPN

We'll keep an eye out for your reply.

Cheers!

[Maunoir1207]

Hi Jeremy,

Thanks for your answer.

I did clear all caches and cookies on differents browsers and same result.

The computer is a workstation so there may be a VPN that I'm not aware of but even if there is, I wouldn't be able to modify it.

Looking forward to hearing from you,

Cheers!

[Jeremy]

Hi again @Maunoir1207,

Thank you for your reply and confirmation.

Spotify doesn't officially support VPN so this can be the reason why this is happening. Can you double check that?

We'll be on the lookout for your reply 🙂

Take care!

[Maunoir1207]

Hi again,

I am not able to check that.

So if it is the only explanation for you, I must cancel my subscription unfortunately.

Greetings

[OscarDC]

Hey @Maunoir1207,

Thank you for keeping us in the loop.

The VPN restriction could be one of the main reasons why this is happening, but we can still check a couple things more to confirm. 

If possible, could you confirm if the issue happens in a different browser than Edge in your workstation? In case you don't have the option to test it in a different browser, would you mind checking if the Web Player works fine in a different device connected to a different network?

This will help us to have a better look at the issue you're having. 

We'll be on the lookout. 

[Maunoir1207]

Hey,

Indeed the problem still happens in a different browser!

Greetings

[Ver]

Hey @Maunoir1207,

Thanks for getting back to us.

Some shared or public networks (e.g. schools/work/office) restrict access to certain services. It's a good idea to contact those responsible for managing the network for more information. 

Let us know how it goes. If you need anything else, the Community is here for you.

[Maunoir1207]

Hey,

I can understand.

Unfortunately it's causing too much complications and getting back to Deezer, even though they have their problems too, is the simplest choice for me here...

Thanks for trying,

Best regards!