Problem with Setting password for Device

[Pitou]

(Intro, you may skip this :The link from my Sonos system (controller on iPad)  to Spotify (premium) is no longer working. Was adviced by the support centre to try and solve it by deleting the Spotify Account from Sonos and then to add it back. To be able to do so, I tried to create a "new password for the device", which should then be used to recreate that link from Sonos to Spotify.)

Now the request for help : going into my Spotify Account on Facebook, tab  "set password for device " (this is a translation from another language...) and using the button "send e-mail to set password), I indeed receive that e-mail containing the link to set the password. Clicking the link, brings me back to my Spotify account on Facebook with a page where I can fill in the chosen password (to be retyped to verify it). But then it goes wrong :  whatever combination of characters I try to fill in, the system returns a very generic error message (white letters on a red background) "There was a problem with setting your password" (again, the original English may differ from this translated one). 

Any advice how to solve this problem? Txs

[KatesHere]

Hey there, thanks for reaching out to the community!
Do you have a screenshot? Also, if log in through facebook, you could trying using your numeric info as username and your normal password. You can find your numeric account info in Account>Set device password.
Did that work?
Let me know!
K

[Pitou]

Thanks for the quick reply!


1. In attachment the requeste screenshots, to describe more in detail the encountered problem.


2. What do you exactly mean by "you could trying using your numeric info as username and your normal password"? If I try to login with the shown numeric info 11xxxxxx93, I get the reply that my account was cerated through Facebook and that I should login through Facebook. Also tried to login through my email address and then ask the password to be sent, but no joy either.


Thnaks for your further support.

[KatesHere]

Hmm... That is weird. There was an issue a while back with generating device passwords but in most cases it was solved when the user instead of typing his/her username (for those who logged in via FB instead of logging through FB) typed the numeric one and it worked. Have you tried logging in with your old password? The one you use to log in normally, before you asked to generate a new device password.
Let me know.
K

[Pitou]

Yes I did.

[KatesHere]

Hey again!
Does it persist? Can you try to open the password reset link in a new web browser, or a private browsing window in your current one?

Keep me posted 🙂
K

[Pitou]

The problem persists indeed. But...I found a workaround : I installed a new Sonos Controller but now on my iPhone.

The issue with the link from Sonos to Spotify was/is on my iPad : (i) after deleting (recreating) the Spotify account, to try and solve the problem, I could not recreate it. Normally in the process of recreating that link, I should be asked for a password, but the system didn't even get there, just gave an error message (ii) and in preparation for that, trying to set a password for the device didn't work either - it resulted in the mentioned error message. Instead of following the (normal?) process via an email being sent and then following a link to my Spotify Account to set the new password, I got the advice of going directly into the Facebook security settings, to set a password for Spotify there directly. No joy either...

The good thing is that at least the "bypass" - of working now with the Sonos controller on iPhone - does work. Creating the link to Spotify here went through the Facebook account directly, so no need to create a separate password there.

Thanks for your help.