unable to log in

[sophieisobelxx]

Plan

Premium

Country

United Kingdom (England)

Device

MacBook Air (~2018)

Operating System

MacOS 12.6.2

My Question or Issue

When I log in with username and password the screen freezes. When I try to log in with apple, it comes up with the error code that there may be a firewall blocking Spotify. I have checked my settings and there is no firewall active on my Mac. 

[Lyubka]

Hey @sophieisobelxx,

Thank you for reaching out here in the Community. 

Here are a few things you can try to get this fixed:

• Perform a clean reinstall of the app. You can find the exact steps to do so here.
• Turn off Enable hardware acceleration in your Settings.
• Disable any antivirus or ad-blocking software, and turn off VPN if in use.
• Remove host files. Head here to find out how.
• Try accessing the web player before re-attempting to log back in to the desktop client.
• Run Spotify on Safe Mode.

In case the issue persists, it'd be great if you could tell us the exact Spotify version that you're currently running. Any screenshots you can provide will also be helpful to identify what's causing this.

We'll be on the lookout for your reply.

[sophieisobelxx]

thank you for your reply. I have tried all of the above steps and the problem is still persisting. Here are screenshots of what happens when I try to log in. 

[Lyubka]

Hey @sophieisobelxx,

Thanks for getting back to us!

Would you mind checking with a different network connection to see if it makes any difference? In case you don't have another one available, you can use a mobile data hotspot to test it.
 

You mentioned that you've checked your Settings before but we'd also suggest that you head to this article in order to double check if Spotify is added under the list of the apps with blocked connections through the firewall.

On another note, screenshots shows that you're experiencing this on the Desktop app. Could you please check if you will be able to log in another device? For example if a friend or a family member has Spotify app, it'd be great if you can try to log in on their device to see if the app behaves the same way. This will help us understand if the issue is account related or not. 
 

Let us know how it goes. 

[sophieisobelxx]

thank you. I have now changed my firewall settings, but i am still experiencing the same issue where my app is freezing as I attempt to log in. I am still able to logged in on my iPhone Spotify app and on the Spotify website, and it seems to only be my laptop that is experiencing the problem. 

The problem started after I logged out and my friend logged into her Spotify on my laptop. When I tried to log back into my own account this has been happening - not sure if this will shed any light on the situation.

[Joan]

Hi @sophieisobelxx,

Thanks for the info. In this case, it seems that the issue is localized to your laptop. Check if you have any antivirus, spam-blocking or similar programs installed that might be blocking the connection. Also if you are using a VPN, please disable it and see if it works. If the issue persists, please make a screen recording and send it here (make sure no sensitive information is visible in there).

Keep us posted.