Application not working correctly? (Desktop)

[LaurenJoanna]

Plan

Premium

Country

UK

Device

Desktop Computer

Operating System

Windows 10

My Question or Issue

My Spotify application, previously completely fine, has stopped working today. It was unable to play my music so I tried re-logging. Then it wouldn't log me in, told me I wasn't connected to the internet. I was. I uninstalled the application, reinstalled it, loaded it up again, logged in... now it doesn't have any of my playlists. 

It all works completely fine on the in-browser version, and on my phone. But it won't find any of my info on the desktop application. Also my phone can't find it as a connected device to play on any more.

I don't know what to do next. Restarting did nothing, reinstalling did nothing.

[Susan_GP]

Hi there @LaurenJoanna , 

Thanks for your post here in the Community and welcome!

We recently had an ongoing issue and multiple users reported having issues with the app, but it has now been resolved. You can check more info here, maybe it's related to the behavior you experienced.

If not, and you're still experiencing this, then we'd recommend following these steps: 

• Check your hosts files.
• Restart your router or try connecting to a different network.
• Try logging in to a different account. It can be a relative or friend's account, to check if you have the same issue there.

Let us know how that goes.

[LaurenJoanna]

Unfortunately I am still having the issue. It's actually worse today, it wont load anything at all.

I checked the hosts file, I didn't really understand what it was but there was nothing with spotify in there.

I have restarted everything, it's not my internet.

I do not have access to a different account to log in to to check if it's just mine.

[Dessi]

Hey @LaurenJoanna,

Thanks for your reply!

Can you try performing a clean reinstall of the app to remove any damaged cache that might be causing this? If you're currently using the one from the Windows App Store, you can try downloading it from the Spotify site instead and vice versa to see if that helps. Another thing worth checking is if Spotify is allowed via the Firewall and flushing DNS:

• At the bottom left corner of your desktop, type 'cmd' in the Start menu's search bar, and press Enter.
• Type 'ipconfig /flushdns' in the Command Prompt, and press Enter.
• You will be prompted with a message that you have successfully completed it.
• Restart the Spotify app.

Keep us posted.

[LaurenJoanna]

Reinstalled the app and flushed the DNS. Still no good. This time, it has remembered a couple of my playlists and listed them at the side, but my liked songs is empty, my favourites list is gone, my username and picture don't exist, and it doesn't know what's in my queue. For contrast, the browser version and my phone app still have all these things, and my phone still doesn't recognise that I have the app open (it does know I have the browser version open. 
I give up. The pc app is just broken and there's no way to fix it. I will have to use the browser version from now on.
Thanks for trying to help, but I really don't think this is solvable.

[Joan]

Hi @LaurenJoanna,

Thanks for the reply. 

One more thing worth checking - have you made sure you're logged into the correct account? This may sound a bit odd, but we've often seen that multiple accounts can exist and if they use different email addresses and such that you have, this can lead to confusion by logging into the wrong one. This can also explain why all playlists and liked songs disappeared at once. Try following these steps to test this out.

Let us know how it goes.

[LaurenJoanna]

I'm definitely logged into the correct account, I only have one, and when it logs in it shows my correct info, it just doesn't appear after that. Also the fact that it showed a couple of my playlists on one occasion but not all suggests it's connecting, but not getting all the information somehow?

[Dessi]

Hey @LaurenJoanna,

Thanks for the reply!

It might still be worth it to log out and back in your account in the desktop app a couple of times in a row to make sure everything's synced. Also, in case your account is connected to a different login method, such as Facebook, Google, AppleID, etc., try logging in directly with them instead of with an email and password. 

In a previous response you mentioned that your username and picture don't exist and that's why we wanted to double-check if you might be logged in a different account. In the desktop app, can you click on the profile icon and then on Account? That should redirect you to your account page, where you can inspect if everything looks in order. Do check what it says under Your plan and when you click on Edit personal info.

Another thing you can give a try is using Spotify Connect to see if you can switch the playback from your phone to the desktop app. In case you're logged in the same account on both devices, once you start playing something in the mobile app, the desktop one should appear as available in the list of connected devices.

Hope this helps.

[LaurenJoanna]

I promise you I am logging in to my one and only account. I have logged in and out and in and out for days. It doesn't fix it.

Sometimes there are no playlists, sometimes about half of them appear. There's still no profile picture or name. When I click on account it spends ages trying to load and then tells me it can't find that page. I can't edit personal info because it's not finding it.

I said in my very first message that my phone cannot find the app as a connected device.

[Dessi]

Hey @LaurenJoanna,

Thanks for the reply and for all the troubleshooting you've done so far, we really appreciate it!

We suggested the Spotify Connect workaround because you did mention that your phone doesn't find the desktop app and that's what made us think that maybe you're not logged in the same account on both devices. Since a lot of troubleshooting steps were exhausted and we do want to help you solve the issue with your desktop app as quickly as possible, this seems like something that has to be looked at backstage. As this might require sharing private info, it’s best if you message us directly through here.

The Community is always here in case you need any help.

[LaurenJoanna · Accepted solution]

Hi. My app is randomly working again today, to an extent.

None of the solutions fixed it, nothing here worked, just today when I loaded it, I was suddenly able to find the connection on my phone and it's now working again.

Weirdly it still isn't showing my profile pic or name, but it's playing my music and my playlists are back. I'm afraid I have no answer for any of this, but thanks for trying to help.

edit: I was able to access my profile on the app, and once I'd changed my name and profile picture there it updated across the browser version and phone app too, so it was definitely connected, just not getting all my information I guess?