Can't login to account

[Luis_Lara]

Plan

Premium

Country

Mexico

Device

Inspiron 7460

Operating System

Windows 10

My Question or Issue

I accidentally logged out of my account on the desktop app, and I've been trying to log back in, but the app won't let me. When I try to log in, it throws the "A firewall may be blocking Spotify. Please update your firewall to allow Spotify. Additionally..." error message. However, the error code is "desktop_login_accounts(colon)5", instead of any of the others I've seen for firewall errors. I have tried reinstalls and configuration changes that may be related to the firewall and proxy, but it keeps throwing this error message. All help will be appreciated.

[Elena]

Hey there @Luis_Lara!

Thanks for reaching out on the Community about this.

We'd recommend starting off by turning off your VPN if you're using one and giving it another shot. It's also a good idea to try logging in on a different network.

Another good step will be updating your password to sync things up.

If you still have trouble logging in, could you let us know if it only happens on the desktop app - does it work well on the web player or on mobile?

Let us know how it goes!

[Luis_Lara]

Hi!
I don't have a VPN, and I tried the steps you suggested, but none worked; I log in with my Facebook account, so I can't actually change the password, and I tried logging in with other networks but the same error code appears.
The error only happens with my desktop app though; web player and mobile app don't have this issue, and I've even logged in and out successfully after the desktop app started having this issue.
Thanks for the help!

[Ver]

Hey @Luis_Lara,

Thanks for the info 🙂

Could you give the steps mentioned here a go to check if anything changes?

If you're using the app from our website, you can try downloading it from the Microsoft store to see if that makes a difference. 

In case the issue persists, you can also send us a screenshot of the error message. We'll look into this further.

Keep us posted.

[Luis_Lara]

I tried all the steps you gave me, but the issue still persists. 

[Jeremy]

Hi there @Luis_Lara,

Thank you for your reply and confirmation.

This issue could be caused by individual network set-ups. In case the issue persists after disabling the firewall or adjusting the proxy settings, here are some troubleshooting steps that may help you fix it:

• Perform a clean reinstall of the app following these steps.
• Check your firewall and antivirus software or apps to make sure Spotify is whitelisted or set as an exception.
• Remove the entries from your Windows hosts file - make sure you remove all the entries, not just the Spotify ones.
• Uninstall any ad-blocker apps.
• Run Windows in Safe Mode with Networking. If the app works with no issues there, try adjusting different network settings and uninstalling any software that might be conflicting with Spotify's connectivity.
• If you're on a non-personal device or network (student laptop, student network, corporate laptop or corporate network), reach out to the administrator for help.

Let us know how everything goes after you've tried the steps above.

Take care!