Desktop and cell phone don't syncronize

[brusantanna8]

Plan

Premium

Country

Brazil

Device

(Desktop - Windows 10 Pro)

My Question or Issue

I can't connect my desktop with my phone. I'm able to listen to two different songs at the same time.

I reinstalled Spotify in both devices, logged out and relogged in and nothing changed. I checked if offline mode was on, but it wasn't. I don't know what else to do.

[Mihail]

Hey @brusantanna8,

Thanks for reaching out.

Could you please make sure that you're logging in to the same account on both devices? It's also a good idea to run a check for any additional accounts you might have. You can use this Spotify Answer as a guide on how to do this. If that doesn't do the trick, could yo try connecting both devices to a different internet network and see if the issue persists?

On another note, you mention that you already ran a reinstall, but did you use this guide? We recommend that one as it makes sure that no leftover files from previous installations remain. Also note that we advise installing the app version from the Microsoft Store on you PC, as it's the one best optimized for Windows 10. 

Let us know how you get on. We'll be on the lookout for your reply. 

[brusantanna8]

Hi Mihail 🙂 Thanks for your support.

I redid all the steps you requested: I uninstalled Spotify completely and reinstalled as the guide suggested, check if I didn't have any additional account and downloaded the app from Microsoft Store. I also tried to connect to a different network. And nothing different happened 😞

My computer recognized the XBOX device, but they couldn't sync.

My phone recognized the XBOX and I was able to synced normally, but I was able to do that before.

[Ver]

Hey @brusantanna8,

Thanks for getting back to us 🙂

Could you try with another account to check if anything changes?

It's also a good idea to make sure that the firewall isn't blocking Spotify.

Keep us in the loop! We'll be right here if you have any questions.

 

[brusantanna8]

Hello!

I verified my firewall and also logged in with another account, but the problem continues.

I don't know if this information is useful, but today I noticed that Discord app doesn't recognize when I play music on Spotify desktop app either.

[Elena]

Hey there @brusantanna8!

Thanks for getting back to us.

Could you try logging in on your Account page and going to ''Apps'' in the menu on the left side? 

There you can see all third party apps that are connected to your account and we'd recommend that you "Remove Access" for the apps that you don't recognize.

It's also a good idea to clear your cache with the steps here.

We'd also recommend restarting your router and if that makes no difference - giving this a try on a different network, for example you can start a hotspot of your phone and use that network.

Let us know how you get on! We'll be here in case you have any further questions.

[brusantanna8]

Hey!

I cleared the cache and restarted the router and nothing happened.

About the hotspot, I can't do it because my PC doesn't support wi-fi connection, only ethernet.

[CarlosE]

Hey @brusantanna8,

Thanks for trying and keeping us posted.

Just to confirm, did you remove the access of any unrecognized apps from your Account page as suggested above?

Could you also let us know if the issue with Discord not recognizing what you're playing on the Spotify app started happening suddenly or if it's always been like that?

We'll keep an eye out for your reply.