Home page does not load on both desktop app and web player

[tuannamnguyen]

Plan

Premium

Country

Vietnam

Operating System

Windows 10

My Question or Issue

As the title have stated, the home page does not load on both my desktop app and web player (mobile app still works). This happens across multiple devices and on different internet connections and specific to my account only. When I switch to another account of mine (on free plan), everything still works fine. I've tried to log out, reinstall but nothing seemed to work.

[Dian]

Hey @HumboShot,

Thanks for the reply.

If you're not experiencing this issue with a new account, we suggest you to contact a customer support representative to assist you in the creation of a new account and the consecutive content transfer to the new account. Here is how to find a contact point.

@Chimm, how does a new account behave on your end?

Keep us posted,

Cheers!

[HumboShot]

Hello again, i have done some digging, and i think i have found the issue.

When the Spotify client calls he Spotify API to query the homepage it fails, because it couldn't get a show, i have attached the entire response of the call as a text file.

If you need anything else, then please response, but i hope this can help the developer team 🙂 

[sagarcool2345]

Same issue in my macos

[Eni]

Hey folks, 

Thanks for your replies.

@HumboShot, could you let us know if the same happens using a different internet connection? On another note, we'd like to know if this started happening after a specific event such as an update.

@sagarcool2345, could you let us know which troubleshooting steps you've already tried? That way we can avoid any repeating steps. If you haven't tried reinstalling the app yet, we suggest that you do so by following these specific steps.

We'll be on the lookout.

[HumboShot]

Yes, this also happens on a different internet connection. From the detective work i have done, the reason why i am getting this error is because the show "21 days with mxmtoon" is no longer on Spotify. For some reason this makes my homepage not work. I hope this will help some engineer/developer 

[Eni]

Hey there @HumboShot, 

Thanks for letting us know.

Since this issue seems to be isolated to your account, we suggest that you follow the steps @Dian sent previously. Our Support team will be able to further assist you with this. Make sure to send them this thread's link so they'll be aware of what we've already tried.

If you need a hand with anything else, the Community is here for you. 

[DaudiMuriu]

Device

MacBook Pro 2020

My Question or Issue

The home page has an error on both the web player and the Mac app.

On checking the network tab this is the error returned by the endpoint

"errors": [
    {
      "message": "Exception while fetching data (/_entities) : Failed to fetch show. Uri: spotify:show:2b025hq3gJ17tQdxS3aV43",
      "locations": [
        {
          "line": 1,
          "column": 34
        }
      ],
      "path": [
        "_entities"
      ],
      "extensions": {
        "classification": "DataFetchingException"
      }
    }
  ],

[tuannamnguyen]

Hi im running into the same problem. I've tried switching devices and different network connection but nothing works. But when I log in with another account (on the same device and network), it works perfectly. I've DM support on Twitter and they say the only solution as of now is to make a new account. 

[tuannamnguyen]

mine got solved for a day then the error returned. did you have the same problem?

[Elena]

Hi everyone, 

Thanks for bringing this to our attention. 

We've merged a few threads together to keep all the info in one place and forwarded your details to our tech team, who'll investigate further. Rest assured we'll keep you posted here as soon as there are any updates on this.

Stay tuned.

[tuannamnguyen]

my god the error went away for 3 days then just showed up again

[Nonsithsatia]

Plan

Premium

Country

Philippines

Device

Laptop

Operating System

Windows 10

My Question or Issue
It seems that my homepage fails to load (even on a web player). I've already tried reinstalling it (even did the "clean installation" solution). I've also tried to log in another account in my device and it loaded the home page. So I guess this is some kind of account problem???? Anyone knows how to fix this?

[Nonsithsatia]

Currently experiencing the issue 

[Siennamark]

Thoroughly reinstall the app with these steps. Check your firewall and antivirus software/apps to make sure Spotify is whitelisted or set as an exception. Remove ALL entries from the Windows hosts file (not just the Spotify ones). Uninstall any ad-blocker apps.

[tuannamnguyen]

Having the same problem for 2 months now

[Mop3]

Same problem since around june 30th.  I tried everything but still no home page on store/desktop spotify or web. Spotify works fine on the phone.

[tuannamnguyen]

any updates?

[moduor]

I am also experiencing the same problem since Saturday. Below are my homepage and console log

[tuannamnguyen]

how come it is still not fixed yet

[OscarDC]

Hey folks,

Thank you for keeping in touch and for the info shared.

We appreciate the time you took reporting this issue and following the troubleshooting sent. The relevant team is already working on this. Unfortunately, we don't have an estimated time for resolution, but we hope to resolve this as soon as possible.

We'd recommend keeping your app updated to be aware of any changes. Thank you for your cooperation and understanding.

If anything else comes up, the Community will be here for you.