Problem when playing via Bluetooth

[TIBOunderscore]

Plan

Free

Country

France

Device

Dell XPS 13

Operating System

Windows 11

My Question or Issue

Hello,

I use Spotify on my iPad and my computer (Dell XPS 13) and I have a problem on the last one.
When I connect my wireless headphones (Samsung Galaxy Buds2) OR my Bluetooth receiver (connected to a HIFI system), Spotify gives me an error message when starting to play a track: "We can't play the selected track" or something like that. Occasionally, closing and reopening the application solves the problem, but that's only half the time. The other half, I find myself unable to listen to my music.
I should point out that this is not a problem with the computer's Bluetooth, as I can play a YouTube video without any problem.

Do you have an explanation and/or solution to my particularly annoying problem?

[Joan]

Hi there @TIBOunderscore,

Thanks for reaching out and welcome aboard to the Community! Is the laptop the only device showing this issue? If so, consider performing a clean reinstall, that can help with a multitude of issues. If the behaviour persists, please send us some screenshots or a video of it so that we can investigate further.

Let us know how it goes.

[TIBOunderscore]

Sorry for the delay, I thought I'd get an email in case of a reply lol

I have the problem only on my computer and will send a capture in the next few days as soon as the problem returns (it was present yesterday but today everything works normally, it's pretty random ...)

[TIBOunderscore]

There is a video that I took today on my computer while trying to use Spotify with my Bluetooth earphones...

[Lyubka]

Hey @TIBOunderscore, 

Thanks for getting back to us and providing the video.

First off, open the Desktop App's Settings and turn off "Enable hardware acceleration". This setting is located under Compatibility then restart Spotify. After you toggle it off, the setting should look like this.

As a second step, we'd suggest that you disable any antivirus or ad-blocking software that might interfere with the app's performance on your PC. 

Lastly, it's worth checking your hosts files - steps for this can be found here.

In case the issue persists, we'd like you to try to reproduce this with a different account. If a family member has a Spotify account, could you ask them to log in on your device to see if the app behaves the same way?
 

Hope something here helps. Don't hesitate to reach out if you have further questions 🙂 

[TIBOunderscore]

I don't know if it will work so I'll keep you posted

Thanks for your help ! 🙂

[TIBOunderscore]

I'm sorry to insist, but I don't understand what's wrong!

I have the impression that the problem isn't with Spotify but potentially with Windows, which doesn't want to manage sounds properly.

I've had 3 short days where the Bluetooth adapter worked perfectly but the headphones didn't and now neither of them want to work -__-.

I don't know if you potentially have another solution (knowing that I've done the things you recommended).

[Joan]

Hi @TIBOunderscore,

Thanks for the reply. Can you please confirm that you've tried all the suggestions from @Lyubka? Did you try with a different account? What was the result there?

Let us know how it goes.

[New user]

I already did the configuration, even with help, but didn't work

[TIBOunderscore]

I can confirm this.

I tried with another account too and the problem remains the same.

Small update: I tried again this evening and it still didn't work, still with the same "error" message...

But don't worry too much about this problem either lol

[MihailY]

Hey @TIBOunderscore,

Thanks for your reply.

Can you also confirm you've checked your hosts file?

Cheers,

[TIBOunderscore]

Yes I checked them but I didn't find any line with "spotify" or "fastly"...

[TIBOunderscore · Accepted solution]

On reflection, I said to myself that the problem might not be with Spotify but with the computer itself (Windows or Bluetooth) because the problem was also occurring on my web browser (Opera GX).
So I just contacted Windows Support and, thanks to the Quick Repair application (which allows the technician to take control of the computer), the problem was solved.
For those of you who may be experiencing the same problem, here's the solution:

* Open the Start menu and type "Device" and open the "Device Manager".

* Once it's open, select "Audio, video and game controllers", then select the media causing the problem (in my case, my Galaxy Buds2) and left-click to select "uninstall device".

* Now select the "audio inputs and outputs" section and do the same thing again to uninstall the device.

* Finally, restart your computer and everything will work as before!

Basically, this operation allows you to remove and reinstall the drivers used to control the various peripherals!

In any case, thank you all for your help and I'm terribly sorry to have bothered you when the problem was with the computer itself!