Spotify Desktop Crashes, Then Deletes Downloaded Music

[GavinSpavin]

Plan

Premium

Country

UK

Device

Windows 10 PC

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On three separate occasions, I've launched Spotify, only for it to immediately crash and freeze my PC. On restart and relaunching Spotify, I find that I have been signed out of Spotify, and that after logging in, Spotify has deleted my downloaded music. There is nothing specific in my PC event log, and it only happens when opening Spotify - the behaviour is the same each time.

Any ideas what could be causing this crash/delete cycle?

Cheers

[OscarDC]

Hey @GavinSpavin,

Thank you for reaching out to the Community and welcome.

When the app is crashing, but the downloads are also affected it used to be an issue related to some damaged cache stored on your device. In this case, we'd recommend performing a clean reinstall of the app by following the steps in this article to delete and replace the damaged files.

If the issue persists, we'd recommend clearing any entries which contain Spotify from the host files on your computer. To do so, you can follow the instructions in this post (even if it's a different issue).

Lastly, include in your next response the Spotify version you're currently running to continue investigating the case.

We'll be on the lookout.

[GavinSpavin]

This just happened to me again after a year or so of working fine. It deleted all my downloads, switched my storage drive from the designated drive to the default one, without warning. It also completely logged me out of Spotify, which never happens. 

Spotify for Windows (64 bit)
1.2.62.580.gb27ad23e

[Vasil]

Hey @GavinSpavin,

Thanks for alerting us! Sorry to see this has happened again. 
 

Could you let us know if there's been any specific event prior to the crash like e.g. an app or system update or even an app that's launched when the crash occurs? What I'd advise in this situation is to go over the troubleshooting steps mentioned by @OscarDC one more time and then monitor the app behaviour. In case the crash occurs again, let us know in this post and we'll see what else can be done 🙂

Much appreciated! We'll be on the lookout.

P.S. We'd also like to ask what your storage drive's format is (SSD, HDD, etc.) and if the initial storage location is on an external drive. Thanks!

[GavinSpavin]

Hey Vasil. I was using a 2TB NVMe SSD, not my primary storage as its not big enough. The SSD has plenty of storage available (more than 1TB). This worked for ages until Friday - very odd. I'm still running Windows 10 so haven't received any major system updates for a long while, only security updates. 

[Ivelina]

Thanks for the response and details @GavinSpavin.

As suggested previously, it's worth following the suggested steps in this post once again just to be on the safe side.

After the clean reinstall (to make sure there are no leftover files), as it's possible to download Spotify both from our website and from the MS store, I recommend that you download the version that you weren't using so far. They can have slightly different behavior, so this is also something worth testing.

Don't hesitate to let us know if you need help with anything else in the meantime.

[GavinSpavin]

This just happened again randomly after four months!