Spotify Windows app can't play when using 3.1 surround setup.

[variananora1]

Plan

Premium

Country

Indonesia

Device

Acer Nitro 7

Operating System

Windows 11

My Question or Issue

Spotify Windows app both UWP and non-UWP version can't play if the output is set on 3.1 surround sound. 

Video/How to reproduce: https://youtu.be/RBhchYa0tVk

Spotify Version: 1.166.580.0 

[MafeG]

Hi @variananora1,

Welcome to the Community and thank you for posting. 

To start, let us know if you've already tried performing a clean reinstall of the app. This is often an overlooked step, but it’s more thorough than a regular one and can be helpful to get rid of any file that might be causing trouble. 

In case it doesn't work, in the video we noticed you changed the audio output while the app was running. Please let us know if you get the same error if you switch the audio device with the app closed.

We'll be on the lookout. 

[variananora1]

I tried to clean install both version of the app before reporting it to here.
> In case it doesn't work, in the video we noticed you changed the audio output while the app was running.
No. I exited the app before changing the speaker setup shown in the video.

[MafeG]

Hi @variananora1,

Thank you for keeping us in the loop. 

To continue, we'd like to know if you've tried or experienced the same issue with Windows 10. We ask this because as Windows 11 is still very new, our app isn't fully optimized for it and some unexpected behavior could occur. 

Keep us posted. 

[variananora1]

Reinstalled my PC with Windows 10 with the same Spotify version and the same problem still occurred. 

[Ver]

Hey @variananora1,

Thanks for getting back to us 🙂

If you're using Spotify from our website, we'd suggest you download the app from the Microsoft store and vice versa. Does that make a difference?

Just to double-check- is the surround system configured in Windows so that it makes the app's sound coincide with the Window's output sound when playing via the surround system?

Keep us posted. 

[variananora1]

I tried both version of the app, Microsoft Store and from the website (the video that I posted is using the Microsoft Store one).

> Just to double-check- is the surround system configured in Windows so that it makes the app's sound coincide with the Window's output sound when playing via the surround system?
Sorry I don't seem to understand this, can you clarify it a little more?

[Ver]

Hey @variananora1,

Thanks for the info 🙂

We checked the video again and it looks like the volume of the app matches the playback whereas the Window's volume doesn't move. 

In this case it's a good idea to check if the surround system is configured in Windows. That way the app's sound can coincide with the Window's output sound when playing via the surround system.

Let us know how it goes. 

[l0ck_st0ck]

Im having the same problem, is there a solution?

[OscarDC]

Hey @l0ck_st0ck,

Welcome to the Community and thank you for joining the conversation. 

Just to make sure, have you followed the previous processes mentioned by @MafeG and @Ver? With this, we can avoid repeating troubleshooting steps.

Also, to investigate your case in more detail, include in your next response the make and OS version of your device, along with the Spotify version you're currently running.

We'll be on the lookout. 

[phcahill]

Same issue here. Spotify can't play this right now. Works fine in stereo but not in 3.1. Windows 11 22H2 spotify 1.2.0.1165.gabf054ab. Turninf off hardware acceleration in spotify does not help.

[Lyubka]

Hey @phcahill,

Thank you for your reply in this thread!

If you're still experiencing playback issues on your desktop device here are a few other things that you can also try to get this fixed:

• Disable any antivirus or ad-blocking software
•  Turn off VPN (if in use).
• Remove host files. Head here find out how.
• Try accessing the web player before re-attempting to log back in to the desktop client to see if that makes any difference.
• Run Spotify on Safe Mode.

In case the issue persists, it'd be great if you could share couple of screenshots (or a quick video) with us as this will also be helpful to identify what's causing the issue.

We'll be on the lookout for your response.