Spotify is not responsive with 1.1.8.439.g8502297d (05 Jun 2019) onwards.

[jeffbwhite]

Plan

Premium

Country

Italy

Device

desktop PC(i5-7500,16gb RAM,SSD

Operating System

Windows 10 PRO x64

My Issue

With version 1.1.7.13766.gf9dc3904 (22 May 2019) I have no problem
With version 1.1.8.439.g8502297d (05 Jun 2019), at the first start it is ok, from the second start the system is not reactive.
The problem occurs from version 1.1.8.439.g8502297d onwards, latest version 1.1.48.625.g1c87c7f7 too.

With the assistance I made every possible test, every procedure:
disabled hardware acceleration, reinstallation, folders deleted, download dir on SSD, focusrite 6i6 and integrated, video geforce ad integrated, disabled antivirus and firewall, storage.size=1024, any advice read around.
I would not like to switch to apple or amazon.

Here are the two videos
1.1.7.13766.gf9dc3904 http://www.redb.it/spotify_OK2.mp4
1.1.8.439.g8502297d http://www.redb.it/spotify_NO2.mp4

What has changed with version 1.1.8.439.g8502297d onwards?

PROBLEM 1.1.12.451.gdb77255f (16 Aug 2019)
PROBLEM 1.1.12.449.g4109e645 (01 Aug 2019)
PROBLEM 1.1.10.540.gfcf0430f (02 Jul 2019)
PROBLEM 1.1.9.383.g9f48828e (17 Jun 2019)
PROBLEM 1.1.8.439.g8502297d (05 Jun 2019)
OK 1.1.7.13766.gf9dc3904 (22 May 2019)
OK 1.0.98.78.gb45d2a6b (January, 24th 2019)
OK 1.0.90.268.ga8a0ceb4 (10 Oct 2018)

[Alex]

Hi there @jeffbwhite,

Thanks for reaching out about this in the Community!

We recommend using only the latest version of the app. You can download it from here.

If you have more than one version of the app running this may cause issues with the app cache, which in turn may result in the app not working properly.

We'd suggest running a clean reinstall of your app, as well as clearing your Host files from any entries that may contain Spotify.

Hope you find this info useful.

[jeffbwhite]

Hi Alex, I've done all possible tests. I have installed the old versions to help spotify developer understand where the problem may be. The problem is between the version  1.1.7.13766.gf9dc3904 (22 May 2019) and 1.1.8.439.g8502297d (05 Jun 2019). The changelog might be useful.

[Eni]

Hey @jeffbwhite, 

Thanks for getting back in touch. 

Just to confirm, have you tried reinstalling the app following the steps @Alex sent before? If so, let us know if that made the difference. 

In case that the issue persists, could you send us a screen recording of the issue happening? We'll take a closer look. 

We'll be waiting for your reply 🙂

[jeffbwhite]

Hi, Eny, yes of course, I've done all possible tests including advices from alex.

Support told me they had forwarded my case to the development team

The videos are in my first post
1.1.7.13766.gf9dc3904 http://www.redb.it/spotify_OK2.mp4
1.1.8.439.g8502297d http://www.redb.it/spotify_NO2.mp4

lo stesso con l'ultimo aggiornamento 1.1.48.625.g1c87c7f7

[Eni]

Hi @jeffbwhite!

Thanks for getting back in touch and sending this information. 

Would you mind trying it from a different PC while running the latest Spotify version in there?

Additionally, could you let us know when did you contact our Support team?

Keep us in the loop 🙂

[jeffbwhite]

Spotify works well with microsoft surface pro 4 and 7 with the same windows 10 pro x64.
You can see all the dates in the attached image above

[Eni]

Hi again @jeffbwhite, 

Thanks for your quick reply. 

We suggest that you uninstall the app and delete all the Spotify related folders on your device. Then, try restarting your PC in Safe mode and reinstalling the app again this way. 

Let us know how it goes 🙂

[jeffbwhite]

Nothing, the problem remains.
Is it possible to have a changelog about 1.1.8.439.g8502297?

It might help you figure out which change is causing the problem.

[Jeremy]

Hey there @jeffbwhite,

Thank you for your reply in this thread.

Can you log in with another account - such as a friend's or a family member's to see if the issue persist?

We'll keep an eye out for your reply.

Cheers!

[jeffbwhite]

I tried another account, it's the same.
the video http://www.redb.it/spotify_CENCI2.mp4

no problem on cpu and gpu.

[Jeremy]

Hey again @

Thank you for your reply and for the efforts from your end.

We suggest that you try the Microsoft Store app - as that one was designed for Windows 10 and should work better.

If you have any questions we're always one reply away.

Cheers!

[jeffbwhite]

I tried but it's the same

[Novy]

Hey @jeffbwhite, 

Thanks for getting back to us. 

Would you mind letting us know if you notice the same behavior when you use the web player?

We'd also recommend making sure that your PC has enough storage space available. 

Let us know how it goes, we'll be right here.

[jeffbwhite]

no space problem and the web version works perfectly

[CarlosE]

Hi again @jeffbwhite,

Thanks for bearing with us and trying our suggestions.

If the issue still persists after those troubleshooting steps and across different accounts, we suggest reaching out to the device's manufacturer so they can further look into what's going on.

Keep us posted on how it goes.

[jeffbwhite]

the pc is assembled by me (it's my job).

according to my humble opinion, we can understand the origin of the problem by reading the changelog because:
if I install these now I have no problem

OK 1.1.7.13766.gf9dc3904 (22 May 2019)
OK 1.0.98.78.gb45d2a6b (January, 24th 2019)
OK 1.0.90.268.ga8a0ceb4 (10 Oct 2018)

if I install these now I have that problem
PROBLEM 1.1.12.451.gdb77255f (16 Aug 2019)
PROBLEM 1.1.12.449.g4109e645 (01 Aug 2019)
PROBLEM 1.1.10.540.gfcf0430f (02 Jul 2019)
PROBLEM 1.1.9.383.g9f48828e (17 Jun 2019)
PROBLEM 1.1.8.439.g8502297d (05 Jun 2019)

What has changed with version 1.1.8.439.g8502297d (05 Jun 2019) onwards?

[CarlosE]

Hey there @jeffbwhite,

Thanks for keeping in touch.

We appreciate the time you've taken to try all the troubleshooting steps we've suggested and for all the info provided.

Unfortunately, we couldn't reproduce this on our end, but once again, thank you for the info and the feedback provided - we'll make sure to pass it on to the right folks.

If you need anything else, you know where to find us.

Cheers!