Why doesn't the video player work?

[TheFusionMoose]

Video playback doesn't work - it's a blank screen, and clicking on "show video" does nothing - when playing podcasts, although audio works.  This is for all devices I've encountered: iOS app, web player, desktop app. 

To get video to display then a second, unique browser (e.g., one browser Chrome, the other one Firefox) needs to be opened and the "Connect to a device" feature needs to be used to toggle among the open apps.  Usually after toggling among the different devices a few times the video will display within one of the apps or browsers.

Device

iPhone 8, Chrome, Firefox, Brave, Edge, Webplayer

Operating System

iOS 14.6, Windows 10 v1809

Can this be fixed so I may watch the video feed without having to resort to this jerry-rigged method?

[Mihail · Accepted solution]

 Hey @TheFusionMoose,

Thanks for reaching out and welcome to the Community!

We recommend you log out everywhere and run a clean reinstall on all your devices, this involves deleting the cache files of the app and will force an account wide resynchronization of your info. You can have a look at this guide for the steps relevant to each device.

It's also a good idea to check if you observe the same under a different network. If it works with another connection, it's best to contact the service provider of the original network for more information. 

Hope this helps. Keep us posted how it goes.

[DidierR]

Hi Mihail, hi everyone,

Just to add my two cents regarding the problem, the video version of the JRE was available (on web browser, on PS4 app and android app) up until around the 10th of April 2021 (before an update rolled out for the android app, and I assume said update rolled out to the other systems as well) . Since then, the video version became unavailable.

Bought a new Samsung A53 a few months ago and installed the latest version of the app, but to no avail. The video version is still to this day unavailable. 

Country: Mauritius

Subscription type: premium

System: Android, Ps4 and web browser

@Mihail, do you have any ideas buddy? And thnx for your work on handling such issues. 

Have a nice day everybody.

Didier.

[AlejaR]

Hey @DidierR,

Thanks for your reply in this thread and welcome 🙂
 

We can confirm that this isn't an issue with the app. Keep in mind some features aren't available in all markets. It's common to launch in new markets without offering the full Spotify product range.  We can confirm that at the moment videos on podcasts are not available in your region. 

We suggest keeping an eye out on our Newsroom because that's where you'll be able to find info regarding this, if there's any. We'd also recommend keeping your app up to date so that you don't miss it when it becomes available.

Hope this clears things up. If you have any questions or need anything else, the Community is here for you.

Cheers!