Windows Log In Link, Web Player, and Support Site are all not working

[Megazelda1234]

Plan

Premium

Country

United States of America

Device

Computer Desktop

Operating System

Windows 10

My Question or Issue

Hello so I opened my spotify app on my windows desktop and it prompted me to relogin, so I clicked the login button. I then waited for the link to load, and it did not ever load. I tried this multiple times and figured I had to do a clean uninstall and then reinstall the app. I then reinstalled the app through microsoft store and the login link still would not load. I then decided to use the webplayer, and the link provided through google also would not load. I then went to contact spotify support and the link provided by google did not ever load the majority of the site. I checked if my connnection to the internet was fine and it was. I then repeated all of these same steps with my adblocker off and that also did not work. I went to check if I had these same issues on my phone connected to the same internet and all of the webresources loaded perfectly fine. I eventually found spotify community where I decided to post for help. I have attatched images of what the links show after I click them. I just want to get back to my favorite music streaming platform; Thank you in advance.

Best Regards

[Eni]

Hey there @Megazelda1234, 

Thanks for getting in touch about this here in the Community. 

Just to confirm, are you using any VPNs? If so, we suggest that you turn it off while using the app as it can affect its performance. 

If you're not using a VPN, we suggest that you check your firewall and make sure Spotify is set as an exception. Also, It's worth try clearing your hosts file to see if that makes the difference. 

Lastly, would you mind checking if the same happens on a different browser? 

We'll be waiting for your reply. 

[Megazelda1234]

I don't have any vpns downloaded or active at the moment. I was able to recreate the same results on Microsoft Bing and I have attatched screenshots of that. I had trouble navigating to 

C:\Windows\System32\drivers\etc

 when I was trying to clear my host files, didn't seem to show in any documents of my computer for some reason. Probably just user error on that part. Looking forward to your response.

[Ivelina]

Appreciate the cooperation @Megazelda1234. 

What's happening is odd, but we'll continue to investigate together. It'd be very helpful if you could let us know in case you noticed when this started happening for the first time and if it was after a specific event.

You mentioned that the website works on your phone with the same Wifi connection, but to test further, would you mind sharing mobile data to your computer via hotspot from your phone? There seems to be something that's specifically causing loading issues with the website on the computer. Is it a personal computer (not work) and home Wifi connection that you're using?

Another thing worth testing is opening our website in an incognito-window on the browsers and let us know how it goes. 

Thanks and hope to hear from you soon.

[Megazelda1234]

Thank y'all for the cooperation throughout, I am using my own personal computer and home internet connection. The problem started around 2 hours before my first post. I hadn't used spotify on my computer all day and I looked to use the app and it just began to stop working. There was no specific event that seemed to cause the issue though. 

I should've mentioned that my computer is connected to the same network as my phone, but is using an ethernet connection instead of a wifi connection such as my phone. My computer doesn't have wifi capabilities so I am not able to connect it to a hotspot from my phone.

I've just tried to use the web player through an incognito browser and this also didn't work; I have attatched an image of the result below. Looking forward to your response

[Yordan]

Hi there @Megazelda1234,

Thanks for testing 👍

Something else that comes to mind is checking if sites (Spotify included) are allowed to use JavaScript. Looks like you're mainly using Chrome, you can find the option in the browser's Settings > Privacy and security > Site settings > JavaScript.

Spoiler

If the issue persists, it's worth resetting your browser settings. Don't worry - your bookmarks, history, and saved passwords won't be affected.

For the documents not showing when trying to edit the hosts file, you probably forgot to switch to "All files":

Spoiler

Feel free to try again, or use the alternative method below:

1. Press the Windows Key + R to open Run.
2. Paste the C:\Windows\System32\drivers\etc directory and press Enter.
3. Right-click on the hosts file and open it with Notepad.
4. Remove any lines with "spotify" in the address. Refer to the aforementioned article for detailed info.

It's also worth checking if Spotify allowed through the Windows Firewall. You can try turning it off temporarily to see if that helps. Another thing that may help here is flushing the DNS cache. You'll find a detailed guide on how to do that here.

Hope this helps! Let us know how it goes 🤘

[Megazelda1234]

I am now learning that the only way I was able to sign into this site on my pc was because of my cookies on the site, I now am responding on my phone. 

I was able to try all of the previous methods described with these new instructions, but I still am unable to access Spotify on my computer. Looking forward to whatever else you can think of, thank you in advance

[Susan_GP]

Hi @Megazelda1234,

Thanks for keeping in touch and for trying out our recommendations.

So you're not even able to access the Community from your PC now? Now, we understand you don't have the chance to try using a different internet connection, so it's worth trying to reboot/restart your computer and modem/router to see if that makes a difference.

On another note, try the following:

• At the bottom left corner of desktop, type 'cmd' in the Start menu's search bar, and press Enter.
• Type 'ipconfig /flushdns' in the Command Prompt, and press Enter.
• You will be prompted with a message that they have successfully completed it.
• Restart your Spotify app and browser and check again

Lastly, if your PC has no WiFI, you could try your mobile device's cellular via USB cable. The steps on how do that variate from Android to iOS, but you can find the steps online. Check this article for Android, and this one for iOS. This is just to verify if it works with a different network. 

Let us know how that goes.