app crashes automatically after 5 minutes

[evelynnnss]

i launch the app and start playing music, after around 5 minutes it crashes randomly for no reason

[Ivelina]

Hi there,

Welcome to the Community!

To get a better understanding of the situation, it'd be great if you could send over some details, such as:

• Device this is happening on and it's OS-version, as well as if the issue persists on another device.
• When did the issue start? Was it after an update for example?
• Have you tried any troubleshooting steps so far and what exactly?
• If you're seeing any error messages, you can also send over a screenshot by using the Insert image option in the post editor. Just make sure not to send any private info.

We'll be on the lookout for your response 🙂

[evelynnnss]

Edition Windows 10 Home
Version 22H2
Installed on ‎11/‎27/‎2023
OS build 19045.3930
Experience Windows Feature Experience Pack 1000.19053.1000.0
it started 11/27/2023 after factory resetting 
ive installed older versions, uninstalled and reinstalled multiple times, and reset my pc multiple times
no errors have appeared

[Ivelina]

Thanks for the details, @evelynnnss.

Could you do a clean reinstall of the app, as well as make sure to clear the cache? A clean reinstall is different than a basic one and can help resolve different issues with Spotify's performance. You can follow the steps in this article. 

It's also worth mentioning that the Spotify version from the Microsoft Store and the one from our webpage can behave differently. Check if the issue would persist if you completely delete the version you're currently using and install and run only the other one. 

If there's no change, could you let us know how the crash happens? Does the app stop responding or it automatically closes itself?

Hope to hear from you soon. 

[evelynnnss]

it just closes its self, ive done everything you recommended

[Vasil]

Hey @evelynnnss,

Thanks for the reply!

Let's try booting up your Windows in Safe Mode with Networking enabled and see if that does anything for us 🙂
To do so, follow these steps:

1. Power off your computer
2. Restart your computer and immediately start pressing the F8 key, located on your keyboard. Continue to press F8 repeatedly until the Boot Menu appears
   Note: This key may very, depending on your device. Common keys used to access the boot menu include F12, F11, Esc or Del or sometimes even other F keys. 
3. Select Safe Mode with Networking from the list of options using the arrow keys on your keyboard, followed by the ENTER key
4. Log on to your computer if prompted, locate and open the Spotify app.
5. Monitor if any crashes occur.

Note: Once logged in you will notice that the desktop looks different when compared to booting up your computer in normal mode. Your display may seem enlarged and unclear, but this is normal while in Safe Mode.

The desktop will revert back to its previous state when you exit Safe Mode. When you are ready to exit Safe Mode, simply restart your computer. 

Keep us posted on how things go! We'll be on the lookout 🤞🏼

[evelynnnss]

doing this has made it worse, music now pauses after 30 seconds and still closes itself 

[evelynnnss]

actually its only happening now when i listen along with people

[Ivelina]

Thanks for the details, @evelynnnss.

Could you give us a bit more info on what exactly you mean that you listen along with people? What function are you using for this? Any info would be useful so that we can get a better understanding and know what steps to suggest next.

Thanks 🙂

[evelynnnss]

im using the discord integration to listen along with others

[Ivelina]

Appreciate the info, @evelynnnss.

In this case, if you haven't already, try to disconnect Spotify from Discord and reconnect them. You can follow the steps here. Also, if by any chance you're using the Crossfade feature, try turning it off.

Keep us in the loop!

[evelynnnss]

still closing itself even without listening along again

[Ivelina]

Hey again @evelynnnss.

Would it be possible for you to log into a relative's or a friend's Spotify-account on your device to test if the same thing would keep happening? This is so we can investigate if the issue is account-related.

On another note, could you also make sure that your system drivers are up to date if you're running the newest OS-version on your device? 

We'll keep working on this together 🙂

[evelynnnss]

i think the issue is associated with my spotify account, i dont want to have to pay for premium again on a new account, is there anything i can do?

[evelynnnss]

nevermind the issue still happens on other accounts and everything is up to date

[Ivelina]

Thank you for trying, @evelynnnss.

Would it be possible to send us a video recording of the issue? You can attach it to your next response by using the Insert Video option in the post editor. If the attachment is too big - we'd suggest that you upload it to Google Drive and share the link with us (make sure the video has the permissions for anyone to see it) or upload it as unlisted YouTube video(s). 

Hope to hear from you soon.

[evelynnnss]

i cant really record it it happens randomly

[Vasil]

Hey @evelynnnss,

You can start a recording before using the Spotify app. Even if the behaviour is random, if the app crashes every few minutes, you should eventually be able to catch the behaviour on tape 😄

And, just to confirm - when you say that everything is up to date, do you mean every system driver? You can check their status by following the steps from this support article by Microsoft. We'll be on the lookout for your reply 🙂
 

[evelynnnss]

here are 2 recordings of it 

[evelynnnss]

still yet to get a response after providing what you asked for