impossible to start listenning music both pc and web

[astroboye]

Premium family

Country

France

Device

pc

Operating System

windows 11 / Firefox/brave/opera

My Question or Issue

since 3 days, after an update of the app, my spotify is not working. I can connect in app (with google email) and web player. After is more complicated nothing works, impossible de start listenning music, my avatar is black and my name is changed by a numbers and letters....

It is working better on web player, I ahve my avatar and playlist, but can't listenning music either. 

For both I see the green button for playing music but it doesn't work, nothing happens when when I click on it...

I send 3 emails to spotify they never answered....

Please help me

[RayyW0]

Hey there @astroboye and welcome to the Community!

Have you tried clearing the Spotify cache? You can do so by, 

1. Click your profile picture at the top, and select Settings.
2. Scroll down to Storage.
3. Click Clear cache.

If that doesn´t fix the issue,  you can do a fresh install of the Spotify app.

1. Close Spotify.
2. Open the Start menu and click Settings.
3. In the side column, click Apps.
4. Click Apps & Features.
5. Select Spotify from the list.
6. Click Uninstall.
7. Follow the instructions on the screen.
8. Download and install Spotify again (either through the Microsoft Store or directly from Spotify)

Hope this fixes the issue for you! Please let us know how you go on.

Have a nice day!

[astroboye]

thx, but I've already done this a few times since sunday. Still not working!

[Dessi]

Hey @astroboye,

Thanks for the reply!

Judging by the Home screen on the screenshots, you should be logged in the same account, but it's worth double-checking by clicking on your profile picture and then on Profile, as well as Account afterwards, and comparing what you see in the desktop app and the Web Player.

I'd also recommend checking if Spotify is allowed via the Windows Firewall and clearing the hosts file. You can also try logging out from both the desktop app and Web Player and logging in again using the same credentials. Try doing this twice in a row to make sure everything's synced. If you have a different internet connection available (a hotspot from your phone, for example), you can try connecting to it to see if that makes a difference.

Let us know how it goes.