"Can't play the current song" - problem with continuous playback

[Fancycicada]

Plan

Premium

Country

United Kingdom

Device

Desktop

Operating System

Windows 10

My Question or Issue

My playback is stoping in random time. I recorded short video with the problem. This is not problem with connection (I have stable 100mbps). I tried TIDAL instead and everything worked flaweless.

I did fresh Spotify reinstall and I have the same problem

https://streamable.com/0l463x

[Alex]

Hey @Fancycicada,

Thanks for reaching out about this in the Community!

We'd recommend you try the following:

• Perform a clean reinstall of the Spotify app, following this Spotify Guide. This is a more throughout reinstallation.
• Log out Everywhere and log back in only on one device. Check if the issue persists.
• Try logging in with a different account to check if this is account related. You can create a free account or ask a friend/family member to log in with theirs.

Keep us posted on how you get on.

[Fancycicada]

*Right, I done fresh reinstall using app from Windows store and I checked cache folder in C:\Users\*Username*\AppData\Local but was empty.

*I can play music but sometimes I have problem with constant playing, I don't see connection beetwen login/logout process and streaming beetwen Spotify client and Spotify server.

*I don't have second account and I think that solution is pointless.

With all respect for support but this answer template can't help me.

Do you need more detailed information from me?

[Eni]

Hey @Fancycicada, 

Thanks for getting back to us. 

We suggested that you log out and log back in because that's how the app forces a cache refresh. 

Could you let us know if this issue is only happening on your PC or on other devices as well?

Lastly, we'd like you to try with a different internet connection, for example creating a hotspot on your phone and using that. This would help us narrow down the possible cause of the issue.

Keep us in the loop.

[Fancycicada]

I noticed something interesting. Sometimes my speed is locked on 1-2 mbps in Spotify app. In this scenario I have "Can't play the current song"  many times and it's taking ages to download playlist. After app reset everything is back to max 100mbps but in random time I get this problem again. I attached screenshots from Task manager.

[Alex]

Hey @Fancycicada,

Thanks for the screenshots and the troubleshooting you've gone through.

Glad to hear that the app is working better after the reinstall and cache clearing.

It would be worth logging in with a different account, since sometimes issues arise with certain accounts and their connectivity to the servers. You can create a free account for test purposes, it works almost exactly the same as a Premium one on PC.

Other things you can try:

• Restarting your router
• Making sure no Firewall/ System management software is blocking Spotify
• Turning off any VPN, if you're using one

As community moderators, we don't have access to your account, so we're doing our best to suggest possible solutions, which other users have reported in regards to similar issues.

Keep us posted on how you get on.

[thefoxik]

Hi,

I am having this same problem. I have just created a secondary account to test your theory and unfortunately it was unsuccessful.

After a random integer between 3 seconds into the song and 16 seconds into the song it cuts and then says "Can't play this song." leading me to believe it could be connection related. I have performed the following connection troubleshooting just to ensure that it's not my end:

- ipconfig /flushdns

- Speedtest: https://www.speedtest.net/result/11477825419

Answers to your previous post:

- No VPN installed.

- Firewall not blocking as recently reinstalled and unblocked application.

- Router is fine.

I will note I am able to play songs a bit more consistently on the mobile application. I am completely unable to use open.spotify.com to play music (it just doesn't play at all and spins forever).

I had already followed some of the original troubleshooting steps that other tech resources have asked, such as;

- Disabling hardware acceleration.

- Clearing cached songs.

- Toggling crossfade.

It feels like it's buffering. And I've noticed that the application both on the web and desktop are missing a playlist that I have, sometimes it reappears after some time.

Any further advice is appreciated.

Kind regards,

Foxik

[Fancycicada]

I did router and modem restart and checked firewall settings but system allows Spotify to transfer data in/out. VPN was turned off by default. I didn't use another account.

I'm confused, because I thought that reinstall and cache clearing solved my problem but it's not. I recorder video of my screen where:
1. I played music but slow connection (0.5 mpbs-2mpbs with temporary peak with 25mpbs on 24s on video) doesn't allow me to listen music comfortable.

2. Restart app and try again.

3. Turn on VPN with UK server and playing content.

You will notice a big diffrence

https://streamable.com/depv6e

[thefoxik]

Hey Fancycicada,

You're totally right. Just confirmed with my VPN and even a connection to london is improving streaming quality a ton. I can even now stream straight from open.spotify.com.

@SpotifySupport can you please take this as confirmation there's definitely something wrong with connectivity, whether it be the protocols or otherwise?

I will mention I do have Hyper-V manager installed so generally my connection goes through the exnet v-switch.

Can you confirm if you have a similar setup?

Kind regards,

Foxik

[Alex]

Hey folks,

Thanks for sharing what has improved the connectivity on your end.

Unfortunately we can't recreate this on our side to test it out.

You might want to reach out to your ISP in this case, since the issue is network related.

Something else that is worth giving a go - clear any entries containing Spotify from your host files. This can hinder the performance of the desktop app and the web player on some machines. Follow the instructions in this Guide to do so. Let us know if that made a difference.

[Fancycicada]

I have no entries in

C:\Windows\System32\drivers\etc

I used Wireshark to trace connection beetwen Spotify client and CND and I got 199.232.54.248 which belongs to Fastly and server is in UK. Any chance to get contact with Spotify IT department? I can provide any specific logs for them.

[Alex]

Hey @Fancycicada,

Thanks for the reply.

If you want, you're welcome to reach out to our customer support team here. 

They'll be happy to help out further, even though the issue is most likely set-up and network related.

Hope this info is helpful.