songs playing but no sound on airpods pro

[LuukElsten]

Plan

family Premium

Country

The Netherlands

Device

Lenovo laptop

Operating System

Windows 10

My Question or Issue

Hello, 

I've been having issues with the spotify desktop app. When I want to play a song on my airpods, it doesnt play any sound, but when I disconnect my airpods, the desktop app works on the speakers. I have tried numerous things, but they all didnt help. The sound works on the 'site version' but I cant manage to find a solution for the desktop app. one thing i have to note is that my airpods dont show up in the 'devices' section in spotify, but they are conected to my computer. Is there anyone that can help or has this same issue?

[Mihail]

Hey @LuukElsten,

Thanks for searching for the answer you need here!     

We hope you don’t mind us replying now as we just stumbled upon this thread. It's a good idea to fully unpair your airpods from your computer (often called forget), restart them and connect them anew. That should get any Bluetooth connection issues out of the way. 

If that doesn't do the trick, would mind trying to reinstall Spotify again and let us know if that fixes the issue for you? You can follow the steps in this guide. If not, could you let us know the exact version of Spotify you're on? Once we have that, we can take a closer look.

Hope this helps. Keep us posted on how it goes.  

[gabstat]

Same issue here on my Iphone 7 w/ airpods 2.
Tried re-installing Spotify but it didn't solve it and the issue came back.
Even when disconnecting the airpods, the sound doesn't come back until I fully close spotify,
Not having the same problem with other streaming apps (youtubemusic or Apple music..).
Thanks!

[Elena]

Hey there @gabstat,

Thanks for reaching out about this here in the Community.

Just to confirm, did you try fully unpairing your AirPods from your phone, restarting it, and pairing them back?

Also, make sure to run a clean reinstall of the app by following all the steps you'll find here. This is different than a regular reinstall and can be helpful to get rid of any cached files that might be causing trouble.

If none of those do the trick, can you give it a try with another device and let us know if the issue persists?

We'd also like to know the Spotify version you're running so we can further look into this.

We'll be looking out for your reply.

[nikegal]

I'm having the same issue and have already done these: 

• clean reinstall; currently on 1.1.48.625.g1c87c7f7 (Microsoft Store version) 
• unpair & re-pair airpods 
• different windows 10 laptop 
• used Spotify web player Firefox 
• troubleshooted with Apple Support 

The issue has not changed. Please look into your software. This is very frustrating. 

[Eni]

Hi @nikegal, 

Thanks for getting in touch about this. Great troubleshooting so far, we can add a few more steps to make sure we've covered all bases.

Could you let us know if it's working with the web player?

On another note, would you mind checking your Playback devices to see if your AirPods are set to default? If they aren't, try setting them as Default.

If this doesn't do the trick, we suggest that you check if Spotify is muted in Windows Volume mixer.

Cheers - let us know how it goes!

[gabstat]

Thanks for the message @Eni.
I did all of that but it didn’t really solve much. What seems to be working better is when my Mac (running on BigSur) is turned off. Seems like the AirPods are connected both to the Mac and the iPhone and Spotify is not taking over as it should when playing on the iPhone. This is only happening with Spotify and not with my other streaming apps. Maybe something that can be looked into on your end see if you can reproduce the issue?
Thanks for the help.

[nikegal]

@Eni It is not working with the web player. 

Confirm that airpods are set to default. 

No, unmuting is not a solution because the issue is I hear sounds coming through the airpods but then sound gets cut off after. In Bluetooth settings, the airpods shows as "connected" and the Spotify app continues to play. 

I am not having this problem with youtube or netflix, so i suggest you review your app on Microsoft Store. 

[Eni]

Hi again folks!

Thanks for keeping us in the loop. 

Could you let us know what happens if you try to connect Spotify with a different Bluetooth device such as a speaker?

On another note, we suggest that you reset your AirPods following these specific steps. 

Let us know how it goes!

[nikegal]

@Eni Already tried resetting them. Doesn't work. 

Tried Bose Bluetooth speaker and did not have this problem. As I've said above I've troubleshooted with Apple and it wasn't an issue on their end. Other apps on my laptop with airpods do not have this issue it's only when run concurrently with the Spotify desktop app the sounds get cut off but Windows thinks the airpods are still connected. 

Now that I think about it... 2 weeks ago I did a clean reinstall of Spotify and did not have the issue the one time I used Spotify. However the problem happened again today. Looking at the Microsoft Store history - there was an app update on Dec 11. Could that be the issue? i.e. the app can't be upgraded in Microsoft Store, but needs a clean uninstall and reinstall on the machine. 

[Eni]

Hi @nikegal, 

Thanks for letting us know this and for your quick reply.

We can’t confirm that the inconvenience is related to the latest update, but we’d like to keep investigating.

You mentioned that you’ve already run a clean reinstall and it worked for a while. In this case, could you try reinstalling the app again following these steps? Make sure to download the app again from the Microsoft Store.

We suggest that you delete all Spotify folders and files before reinstalling the app. 

Let us know how it goes 🙂

[nikegal]

The sound cut out again this morning. Clean reinstall isn't the solution. 

[Eni]

Hey again @nikegal, 

Thanks for keeping us in the loop. 

Could you let us know if you use your AirPods with other phones as well? 

On another note, we recommend turning off your PC before you use your AirPods with your phone's Spotify app since the recently connected devices which are still active might generate mix-ups.

Let us know how it goes!

[nikegal]

@Eni I'm not sure you know what you are asking. You do understand that I'm using the Spotify desktop app on my windows 10 laptop right? The phone spotify app is irrelevant. 

[Ver]

Hey @nikegal,

Thanks for getting back to us 🙂

It's a good idea to try using your AirPods with another device, for example with your phone. That way we can check if the issue is related to the AirPods or to your PC. Are there any changes?

Keep us posted! We'll be right here if you have any questions.

[nikegal]

@Ver no issues with the phone. Can you please read the history of this discussion thread to see the troubleshooting I've done before suggesting further options? thanks.  

[Eni]

Hi again @nikegal, 

Thanks for getting back in touch. 

Could you try logging out on your phone's app first and then using your AirPods with the PC's app?

Let us know if this makes the difference 🙂

[nikegal]

@Eni I have tried it once today for 1 hour and no disconnects during the hour.

[Novy]

Hey @nikegal, 

Thanks for keeping us in the loop. 

We're glad to hear that the app has been working as it should. 

If you notice this happening again, let us know and we'll see what we can suggest.

Have a good one.

[nikegal]

@Novy I had 2 cut outs this morning with the airpods pros. I believe it is a problem with how the airpods works with Windows. Either Apple or Microsoft has to fix it. This occurred shortly after iOS14 update.