[OSX] Spotify hangs upon launch

[AlexejK]

Device:

OS X

Operating System Version:

El Capitan 

Spotify Version:

1.0.20.94.g8f8543b3

Description:

Spotify hangs upon launch. Force-kill and re-launch allows Spotify to start. Closing it and re-starting again will cause the same problem.

Effectively you launch Spotify you now have to use "Start -> Force-kill -> Start" Sequence which is midly amusing initially but annoying in the long run. Multiple updates have been released for Spotify on a Mac since the initial issue has been observed (and reported in the OSX Help section), yet the hanging is still happening.

To reproduce:

1. Start Spotify
2. Observe black spotify window and spinning ball of death
3. Force-kill Spotify
4. Restart it again
5. Observe everything working
6. Play a few songs and close down the app
7. Repeat from 1).

Workaround:

 Force-quit upon hanging and restart the application. Starts every second time without issues..

Additional information:

 Hang logs attached. Similar issue has been observed for a few of the latest versions.

This issue does not seem to differ no matter if a free or premium account is used (I'm using Premium one)

Crash Logs Spotify.zip

[gnovella16]

Hey there! 

Thanks for letting us know about this. Can you try to reinstall Spotify? Here's how: https://support.spotify.com/learn-more/faq/#!/article/reinstallation-of-spotify. This should help out with this. Let us know how it goes.

Keep on dancing 🙂

[AlexejK]

Hi,

I've been performing clean re-install after each update of Spotify came out in the last month as well as yesterday just before giving you a report. Still the same issue after first reboot of the laptop.

It starts and allows me to sign in again. But then I get the same issue again. And again. And again.

Therefore please don't be so hasty in marking this as not an issue as it's clearly is and if you take a look at the community forum for Desktop - Help OSX you will see that many people did try to reinstall it. Removing caches, application support folders and a few other things does help - ONCE.

There is clearly an issue on El Capitan which did not exist on Yosemite for me.

[AlexejK]

@gnovella16, I would appreciate a response to this as, like i've mentioned in my previous comment, the issue is persisting even after a clean reinstall that I've still decided to eprform (again) after your reply.

I've done this way too many times and I'm clearly not the only one.

Being a paying customer I'd expect more than simply "Not an issue" and "please reinstall and it will work" response.

[gnovella16]

Sorry for the delay! 

It's strange a clean reinstall hasn't worked. Can you try downloading the app from: http://download.spotify.com/Spotify.dmg? Let us know if it helps.

Keep us posted.

[ernestk]

I have the same problem.

After instalation from Spotify.dmg file app starting and immediately freezing.

Black window is displayed.

OS X ver. 10.11.2

Regards,

Ernest

[AlexejK]

Hi,

I've performed a clean install of the Spotify.dmg you have provided and still experiencing the exactly same issue.

[ernestk]

Dear Spotify Customer Service!

Wake up!

We have a problem and you do nothing.

I can not run my spotify app on mac os x.

Reinstaling doesn't help.

Instaling form there http://download.spotify.com/Spotify.dmg? also doesn't help.

How long we must wait?

It's been 3 weeks from first request of this issue.

And yes, THIS IS AN ISSUE, so please treat us more seriously.

Regards,

Ernest Kurzeja

[AlexejK]

@gnovella16, can we please get an update here?

I still need to stress that it's unacceptable that you keep this marked as "Not an issue" when there are multiple people having this issue.

[hygor]

I also have this issue despite fully uninstalling and reinstalling several times. MBP 2015 OSX El Capitan.

[AlexejK]

New version 1.0.20.101.ge6957e14 has same behavior even after clean re-install.

I honestly cannot believe we are still not getting any more response or action from someone at Spotify.

@gnovella16 or whoever else at Spotify, as a paying customer I'd expect by now that you will acknowledge that this is an issue and do something about it. What does it take - for me to drop by your offices here in Stockholm to show the developers it's an issue? 

I would also expect some community manager to take a look at the OSX community page to realize that people are quite unhappy by the lack of communication from your side.

So far - this is not a customer service you should be proud of. The very least you should've done is changed from "not an issue" to something more sensible (like investigating)