Spotify (Desktop) adjusting for communications activity incorreclty

[aydeisen]

Summary

Volume reduces during playback in Spotify when another sound outside of the Spotify application plays.

Troubleshooting:

This was most prevalent for me when launching Cisco IP Communicator while Spotify was playing a track, but it also occurred when there was a new toast in the Action Center.

• After issue occurred, closed and relaunched Spotify.  Spotify would go back to playing at a normal volume until another "conflicting" sound played.
• Closed IP Communicator and Spotify.  Changed the configuration in the Communications tab of the Sound control panel utility from "Reduce the volume of other sounds by 80%" to "Do Nothing" (screenshot attached).  Launched Spotify first, and started playing a track.  Then launched Cisco IP Communicator.  Result: No volume adjustment occurred 
• Closed IP Communicator and Spotify.  Reverted settings in Communications tab of the Sound control panel utility from "Do Nothing" to "Reduce the volume of other sounds by 80%".  Launched Spotify first, and started playing a track.  Then launched Cisco IP Communicator.  Result: Volume from Spotify track dropped when Cisco IP Communicator started
• At no time when Cisco IP Communicator was running was there an active or incoming call which would justify the volume reduction configured.

Specifications

Hardware

Manufacturer: Dell

Model: Latitude E7470

Type: Notebook

Operating System

Operating System: Windows 10 1607 (Anniversary Update)

Edition: Pro

Architecture: x64

Version: 10.0.14393

Spotify

Version: 1.0.44.100.ga60c0ce1

Cisco IP Communicator

Software Version: 8.6.5.0

CDP Driver Version: 1.0(0.2)

Voice Engine Version: 3.5.0.0

Audio Device:

Output: Jabra Evolve 80

Type: Headphones

Connection: USB

Workaround

Setting the Communications settings in the Sound control panel utility to "Do Nothing" prevents this issue from occurring.  Of course, Spotify's volume would not reduce automatically on an active call, nor restore upon the call's completion, so this can't be considered a solution.

[RodrigoPalma]

Hey @aydeisen, welcome to the Spotify Community!

We'd like to try a couple of things first. Can you follow the steps shown here? They should help you with this.

Let us know how that goes.

[aydeisen]

@RodrigoPalma

Thanks for the response.  I can confirm that reinstalling Spotify does not resolve the issue.  I recently replaced my computer, and the issue was the same on the old one.  I have also attempted to reinstall Spotify in the past when this issue arose.

[RodrigoPalma]

Thanks for the update, @aydeisen!

Just to be sure, can you confirm if the same thing happens while using your account in the new computer?

Keep us in the loop.

[JuanSebastian]

Hey @aydeisen! 

We haven't heard from you in a while. Are you still having issues with your app?

If we don't get a reply from you in the next 48 hours, we'll close this thread.

Keep us posted. 

[aydeisen]

Yes, I am still having this issue.  I had replied that the issue is occurring on the new computer.   I'm waiting on your followup. 

[MonicaM_Bogota]

We understand.

Could you let us know if this is still happening when you change your audio output (ex: headphones to speakers?

We'll see what we can suggest. 

[aydeisen]

I can confirm that the issue is repeated, regardless of the output type.

[MonicaM_Bogota]

Thanks for letting us know.

If you have a Premium subscription, you can try these steps:

1. Log in to your account page on our website and click Offline devices in the menu on the left.
2. Click REMOVE ALL DEVICES.
3. Uninstall the app with the steps here.
4. Restart your device.
5. Restart your router.
6. Reinstall the app.

Let us know how it goes.

[aydeisen]

Funny...this looks like the exact same link @rodropalma provided two weeks ago as a response to the initial post; the one where I responded saying I could reproduce on two separate machines, one of which I had performed the inital installation of Spotify within a week of my post in this forum (thereby not needing to reinstall it on the one computer since I could reproduce the problem with a fresh install on a separate computer)

Also, why would I reboot my router for a software issue, especially one that I can reproduce on two separate network and two separate machines?  This is an issue with audio playback.  If this were a network issue, I'd be having this problem with other applications, not just Spotify.

There are only two elements between the machines and networks I've been having this issue on that are common: Spotify, and Windows 10 (specifically, how Spotify responds to a sound that overrides Spotify's playback, which appear to be related to the Windows communication settings).

As a fellow IT support professional, I understand the need to go through the basics.  But please don't take me for a fool by having me perform catchall troubleshooting steps that we in the industry reserve for "I don't know" and "I can't be bothered" scenarios.

I will be happy to provide any additional information regarding this issue that the support and development professionals at Spotify require to reproduce and rectify this issue.  Please let me know what that information is so we can work together to find the solution.

[MonicaM_Bogota]

No worries, @aydeisen.

We've let the right team know about this, and we'll keep you updated.

Don't hesitate to write us back if you need some extra help.

Have a great week.