Unable to play any track with the Windows 10 player

[Varkhan]

Hi guys,

I'm using the Family premium abo.

Since yesterday morning, I'm unable to play any track on my Windows 10 laptop. The Android and Webplayer clients both work perfectly fine.

Here's the issue.

When clicking a playlist, the player goes through all tracks (half a second per track) without playing it, going directly to the next, and the next, etc. This behavior happens for every playlist, stored locally or not, any radio, just about everything.

If I click on a specific track instead of a playlist, the track doesn't play, and the message ""This song is not available. If you have the file on your computer you can import it" displays.

Being an old IT pro, I honestly think I probably tried everything that could come to mind to try to solve this, soft rebooting, uninstalling and cleaning the registry and local files, removing offline laptops from my account, disabling the firewall, trying different networks (Ethernet/Wifi from the office but also Wifi over my 4G)...

The issue seems to have already arisen in the past for others, but without any real solution. Some user said "it worked again after x time" but yeah, that's not a solution.

So, first of all, is the issue occurring now to anyone else? From my POV it's an API problem, as there really seems to be nothing more I could do, locally. Or an account problem, but then what?

[HoosierDeb]

I'm having the same issue on my Windows 10 laptop, and it just started this morning.  Everything plays fine on my iPhone, but any song I attempt to play on my laptop displays the message "This song is not available.  If you have the file on your computer you can import it".  I'm also an IT person 🙂  but don't have enough time to try all of the troubleshooting steps at this point.  

[Varkhan]

Thanks for the input @HoosierDeb !

I'm testing it right now on my other laptop, also Win10. It was still running the 1.0.59.395.ge6ca9946, and everything was fine. Just installed the latest 1.0.60.492.gbb40dab8 and... it's working fine too.

Just to be sure, I restarted the first laptop and re-tried. Nope. Still not working. This really points to something account related for this specific device. Of course I can't 100% remove the possibility that I missed something locally when cleaning up, who knows... I still think I was pretty thorough, though.

An additional info: sometimes when the error occurs, if I play on another device it shows the device but no ability to switch to, as if the other device was found, but unreachable.

[Hubo]

Hey folks! Thanks for your reports.

That's not cool! Could you make sure your audio drivers are up-to-date? Also, could you try to do a full reinstallation with these steps:

• Log out of Spotify and then close the program.
• Uninstall 
• Browse to the cache and delete everything inside the folder. The default location should be: C:\Users\%Username%\AppData\Local\Spotify\Storage 
• Delete also the folder: C:\Users\%Username%\AppData\Local\Spotify\Users\ There is a folder for each profile that has been logged into Spotify on that computer account. 
• Restart your PC.
• Reinstall the app from here.

Let me know how you get on! 🙂

Have a lovely day!

[Varkhan]

 Hi @Hubo

Well.. for my part, it's been working again since yesterday, but, of course, without me doing anything, apart from a reboot (which, as mentioned, was already done many times).

No new software installed, no change to the config, the HW, no Windows updates, and no audio driver change either - about that, frankly, audio drivers? With that kind of error? Kinda far fetched IMHO - or Spotify is really poorly written 😛

As for the steps you propose, as stated before, it's already been more than thoroughly done on my side. If that was that easy, I wouldn't need to come ask for advice here ^^. A clean install is a clean install.

@HoosierDeb is it working now on your side or, if not, do you have the time to try what Huib suggests?

Thanks and have a lovely weekend

[Hubo]

Hey @Varkhan!

I understand. I'm glad to hear you've got things working again on your end. Also, @HoosierDeb, could you let me know if you're still having issues? If so, could you try the steps I've suggested before? I'd love to help you out! 🙂

Have a great day!

[Varkhan]

Hi @Hubo,

Well... you were right about the audio driver after all, sincere apologies for my lack of faith 😄

It happened to me again today, so I decided to check the driver even if I didn't believe in it, because, yeah, after all who knows... 

I'm running a Lenovo W530 on Windows10 Enterprise, and the driver installed was the Realtek one. I deleted it, rebooted, got the standard "High Definition Audio Device" from Microsoft, and lo! It works again.

@HoosierDeb any chance you'd give it a look?

Thanks
Have a great day

V.

[Hubo]

Hey @Varkhan!

Great to hear things are working again! Let me know if there's anything else. I'll mark this issue as Closed for now. If you're still having issues with this, @HoosierDeb, don't hesitate to create a new issue report (feel free to link to this one as reference)! 🙂

Have a great day!