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Web player stuck on ad

Spotify web player suddenly stuck on an ad on Google Chrome since 3 days. Tried to reload, sign out, then deleted cookies, cache, history, opened it in an incognito page, logged on different browsers (safari, firefox) and machine but everytime I log in, on any device, the advert box on the left will come back without playing and let me play anything as the play button is greyed out (see screengrab).

Any idea? This is really frustrating.

 

Thanks

Zypan

Screen Shot 2017-10-09 at 11.03.30.png

Hey folks,

 

The tech team have been looking into things here, and we're going to close this one up now!

 

If you do experience the issue again, please reach back out to us in a new thread so that we can provide the best support. If you do reach out in a new thread, we'd also recommend letting us know the below:

 

- Does clearing your cache/cookies help: 

- The most recent time and date (with time zone) an ad broke the web player: 

- Browser and version number: 

- Are you using an ad blocker, and if so which one:

 

Thanks again,

/M

Comments
Fleed

I am having the same issue, I even just purchased premium now and it's still stuck on an add.

The add for me is for SKY Broadband and appears to be 40s long (even though I cannot play it). When I click on more info it brings me to  http://www.sky.com/shop/broadband-talk/

T-Bills

No offense to anyone on the Spotify team but how can a well-known bug go unfixed for 3 months? Shows you how much resource Spotify spends on non-mobile products. 

 

It's like... yeah ad brings in revenue so you keep the ads even though it's converting a bunch of people to Pandora when your product doesn't work. Maybe turn off the ads, fix everything, then put the ads back on?

 

And a tip for the dev team - how do you know which ads are creating problems? When you see people leaving the page after less than a minute you know there's a problem. Every web player has a unique ID, and you can see which ads are loaded for a specific account I hope? As far as OS goes... if Google lets me see OS info of traffic, you can find a way to do it too. 

 

It's not a monopoly - when your product doesn't work, people leave. I suppose web player isn't the highest priority, but I'm telling everyone my experience with Spotify for sure and you can bet the same for everyone who posted in this thread. Figure it out. 

rekle

I personally will not share what are the ads and what time it happens because I DON'T WORK for Spotify, you do...!

Anyway another method i found to unstuck the player, well is little weired and funny but it works...

1. Point your cursor on the album cover where the play symbol appears.

2. Start clicking fast the play cover button press F5 for refresh while still clicking fast.

3. Clicking until the page fully reloaded.

Then the player is available again for you to use. If it doen't work at the first time try a second one. At me it works.

the_cw1

Hi rekle,

 

That actually worked for me! 🙂

EOEOEOEO

I just copied the URL of one of the songs I like and pasted it on the address bar. It worked. Another way that seems to work is to click on one of the links you have (or some body else has) posted on facebook to a song or album.

Jack

Thanks for that recent workaround, @rekle.

 

We understand it's not ideal, but we really require the following from each user here:

 

- Your device/operating system

- The date and approx time (incl. timezone) that this last happened

- The ad that's getting stuck (if you're able to see this when it freezes)

When that's posted, we can pass it onto the devs who'll continue to investigate.

katanalevy

Thanks alex1992, your solution worked perfectly!

Chris
Status changed to: Under investigation

Hey folks,

 

Thanks for bearing with us. To help the tech team investigate furhter, we'd like to collect some up-to-date info from anyone still having this issue:

 

- Does clearing your cache/cookies help: 

- The most recent time and date (with time zone) an ad broke the web player: 

- Browser and version number: 

- Are you using an ad blocker, and if so which one:

 

Thanks for bearing with us. Hopefully we'll have a fix soon. 

 

 

Melody
Status changed to: Case Closed

Hey folks,

 

The tech team have been looking into things here, and we're going to close this one up now!

 

If you do experience the issue again, please reach back out to us in a new thread so that we can provide the best support. If you do reach out in a new thread, we'd also recommend letting us know the below:

 

- Does clearing your cache/cookies help: 

- The most recent time and date (with time zone) an ad broke the web player: 

- Browser and version number: 

- Are you using an ad blocker, and if so which one:

 

Thanks again,

/M

Gottabmxd

Stupid ad was stuck and after trying multiple things this worked:

 

unlink Spotify from Google Home

sign out of every single device

refresh my laptop

close all apps on my cell