Free Web Player - sound stops and skips

[12120798717]

I have been having problems with Spotify Free Web version since early 2016, with the sound stopping and starting, and skipping seemingly randomly.

There does not appear to be any pattern or cause for these problems that I can determine. There can be times when there are long periods when there are very few problems, as in my first trial, and then there can be many problems over a short time, as in my second trial.

This problem has been ongoing since then, occurring most times when I have tried to use Spotify. I have not found any way to stop this problem from occurring.

I have taken the following record of my listening today, in a hope that this provides some assistance to the Spotify people for what the problem is and how to fix it.

If there are any other information or trials that would help narrow down this issue, please can you advise me.

-----------------------

Spotify Version: Free Web version
OS: Windows 8.1
Browser: Firefox 45.0.1

Connection: wifi to Spark broadband (New Zealand), also with Ethernet connection replacing wifi

Problem started: first week of Jan 2016

Problem occurs: most times that I use Spotify

Location: Lyttelton, Christchurch, NZ

*- sound stops the progress bar stops also, and resumes at the new time location when the sound returns.

-----------------------
Started 28 Mar 2016, 11:50 am

1. Lie of Today - Role Models 2:46 - sound stopped 1:31-1:47*, brief stutter at 2:02, sound stopped 2:22-2:24*
2. Spotify ad - played okay
3. Long Long Time - Linda Ronstadt 4:23 - played okay
4. Rise - PIL 6:17 - played okay
5. Turn Up Your Radio - Master's Apprentices 3:33 - played okay
6. Spotify ad - played okay
7. Living In the 70s - Skyhooks 3:43 - played okay
8. Bad Boy For Love - Rose Tatoo 3:07 - played okay
9. Gasoline Alley - Rod Stewart 4:07 - played okay

End: 12:19
-----------------------
Start 12:30

1. Don't Have Much - Linda Ronstadt 3:31 - sound stopped 2:40-2:50*, sound stopped 3:20-end*
2. American Tune - Paul Simon 3:45 - played okay
3. Boulder To Birmingham - Emmylou Harris 3:33 - sound stopped 1:31-1:45* and 3:14 - end*
4. 99 Miles From LA - Art Garfunkel 3:24 - sound stopped 0:39 for about 30 seconds and when it resumed the progress bar showed 0:40; stutter 1:53; skipped 2:37-2:41 immediately ; skipped around 3:10-end immediately
5. It's Going To Take Some Time - Carpenters 2:59 - played okay
6. Heart Like A Wheel - Linda Ronstadt 3:10 - played to around 1:15 and then skipped immediately to end.

-----------------------

[Reflux_]

Hmmmm. @12120798717, can you give me your other computer specs like your processor?

[12120798717]

Here are the specs of my system.

Processor: Intel(R) Core(TM)2 Quad CPU   Q6600 @ 2.40 GHz  2.40 GHz

Intstalled memory (RAM): 4.00 GB

System type: 64-bit Operating System, x64-based processor

Thanks.

[Reflux_]

Can you tell me what your internet speed is? Right click on your internet meter and click sharing options. Then click where it says "Connection" and then look for your "Mbps".

[12120798717]

I am not exactly clear what you mean by "internet meter".

I hover over the 5-bar icon in the system tray in the lower right-hand
corner of my display.

It shows:
Transmit Rate: 54 Mbps
Wireless mode: 802.11g

This is with Spotify playing in my web browser.

[Reflux_]

Yes your transmit rate. That is kind of slow. You should try getting on another network that is faster. 54 Mbps can be laggy. Is your modem and router an older model?

[12120798717]

Thanks. I am with Spark which is the largest provider in NZ. I am on ADSL.
I just did a speed test using their speed test tool:
- http://www.spark.co.nz/myspark/myinternet/testyourspeed/

First Test:
Latency = 24 ms
Jitter = 4 ms
Packet Loss = Test Skipped
Firewall = Test Skipped
Download speed = 11.15 Mbps
Upload speed = 0.87 Mbps

Second Test:
Latency = 24 ms
Jitter = 1 ms
Packet Loss = Test Skipped
Firewall = Test Skipped
Download speed = 11.19 Mbps
Upload speed = 0.88 Mbps

My router is a DLINK DSL-G604T Generation II.

[Reflux_]

@12120798717 try clearing your cache and if that doesn't work then try incognito. If that doesn't work then try it in a different window. Tell me if this does not fix it.

Thanks.

[12120798717]

Hi,

Thank you for continuing to suggest tests for this problem.

I have tried these 3 things that you suggested but none of them made any
difference to the Spotify Web problem that I am having.

I then thought that I would test the Spotify Android App and the Spotify
Windows Desktop. Both of these worked fine. So there appears to be nothing
wrong with my wifi and internet connection speed. The problem appears to
lie with Spotify Web.


Start: Sat 2 Apr 2016 12:20pm
Shuffle: Off
Repeat: Off

*- sound stops, the progress bar stops also, and resumes at the new time
location when the sound returns.
--------------------------------------------------
Test 1

Clear Cache on Firefox

Tom Boy - Lee Aaron 3:58 - sound stopped 1:31-1:45* and 3:29-3:30*, sound
stutters 3:35
Spotify ad - played okay
Fire And Gasoline - Lee Aaron 3:59 - sound stopped 0:39-0:41*, skipped
3:43-end
Wanna Be - Lee Aaron 3:05 - sound stopped 1:31-1:44*, stutter 1:55, sound
stopped 2:23-2:24*

*Conclusion: Clear Cache did not fix the problem with Spotify Web Free.*
--------------------------------------------------
Test 2

Open New Private Window in Firefox.
I started counting the time that the music stopped using "1 thousand, 2
thousand, ..." as I thought the the

Tried to log-in to Spotify using Facebook but this did not work. (Clicked
on "Log In With Facebook" but it didn't let me in.)
Then tried to enter my Username and Password, but it shakes and says
"Incorrect username and password".
Googling found that I needed to go to Options > Privacy > Use Tracking
Protection in Private Windows = unchecked

Bittersweet - Lee Aaron 4:48 - sound stopped 1:30-1:32* and 3:15-3:17*
Popular - Lee Aaron 4:02 - sound stopped 1:31-1:32* (stop was about 4
seconds)
50 Miles - Lee Aaron 4:30 - sound stopped 0:39-0:41* (stop was about 4
seconds) and 2:24-2:25* (stop was about 10 seconds), and skipped 4:24-end

*Conclusion: Using a New Private Window did not fix the problem with
Spotify Web Free.*
--------------------------------------------------
Test 3

Opened a new window (not Private Window) in Firefox, opened Spotify in this
windown, and closed Spotify in the orignal Firefox window.

Bad Boyfriend - Lee Aaron 3:26 - sound stopped 1:31-1:32* (stop was about 2
seconds)
Heart Fix - Lee Aaron 5:38 - sound stopped 0:39-0:41* (stop was around 2
seconds), 2:24-2:24*(stop was around 1 second) and 3:16-3:16*(stop was
around 1 second), and skipped from 5:14-end
Spotify ad - played okay

*Conclusion: Opening a new (not private) window did not fix the problem
with Spotify Web Free.*
==================================================

Spotify Version: Android App Free Version
Device: Samsung S5
Android Version: 5.0
Uses same wifi network as Windows PC

Rock You - Helix - played okay
Nothing Says Everything - Lee Aaron - played okay
Spotify ad - played okay
Second Spotify ad - played okay
Fire And Gasoline - Lee Aaron - played okay
Big River - Secret Sisters - played okay
Wabash Cannonball - Secret Sisters - played okay
Good Luck, Good Night, Goodbye - Secret Sisters - played okay
Black And Blue - Secret Sisters - played okay

*Conclusion: Spotify Android App plays fine on Samsung S5*
==================================================

Spotify Version: Spotify Desktop for Windows
Device: Windows PC
Operating System: Windows 8.1

Paloma's Downs - Wendy James 5:45 - played okay
Indigent Blues - Wendy James 3:40 - played okay
King Rat - Wendy James 4:56 - played okay
Spotify ad 0:30 - played okay
Second Spotify ad 0:30 - played okay
Love From The 9th - Wendy James 2:45 - played okay
Bad Intentions And A Bit Of Cruelty - Wendy James 3:41 - played okay

*Conclusion: Spotify Desktop for Windows plays fine on Windows 8.1*
==================================================

[Reflux_]

Thanks for the information. There are currently a lot of people with this issue. I will escalate this and get back to you.

[Reflux_]

How's it been with the web player? Any issues?

[12120798717]

Hi,

Has there been a change to try to fix this? I wasn't aware of any change.

I have listened to one album today and it still seems to be having the same
problems as previously noted. I did not record the exact details but the
frequency and duration of the loss of sound seem do be the same as I have
previously noted.

[Reflux_]

Sorry to hear this. We currently have people looking into this issue. I will get back to you when I have an answer. Have a nice day!