Folders not appearing

[kaique_jcerqueira]

Plan

Premium

Device

Any Desktop

My Question or Issue

Since the last update, I am unable to access any newly created folders. The images below show two subfolders within the 'colombia' folder, but when I open it, I can only see a playlist I created previously.

[MihailY]

Hey @kaique_jcerqueira,

Thanks for reaching out.

We weren't able to reproduce this on our end, as newly created folders are showing up correctly in the Windows desktop app.

To help us narrow this down, could you check whether those missing folders appear in the web player? If they do, that would suggest the issue is isolated to the desktop app.

In that case, we'd recommend going to Help > Troubleshooting from the three-dot menu and trying the available troubleshooting options there. If the issue remains, it'd be a good idea to perform a clean reinstall of the app using the steps here.

Also, could you let us know:

• Your OS version
• Your Spotify version (found under Help > About Spotify)
• Whether the issue affects all newly created folders or only specific ones

We weren't able to see the screenshots attached to your post, so if possible, please upload them again. 

We'll keep an eye out for your update!

[kaique_jcerqueira]

Hi, @MihailY!

Thanks for the reply.

The missing folders do not appear in the web player either. Even when I create new folders in the web player, I have the same issue.

The only solution that worked for this problem was to create folders on the mobile app (via smartphone or tablet). But even on the mobile version, I can't see the previous folders that I created on the desktop version. They're still missing.

Spotify version: Spotify for Windows (64 bit) 1.2.92.148.g882cc571

*For the images: "pastas" mean "folders", in portuguese.  

[MihailY]

Hey @kaique_jcerqueira,

Thanks for the additional info and the screenshot.

As a next step, could you check whether you're able to create and view folders on the desktop app using a different Spotify account? If you don't have another account available, feel free to create a temporary one for testing purposes. Once you're done, you can close it by following the steps outlined here.

Let us know how it goes.

[kaique_jcerqueira]

Hi!

I've created a new account and the issue was solved! What can I do about my main account?

[Vasil]

Hey @kaique_jcerqueira,

Thanks for letting us know!

What I'd like us to try in this case is the following:

• With your main account, log out of any affected devices and then log back in twice in a row. This will trigger a manual sync of all your settings and data.
• If the issue remains and you haven't gone over the steps for a complete clean reinstall, mentioned by @MihailY, please do so now

If the same behaviour remains with your original account but not the new one after this, it's also an option to transfer your music over to the new account. Although it's not the ideal workaround, this will provide you with a properly working account containing the most of your listening habits. 

We hope this helps! Keep us posted on how things go 🙂

[kaique_jcerqueira]

Hi!

I'm glad to report that I've found a solution: I've created a new folder in the library separated from any other folders, it finally appeared and then I've moved it into one of my previously created folder. Then, all of the sudden, all of my missing folders have appeared and now the feature is working properly!

Thank you guys!

[OscarDC]

Hey @kaique_jcerqueira,
 

Thank you for keeping in contact. 
 

We're glad to know that everything is working fine after the workaround. We appreciate the time you took following the process and sharing your resolution. Hopefully, this tip will help other users too.
 

In case you need anything else, remember that we're just a post away.
 

Cheers!