web player not working

[e-827]

Plan

Free

Country

Device

iphone xr

Operating System

ios 17

My Question or Issue

hi there! as of two days ago, my web player has not been working. the top “good morning…get premium” message has been formatted weirdly and i can click on mixes and playlists but they are unable to play. the search button works, but a black screen just pops up. the account website works, and i can use that just fine, it’s just the player that’s not working. 

UPDATE: it’s now been one more day (so 3 total) and i’ve tried to clear the data, log in and log out, and now it’s gone straight into “simple mode” i think is what it’s called. i’ve uploaded a picture to try and show.

[OscarDC]

Hey @e-827,

Thank you for reaching out to the Community and welcome. 

To start investigating this behavior, would you mind checking with a different Wi-Fi connection to see if it makes any difference? If you don't have another one available, you can use your mobile data to test it.

Also, if you're using any VPN connection, turn it off  as it may affect the proper behavior of the web page. It's also worth checking on a different browser to see if the issue persists.

Lastly, since you're using a mobile device, we'd highly recommend using the Mobile app instead of the Web Player as it is more optimized for your device.

Hope this helps. If anything else comes up, the Community will be here for you. 

[e-827]

hi! thank you for reaching out to help me i really appreciate it!! i’ve tried everything you said to do and none of it has worked unfortunately. i tried to give it a little time to see if it would fix itself on its own, and i come back to see a “page not available” error.

[Maria]

Hey there @e-827,

Thanks for keeping us in the loop!

Just to confirm, does this behavior persist in other browsers as well? Do you notice any difference if you open the Web Player in an incognito window?

Also, looking at the screenshot you sent over, it seems like the battery savings mode is switched on for the device. Would mind turning it off to see if makes any difference?

If possible, it would be great if you could try downloading the mobile app on your device, just to see if you're able to use it without any issues 🙂

Let us know how you get on!

[e-827]

hi there! i’ve tried everything you said to do, and nothing is working. i’m not really sure what to do now, but thanks for your help anyway, and i appreciate you trying to help!

[Dessi]

Hey @e-827,

Thanks for the reply!

Can you confirm if you've tried a different browser and not just your device's one? You can give Google Chrome or Mozilla Firefox a try for example. What about the mobile app - does it work as expected? If you don't have it installed, you can download it from the Apple App Store. As @OscarDC mentioned, we recommend using the app instead of the Web Player on mobile as it's more optimized.

Keep us posted.