Help Wizard

Step 1


Can't access the Web Player & Clearing host files





If Spotify is available in your location but you're having troubles getting the Web Player to load, here are some things that you can try:

  • A different browser or an incognito/private window.
  • Make sure that your browser is updated.
  • Restart your router.
  • Check a different network. If it loads on another connection, we recommend contacting the service provider of the original network for more information.
  • Some shared or public networks (e.g. schools/work/office) restrict access to certain services. You can contact those responsible for managing the network for more information.
  • You can also try cleaning up your hosts file. 


To clean up your hosts file on Windows: 


1. Open Notepad as an administrator (right-click - Open as Administrator)
2. Go to File - Open and navigate to


3. Choose "All Files" instead of "Text Documents" next to the File Name box. You'll see a handful of files. Pick hosts and click on Open.
4. The file is opened. You will see a block of text with # in front of each line and might see entries like

Check for any entries with spotify or fastly in the address. Examples may look like: 

(and any variations inbetween)
5. If you do find any, you can delete the line. You can also add a # in front of the line, that's 'commenting out'. 
6. Save your changes. Refresh the Web Player.



To clean up your host files on Mac:


  1. Open Finder and, in Finder’s menu bar, select Go > Go to Folder. In the box, type the following location: /private/etc/hosts and press Return
  2. A new Finder window will open and your Mac’s hosts file will be selected. Click and drag it out of the Finder window and drop it on your desktop. 
  3. To open it, simply double-click and it will display the file’s contents in TextEdit.  
  4. Check for any entries with "Spotify" in the address. 
  5. If you do find any lines with "Spotify", just remove them. 
  6. Save your changes and refresh the Web Player.



This Spotify Answer was submitted by @Sebasty.


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