CAN'T LOG IN ON DESKTOP APP

[pronouncedkeera]

Plan

Free

Country

 USA

Device

Mac

My Question or Issue

 One day I was logged out of the spotify app on my mac, and I've been unable to log back in since.  My username and password (and logging in with facebook) works on the spotify website and the iPhone app, but not on the desktop.  When I type it in and hit "log in", the screen dims and I can't click on anything, and nothing happens.  When I click "log in with Facebook", the same thing happens.  This is super frustrating- I've redownloaded the app at least 3 times, I don't have any firewalls, I haven't left the country... any help would be super appreciated.  

UPDATE:

I redownloaded it again, and now when I try to log in I get the message "A firewall may be blocking spotify. Please update your firewall to allow spotify.  Additionally you could try changing the current proxy settings (Error code: 39)".  I do not have a firewall, I am not using a proxy, I have not left the country.  HELP

[Billy-J]

Hey @pronouncedkeera,

Sorry to hear this.

In this case, I recommend checking out this support article on what to do next: https://support.spotify.com/account_payment_help/account_help/problems-logging-in-to-spotify/.

Let me know how you get on 🙂

[mahoot]

I am having this very same issue. I have tried making an exception to my firewall for Spotify and have tried disabling firewall and Sptofiy desktop app still doesn't work. I do not have proxy settings, so I can't seem to fix that.

The link provided is not helpful. It is not an article, but a list of common log-in issues with links to articles. It is the first page one finds when looking up log-in problems, and none of the pages listed on the link has anything relevant to this specific problem.

Please help.

[Olivier78]

Hi,

I think I have met the same problem since yesterday.

When I log into the Desktop App either it turns black or I get a message about firewall configuration. (I disabled it but had no change)

When I log into the Android App I have time to see the last song I played and then I am immediatly redirected on the login page.

This happens with a free "pure spotify" account.

I also have a Facebook SSO account which works correctly on both devices.

[cast_is_g]

Hi folks,
Similar problem, but with web log-in on PC. When I am enterin log-in data and pressing log-in button - it is dead. Nothing happens. I am cheating then in that way, that I am asking to reset my pass and I am in, but it is annoying. What have hapenned with the log-in system recently?

[Billy-J]

@cast_is_g, @pronouncedkeera, @Olivier78, @mahoot -

Thanks for the reports everyone, and sorry for any frustration this may have caused.

I have gone ahead and raised this with the Spotify staff, and in the meantime, please provide this info to me:

• The exact desktop make / model
• The device’s software version
• The Spotify app version
• Info about any firewalls you might have
• Confirmation that it doesn’t work on the app and web player
• Confirmation list of any other devices that do working on login

Keep me posted 🙂

[Olivier78]

Hi

To sum up : I ran into trouble while being connected with this account and listening to music. It stopped brutally and turned black.

• Desktop App : Window Store version 1.87.491.0.
  • OS : Windows 10 Enterprise - Microsoft Windows [version 10.0.17134.228]
  • When log in with this account : firewall error message (error code 17)
    • The previous days either I had this error message or app window turned black. Today I only have the error message
    • When I launch the app without any network log in
  • When log in with my facebook SSO account : it works fine
• Mobile App : Google Store version 8.4.66.733
  • OS : Android version 8.1.0
  • Device : Huawei P20 Pro
  • When log in with this account : load then redirectedto the app login page without any error message
  • When log in with my facebook SSO account : it works fine
• Web Browser (Web player)
  • Both of the accounts work fine ( @Billy-J So I do not confirm it does not work on both systems 🙂 )

On Windows 10 I only have Windows Defender as a firewall and I have tried to launch the app with the firewall down -> No success

[Billy-J]

@Olivier78, @pronouncedkeera, @cast_is_g, @mahoot -

Even when you're not able to log in, you should be able to access the Proxy Settings for the app. Check to see if setting the option to "No Proxy" helps.

Also, do you have any trouble logging into the accounts not created through Facebook while connected to a different network?

Lastly, please do check for any pending updates to your OS or Spotify to see if installing them helps at all.

Let me know how it goes!

[Loxer]

Hey @pronouncedkeera, welcome to the Community.

Hope you're doing great!

Right now it's only possible for free accounts to use Spotify abroad for 14 days. You can learn more by reading this Spotify Answer.

You can also try the steps from this guide, it might help you 🙂

Thanks!

[cast_is_g]

Hello,

Yes, I am loggin in using different account, not through the facebook, but the problem seems to have resolved since yesterday and I didn't change anything. I simply logged in and it worked. But thank you anyway.

[pronouncedkeera]

My spotify account works on my iphone app and on the web player, just not the desktop app.  It doesn't work when I try to log in with Facebook or without.  Sometimes I get error code 11, sometimes error code 17, sometimes error code 39, and sometimes the screen dims and nothing happens.  I'm using a Macbook pro version 10.13.6, with the current version of spotify (I just redownloaded it today) and I don't have any firewalls.  (And I haven't left the country)

[Billy-J]

@pronouncedkeera, @Olivier78,

Sorry to hear you’re still having issues with this. 

Are you able to log in the desktop app using your non-Facebook account?

Are you also able to log in on a different network then the one you tried logging in on?

[pronouncedkeera]

I can't log into anything on my desktop account, but everything on play.spotify.com and my iPhone app.  And no, switching networks doesn't help 😞

[Billy-J]

@pronouncedkeera,

Sorry if those didn’t work. 

Could you try a quick reinstall of the app following the steps in this support article?

If that doesn’t help, could you send me a screenshot of your desktop app as verification?

Keep me posted 🙂 

[pronouncedkeera]

I redownloaded, and tried to sign in with Facebook, and got the same error message.  I've attached a picture.

[Billy-J]

Hey @pronouncedkeera,

Sorry if that doesn’t work!

Could you make sure of the following:

1. The offline installer for Mac to reinstall the program
2. That your proxy settings are set to "No Proxy"
3. You’re not use a VPN connection

Keep me posted 🙂

[pronouncedkeera]

I have no proxy, and I'm not using a VPN

[mahoot]

Ok, So I fixed it:

I have been trying to get the app to work while I am at work. While I was able to make an exception for Spotify on my Windows Defender Firewall, I did not have access to make changes to my anti-virus, which our IT department recently installed on our computers.

I was finally able to get in and set it up so that the anti-virus didn't start up when I booted my computer (through the ctrl+alt+delete menu > startup tab). I rebooted my system, successfully logged into Spotify, changed the startup settings back to allow the anti-virus to load at startup, restarted my computer and since I was already logged into the app before I rebooted, it logged right back in with no issues once my computer booted up again. I am listening to music right now and my anti-virus is up.

I suspect that I will need to repeat this process if I ever log out of the app on my desktop.

So if you've tried everything else, it might be your anti-virus, try temporarily disabling it, logging in, then re-enabling it.

Worked for me.

[pronouncedkeera]

I'm on my personal wifi, I don't have an antivirus or a firewall.  Thanks though, and I'm glad you figured yours out!

[Peter]

Hey @pronouncedkeera.

How's it going? Sorry you haven't heard from us in a while. We're still here to help 🙂

Have you tried logging in on your desktop app using another account? Can you see if that works?

Could you perhaps also try an alternative network, perhaps using your phone as a hotspot and trying to use that on your desktop instead of your WiFi?

Let us know how it goes 🙂

P