General issue with Mac desktop, unresponsive/unable to log in

[sludgepop]

General info: I have a MacBook Pro 2018, Sequoia 15.0.1, a premium family account and I'm in Uruguay, current Spotify version: macOS (Intel) 1.2.51.345.gcc39d911

Hello

I have been experiencing problems using the desktop App on my Mac for a while now. To avoid redundant suggestions, I will give a thorough explanation of everything that happened and what I did trying to fix it. Sorry this is so long!

About a month ago I was using the desktop app as normal until suddenly the song stopped playing, it seemed like an average loading/poor connection problem so I just quit the app and checked my connection. When I opened the app again, nothing was loading at all, I didn't even get the "no connection" message, I could see my library and the player and I could try to click on them but they were unresponsive, I could access the settings page but it didn't do much, the app looked as in the image attached.

After this happened I resorted to uninstall and reinstall, I downloaded the app from scratch to make sure it was up to date. When I opened it, I got to the same screen, the app skipped the login screen and went straight to the same situation as before.

To be safe I uninstalled the app again, and tried to delete spotify cache from my computer (I could have done this wrong or incompletely), and installed the app again with the same results.

I was fed up with this and started using the web version and decided to stick to that for a while, but it really isn't the same. Then I remembered I was still using the Sonoma OS and I had pending updates, I thought that might help fix this and other apps that were a bit wonky.

I uninstalled Spotify, updated my OS to Sequoia, and downloaded and installed the app again, I was met with the same screen and ended up going to settings and tried logging out, this did work and I went to the log in screen. Now, the log in button is there, the only option is to log in through browser, and when I click the button I am taken to the

"Allow Spotify to connect to: Spotify for Desktop" page, and when I click on "allow" I get sent to the app and nothing happens, when I look at the browser page I get "Something went wrong" and there is basically no straight answer to what to do now.

I created a new account just to test if it's a problem with mine, didn't log in either, I did get an error code, it says there is no internet connection detected, Error code: accounts:4. Tried my sister's account since we share the family plan, same thing.

My computer is, in fact, connected, Spotify is the only thing in my device that is not working.

• My account works fine on the desktop player and on my android devices
• I use my home network, other members of my family use the desktop app in Mac computers without trouble
• This persists with other accounts within and outside my family plan
• I uninstalled and reinstalled
• Spotify is allowed through the firewall
• there is no antivirus blocking the app
• I tried changing proxy settings
• the device is my personal computer nobody else uses or monitors it
• I did reset my router

I reiterate that this is not just the connection problem but all that trouble that happened before and persisted throughout installs and software updates.

I retried various things as mentioned for several days, I'm at the end of my rope here.

Again, sorry for the wall of text.

[sanshiro23]

I have a similar problem. I'm also getting error code "accounts:4" after I put in my login information (in web browser login).

[Maria]

Hey @sludgepop & @sanshiro23,

Thanks for reaching out on the Community! Kudos for all the troubleshooting you've tried & also for including all those details here @sludgepop 🙂 

Just to make sure we're on the same page, does this error message only appear when you're trying to log in to the app (and not when you're using it)? If so, there's a few more things you can try:

• Clearing hosts file from your Mac.
• Change the default browser (which you're directed to when signing in).
• Disable any VPN that you're using.
• Connect your computer to the internet via a mobile hotspot or another WiFi, if possible.

Feel free to give these points a shot & let us know if you notice any difference.

Should you experience issues within the app as well (for example that your playlists aren't loading or that Home tab isn't working), you can also try the following:

• Reset App Data and Restart. This can be done via the 3 dot menu > Help > Troubleshooting.
• Changing the current hardware acceleration setting. Go to Settings > scroll down to Compatibility.
• A clean reinstall of the app (if you haven't already).

Fingers crossed this helps! Cheers.