All videos have stopped working

[Wedderboom]

Plan

Free/Premium

Country

Australian

Device

(iPhone 11 and Win 11 laptop)

Operating System

latest IOS and Win 11

My Question or Issue

All videos have stopped playing in the app on both my devices. All video podcasts and looping visuals have stopped. The Canvas option is on. This was working for me a few days ago.

Anyone have a fix for this?

[AlejaR]

Hey there @Wedderboom,

Thanks for posting in the Community and welcome.

For starters, we'd like to gather some insights. On one hand, keep in mind not all podcast shows include video. On another hand, it's important to mention that the canvas feature is only available in the mobile app version and not all songs have it.

In that sense, we suggest you log out and log in twice in a row onto your Spotify account on both your devices. This could sound a little bit odd, but this way the system will force a resync of your account in general.

In the above doesn't do the trick, we'd like to gather some additional info. Please send us:

• The exact Spotify version you're running on both your devices.
• Does this happen when playing a specific podcast show? Were you able to see video on those podcast episodes previously? If yes, share with us the link to it. 
• Does this happen when playing specific songs? If yes, please send us the link to those as well.
• Did you notice if this started to happen after a specific event such as an OS update?

Keep us in the loop!

[user-removed]

Hi AlejaR, I am having a similar issue although it is about the canvas strictly for music, not podcasts. I am on the Spotify Premium plan and I am on a MacBook Air. The canvas feature seems to work on my iPhone but not my MacBook, both devices have the latest Spotify version downloaded. I have tried the logging in and out strategy twice which hasn't seemed to work. It happens with every song, no song in particular. I also haven't uploaded by OS device in the midst of this error occurring.

[OscarDC]

Hey @user-removed,

Welcome to the Community and thank you for reaching out to the Community.

If the feature is working properly on your mobile device, the issue could be related to your desktop app. So first, we'd recommend performing a clean reinstall of the app by following the stepsmentioned in this article. This is often an overlooked step, but it’s more thorough than a quick one and can be helpful in getting rid of any cache that might be causing trouble. 

If the issue persists after this, we'd recommend disabling the hardware acceleration (or vice versa) to see if it makes any difference. You can do it by clicking on the 3-dot menu and selecting the options Help > Troubleshooting > Enable/Disable Hardware Acceleration and Restart.

Hope this helps. Let us know how it goes. 

[user-removed]

Hey @OscarDC,

I have tried all the above but nothing seems to have worked. Strange considering it used to work not too long ago.

[user-removed]

Anyone have a solution??

[OscarDC]

Hey @user-removed,

Thank you for your messages and sorry for the late response.

In order to look into this further internally, let us know the following info:

- Your device info (make/model) and OS version

- Exact Spotify version

Also, and if possible; could you record a short video where we can take a better look? You can attach it to your next response by using the Insert Video option in the post editor. You can also upload it to YouTube or Google Drive and share the link with us (make sure the video has the permissions for anyone to see it).

We'll be on the lookout.

[user-removed]

Hi @OscarDC,

- I'm currently running MacOS Sonoma on a MacBook Air M1 2020.
- I am also running Spotify Version 1.2.52.442.

[Maria]

Hey @user-removed,

Thanks for sending us the details - we appreciate it!

Just to make sure we cover all bases, could you double-check if the same thing happens when using the Web Player on your Mac?

If possible, it would also be great if you could ask a family member or a friend to log in to their own Spotify account on your computer, just to see if they experience the same behavior.

Another thing that's worth checking here is if you have an update available for your device's OS. You should be able to see it in the Apple menu > Systems Settings > General > Software Update.

Keep us posted on how you get on 🙂

[user-removed]

Hey @Maria,

Turns out the setting in System Preferences 'Reduce Motion' affects the canvas feature as well. Thanks for all the help from everyone!