App is Playing Music, But then Randomly Stops?

[hdmg]

Plan

Premium

Country

USA

Device

Windows HP

Operating System

Windows 11 Home (OS Build is 26100.3476)

My Question or Issue

Our app is not catching up to the songs being played, and then completely stops playing music. One song will play, then the app will stay on the same song looking like it's finished playing. The next song will play, until the end of the song, then the whole app stops playing music altogether. We have tried rebooting our internet, uninstalling and reinstalling the app, and even playing from the web browser on our account. I'm wondering what could possibly be going on? Thanks for any input!

[MateusM]

Hey there @hdmg! Thanks for reaching out!

Can you try these steps to see if it makes a difference? I know that you've already tried reinstalling the app, however, a clean reinstall is more thorough than a regular one and can be helpful in getting rid of any cache that might be causing trouble.

It's also worth trying on another internet connection to see if that helps. And just to be sure, check if you’re using any VPN — that could be causing some interruptions in your experience.

Keep me posted on how it goes!
/Mateus

[hdmg]

Thanks for the reply! I've done a clean reinstall on both our computers... still doing it on all ends which is such a bummer. Next step is definitely looking at another internet connection just to see what's going on. My fingers are crossed! I appreciate your help so much! 🙂 

[AlejaR]

Hey there @hdmg,

Thanks for your reply and for keeping us in the loop.

Just to confirm, does this still happen? If yes, as mentioned above, would you mind sharing with us if you're using a VPN service? We'd advise you to switch it off. Keep in mind Spotify doesn't officially support VPN. This means that issues with the app while using VPN are expected behavior.

Let us know if changing the internet connection makes a difference. Other things you can try are:

• Running the app on safe mode with networking, to rule out any issues with your default Windows settings and basic device drivers
• If you install the desktop app from our web page, try to uninstall that version and try installing the one from the Microsoft one or vice versa.

If this behavior persists afterwards, would you mind sending us the exact Spotify version you're running on the affected devices? 

Lastly, and just to confirm, are you sharing your account with someone else? Keep in mind Spotify is meant for personal use only. Likewise, keep in mind that this means it's expected that you can listen to music in just one device at a time.

We'll be on the lookout!