Page Not Loading in Web Player/Desktop App Ongoing Issue

[jw701]

Plan

Free

Country

Canada

Device

Acer Spin 5

Operating System

Windows 10

My Question or Issue

Every time I try to log in or load Spotify web player or the desktop app, the icons for songs and everything pulses white, then a message that says "This page is having a problem. Try coming back to it later". I usually use Microsoft Edge, but I tried on chrome and it doesn't work either! However, the IOS Spotify app on my phone works perfectly fine, so I really don't get what's happening. It's an issue that's been ongoing for roughly 2 months now. Please help!!

[Joan]

Hi there @jw701,

Thanks for reaching out. Could you please provide us the following:

• Is this only on that Acer or other Windows devices too? If you haven't tested this, please do so.
• Does the desktop app work on the same device?
• Does this work on different networks? You can try making a hotspot from your phone if necessary.
• When did this start happening?
• If you use a VPN or proxy server, disable those as they may be interfering with the server communication.

Let us know how it goes.

[jw701]

Hi Joan,

I tried on another Windows device (a Samsung laptop) and it works just fine. However, even the desktop app on my Acer displays the same issue. It has been happening for around 2 - 3 months already. Additionally I just tried connecting to a hotspot from my Iphone, but yet again, it still has the same issue. I don't have a VPN or proxy enabled so I really don't understand what is happening?

Thank you so much

[Joan]

Hi @jw701,

Thanks for the reply.

The evidence so far suggests that it isn't related to the account, as it works on other devices. It's also not the network. Most likely, it seems the issue is localized to the Acer. Try double checking the firewall and antivirus settings and making sure that Spotify isn't blocked. Try starting the app in Safe mode too and see if that makes a difference. 

Let us know how it goes.

[jw701]

Hi Joan,

Sorry for the late reply, I looked over the firewall settings and nothing seemed off or out of the ordinary. I'm not sure what the issue could be. However, my Acer laptop does have a previous history of a virus which was removed.

Thank you!