Playback Issues: Songs Going Silent On Windows App

[JBayudz]

Plan

Premium

Country

Philippines

Device

Acer Aspire

Operating System

Windows 11 Pro For Workstations

My Question or Issue

It's the same thing with the ongoing issue reported by Android device users, the progress bar of a song keeps moving but there's no sound coming out. When the app is restarted, the progress bar goes back to the point where the song went silent.

Playback issues: Songs going silent on Android app

[Ivelina · Accepted solution]

Hey there @JBayudz,

Thanks for posting this thread in the forum, as well as for including a link to the Ongoing Issue.

So we can investigate and troubleshoot further, could you first let us know the following:

• Did you notice when this started happening and if it was after something specific (an update for example)?
• Have you performed any troubleshooting steps so far such as a clean reinstall?
• Does the same behavior persist on another device?
• Have you tested playback from the Web Player?

We'll be on the lookout.

[JBayudz]

Hi, @Ivelina. Good day! Thanks for getting back to me.

At first, I thought this was an issue with Spotify, but now I'm starting to think it isn't

• Yes, I noticed that the problem started after updating my laptop to the latest software updates.
• Yes, I have uninstalled the app, deleted all files, restarted my laptop, and installed the Spotify app again.
• No, it only happens on my laptop.
• Yes, I tried the web player, and it's doing the same.

Let me clarify why I mentioned that I think this is not a problem with Spotify, but rather caused by the latest Windows update. The problem I am experiencing is not limited to Spotify. At first, I thought Spotify was the problem because I experienced it while listening to Spotify music, but then the same problem happened when I was watching Netflix and Crunchyroll.

It seems that there's a problem affecting external audio drivers. The problem only happens when I am using a headphone/headset connected via USB cable. What I noticed is that unplugging and then plugging the headphone back in fixes the problem temporarily. I can't even watch a movie or play music with my headphones on. It works fine when I use a wireless headphone.

So yeah, I guess it's not Spotify.

I did some research and found some posts on the Microsoft Community page that are somewhat related to my problem. I already raised a ticket, but I haven't received any response yet.

[JBayudz · Accepted solution]

The issue is now fixed! It is indeed not a problem with Spotify, but with the latest Microsoft update.

I talked to 2 Microsoft technical supports to get it fixed. It took hours but I'm glad it has been fixed.

What the first support agent did was to uninstall and reinstall audio drivers from both Intel and Acer. After restarting the my laptop and all, the agent failed to fix it so he had to transfer me over to tier 2 or their escalation team. The support agent from their tier 2 fixed the problem. Clifford downloaded Windows 11 ISO (https://www.microsoft.com/en-us/software-download/windows11). The problem was then fixed after this.

Hope that anyone having the same problem find this helpful.

[Eni]

Hey there @JBayudz, 

Thanks for getting back to us.

Great news! We appreciate you sharing what worked for you as it might be helpful for other users as well. 

If you need a hand with anything else, the Community is here for you.