Spotify black screen

[Valkyrie_RR]

Hey all,

I´m at my wits end and I really hope someone is able to help me 🙂

4 days ago my spotify app (windows) stopped working. When I power up my PC the spotify app starts but it doesnt respond to any buttons i click or starts playing music at all. If I restart the app all I get is a black screen with the 3 dots and the app doesn´t respond to any actions if I click on them. (see attached image). After waiting for a while the app gets some of its visual functionalities back but still lacks any form of response. (see attached image_02)

I had the same issue once a few months ago but a restart of my router fixed the problem. But this time it doesn´t help.

Also all of my playlists don´t show my Account name, but the jibberish letters and numbers.

I tried:

- Clean reinstall of the app (via spotify directly and windowsApp market)

- Reinstallation of my OS

- Adding exceptions to the Windows Firewall and Defender

- Adding the default google DNS Server to the IPv4 protocol of my ethernet adapter

- Disabling hardware accerleration

- Disabling proxy server via the app Settings

My specs:

- OS: Win 10

- Location: Germany

- Spotify premium individual license

I think the culprit is my router. Im using a LTE Box (Brand: ZTE model: MC801A) and my PC is directly connected via cable. Everything else (internet related) works like a charm, except spotify.

Sometimes it even stops playing/responding on my phone too (which is wireless connected) If I disable wlan (and switch to mobile data) on my phone it starts to work again without any issues.

I had a friend over yesterday and she tried her spotify with her laptop (cable connection and wireless) and she had the same problem.

So I think my LTE box is causing the issue. Im greatful for any advice and help. Maybe Im missing some settings or whatever.

Many thanks in advance 🙂

Best

Nora

[MateusM]

Hey there @Valkyrie_RR! Thanks for your post and for sharing all the steps you've tried to solve this.

Since you mentioned the same issue happened on her laptop with the same internet connection and everything else works fine except Spotify, have you checked if your router has any available firmware updates? That could help resolve the issue.

Can you also try disabling IPv6 on the router if it’s enabled? Some services might struggle with IPv6, especially when combined with certain LTE configurations.

Looking out to your reply.
/Mateus

[MihailY]

Hey @Valkyrie_RR,

Thanks for reaching out and kudos for the detailed post and the troubleshooting you've already tried.

As a next step, we'd recommend checking if you get the same behavior in the web player or when you start the PC in Safe mode with networking.

It's also a good idea to check with your internet provider and ask them if there are any settings on your router that might be affecting the Spotify service.

Let us know how it goes.

[Valkyrie_RR]

Hey all,

thank you for your reply and the solutions 🙂 And sorry for the late reply, I was sick 😞

IPv6 is disabled in my router settings, my current connection is running via IPv4.

I checked if there is a firmware update but its all up-to-date.

The webplayer is working fine GUI-wise (no jibberish of letters and numbers, see attached image) but it won´t play any music or respond to me clicking on any "play" buttons. But I´m able to navigate through my playlists (yay! 😄 )

I´ll try the safe-mode option now and will keep you in the loop how it worked.

And I´ll contact my provider to see if there are some settings I´m missing or if there is something that can be done on their end.

//EDIT: I tried the desktop app and the web player in safe mode, but its the same as outside safe mode. No response.

Thanks a lot again

Kindest regards

Nora

[Valkyrie_RR]

Hey all,

I just had a call with my provider and it looks like we fixed it. I can listen to music again YAY! life just got brighter again 😄

I got a different APN changing the PDP-Type from IPv4 only to IPv4v6.

Looks like this did the trick. I hope I dont jinx it now but so far everything works like a charm and I think this change solved the issue 🙂

Thanks a lot for all of your suggestions, solutions and time 🙂

Hope you all have a wonderful day 🙂

Kindest regards

Nora

[MateusM]

Hey @Valkyrie_RR! Great to hear it's all sorted out!

Feel free to reach out anytime if you need anything, we're always here for you!

Cheers! ✨