Spotify does not launch on my Windows 10 laptop

[ata6502]

Hello,

I'm no longer able to launch Spotify on my Windows laptop. Re-installing the app and cleaning my hard-drive did not resolve the issue. The Event Viewer adds the following entry after trying to launch Spotify:

Faulting application name: Spotify.exe, version: 1.2.0.1165, time stamp: 0x638e1c3f
Faulting module name: KERNELBASE.dll, version: 10.0.19041.2364, time stamp: 0x1e5c8604
Exception code: 0xc06d007e
Fault offset: 0x0012e292
Faulting process id: 0xedc
Faulting application start time: 0x01d916f53f475baf
Faulting application path: C:\Program Files\WindowsApps\SpotifyAB.SpotifyMusic_1.200.1165.0_x86__zpdnekdrzrea0\Spotify.exe
Faulting module path: C:\Windows\System32\KERNELBASE.dll
Report Id: a942667c-9b64-413a-b101-bda446d1d1cd
Faulting package full name: SpotifyAB.SpotifyMusic_1.200.1165.0_x86__zpdnekdrzrea0
Faulting package-relative application ID: Spotify 

After some research I found out that a cause of the above error may be my Antivirus program (Norton Antivirus). I configured the firewall to allow traffic for the Spotify app. It still did not solve the problem. Next, I disabled the Antivirus app completely. It also did not help.

I'm a paying customer (Premium Duo) and I'm disappointed I'm not able to use Spotify on my laptop.

How could I fix it?

Regards,
Leszek

Plan: Premium Duo
Country: Canada
Device: Dell Laptop
Operating System: Windows 10

[AlejaR]

Hey @ata6502,

Thanks for posting in the Community and welcome.

We really appreciate the info you kindly sent us. We'd like to gather some additional info. Did you notice if this started to happen after a specific event such as an OS update? If yes, please send us the details.
 

On another note, is this happening if you change the internet connection you're using? Is this happening over WiFi? Ethernet? Both? If possible, you can create a hotspot from your phone and connect your computer to it, to see if you notice any difference. Give it a try and let us know if changing the connection makes any difference.

Lastly, can you please try running the app in Safe Mode or Safe Mode with Networking to rule out any issues with your default Windows settings and basic device drivers? Give it a try and let us know how it goes.

Keep us in the loop!

[ata6502]

Hi Aleja,

Thank you for your response. I have tried all your suggestions.

1. There was no specific point in time after which the error started to show up.

2. Changing the Internet connection to Wi-Fi or ethernet did not make any difference -- the same error was written to the EventLog.

3. An attempt to launch Spotify in the Safe Mode as well as in the Safe Mode w/networking had a similar effect -- the Spotify app did not start. The only difference was that there was no error in the EventLog.

Do you have any other suggestions? Maybe there is an error log (usually a text file) somewhere on the hard-drive that Spotify uses to record problems encountered at runtime? If so, please provide the location of the log. It may be helpful in pinpointing the cause of the problem.

Regards,

Leszek

[MihailY]

Hey @ata6502,

Thanks for getting back to us with that info.

We've forwarded it to the relevant team here at Spotify, however, we can't confirm when it will be addressed. In the meantime, please try using the web player and make sure to keep your Spotify app up-to-date.

We hope this helps. Let us know if you have other questions.

[ata6502]

Hi MihailY,

Unfortunately, the web player does not work for me. I usually download songs in advance and listen to them offline. I have also installed the latest version of Spotify. The same problem remained.

In my last message I asked about location of error logs. You did not address that. Does it mean that Soptify does not store any diagnostic information that would help the engineering team to pinpoint the problem? If so, that is quite disappointing by itself. The error message on my computer is very generic as it's coming from the OS kernel. I do not see how your engineers could fix the  problem without solid diagnostic information.

I'm a paying customer and I'm not able to use the product. Is there anything I could provide to solve the issue? 

Thanks,

Leszek