Billie Eilish Experience Videos Not Playing

[Jemi]

Hey there, 

If you're having playback issues while trying to play Billie Eilish Experience videos, try the following:

• Reinstall the app
• Try a different internet connection
• Try a different device

If that doesn't help, add your +Vote and send us the following:

• Device model and exact OS version
• Exact Spotify version
• A screenshot

We'll make sure the right team knows about it. Thanks!

[Jemi]

Hey there, 

If you're having playback issues while trying to play Billie Eilish Experience videos, try the following:

• Reinstall the app
• Try a different internet connection
• Try a different device

If that doesn't help, add your +Vote and send us the following:

• Device model and exact OS version
• Exact Spotify version
• A screenshot, or preferably a screen recording.

We'll make sure the right team knows about it. Thanks!

[demenica]

Hi. I am also having this issue. I am listening on an iPhone 8 with the most recent version of Spotify (8.4.99.771)

[Katerina]

Hey there @demenica,

We really appreciate adding those details 🙂

It'd be really helpful if you could include a screenrecording of what you're experiencing on your device (just make sure that there's no private or sensitive info displayed) when this happens. We'll make sure to pass it on to the right teams, thanks! 

[Peter]

Hey folks,

We haven't heard from you in a while! Just wondering if you're still experiencing this issue.

If you are, could you try going to Settings > Playback and toggling Canvas on and off?

Thanks! We'll be looking out for your replies.

[beems]

Peter, 

This doesn't seem to work. 

I am on Desktop and I don't have the "Canvas" option under "Settings"

Spotify Windows Store version: 1.1.4.197.g92d52c4f
OS: Windows 10 1809

[Peter]

Hey @beems,

Thanks for letting us know about this.

We've passed on your info to our tech team, who are currently looking into it.

We'll let you know as soon as we have any updates.

Thanks!

[Peter]

Hey @beems,

Thanks for your patience so far.

Could you try copy/pasting the following into the search bar in the Spotify desktop app and see if you can play the experience from there: 

spotify:episode:5PIg9iLxwYSseasOihBcjZ?context=spotify%3Auser%3Aspotify%3Aplaylist%3A37i9dQZF1DXcf5pLcPbTwK

Looking forward to hearing back from you!

[beems]

@Peter  I still receive a "Sorry, we're not able to play this video" error bar at the top (screenshot attached). You can still see the search query appearing in the search bar.

[Peter]

Hey @beems,

Thanks for getting back to us and for your patience.

We've confirmed with our tech team that this is part of an A/B test.

We're always testing things in order to improve Spotify - there's more info about that here.

Hope that helps! Let us know if you have any further questions about this.

[Jiggajew]

Tried updating app and deleting and reinstalling and SEVERAL different internet connections im thinking you need to fix the app like pronto

[NoahB3]

Yeah not working for me, just the intro.