'No Healthy Upstream' Error Encountered by Many Users at Our Institution

[justjackson24]

Hello, I'm with a large institution that has had many reports of users unable to access spotify's webplayers, namely open.spotifycdn.com and open-exp.spotifycdn.com. Our help desk teams have not been able to resolve the issue with any standard troubleshooting, i.e clearing cache+cookies, trying different browsers or device types, verifying network settings, etc. This is impacting mac and windows devices, but only the web players. Installed spotify applications seem to be working fine.

I saw via twitter that the no healthy upstream error was a known issue as of earlier this week, and despite being told it was resolved it does not seem to be.

I spoke with our firewall engineers and they looked over logs for devices attempting to reach spotify domains. According to them, bytes are being sent by user's devices and allowed through our firewalls, however no bytes are sent back and things are timing out. They want to make sure spotify is not blocking our IP's.

Let me know if there is any additional information needed to help look into the issue further.

[justjackson24 · Accepted solution]

I'm not sure how to delete this or mark as resolved. The issue is with our Institution's ISP and CDN, not spotify.