Spotify on TV showing gray blank screen with white box?

[seraph1m]

My Spotify on my tv won’t load, it keeps showing a gray screen with a white box in the middle. I have confirmed it is not network related, I have tried uninstalling, clearing cache, fully restarting tv, factory resetting tv, all the troubleshooting steps and it still keeps happening

[Eni]

Hey there, 

Thanks for getting in touch about this here in the Community, 

Kudos for all the troubleshooting steps you've tried! Could you let us know if this started happening after a specific event such as an update? 

On another note, you mentioned that it's not network-related, but have you already tried with a different type of network such as mobile data? If not, you can try creating a hotspot on your phone and using that to test this. 

If the issue persists, sending us the exact make/model, operating system and Spotify version of your TV would come in handy. 

We'll be on the lookout for your reply. 

[seraph1m]

• If it was an update it must have been an automatic update.
• TV is Hisense U7K
• App Version is 1.85.3
• I have tried multiple networks including hotspot, still does not fix issue and issue still occurs.
• TV is on Android TV OS 12.
• Kernal Version: 5.4.265
• I saw there was a thread for this exact issue stating the issue was fixed but this is just now affecting my devices.

Thank you for the support, looking forward to your response!

[Vasil]

Hey @seraph1m,

Thanks for the info!
Could you please confirm this is what you're seeing on your end (it's taken from what I believe is the issue you were referring to above):

And, aside from this, we'd like to know what software version your TV is running. Should look like this e.g. 1570; 1550; 1651 etc.
It seems to be a different metric than the Android version and you can find it by using these steps:

1. Open the Settings menu on your TV.
2. Select Support.
3. Select Software Update.
4. The current version of your TV software will be displayed.

Fingers crossed! We'll be on the lookout 🙂