Keep getting Who’s listening on my tv but can’t click through

[#1]

I’m showing up as the one listening, username is correct but nothing happens when I click on my “circle”

[katastrofekatrine]

I have the exact same issue. Clicking on my user - the only user on my TV - just turns the "remove" button grey, but I can still click the other buttons. Nothing is happening. I even tried just choosing my TV from my phone. Nada. 😑

[Alex]

Hi folks,

Thanks for reaching out about this here.

Can you give us a bit more info on what exactly is happening? Do you get a notification that someone is listening to music on your TV, when you're away from the TV or while playing tunes from the TV itself. It would be great if you can send us a screenshot or a photo of the issue, so we can get a better understanding what is happening and help you find a solution.

Cheers.

[katastrofekatrine]

Hi Alex

See the attached photo. (I've censored my name because it's my actual legal name)

The issue is that this screen comes up when I open the app on my Sony Android TV, which is up to date software wise. 

But when I click on my one and only user, the "Remove" button just turns dark and nothing happens. At all. I can select other buttons still, though. Haven't tried them, since "Sign up for free" is irrelevant because I'm paying for the service. 

I've force closed the app, actively restarted  my TV's software (not just turned it off, actual restart) and checked for updates.

My VPN is turned off so it isn't and shouldn't be that. 

My router, ISP and other hardware is the same as when it worked a few days ago. No changes.

EDIT: I just removed my user and tried logging in from scratch, no dice. Now it doesn't even recognize my user at all. Can't connect my phone either. 😕

 

[MihailY]

Hey @katastrofekatrine,

Thanks for getting back to us and for providing this additional info.

When you try to log in from scratch, are you getting any error messages? Did you try all login options (with phone, code or password)?

Keep us posted.

[katastrofekatrine]

Hi @MihailY

I fixed it by removing and reinstalling the app. Seems like it was stuck on an older version, because before I did it there was no pending update. After the reinstall, the app looks slightly different, which could definitely be because of an update. 

But to answer your questions - I was just stuck with the login screen. No error messages. 

An yes, I tried all login options. The app just didn't react and stayed on the login screens no matter what I did. It wasn't frozen, though. I could still navigate the screen and go back to the welcome screen. 

As mentioned above, I fixed it with a reinstall.

My TV is a Sony Bravia UHD Android TV, maybe 2 or 3 years old, if that matters. 

I hope this can help you help others with this issue. Frustrating but simple to fix. 😉

[Lyubka]

Hey @katastrofekatrine,

Thank you for your reply and confirmation.

We're glad to hear that you've managed to fix this and everything works as it should for you 🙂 

If you ever have any other questions in the future, feel free to post in the Community again,

Cheers! 

[EM78]

Having same problem with a Chromecast Google TV device. Tried to reinstall app, reset device, but nothing works.

This is a recent problem.

App version on Google tv:1.73.3

Android tv os version: 12

[Sohosys]

Same issue. Stuck on “who’s listening” screen with 4 recent accounts showing and can’t pick one. Ok button does not select when account circle is highlighted. Removed and reinstalled app. Roku premiere device with current firmware. Spotify App version 2.10.27r

[Sohosys]

A workaround is to select “Add Account” from that screen and re-enter the account info for the account you are trying to use.

[Oldhoopdawg]

When this happens there's actually nothing wrong it will usually say that it's linked to another account and you just need to go to your phone and control it like a remoteand it will change on the TV.

[tomenkrista]

Having the same issue as of today, 12 Dec 2024. Tried all the options as well. No solution. 

[kneeprints123]

Same issue here