Link to Your Library not working in desktop app

[ottomancer]

Plan: Premium Family

Country: UK

Device: Macbook Pro 2020

Operating System: macOS Big Sur

My Question or Issue

Since this morning, clicking on 'Your Library' in the desktop app on this computer produces an error "Something went wrong. Try reloading the page" with a 'Reload' button (see attached image). Clicking on reload returns the app view to the app welcome/home page. My library is still intact as it behaves fine on my phone app. 

I have tried a quick install and a clean install and the issue is not resolved.

[courtneyn23]

I have Spotify duo account running on  a 2020 Macbook pro (Monterey) and currently having the exact same issue on both the desktop and web versions. 

I have tried a different internet connection, performed clean and quick reinstalls, logged in and out, restarted my mac multiple times and it's still not resolved. 
 
I found logging into a different account seemed to work fine though. But the other account is an old free one.

Thanks 

[ottomancer]

I have tried the web version and can also confirm it is the same issue as the desktop app for me.

However when I log in on a laptop running a different OS (Mojave on an old laptop) it works as expected.

Thanks.

[Yordan]

Hi folks!

Does deleting the prefs file have any effect on this? Give these steps a try to see if that does the trick:

1. Open Finder on your Mac and click Go > Library (if you don't have hidden folders enabled, press the option key first and it should appear).
2. Go to Application Support > Spotify.
3. There you'll find a file called prefs, which holds info about the currently logged in account. Simply delete it.
4. While in the Spotify folder, you'll also find a Users folder. Open it and delete its contents as well.
5. Restart the Spotify app.

In case the issue persists, a short screen recording which shows this behavior in action would be greatly appreciated.

Keep us posted. Cheers!

[ottomancer]

Hi I have tried those steps with no success. I can try to make a screen recording, but there's not much to show beyond what I have described, i.e.

1. If I click on "Your Library" I see the screen in the attached screenshot.
2. If I then click on the "Reload Page" button shown in that error, it loads the home page.

This happens with both the desktop app and the browser version on this laptop. I can see my library on my older laptop, and on my mobile phone, and the 'Your Library' link works fine on those devices.

[Jeremy]

Hi there @ottomancer,

Thank you for your reply and for the troubleshooting you've done so far!

We recommend that you perform a clean reinstall of the app. You can find the steps in this article. This will clean the cache and corrupted files from previous installations that can cause issues.
 

If the issue persists, can you provide us a recording so that we can have a closer look directly from your end?

We'll keep an eye out for your reply.

Cheers!

[ottomancer]

Hi,

I have tried a clean reinstall again with no luck.

I can create a screen recording for you but I am not sure what added information this will provide you. To reproduce the error I click on 'Your Library' which produces the error in the screenshot above. If I click on 'Reload page' it takes me to the home page of the app. It does this both in the app and browser on this laptop but not on any other device. 

Thanks.

[Dian]

Hey @ottomancer,

Thanks for the reply.

When you say this doesn't happen on other devices, do you mean other desktop devices or mobile ones? If this is isolated to only a particular device, it may be related to the network connection. Give another one a try, e.g. a hot spot from your phone.

Have you tried using a different account as @courtneyn23 mentioned previously?

Let us know how that went,

Cheers!

[ottomancer]

Hi,

It is one laptop that has this issue.

On the problematic laptop, both the app and browser versions have the library issue described above. When I Iog into my Spotify account on a different laptop, the library works fine in both the app and a browser. The same goes for the app on my phone - the library works fine. All these devices use the same network and only one has a problem, but I have tested the laptop with the issue on a different network and it still has the same issue.

The main different between the two laptops that I can see is they are running different operating systems. The issue is with MacOS Big Sur.

I will try getting a different person to login and report back ASAP.

Thanks for all your help so far. 

[Eni]

Hey there @ottomancer, 

Thanks for getting back to us and letting us know. 

We also suggest that you check if the OS of your laptop is up to date. Also, we'd recommend checking your firewall and making sure Spotify is set as an exception.

On another note, take your time to test this with a different account and let us know how it goes. 

We'll be on the lookout.

[ottomancer]

Hi - I have had my partner log in with her account on this computer, and her Library works fine. I have logged back in as me and i still have the same issue. My account works fine on my other laptop, and on my phone. Spotify is allowed in my Firewall rules, but I still get the issue when I deactivate the firewall temporarily.

[Dian]

Hey @ottomancer,

Thanks for the reply and the troubleshooting you've done.

This looks like an issue with your account. In such a case we advise you to contact our customer support team and get help in creating a new account, test it and transfer the contents from the old one to the new one. Here is how to contact them.

Hope this helps,

Cheers!

[ottomancer]

Hi - my account works fine everywhere else though? I will contact customer support and see what they say. Thanks for the support so far. 🙂

[ottomancer · Accepted solution]

Update - my library is working on this laptop again!

I followed the clean install instructions here, which are subtly different to the one I had tried earlier in the thread:
https://community.spotify.com/t5/FAQs/How-can-I-perform-a-clean-reinstall-of-the-app/ta-p/4746485

I also have since been able to reproduce this issue on other laptops - it seems that the library view only crashes when viewed on a very high resolution screen with the app set to be very wide. If I reduce the width of the app window and reload it, the library view works again.

This suggests doing a search for 'Spotify' in the Library folder and deleting all files, which I did. 

[Hithere450]

It keeps saying to reload but its still not working. None of my playlists are working.

[MihailY]

Hi there @Hithere450,

Thanks for reaching out.

Have you tried any of the troubleshooting steps in this thread? Please send us your device model, OS version and Spotify version along with a screenshot of how things look on your end.

Cheers,