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Aromantic
Level 8

OS 10.5 Spotify not working on device

I've had the same problem with Spotify for weeks and weeks and haven't been able to get any help from Roku or Spotify to solve this.

9 REPLIES 9
RokuDanny-R
Roku Employee
Roku Employee

Re: spotify and youtube wont start

@Aromantic @Bbaaspencer

Thanks for the posts.

Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more.

Does this clear up the issue you are seeing? Please keep us posted what you find out.
 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Aromantic
Level 8

Re: spotify and youtube wont start

Hi Danny,

Thanks. I've done this what seems like about a billion times in the last several weeks.  Just did the same again now and Spotify still won't open.

Nic

RokuDanny-R
Roku Employee
Roku Employee

Re: spotify and youtube wont start

@Aromantic

Thanks for the follow up.

If you are unable to resolve the issue, can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Aromantic
Level 8

Re: spotify and youtube wont start

Model 9102EU - Roku Streambar

Serial number YL00D9370555

Software version 10.5.0 build 4187-95

I've only noticed it on Spotify. Initially the Spotify logo would come up and it would immediately go back to the home screen. This started when 10.5 was released but my device hadn't had an update since June and said it was up to date. Eventually I got 10.5 and since then, the Spotify logo comes up and then it goes to a black screen and stays there.

Spotify version 2.8 build 97

Tracker ID 55-428-898

Thanks, I'd love to get this fixed soon.


Nic

pedro7x
Level 7

Re: spotify and youtube wont start

I am facing the same problem.

I have a Roku Ultra on version 10.5.0 and Spotify 2.8.97.

The channel does not appear on the home screen. When i search for the channel I can see that it is installed. If i try open the channel, the screen becomes black and closes without showing any error.

Already tried:

1) System Update

2) Reboot

3) Remove channel, reboot, install channel again

4) Factory restart Roku

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Aromantic
Level 8

Re: spotify and youtube wont start

@RokuDanny-R 

 

Hi Danny,

Do you have an update?

Thanks,

Nic

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RokuDanny-R
Roku Employee
Roku Employee

Re: spotify and youtube wont start

@Aromantic

Thanks for the post.

I have no updated to provide this time. If other channels are working correctly, and you only experience this issue on the Spotify channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.  

You can reach them here: https://support.spotify.com/us/article/contact-us/

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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jsimons
Level 7

Re: spotify and youtube wont start

I am having the same issue with spotify. I have tried the steps below with no luck. 

 

Jack

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RokuMary-F
Roku Employee
Roku Employee

Re: spotify and youtube wont start

Hi @jsimons,

Thanks for reaching out regarding the playback issue you are experiencing.

Thanks for reaching out regarding the issue you are experiencing. Which streaming channels are you experiencing this issue on? How long has the issue been occurring? 

We also recommend making sure that you get the latest channel version by checking for a channel update using your * button on the channel tile, or going to Settings for a System Update there. Then, restart your player. 
You may also refer to this link: How do I resolve channel playback issues? 

Keep us posted and we'll continue assisting from there if needed.

Regards,
Mary

 

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