user: I've downloaded the latest app (deleted and reinstalled) and the log in screen does not even appear in the app once loaded
agent: Hey Jack! Can you let us know the exact device you're using as well as the operating system versions it's running? /JL
user: iPhone 7 Plus, running 11.0.2. currently the log in screen just says "Log In" at the top, and the running intro video loop
agent: Could you send a screenshot of how exactly it appears from your end? /JL
user: It takes ~5 minutes between pressing “Log In” and getting to that screen. Then it holds there, with the video looping. Reinstalled twice
agent: Hmm. Could you try removing the app again, restarting your device, then reinstalling? Also, does this happen on other devices? /JL
user: I figured out a fix after this happening a few times: go back to main screen, press Log In again: correct screen loads Literally, it's go back a page, go forward again.
agent: It's good to hear that you can log in now. Just to check, after logging out, does the same still happen when trying to log back in? /JL
user: Yes. I logged out &amp; shut down app. It took ten minutes to blank log in screen + additional blank screens for every time I hit "Log In"... ...after that: I had to hit "back" button many times to get to original screen, pressed Log In, that worked. Log Out w/o App quit is normal
agent: Just to confirm, does this also happen on any other device you have? Trying a different network connection might also help /JL
user: I see no reason to un/reinstall the application on desktop or continue to test this on different networks. Problem began with new mobile app
agent: We understand. Let's continue troubleshooting on your phone. Can you DM us your account's username and email address? /JL

Customer has some issue with logging into the Spotify app after installing the latest version. Agent requests for screenshots for more details and requests for the personal details. Also suggests to reinstall after restarting the device.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: I've downloaded the latest app (deleted and reinstalled) and the log in screen does not even appear in the app once loaded
agent: Hey Jack! Can you let us know the exact device you're using as well as the operating system versions it's running? /JL
user: iPhone 7 Plus, running 11.0.2. currently the log in screen just says "Log In" at the top, and the running intro video loop
agent: Could you send a screenshot of how exactly it appears from your end? /JL
user: It takes ~5 minutes between pressing “Log In” and getting to that screen. Then it holds there, with the video looping. Reinstalled twice
agent: Hmm. Could you try removing the app again, restarting your device, then reinstalling? Also, does this happen on other devices? /JL
user: I figured out a fix after this happening a few times: go back to main screen, press Log In again: correct screen loads Literally, it's go back a page, go forward again.
agent: It's good to hear that you can log in now. Just to check, after logging out, does the same still happen when trying to log back in? /JL
user: Yes. I logged out &amp; shut down app. It took ten minutes to blank log in screen + additional blank screens for every time I hit "Log In"... ...after that: I had to hit "back" button many times to get to original screen, pressed Log In, that worked. Log Out w/o App quit is normal
agent: Just to confirm, does this also happen on any other device you have? Trying a different network connection might also help /JL
user: I see no reason to un/reinstall the application on desktop or continue to test this on different networks. Problem began with new mobile app
agent: We understand. Let's continue troubleshooting on your phone. Can you DM us your account's username and email address? /JL

### Response:
Customer has some issue with logging into the Spotify app after installing the latest version. Agent requests for screenshots for more details and requests for the personal details. Also suggests to reinstall after restarting the device.