bug: app fails to play downloaded music when offline

Hi @jayarmstrong,

I don’t use the offline mode myself, but I’ve tried to do the same as you and I can listen to the downloaded albums offline. No issues here when offline (airplane mode active):

I’m using Deezer 8.0.24.3

Is your smart cache turned on the right way?

Hi, I haven’t adjusted it, so it’s default. Shows:

smart cache 41MB

space allocated for smart cache 22.9GB

The downloaded playlists don’t appear to use the smart cache. I’ve downloaded a few playlists and Deezer is currently using 2.1GB of storage, while the smart cache only makes up 41MB of that.

mmm...I really don’t know why I don’t have any iussues and you do. Same Deezer update and Android 13?

@anyone: Any other ideas?

@jayarmstrong have you tried to clear the cache on your Deezer app? Also try to increase the cache to the max limit on the app, that helped me with my Android.

Samsung S22 running Android 14.  Got on a plane today, only to have Deezer tell me my downloaded music wasn't available without an internet connection. WTF?! 

Second time this had happened and in about to drop Deezer as that is one of my main use cases. 

Cal_Bru wrote:

Samsung S22 running Android 14.  Got on a plane today, only to have Deezer tell me my downloaded music wasn't available without an internet connection. WTF?! 

Second time this had happened and in about to drop Deezer as that is one of my main use cases. 

 

yep, that's what I'm concerned about. It's annoying when I'm around home but I will 100% cancel before my next flight at this point. I have to have my music. Besides, it's what we're paying for. 

thank you but yes I cleared the cache and data, as mentioned in my post.

As I arno said above, the cache seems unrelated to downloads based on them using incompatible amounts of storage (numbers above). Do you have any technical thoughts or theories on how they might be related? 

thanks for testing/confirming. I'm on same Deezer version and Android 15. This issue only started a couple weeks ago after working for two years. I'm testing one last setting in the phone now...

So how exactly do I get to Deezer to ask them how to fix this, or if this is just a feature of theirs that I refuse to accept? 

Their help sends me to the community, but I am paying for this #&$$@$ thing, so I'd expect to beable to get support?!  Can't find support in app? 

Hello @Cal_Bru @jayarmstrong thanks for your posts and @awesomemac @spooky.boy thank you for your help.

Indeed, it was spotted an issue with the access to download content in version 8.0.23. 

The fix has been embedded in a hotfix on version 8.0.24 and in the polished version 8.0.25.2.

I apologize for the inconvenience that the issue has caused you.

Excellent. Thanks much for confirming and patching so quickly! 

Thank you!  I'm thrilled to see Deezer monitors  Would be nice if I could have submitted a ticket to your bug tracking, though. 

Hi Deezer team, I have version 8.0.25.4 and same problem. Removing my downloads and reinstalling not an option as I have very limited access to WiFi. Hence reliant on my downloaded music. Can you please confirm a fix. This seems to have had a history of occurring though luckily my first experience these last few weeks,

I have 8.0.25.4 and I'm facing the same problem, it's really frustrating not being able to use your music app when flying for 5 hours, it not acceptable at all! Deezer has been facing many issues with the downloaded music, and I guess I'll search for another app...

Hi ​@LCYCowboy, ​@Santiago Gomez, ​@Youssef.Naiim,

I’m not experiencing any issues with listening to music in offline mode. However, it would be great if you could share a video showing the problems you’re facing, along with the following details:

• The brand and model of your device
• The operating system version (Android, iOS) installed on your device
• The version of Deezer you’re using

Additionally, please confirm if you have an SD card installed and provide a screenshot by pressing the Deezer app icon, selecting the gear wheel, and choosing the “Data and Storage” option.

I'm not sure if you’re aware, but to help with that, we have a setting in the mobile app called "forced offline." This will force the app to play your downloaded tracks.

It’s not perfect, but it’s a workaround.

Thanks! 😊

Hello ​@Leonídia.Deezer 

I don’t have a video about it, but the work around that I’ve been doing is to re-download everything, but the problem might come back again.

I am using a Samsung S23 ultra (android), current deezer version 8.0.25.4 (although the issue has been dragging for long), and I can’t understand the pattern. It is the most frustrating experience on a long flight trip, when I’m using the airplane mode, especially that I have a special playlist for my little baby to calm her down.

Hello ​@Leonídia.Deezer ,

Thank You for currently trying to help us. I’m also experiencing the same issue. It started 2 months ago. I’m on version 8.0.26.6 and not only my deezer but my wife’s deezer too has the same problem. I’m using Honor 90 Lite and she is using Redmi Note 13 Pro. Unfortunately i’m not able to add the Video, it does not support the file type. 

I love Deezer and would not want to cancel it for something else but unfortunately if this issue can’t be resolved i will need to move on.  :-(

I still have this issue in 8.0.26.7.

Is there a way to resolve this quickly?? I will have to leave Deezer for the competition in two weeks so I can have music while travelling and working offline :(

I’d much rather stick with you because your customer-friendliness and support.

Hello ​@jayarmstrong ​@Stropa with the recent update for Android, version 8.0.27 have you experienced improvements when playing content offline?

Hello ​@Leonídia.Deezer 

Unfortunately I'm still having the same issue even with the latest version😭 8.0.27.5

Hi Leonidia,

Testing 8.0.27.5 strangely, the playlist I consistently had the problem with is fixed (!!!) but another downloaded playlist now gives the error. I’ve cleared cache and storage and am redownloading again. I’ll post results in the next week. Thank you.

Hello ​@jayarmstrong, thanks for the update!

I’m glad to hear the issue with your previous playlist seems to be fixed! 🎉

Could you let me know the exact name of the playlist(s) where you’re still seeing the error? That’ll help our developers dig into it a bit more.

Let me know how the re-download goes, and feel free to keep me posted. 

Thanks again for your patience! 😊

Hey ​@Leonídia.Deezer

Good news. It looks like my Playlists are playing offline. It's been working for a couple days now. Hoping it's a permanent solution. Thank You for helping, much appreciate. Will update should the situation change. 😊