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bug: app fails to play downloaded music when offline


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This was working for the last couple years and stopped a couple weeks ago. I deleted all 35GB of downloaded music and cleared all cache/data in the app, then re-downloaded it (which sucks because I’m on a metered internet connection). The bug is still present. 

Steps to reproduce:

  1. pay for premium account
  2. download playlists
  3. close app
  4. switch off internet connection (airplane mode + wifi off)
  5. open app
  6. open “downloaded music” (which correctly shows playlists as downloaded)
  7. click on a downloaded playlist
  8. app won’t load the playlist or play

 

Among other issues, the app seems built to load static resources (album thumbnails, song titles, playlists, etc) from the internet every time we open a playlist, even downloaded playlists, instead of using a cached copy. Maybe that’s the root issue? It seems that’s why the app is so slow to load playlists of downloaded music when it’s ONLINE.

Best answer by jayarmstrong

Leonídia.Deezer wrote:

Hello ​@jayarmstrong, thanks for the update!

Hi again, after clearing cache & storage and re-downloading on version 8.0.27.5, I no longer see the issue. I’d call that fixed! Thank you for your follow through and coordinating between us and the team.

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26 replies

awesomemac
Deezer Legend
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  • Deezer Legend
  • 1454 replies
  • November 3, 2024

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


awesomemac
Deezer Legend
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  • Deezer Legend
  • 1454 replies
  • November 3, 2024

Is your smart cache turned on the right way?

 


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  • 11 replies
  • November 3, 2024
awesomemac wrote:

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.


awesomemac
Deezer Legend
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  • Deezer Legend
  • 1454 replies
  • November 3, 2024

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?


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  • Lover
  • 26 replies
  • November 3, 2024

@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.


  • Tiny Dancer
  • 4 replies
  • November 4, 2024

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. 

 


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  • November 5, 2024
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. 


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  • November 5, 2024
spooky.boy wrote:

@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.

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? 


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  • November 5, 2024
awesomemac wrote:

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?

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...


  • Tiny Dancer
  • 4 replies
  • November 5, 2024

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? 


Leonídia.Deezer
Alien SuperStar
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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.


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  • November 8, 2024
Leonídia.Deezer wrote:

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! 


  • Tiny Dancer
  • 4 replies
  • November 8, 2024

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


  • Tiny Dancer
  • 1 reply
  • November 18, 2024

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,


Leonídia.Deezer wrote:

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.

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...


Leonídia.Deezer
Alien SuperStar
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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.


  • Runaway Baby
  • 5 replies
  • December 4, 2024

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.  :-(


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  • December 6, 2024
Leonídia.Deezer wrote:

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.

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.


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


  • Runaway Baby
  • 5 replies
  • December 14, 2024

Hello ​@Leonídia.Deezer 

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

 


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  • December 14, 2024
Leonídia.Deezer wrote:

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

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.


Leonídia.Deezer
Alien SuperStar
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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! 😊


  • Runaway Baby
  • 5 replies
  • December 17, 2024

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. 😊


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  • Answer
  • December 18, 2024
Leonídia.Deezer wrote:

Hello ​@jayarmstrong, thanks for the update!

Hi again, after clearing cache & storage and re-downloading on version 8.0.27.5, I no longer see the issue. I’d call that fixed! Thank you for your follow through and coordinating between us and the team.


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