Answered

Android TV - cannot connect to Deezer


Userlevel 1
I am trying to run Deezer on Android TV (Sony Bravia TV). I can run Deezer application, it shows the code to enter at https://deezer.com/link. After I enter the code from desktop browser, the app on TV immediately shows "Connecting....", this goes on for some time and I'm back to login screen. The TV appears in the list of connected devices in my profile, but the application on the TV insists on logging on again.

I have tried multiple times. I have tried to uninstall the application and install it again. The same result -- shows the code, shows "connecting" after I enter the code, goes back to login screen.

Please help.
icon

Best answer by avysk 1 December 2019, 21:56

Hi there @avysk 

 But until the topic has an update, it has been answered for the time being.

 

Seriously? Don’t you have any self-respect? After three months of doing nothing, I’m getting “an answer” of “keep waiting, maybe something will happen” -- and Deezer seems to be happy with it. Impressive.

Time to seriously consider a switch to Tidal.

Edit: I’m happy to inform you that I’ve subscribed to Tidal and it immediately started to work on my TV as a charm. Thank you. Problem solved.

View original

28 replies

Userlevel 1
...and the very same thing happens when I try to login using email/password from the TV app: "connecting", the back to login screen.

And yes, my internet connection is very stable and fast.
Dear @avysk ,

Thank you for using our Android TV application.
We are sorry to learn that you're experiencing issues to connect to the service on your Android TV.

We need a bit more context in order to provide you with a suitable solution.
Could you indicate following information :
  • Type of account (Free/Premium/Family)
  • In case of a family account, which profile are you using on the web while trying to enter the code
Thank you for your help.

Best regards,
Gabriel
Userlevel 1
@Gabriel B. I have a premium account.
Userlevel 1
...any hope for some advise?...@Gabriel B.
Dear @avysk ,

Your connection issue with Android TV application is very unfortunate.
We are currently working on a similar issue with family accounts, but we are not aware of any trouble so far with premium accounts.

In order to help our engineering team with investigation, could you answer following questions ?
  • Can you successfully connect to your account with the same credentials on either iOS or Android mobile application with both Wi-Fi/mobile data networks ?
  • Do you use any VPN/proxy with your tv ?
  • From which country are you connecting ?
Once again, thank you for your help.

Best regards
Gabriel
Userlevel 1
@Gabriel B. I am not quite sure what you mean by "the same credentials", because TV application normally does not ask for credentials; it shows the code to enter on deezer.com/link. And after that I can see that the TV appears in connected devices, as I've mentioned in the first message.

Nevertheless, if we are talking about same account not same credentials, then yes, it works on iPhone with both wifi and cellular. And I just installed deezer to Android phone -- works (I have tried to log in via facebook, success, then I've logged out and logged in with deezer email/password -- success).

No, I am not using any VPN/proxy with my TV.

I'm connecting from Finland.
Userlevel 1
@Gabriel B. A little bit of additional information: as I've mentioned I see the TV appearing in connected devices. I tried to run Deezer on the TV right now, it showed the code, I have entered it at deezer.com/link, the TV showed 'connecting' for some time and then moved me back to login screen. However, this is what I see in my profile in "Connected devices" about the TV:

Added on 12/08/2019 20:44:28
Last login 15/08/2019 18:18:48

Notice not only the TV was added few days ago, it registered "login" from it today. Just TV application did not recognize that it logged in successfully.
Userlevel 1
@Gabriel B. Also, if it helps: the same TV has Chromecast built-in. I can easily cast deezer from my phone to it, everything works, unlike the case of native TV deezer application.
Userlevel 1
@Gabriel B. I must say it's very sad that the paid service such as Deezer apparently doesn't have any support one can contact 😞 You have problems -- you're pretty much on your own, unless some of your fellow subscribers are kind and knowledgeable enough to help.
I am trying to run Deezer on Android TV (Sony Bravia TV). I can run Deezer application, it shows the code to enter at https://deezer.com/link. After I enter the code from desktop browser, the app on TV immediately shows "Connecting....", this goes on for some time and I'm back to login screen. The TV appears in the list of connected devices in my profile, but the application on the TV insists on logging on again.

I have tried multiple times. I have tried to uninstall the application and install it again. The same result -- shows the code, shows "connecting" after I enter the code, goes back to login screen.

Please help.

Same problem, tv sony 55ag9.
Userlevel 7
Badge +7
Hi there @avysk

Thank you very much for your feedback, it's very valuable. I've had to call in @Gabriel B. to this topic because he isn't a moderator or a community manager. He may not know that you replied.
There's some truth in what you've said, and that's why we're grateful to have users like you to help our service to improve.

@sony thank you for reporting it. We're looking into it.
Userlevel 1
We're looking into it.

Are you really?...
Userlevel 7
Badge +7
Absolutely @avysk. It has been a common topic recently. Just ensure the app is up-to-date. I hope to have @Gabriel B. to give us an update here soon.

Yep I've got the same problem here 😕

Works fine with casting but refusing to get past the login screen even though the TV shows as one of my connected devices…

 

Any joy on looking in to this?

Userlevel 7
Badge +7

Hi there @chaotic_curves 

Sorry to hear that. We're working on developing a new integration with Chromecast that we hope to resolve most of these issues - more updates by the end of this year. Thank you for your support.

Hello! I have the same problem as @avysk 

My TV is Xiaomi Mi TV 4C, Android TV version 8.1.0

Premium account, Russia

I can login into web version without any problem. But cannot login on TV using ‘key’, or with email/password combo. I’m not using VPN or proxy. Every time I have the same issues: 

The same result -- shows the code, shows "connecting" after I enter the code, goes back to login screen.

 

Userlevel 1

We're looking into it.

 


Are you really?...

 

 

Same question, again. But it seems I already know the answer.

Userlevel 7
Badge +5

Hey @avysk ! We should have more updates by the end of the year. Thanks a lot for your patience :) 

Userlevel 1

@Alessandra.Deezer  How come that “we didn’t do anything to fix the problem for 3 months, but keep waiting” reply was marked as “answer”? It didn’t solve my problem. Please remove “answer” label from it until the problem is really solved. It is misleading and unprofessional.

Userlevel 7
Badge +7

Hi there @avysk 

We regret that you feel that way. But until the topic has an update, it has been answered for the time being. We're on the final stages of our new integration, using Google's new protocol, CAF. And we're waiting for further news in order to update you here, regardless of the topic being marked as answered or not :wink:

i have the same issue with my sony tv.  log in does not take but it still shows as a connected device when looking up connected devices on my phone.

 

Userlevel 7
Badge +7

Hi there @algrimason 

Thank you for reaching out. I've disconnected all devices for you, refreshed your user cache from our side and sent a password reset email. Could you please change your password and try again?

Userlevel 1

Hi there @avysk 

 But until the topic has an update, it has been answered for the time being.

 

Seriously? Don’t you have any self-respect? After three months of doing nothing, I’m getting “an answer” of “keep waiting, maybe something will happen” -- and Deezer seems to be happy with it. Impressive.

Time to seriously consider a switch to Tidal.

Edit: I’m happy to inform you that I’ve subscribed to Tidal and it immediately started to work on my TV as a charm. Thank you. Problem solved.

Userlevel 7
Badge +5

Hey @avysk ! I am really sorry and I can understand your frustration, yet integrations might take some time and it’s not that easy as it seems :( I can hear you and I will pass your feedback. I hope you’ll subscribe to Deezer again as soon as everything is fixed :) 

Finally I passed the login screen and now able to see use app on my TV. The application started to work after I upgraded my account from trial premium to family subscription.

 

But there is another problem — I can’t play music. There is no sound and I see only pause button in player: it looks like active state as if I play a track, but actually it’s neither plays nor switch back to pause state (play icon is never visible) and playback time also not running.

Reply