Question

App is not working, crashes when accessing favorites

  • 2 December 2019
  • 7 replies
  • 105 views

Since more or less 2 months ago, I open the Deezer app on my Android Phone everything seems to be working well, but when I click on my favorites the app crashes, the screen goes white and the app closes. So basically I can't listen my favorite tracks. I already uninstall and install again the app twice, I have also reset my phone, but the problem persists, if this is not solve, sadly I will have to cancel my subscription, because in the end I am not being able to listen to my music.


7 replies

Userlevel 7
Badge +5

Hi there @Camila Escobar 

Sorry that's happened. Could you try the following steps, exactly in this order, to see if it helps with your issue?

  • make sure you're connected to a wifi network
  • uninstall Deezer
  • clean your phone's cache
  • remove the SD card
  • turn off your phone
  • reinstall Deezer
  • open Deezer and download at least one album or playlist
  • reinsert the SD card

Let me know how it goes :thumbsup_tone2:

I had the same problem above I've done what you suggested and this is still not working I am using a Galaxy Samsung Tab S2  with a Deezer free account when I go into my favourites it just crashes there are 1895 songs in My Favorites which I can't play

Userlevel 4
Badge +1

Hi @Shane Williams Based on the information you provided, could you please perform these troubleshooting steps:
My Music >>> Gear Wheel JiE3V4t.png>>> App Settings >>> Smart Cache>>> slide the blue button towards the middle of the line.
If you are using the battery saving mode on your device please turn it off for once and try to test Deezer again.

If the problem persists please let me know.:nerd:

Still no good Jamie smart cache over half way no power saving apps on or security apps, it worked at first but as I added more music if stopped working, now crashes when I attempt to open, everything else works? 

Regards Shane 

Userlevel 4
Badge +1

@Shane Williams Does it happens only with favourites? are you able to play Albums, playlists or Flow?
Can you please send me a screenshot when the app crashes?
Thank you very much:relaxed:

When I click on favourites it crashes 

Everything else is ok. 

 

Userlevel 4
Badge +1

 @Shane Williams I have contacted our developers already and will come back to you as soon as I hear back from them.
Thanks for your patience. :nerd:

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