Answered

Corrupted music - repair downloaded files


recently a lot of the files I have downloaded seem to be corrupted (i.e. they skip/jump when the track is playing) ?
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Best answer by Pia.Deezer 3 December 2019, 18:38

Hi @Geoffre we are sorry to hear you are experiencing this problem. I was not able to reproduce the described issue - I can play both songs without any interruptions. 

Based on the information you provided, could you please perform all of these troubleshooting steps again:

Please keep in mind this will remove any downloaded songs on this device, but you can easily download them again in high quality afterwards, from your favourites.

  1. Click on My Music/Favourites (the little heart) >>> click on the small gear wheel JiE3V4t.png >>> App Settings >>> Smart Cache >>> slide the blue button towards the middle of the line.
  2. On the same page >>> Disc Usage >» Clear All
  3. If you are using the battery saving mode on your device please turn it off for once and try to test again.
  4. uninstall Deezer
  5. remove the SD card
  6. restart your phone
  7. reinstall Deezer (available on Google Play)
  8. open Deezer and download at least one album or playlist and play one song
  9. reinsert the SD card

If you have any further issues, please let me know :slight_smile:

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48 replies

Userlevel 7
Badge +5
Hi @big al

Try clearing your browser/app cache (Google Chrome, Internet Explorer, Microsoft Edge, Firefox, Safari or Android). Then log out and log back in again, and try to download the songs once more. If it doesn't work, please let me know 😉
Did this option sorted out the problem?
I have that same issue for the last 20-30 odds songs I have downloaded.
That option didn't helped...
I cleared the Google Chrome browser on my phone, deleted one of the problem tracks, logged out, logged back in, re-downloaded the problem track but it is still corrupted - jumping / skipping in the same places
Userlevel 7
Badge +5
Hi @big al @Tjoppie

Which devices are you experiencing the problem on and which OS they use?
Huawei P20 phone with Android version 9.0.0.168
Userlevel 7
Badge +5
Hi there @big al

It's particular to Huawei phones and our devs are aware of the issue - they're working on it. Join the discussion here 😉
Hi There

I am using a Huawei Mate 9, Android Version 8.0.0

In Namibia
Userlevel 1
The same thing about last 2 months, since I started to use my Huawei Nova 2S. Cleaning cache isn't solve the problem, but sometimes corrupted tracks are healing by itself. I'm really glad to hear that your dev team knows about the problem. We'll wait for fix with calm 🙂
Userlevel 7
Badge +1
Hi everyone, can you please install our latest version and see if the problem still persists? Let me know!
Userlevel 1
Hey. I just checked version from 22 January. I didn't clear cache and data. Problem is still here. Should I clear cache or reinstall app?
Userlevel 7
Badge +5
Hi there @LIFED

Yes, please. Try updating the app and clearing the cache to see if it helps 😉
Userlevel 1
Hi there @LIFED

Yes, please. Try updating the app and clearing the cache to see if it helps ;)

Hello. I tried to clear cache (bye bye cellular traffic :D).
Firstly, I cleared cache in the app and check the track which I used to test if it still corrupted (it was always in one position). But while I scrolled to this position, I found another corrupted place, and old corrupted place was okay. So track was redownloaded but was corrupted in another place.
After that I cleared all data in settings of the application. The track was downloaded again, but this time there was no corrupted places at all.
But I think it was supposed to work after I cleared cache in app, but it wasn't, so maybe it's just coincidence.
I will check it out for a while and post answer here.
Userlevel 1
Problem is still here 😞
Userlevel 1
Hey guys, it seems I found a temporarily solution: you need to set high audio quality in app settings. I didn't meet corrupted tracks with HQ quality (but I did ones with low quality). Hope it helps!
Userlevel 1
On some of my songs / albums it says repair file?
So I click on this and nothing happens.
Running Huawei p20 Pro subscribtion Deezer.
How can I repair files?
Userlevel 7
Badge +5
Hi there, please, go to your phone settings >>> Apps >>> Deezer >>> Storage >>> Clear Cache

Please keep in mind this will remove any downloaded songs on this device, but you can easily download them again afterwards from your “My Music”.

Let me know if it helps!
Userlevel 1
Hi there, please, go to your phone settings >>> Apps >>> Deezer >>> Storage >>> Clear Cache

Please keep in mind this will remove any downloaded songs on this device, but you can easily download them again afterwards from your “My Music”.

Let me know if it helps!

Tried that doesn't appear to have changed anything....
Userlevel 7
Badge +5
Hi there @Amos

Could you please try reinstalling the app?
Userlevel 1
Hi there @Amos

Could you please try reinstalling the app?

Well that really sucked... Lost all songs..... Play lists....... Albums..... So I now can not even check the songs that had repair files!
Smh ffs! 😞
Userlevel 7
Badge +5
Hey @Amos

You shouldn't lose anything with a reinstall, only downloaded content (which can be easily toggled on for download once you log back in again). Are you sure you're logged in using the right credentials?
I've had a look at your account (the one linked to the email you used here in the community) and there's no paid subscription to it. So it might be that you have another account, with a plan and your saved music.
Userlevel 1
OK so my account is in my secondary email... All restored.... And now I can breath again... Thanks for making the effort.... 😉
Userlevel 1

Why do I have to constantly repair files? 

Why, after downloading tracks, can I not listen to them while in offline mode?

These 2 things bug me aboot the app. 

Userlevel 7
Badge +1

Hey @Amos ! Thanks for reaching out and sorry about the inconvenience. Can you give me further info about both bugs please? On what device/model/OS version do they happen? 

Userlevel 1

Sure I am on Emui 9.1.0

Huawei p20 clt l09

I seem to loose tracks all the time, as in frequently I go to a play list and a track that I have downloaded then goes all satanic on me which means I have to delete from play list.... Which leads yo the question why bother to curate an play list and down load said playlist if tracks decide to give up the ghost??? All very frustrating for 10 pounds a month

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