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Answered

crashes

S
Runaway Baby

Paid subscription 

Songs will just stop playing, takes about 30 seconds to reconnect then I either have to restart the song or skip it (happens part way through songs) . No trend in this happening, no particular artist . Just random crashes, at least 1 per hour of listening

Anyway to fix this? 

Not impressed as a paying customer

Android user

Best answer by Leonídia.Deezer

 Hi @Simlaa1990 sorry to hear that you are having this experience.
Can you give me more details about your situation? Did you check if the battery optimization is not on for Deezer? Did you try clearing the cache of the app or reinstalling it? 
If you already did all the steps, please answer the following questions:
• Have you tried to log out and log in again with the email address?
• What's the brand and model of the device you are having problems with?
• What's the version of the operating system (Android, iOS, Windows or Mac) installed on your device? 
• If you're using our app, what's the Deezer version installed on your device? 
• If you're using Deezer on the web browser, what's your browser (Chrome, Firefox, Safari or Microsoft Edge)? What's the latest version installed? 
I you could send me also a screenshot of the app Deezer with the option “Data and storage” it will be very helpful to.

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    5 replies

    Leonídia.Deezer
    Alien SuperStar
    Forum|alt.badge.img+6

     Hi @Simlaa1990 sorry to hear that you are having this experience.
    Can you give me more details about your situation? Did you check if the battery optimization is not on for Deezer? Did you try clearing the cache of the app or reinstalling it? 
    If you already did all the steps, please answer the following questions:
    • Have you tried to log out and log in again with the email address?
    • What's the brand and model of the device you are having problems with?
    • What's the version of the operating system (Android, iOS, Windows or Mac) installed on your device? 
    • If you're using our app, what's the Deezer version installed on your device? 
    • If you're using Deezer on the web browser, what's your browser (Chrome, Firefox, Safari or Microsoft Edge)? What's the latest version installed? 
    I you could send me also a screenshot of the app Deezer with the option “Data and storage” it will be very helpful to.

    S
    Runaway Baby
    • Simlaa1990
    • Author
    • Runaway Baby
    • 2 replies
    • June 16, 2023
    Leonídia.Deezer wrote:

     Hi @Simlaa1990 sorry to hear that you are having this experience.
    Can you give me more details about your situation? Did you check if the battery optimization is not on for Deezer?

    This is optimised, should it not be?

     

    Did you try clearing the cache of the app or reinstalling it?  

    Cache cleared - I will see if this works


    If you already did all the steps, please answer the following questions:
    • Have you tried to log out and log in again with the email address?

    yes


    • What's the brand and model of the device you are having problems with?

    Samsung s22


    • What's the version of the operating system (Android, iOS, Windows or Mac) installed on your device? 

    Android 13
    • If you're using our app, what's the Deezer version installed on your device? 

    7.0.29.67
    • If you're using Deezer on the web browser, what's your browser (Chrome, Firefox, Safari or Microsoft Edge)? What's the latest version installed?  
    I you could send me also a screenshot of the app Deezer with the option “Data and storage” it will be very helpful to.

     

     

     

    I have responded above in bold, 

    Thanks!

    Leonídia.Deezer
    Alien SuperStar
    Forum|alt.badge.img+6

    Hi @Simlaa1990, to verify if your battery is optimized our not, please access this articule disable-battery-optimization-on-Android- and proceed with suggested step.
    Please confirm if it solved the problem.

    S
    Runaway Baby
    • Simlaa1990
    • Author
    • Runaway Baby
    • 2 replies
    • June 16, 2023
    Leonídia.Deezer wrote:

    Hi @Simlaa1990, to verify if your battery is optimized our not, please access this articule disable-battery-optimization-on-Android- and proceed with suggested step.
    Please confirm if it solved the problem.

    I am not authorised to access that page

    I can verify my battery IS optimised. 

    My question was, does it need to be not optimised 

    Leonídia.Deezer
    Alien SuperStar
    Forum|alt.badge.img+6

    Hi @Simlaa1990,  If you optimize the battery of you phone, this action may solve your case.

    To optimize your battery, please follow these steps:

    -Open your device’s settings screen. Tap the Apps button, followed by Deezer.

    -Check that 'Pause app activity if unused' is disabled. If enabled, tap the toggle to disable it.

    -Reopen your device’s settings screen. Tap the Apps button, followed by Deezer.

    -Tap Battery, followed by Unrestricted.
     

    Other possible optimizations is:

    -Reopen your device’s settings screen. Tap Battery and device care.

    -Tap Battery, followed by Background usage limits.

    -Check that 'Put unused apps to sleep' is disabled. If enabled, tap the toggle to disable it.

    -Once again, reopen your phone settings and tap Battery and device care.

    -Tap Battery. Then More battery Settings. Ensure that ‘Adaptive battery’ is set to off. 

    -Reopen your device’s settings screen. Tap Battery and device care.

    -Tap Auto-optimization. Make sure ‘Restart when needed’ is disabled.


    Hope this solved the problem.

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