Error: failed to play. The requested content is not loading

Hi there @Michael.Schmidt 

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 tried that many times on the production version with no success.  Btw, the Pixel doesn’t have an SD slot??

Hey @Michael.Schmidt 

Doesn't it have it? Sorry about that. I'm not too familiar with the specs of the device.

But I've got an idea. I've seen another user reporting no more issues after installing our Beta Android app. Why don't you give it a go? You just need to register for the program first. More info can be found here :thumbsup_tone2:

Hi 

I had the same issue on my Galaxy S10 and it was solved when entered settings->device care -> storage -> clean now

This basically cleans phone cache…

This alone fixed my issue.

No need to uninstall app and lose your offline downloaded music...

FYI this is incorrectly marked as answered.

I'm switching back to Spotify for this reason.

Thanks for your honest feedback @slynight. We're sorry to hear you intend to leave us. If the troubleshooting recommended hasn't worked for you, we can still help you further. Let us know if you're willing to provide more details.

hi i have the same problem i download deezer recently and buy the premium deezer and when i want to play music the error “failed to play the requested content is not loading” reappears every time, i do the all things in the list that you post but nothing helped please answer!!!!!!!

i have galaxy s8+

Hello @Tomer Kehati we are very sorry to hear you are experiencing this issue. Please bear in mind that listening to music is using loads of data. In case the issue only happens with mobile data, try strong Wifi or make sure your music is downloaded for sure 

Otherwise, could you please perform all of these troubleshooting steps again, exactly in the order mentioned. Otherwise it does not fix it.

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

1. Click on My Music/Favourites (the little heart) >>> Gear Wheel >>> App Settings >>> Smart Cache>>> slide the blue button towards the middle of the line.
2. If you are using the battery saving mode on your device please turn it off for once and try to test Deezer again.
3. Click on My Music/Favourites (the little heart) >>> Gear Wheel >>> App Settings >>> Disc Usage >>>Clear All
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

This should fix the issue but please let me know if you need any further help.

Hi last two days content stops loading have uninstalled cleared cache etc and works for first time but when go to app for second time contents does not load.  Using beta with note 9

Hi @neilburke we are very sorry to hear you are experiencing this issue. Please bear in mind that listening to music is using loads of data. In case the issue only happens with mobile data, try strong Wifi or make sure your music is downloaded for sure  

Please try the steps I mentioned above and let us know how it goes.

Hello. I am unable to load anthing on my Deezer app please see screenshot above. 

This started last night and I clearered the cache last night and this did not help.

I have reinstalled it not too long ago and it's still not working.

I Can search for new artists but when clicking on them, it does not load, nor does it load when clicking on my recent playlists.

Please can you advise why this is happening? I've tested this on my WiFi and mobile data and the issue still persists.

When checking the online app, it works. 

Many Thanks. 

Lyle Meiring. 

Hi @Lyle Meiring we are very sorry to hear you are experiencing this issue. Please bear in mind that listening to music is using loads of data. In case the issue only happens with mobile data, try strong Wifi or make sure your music is downloaded for sure 

Could you please try a different Wifi as well?

Thank you for already trying some troubleshooting steps. In case it is still not working, could you please perform all of these troubleshooting steps mentioned above again, exactly in the order mentioned. Otherwise it does not fix it.

something happenedwith the app for android ? nothing works from favorite music, lists or recommendations

*screenshot

Hi @pablo.andres.barrera.hernandez, hi @ANDREAfrm19 we are very sorry to hear you are experiencing this issue. Please bear in mind that listening to music is using loads of data. In case the issue only happens with mobile data, try strong Wifi or make sure your music is downloaded for sure 

Otherwise, could you please perform all of these troubleshooting steps again, exactly in the order mentioned. Otherwise it does not fix it.

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

1. Click on My Music/Favourites (the little heart) >>> Gear Wheel >>> App Settings >>> Smart Cache>>> slide the blue button towards the middle of the line.
2. If you are using the battery saving mode on your device please turn it off for once and try to test Deezer again.
3. Click on My Music/Favourites (the little heart) >>> Gear Wheel >>> App Settings >>> Disc Usage >>>Clear All
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

This should fix the issue but please let me know if you need any further help.

Hello

I have this exact same issue - songs I could play before showing the requested content is not loading message. And of course the music just stops completely at this stage it never skips automatically to the next track. This happens with specific tracks, or even specific albums, or sometimes e.g. 90% of one album. It is not a general issue - longer (i.e. more data) tracks will playiplay before and after no problem. But returning to the problem tracks always has the same issues. Regardless of which network I use (2.4gz or 5gz). And the number of tracks this happens to is growing. 

I contacted support who told me to change the cache settings and reinstall. No effect.

Then I tried again a week later following your exact steps here, one by one. Although why one album needs to be downloaded onto the internal memory before the SD card is loaded and can be used as the source of downloads is beyond me! The issue very much remains.

Android 10 user. 

Luckily my yearly transaction ends in August, I ope you fix this issue for all the users before then.

To add to my last post. I've checked, and this problem exists for the same tracks on other android devices with different versions of Android. My WiFi strength is fine, more than enough for 4k Video streaming.

Hi there @evel79 

Thanks for reporting.

What you're experiencing, being a HiFi user, is our current issue with tracks playback, where the workaround is to go back one track and move forward again. Our devs are working hard to determine why this is happening so that we can fix it. So all your support and patience is very much appreciated 

That doesn't make a difference. I know that fix for "stuck" tracks it has been around for years even when I was just a normal premium subscriber. That has been a particular bug with Chromecast.

The unable to load issue cannot be solved (for me at least) by clicking cancel, try again, or by skipping tracks back and forward. The same problem tracks (growing in number) play flawlessly via the sonos app - using which I have no problems. This clearly seems to be a Deezer android app issue - which is how I listen to my music 75% of the time.

The same error message can be caused by different reasons, @evel79 - broken track, it didn't store in the app cache properly, the HiFi issue I mentioned, etc. But you've got a point when you mentioned our Android app, so I'll keep forwarding your comments so that our teams can improve on that - thank you for your support 

Hi Rudi

So people have now officially been reporting this issue for a year now - still no fix.

So far, every issue I have had with Deezer has not been fixed. The support responses are literally, and not metaphorically, like they are having a joke. It’s almost like it’s a game - “right, I’m going to respond with a completely random solution to a completely different problem, and completely dodge the question in the ticket. Then I’m going to mark it as resolved just for good measure”.

I have to say, I think your support is somewhat close to the support offered by EA (yes I went there).

I know 4 other people who use Deezer. These people use varying iphones and android devices - they all have this exact same issue.

I would go as far as to say every Deezer user encounters this issue - it’s quite scary that there is a problem on such a vast scale that can’t be solved. It’s not like you haven’t had time - looking through forums online people have been experiencing these issues for about 3 years.

Rudi - please tell me you have some positive news, and some sort of fix is in the works?

Thanks for your honest feedback @Dryno

The issue here is that we have the same error message but for different errors, in different platforms. So while you're assuming this is the same problem from 3 years ago, unless you can specify the app and device, I can tell you that it isn't 

In any case, we accept that this message happens more frequently in Android devices, especially if the user installs the app in an SD card. More recently, the same error message has been popping up when HiFi users are listening to their FLAC tracks, irrespective of the platform.

On iOS, we usually don't get this type of error message, but there are other things we certainly have to improve 

So if this is something that happens to you, please share a bit more so that we can look for solutions that are more suitable to your device, and also that your feedback goes to the right teams to help them fix it 

Hi as per comments above I'm now having this issue pretty much every song. Cant listen to a playlist or album without it stopping then if left half hour later will start. 

I tired cache fix, reinstalling the app etc etc and it's not getting any better. I have a Samsung note 20 ultra and hasn't been an issue until the last three weeks. I listen to hours daily but it's becoming to much of a problem.

Any help please its becoming such a an nuisance I'm considering a change but that would be disaster as I would loose my large number of playlist I have spent years developing.

Any help greatly appreciated

Dan