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Jumping and skipping songs on Huawei phones



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Is this any nearer to being sorted as I'm getting to the end of my patience with it now? I really don't want to change to Spotify as I've always liked deezer and up until now I've not had a problem, but this as been going on for months now, I am paying for a subscription and not getting to use it to its full potential. I feel like I have no choice but to change to Spotify!!
I also had this problem on my P20 Pro with several cached songs. But it seems like the problem is gone now. My steps:
  • clear cache inside Deezer app
  • clear cache via system (Settings -> Apps -> Apps -> Deezer -> Storage -> Clear data/cache)
  • uninstall Deezer
  • install Deezer again (version 6.0.5.271 now)
  • cache all songs again
At least songs that were with jumping are fine now (I had that behaviour only on certain cached songs on certain timing).
BTW, there was phone firmware update not so long ago (maybe it helped).
Huawei P20 Pro, Android 9, Build 9.0.0.177 now.
I have just done all the above steps and it's still happening on my app!! This needs to get fixed ASAP or I'll be cancelling my subscription. Its been doing it for months now and I'm sick of being told to have patience. Sort it out.
I still have the same problem, Honor 9, Android 8, last Deezer app downloaded this Monday.
Userlevel 1
Is there any update on this? Every single downloaded song is skipping on my Huawei which was never an issue on any other phone I've had, all of which were android phones. Done the whole uninstall, reinstall, clear caches song and dance and no difference.
Userlevel 7
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Hi there @Warren.Jeanes @Kirill Cheremisin @Rick Hales

I'm sorry about that. Our devs have been working on it for quite a while now.
But we've just released another version of the app - see if it helps and let me know 😉
I've also done that procedure numerous times, and it hasn't had any effect. Also, to be clear, this is affecting music I stream, and download, not just the downloaded songs.

I also can't see an updated app in the Play Store, it was still last updated at the end of January.
Hi @Rudi !
I also see that the last update date is the end of January in google play via mobile phone but if I see the date via browser on PC it will be 11 Feb.
PC:



Mobile phone:



I see the dates from Russia, maybe it's the reason of the differences. Yesterday (12 feb) I reinstalled the app again.

I tried to test youtube music a few days, it's not really useful the same as Deezer. I don't want to change music app. Please push devs to solve it somehow:) As my point of view - the easiest way is just to compare cashed song on mobile phone with the same song somewhere on Deezeer server.
  1. Compare hash codes (or something else) on app with the standard/true example;
  2. If not the same;
  3. Reload the cash.
It's just fast workaround from my poing of view. Then devs could do anything not to get the problem appeaared.
Userlevel 7
Badge +6
Hi there @Kirill Cheremisin

Is your phone up-to-date? The store should have the most recent version - even in Russia. Could you please try updating the phone first to see if it makes a difference?
I have updated my app several times recently and its STILL SKIPPING. I'm done with Deezer. I won't be renewing my subscription next month. I suggest you figure your s**t out for the remaining loyal customers you have because your service has been far more than subpar on this issue, in my opinion.
Userlevel 1
I have updated my app several times recently and its STILL SKIPPING. I'm done with Deezer. I won't be renewing my subscription next month. I suggest you figure your s**t out for the remaining loyal customers you have because your service has been far more than subpar on this issue, in my opinion.

As Rick says, this is ridiculous!

Got a response from tech support to say, basically, "we're working on it" but that simply isn't good enough!

Everyone on this forum has done the same clear cache, uninstall, reinstall song and dance over and over and over again.

Phone's up to date, currently running Deezer version 6.0.6.9 (most recent, as at 11 Feb) nothing has changed at all in fact, it's gotten worse.

Uninstalled, reinstalled after new version was released, cleared everything and same playlist the tracks are actually skipping even more now. Downloaded over both wifi and mobile data (which, thanks to Deezer has now run out mid month). Also mentioned that the audio itself is skipping not the track time in my support request so this is very clearly a download problem.

This has been an issue for over 2 months now but you guys are happy to keep taking money out of our accounts without giving us the service that we are paying for.

I'd say you have two options:

1) get better devs and give us a proper expected solution date and STICK TO IT (hint we're working on it will not suffice)

2) lose more subscriptions to Spotifiy or similar services, as well as the associated reputational damage when loyal users get upset because they keep getting the standard generic customer service line "we're looking into this and will get back to you..." etc with no progress after months, on the worst possible issue you as a service provider can have. A music service that doesn't play music!

Not expecting a response or a solution but will be voting with my wallet at the end of the month if it isn't sorted by then as I'm sure many here will also do (if they haven't already)
Userlevel 1
Hi there @Warren.Jeanes @Kirill Cheremisin @Rick Hales

I'm sorry about that. Our devs have been working on it for quite a while now.
But we've just released another version of the app - see if it helps and let me know ;)


It's gotten worse
I've also been experiencing this intermittent playing on my Huawei Mate 20 Pro. Before that I've had the Samsung S8+ for two years and never had any issues. I always have my Favorites list on download so that I can have my music with me wherever I go. I've got about 1400 liked songs that my phone downloaded and stored. When a song plays on Deezer it will abruptly start playing further on in the song and just before the end of the duration of the song it will abruptly play the last second or so correctly. I've been a Deezer Premium subscriber for a few years now but can't listen to my music while this problem persists. I hope a fix get found soon.
Sorry but the topic says solved and I did not find the solution
I have:
Huawei Mate 20 pro (LYA-LO9)
Android 9.0.0.182
Deezer 6.0.6.79
Plan Deezer Family

I've tried clean cache inside the application, by setting and rebooting, uninstall reboot and reinstall but I still having the problem even with dowloaded playlists (may be is the same database than cached songs).
Userlevel 1
Sorry but the topic says solved and I did not find the solution
I have:
Huawei Mate 20 pro (LYA-LO9)
Android 9.0.0.182
Deezer 6.0.6.79
Plan Deezer Family

I've tried clean cache inside the application, by setting and rebooting, uninstall reboot and reinstall but I still having the problem even with dowloaded playlists (may be is the same database than cached songs).


Good point, please remove the "solution" from the thread title as this is most definitely NOT solved.
Userlevel 1


Hi @danielemusiani @bilalarafeh I am very sorry about that. I have passed this on, but if any of you could upload a video to see the behaviour it would help us a lot. This seems to be affecting Huawei phones only.Hi Flo,

I'm not clear what this video should show. Do you need it to confirm I'm correctly clearing cache and the likes? Or would you like me to try and capture a song skipping?
Hi there. It would be good to get a video showing the song skipping, then we could send it to our devs to have a look. We are currently investigating this, but in the meantime, please check your Android power management in the setting of you device and check if Deezer is listed there. Thanks!


In my experience to date, the audio skips, glitches or pops, but the time does not move out of sync so while the audio my jump back or ahead by a few seconds (or just stop) the track time keeps moving forward as if nothing is wrong..
When listening to the Flow playlists (discover) mainly the following occurs and it is frustrating.

The song plays, then while listening the song it suddenly jumps around. For example: verse 1 plays, then chorus comes and in the middle of the chorus it cuts and plays the middle of verse 1 again and after a while cuts again and jumps to a different part(according to the progress bar of the song it is playing as normal). There was a time when a song was literally looping a section of a verse (in this specific case the progress of the song was stationary).

This never used to be an issue but is quite frequent at the moment and it is frustrating.

Please fix it. This is how I find new music that I like and I *always* want new music.
Since not solved, I've canceled my subscription
Userlevel 7
Badge +6
Hi there @Janko Lilje

Sorry to hear that. Is there any chance you're using a Huawei device?
If yes, have a look at some troubleshooting tips above and let me know if anything helps 😉
Hi there @Janko Lilje

Sorry to hear that. Is there any chance you're using a Huawei device?
If yes, have a look at some troubleshooting tips above and let me know if anything helps ;)



Rudie you misguiding people there is simply no fix that work. We paying subscription since forever and there's no loyalty from Deezer to paying customers. This is fraud of a different kind. Utterly disappointed!
Userlevel 7
Badge +6

Hi there @Janko Lilje

Sorry to hear that. Is there any chance you're using a Huawei device?
If yes, have a look at some troubleshooting tips above and let me know if anything helps ;)

Rudie you misguiding people there is simply no fix that work. We paying subscription since forever and there's no loyalty from Deezer to paying customers. This is fraud of a different kind. Utterly disappointed!



Hi Lovell, our devs are in touch with Huawei to get it fixed, but we still have an ETA, I'm sorry. About Rudi's message, some users managed to get it fixed by following the procedures. 🙂
Userlevel 1
This is beyond irritating. I bought brand new P20 just last week, so I have latest apps with clean system and still get this problem.
Interesting part is that it doesn't happen on every song, and when I clicked repair on couple of songs it worked. But if you are not able to sort this in 2 months maybe you have bigger problems.
Userlevel 7
Badge +5
Hi @Chronosus I am very sorry about this. Would you be able to tell us which firmware you have installed? The problem seems to be connected to a device firmware update from Huawei.
Userlevel 1
Hi @Chronosus I am very sorry about this. Would you be able to tell us which firmware you have installed? The problem seems to be connected to a device firmware update from Huawei.
EML-L29C432E7R1P11 - build number 9.0.0.197
Userlevel 7
Badge +5
Hi @Chronosus thanks a lot. I have passed your case on. We are looking into this with high priority. Please bear with us until we find a solution.

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