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Multiple app problems - please help

  • 24 February 2019
  • 6 replies
  • 86 views

Dear Deezer,

I have been a deezer premium subscriber for many years and have never really had any problems with the app that wasn't quickly resolved.

However, I have no idea what on earth has happened lately. I can no longer use the app on my phone.

I cannot stream music on my app. I continually get an error message saying that the song couldn't load. I can only play songs that I've downloaded. The app will no longer download new songs although its saying that it is. I've tried deleting the cache with no effect. I don't have the same the problem with my deezer app on my chromebook however.

I then deleted the app and reinstalled it on my phone and now I can't even log in. Tried resetting my password and still couldn't log in.

I am grossly disappointed as I am paying for a service that I cannot use and don't really know how to fix it. Please help!

Many thanks.
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Best answer by Chinonso.Nwoguh 27 February 2019, 11:25

Hello.

I have managed to sign in on my phone and the streaming issue has resolved. Thank you for your help.
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6 replies

Userlevel 7
Badge +5
Hi @Chinonso.Nwoguh

Glad to know we could narrow it down to this. You have the option to download it there, but it might give you problems - we're aware of the issue, it has affected more users.
Hello.

So I have done everything in this order and it is now working again.

I notice this problem had only started after I change where my music was downloaded to. I moved from phone memory to SD card. Downloaded music also took a while to start playing when switching from track to track as if it was buffering which shouldnt be the case if the music is downloaded. Could this this be causing the issue?

Now that I have completed this, deezer has defaulted to saving music back to my phone. Will I be ok to transfer music to my SD card now? Is this a problem that other people have encountered?

Many thanks.
Userlevel 7
Badge +5
Hi @Chinonso.Nwoguh

That's not cool - I'm sorry you're experiencing this.
We haven't had other users reporting the same - have you tried checking if it's the network? Could you please try on a different connection to see if it makes a difference?
Your account is absolutely fine on our end. So I suggest following our Android basic troubleshooting:

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
Hello.

So unfortunately, in less than a week. The same problem had started again. The app will not stream songs (the same error message comes up). It can only play songs that are downloaded and won't download new music. Ive deleted the cache but I haven't tried to reinstall the app after the mess that happened before.

Im losing faith a little bit.

Any ideas?

Many thanks.
Hello.

I have managed to sign in on my phone and the streaming issue has resolved. Thank you for your help.
Userlevel 7
Badge +5
Hi there @Chinonso.Nwoguh

Sorry to hear that - that's frustrating to say the least. Let's see if we can get you enjoying music again.
To resolve the login issue, I've unlinked all devices from your account and sent a password reset email (to your hotmail.co.uk address). If you delete the apps, both on your phone and Chromebook, and install the newest version of them, you shouldn't have any problems (I'd reboot both devices after installation as well). Something could've happened along the way, so it's important to rule out the basics at this point.
Let me know if you make any progress 😉

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