Question

Profile switching issue on Deezer mobile app


Userlevel 1

Hi,

I wrote to you recently as I was having issues switching between family user profiles on my Deezer app when using a cellular connection (no issue when on wifi) On cellular when I try to switch to another profile it hangs and does nothing, then I have to force close and log back into the app. I resolved the issue previously by amending the storage location and for a while this fixed it, but this week that stopped working. I'm not sure what the issue is but I would appreciate a permanent fix to the problem.

Today I removed all Deezer storage locations within my folder directory, uninstalled and then reinstalled the app but it hasn't made a difference. I'm using a Galaxy S20+. My device has an external memory card, but when I check storage options Deezer is detecting 3 storage locations - its seeing my internal storage twice? My wife who has a Galaxy S20 has the same issue, but she doesn't have an external memory card and Deezer sees 2 storage locations.

 

Thanks

Chris


15 replies

Userlevel 7
Badge +5

Hey Chris @BigSiege 

Sorry for the late reply, it seems that your topic fell off our radar.

Are you still experiencing issues with the profile switching? If yes, 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 (if applicable)
  • turn off your phone
  • reinstall Deezer
  • open Deezer and download at least one album or playlist
  • reinsert the SD card (if applicable)

Let us know how it goes :wink:

Userlevel 1

Hi,

I have followed those steps and it makes no difference. Its very frustrating now, this has been going on for a while. I even left the sd card out of the device, but it made no difference. On WiFi it switches no issue

 

Cheers

Chris

Userlevel 1

 

Userlevel 7
Badge +5

Thanks for coming back @BigSiege sorry the troubleshooting tips didn't help. Could you please let us know what exactly is the app version you're using? And your Android version too, so that I can pass the details to our devs :thumbsup_tone2:

Userlevel 1

Hi,

Deezer is 6.2.4.98 and my Samsung S20+ is running Android 10

I would appreciate a solution to this please, its been going on for a while now and is affecting my family use of the service 

Thanks

Userlevel 7
Badge +5

Hey @BigSiege 

Definitely, thank you for coming back to us with the versions. I've now forwarded everything to our devs :v_tone2:

Userlevel 1

Hi,

When will I expect a response to this issue please? Im paying full price for a service I can't use properly for over 2 months now. I am becoming very frustrated to be honest

Thanks

Chris

Userlevel 7
Badge +5

Hi @BigSiege, I understand it can be very frustrating, but as you can see above, there is no other user with the same issue, meaning that it's something in your device. We have also searched in our system and there are no emails from users reporting the same - only your email sent on 10th June.

There are 3 devices connected to your family account. Has everyone done the same troubleshooting? Sometimes we change the location of the app to the internal memory, but the phone automatically moves back to the SD card - and this issue is caused by the SD card.

The message you received isn't sent by Deezer, but it's an automatic message sent by your device. Messages sent by Deezer does not call Deezer "the application".

Please try the same troubleshooting again, but with something different:

  • Delete Deezer
  • remove the SD card
  • install Deezer
  • Download some playlists and albums 
  • Only insert the SD when the app is working perfectly - don't insert the card before downloading the content

I understand you've tried similar troubleshooting before, but from our side, troubleshooting is the only procedure we'll be able to help you with at the moment. 

Also, just to confirm, as you got in touch with our support team last week, one of our agents added 1 month of Family plan in your account to help us to find out what is causing this issue in your device.

Userlevel 1

Hi,

 

That has made no difference. When I try to switch profile's it just hangs and does nothing. The memory issue was a suggestion as it fixed the issue the first time, but it hasn't worked since.

This only occurs when I am not connected to WiFi, so i would imagine for most people this is a very specific scenario and may not be immediately spotted if it was happening.

 

if i am on WiFi the switch is almost immediate

 

Userlevel 7
Badge +5

Hey @BigSiege 

Thanks for waiting. That's quite odd. Have you updated the app since?

Userlevel 1

Update the app since when? It is currently fully updated with the latest version

Userlevel 1

Morning I have also noticed that no refund was added to my account, payments have been taken for June, July and August.

Userlevel 7
Badge +5

Apologies @BigSiege I meant that version 6.2.8.81 has just been released. Could you please confirm if you have this version (please see the about info in settings) and if the same is happening? :thumbsup_tone2:

And to discuss any refunds you believe you're due, please contact our support team here :v_tone2:

Userlevel 1

Hi,

 

I am on version 6.2.9.91 and I am now, after months, able to switch profiles when using 4G again.

No details on the fix after you told me I was just my device

 

Userlevel 7
Badge +5

Hey @BigSiege 

Thank you for reporting back. You weren't the only one, so the team got working on it as a whole. Sometimes issues are caused by non-related features, so by fixing one thing, we fix another.

Please keep us posted, perhaps in the future, you can consider testing some Beta features for us. All we want to keep improving your experience! :v_tone2:

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