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One Hit Wonder
Desert Family
One Hit Wonder
December 17, 2019
Answered

Song skipping like a scratched cd

  • December 17, 2019
  • 58 replies
  • 2543 views

I am using a Moto z2 play Android phone. In the last 6 months I've started to notice my songs are skipping like a scratched cd and have been producing this popping noise. It started out on just one or two songs but not is like every 5th song. And it is always the same songs. I have I downloaded the playlists that seem to be affected and have uninstalled the Deezer app, restarted my phone and then reinstalled Deezer. It fixes it for a few weeks and then its back.

      Best answer by Rudi

      Hi there @Crumeltje @Razorblade @Desert Family 

      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 (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 me know how it goes :thumbsup_tone2:

      58 replies

      Show previous replies
      Roadie
      ajdin91
      Roadie
      August 3, 2020

      Hello @ajdin91, please follow the troubleshooting described in this diagram. Each step is important as well as the order :slight_smile:

      come up with a different solution than that ! 

      Rudi
      Ultimate Superstar
      Rudi
      Ultimate Superstar
      August 4, 2020

      Feedback noted @ajdin91 thank you for your support :v_tone2:

      In the meantime, please let us know what device, OS and app version you've got so that we can report this directly to our devs :thumbsup_tone2:

      Roadie
      arivas
      Roadie
      August 4, 2020

      It seems the problem was solved with the last update, I’ve been playing music for a while without errors since this update, I hope it stays like that :grinning: .

        Rockstar
        Kevin Deezer
        Rockstar
        August 5, 2020

        Hello @arivas, glad to hear that, our teams indeed released a fix. Let us know if you notice again any changes.

        https://www.deezer.com/en/profile/3421485864
          Roadie
          J13
          Roadie
          September 17, 2020

          I'm having the same problem. Been having it for months now. I've tried doing all of those steps mentioned and nothing seems to help. I have an S8+ now but also had the same problems on my S7. Getting entirely fed up with paying out for scratched CD's! 

          Roadie
          Alex Mandrik
          Roadie
          September 17, 2020

          I'm having the same problem recently with all my family accounts, happens with random songs, different artists.. it is very annoying, sometimes it sounds like a scratched CD and other times it skips to the next song in the middle.

          Considering that I pay for a family pack, it is quite disappointing

          Rudi
          Ultimate Superstar
          Rudi
          Ultimate Superstar
          September 21, 2020

          Hey @J13 @Alex Mandrik 

          Sorry to hear that.

          The trouble here is that it can be caused by different reasons. Have you tried changing the audio quality settings to see if it helps?

          Guitar Hero
          Crumeltje
          Guitar Hero
          November 6, 2020

          Hello @Crumeltje  thank you for the detailed explanation. Ahaha I’m intrigued to know what dogs like to listen to because - I have two at home. Thank you for making sure there is only one device playing music in each profile. 

          Sorry, in that case, I need to ask more questions.

          1. Does this problem only happen with downloads or also when you are online?
          2. The title of this thread is Song skipping like a scratched cd - when do the songs skip? In the middle of a song or at the end? 
          3. Are you sure that ALL Songs were downloaded onto every single device individually?
          4. Were the songs downloaded while mobile data was switched off, strong Wifi was used and waited until the download process was finished?

          Thank you so much for all your replies - we are sure we can fix this problem :slight_smile:

          Hi @Pia.Deezer ,

          I was waiting for it to happen again, so I could record it and then show what it sounded like to make it more clear.

          But... it then never happened again, and it's been a while since! I have no idea what fixed it, but I'm glad it is fixed. Thank you for the support!

          PS: the playlist of my dogs consists of only Haevn and My Indigo. I want to expand it more with some other music though. The music they have now is calming, but it's not necessary to be this calm :)

            Roadie
            Roger Cox
            Roadie
            November 7, 2020

            I am so tired of this app. I am on the family version and there is just constant bugs. Sometimes it says requested song can't play, sometimes it plays but skips like a broken CD. Sometimes it's unable to add favorites. I have cleared cache etc and it works for a while. I think it may be time to get Spotify again if they can't come up with a fix properly. 

            Rudi
            Ultimate Superstar
            Rudi
            Ultimate Superstar
            November 9, 2020

            Hey @Crumeltje 

            We release a new mobile app every couple of weeks, we're always working on fixing bugs and improving things. There's still a lot of room open for improvement - thank you for your support! :relaxed:

            Hi @Roger Cox 

            Sorry to hear that. Is there anything that we can do to assist you having a better experience? Have you tried contacting our Customer Care team?

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