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Song skipping like a scratched cd

  • 17 December 2019
  • 34 replies
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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.

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Best answer by Rudi 19 December 2019, 16:37

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:

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34 replies

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Ok then it’s not only me :-)
I can second that

I have this problem as well, and it really bothers me.

I have read the solution to this, which basically boils down to starting over and increase your smart cache. Even though the issue is fixed for that moment, it does not take long before songs are affected again.

Just now, a song was working fine. Then I went to previous song, and when it got back to the other song it was corrupted.

I don't want to redownload everything again when songs are getting corrupted. Apart from the fact that I would have to do that regularly (I have done couple of times already), my playlist consists of more than 1500 songs. It’s a drag to have to redownload them every couple of weeks.

I have experienced this issue simultaneously on a Samsung Galaxy S4 and Samsung Galaxy S8.

 

Please come up with a decent explanation and fix, because the cache clearing is just a workaround and not even a good one.

 

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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:

I'm having this same issue on a galaxy s8 too. I've already tried doing all the things you've mentioned without any success, I don't have the songs downloaded on a sd card, I have deleted the app, deleted my playlists and re-downloaded them but the songs still get damaged again and again.

I've used this app since 2014 and have never had so much trouble with my songs. Is there any other way to fix this?

I have a Galaxy S9 and I have started experiencing the same issue about a month ago. Same predicament in that it was here and there and then more frequent. Really a drag when entertaining a small group via bluetooth device. I have been a deezer user/subscriber for almost 3 years now and have been trouble free until now. Hopefully this can be resolved sooner rather than later.

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Hi there @concretestiletto @André Flores 

Sorry that's happening. Could you please tell me which tracks are being affected by this? It could be a problem with the tracks, rather than the app. If it's happening with random tracks, please let me know as well :thumbsup_tone2:

I am having the same issues. My playlist will work fine for a few songs and then for no reason, songs just start skipping like a scatched cd. Why am I even paying for the app when Deezer can't even correct the problem.

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Hmmm I heard this today too on iOS just for a couple of songs in Flow (but they were crappy generic songs it plays once in a while so just skipped). Will try to save any I hear to post here. Only 2 songs so far. 

It's some of my very favorite songs affected.  I'm a big fan of David Garret and all of his songs from the album called Music were affected(demolished) as well as a few individual tracks.  I reloaded and they were fine for one day.   It's really frustrating to always have to skip songs I know I really enjoy.

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It's some of my very favorite songs affected.  I'm a big fan of David Garret and all of his songs from the album called Music were affected(demolished) as well as a few individual tracks.  I reloaded and they were fine for one day.   It's really frustrating to always have to skip songs I know I really enjoy.

 

please do the troubleshooting shown above!

I have the same problem, and it's becomming worse. More and more songs start skipping

I'm having the same problem tried everything and nothing is working. Starting to wonder why I'm paying for this. 

Yeah, same problem here for at least 3 months. The solution so far is to re-download the song, but it gets more and more frustating each time I have to do it.

 

The song was on my favourite playlist (which I set to download automatically), to fix it, I had to remove from favourites and add again.

 

Android: 9

Phone: Xiaomi Mi A2

Song example (happened today):  Tu M'as Promis - Monsieur Perine

 

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Hi there @Spill1e @renee.howard @panuci 

Sorry that's happening. In what quality are your audio settings on? In order to check this, please go to the app's settings and then audio quality (not on WiFi). Changing this setting may give us more clues about what's going on.

@panuci your track example plays fine on my side (desktop). So please try changing the audio settings to see if it makes a difference.

Also, could you all let me know what version of the app you've got installed?

Is there not a better answet yet to this? If not, Spotify, here I come. I am not gonna do that same over and over again. Downloading songs and/or re-installind Deezer, clearing cache etc.

 

I tested with two phones and both have the same problem, with the same songs that are corrupt. Works on a laptop though. Seems like this is your core business, actually only business so what takes you so long fix this? Got better things to do?

Honor 6 and 7 Lite.

Hi there @concretestiletto @André Flores 

Sorry that's happening. Could you please tell me which tracks are being affected by this? It could be a problem with the tracks, rather than the app. If it's happening with random tracks, please let me know as well :thumbsup_tone2:

All jon bon jovi songs

Also having the same issue,,  high BIT ERROR on random songs,,   Im ready to cancel and switch to Spotify,,  I heard good things about Deezer but the support is basically go to the forms and fix it your self.   1 week and im canceling.  

Hi there @Spill1e @renee.howard @panuci 

Sorry that's happening. In what quality are your audio settings on? In order to check this, please go to the app's settings and then audio quality (not on WiFi). Changing this setting may give us more clues about what's going on.

@panuci your track example plays fine on my side (desktop). So please try changing the audio settings to see if it makes a difference.

Also, could you all let me know what version of the app you've got installed?

Hello Rudi,

I doubt this is a “server side” issue, I would put my coins on something going wrong in the download/processing phase of a song. But anyways, my song settings is set to “Better”.

 

I have another song broken now, I tried to change the sound settings and even click on “Repair File” option, but doesn’t work. This new broken song is: In Your Head by Nilufer Yanya

 

My current app version is 6.1.16.108

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Hi there @panuci 

Thank you for your feedback. Could I please have a link for the track you mentioned? Could you please try to install the latest version of the app?

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:

Hi @Rudi ,

Thank you for your reply. 

For me these steps don't work, and I have even cleared my phone cache with Android Recovery Mode. I am still regularly redownloading my songs. I think this solution is just temporary for everyone affected by this issue.

The fix would be fine if you would have to do it once, but as a temporary fix it is just not acceptable.

I always loved Deezer more because it is less obnoxious in the free version, which actually made me pay for it. But right now it is not living up to the expectations.

Is there a team working on a solution for this problem?

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Hello @Crumeltje you should only need to do the steps mentioned once, not several times :wink:

  1. Could you please double-check whether every single family member is only using their own profile?
  2. On which device are you having the problem that songs are skipped?
  3. Does the problem happen with all songs or just some?

Thank you 

Hello @Crumeltje you should only need to do the steps mentioned once, not several times :wink:

  1. Could you please double-check whether every single family member is only using their own profile?
  2. On which device are you having the problem that songs are skipped?
  3. Does the problem happen with all songs or just some?

Thank you 

Hi @Pia.Deezer ,

I know I'm supposed to only do this once, but last time I did these steps the first song that was affected appeared within one week again. The solution is not permanent for me although it does help temporarily. That's why I have to do it more often.

 

1. Only me, my boyfriend and my dogs (for when they are home alone) have a profile within family membership. There is one phone (Samsung Galaxy S4) on which we sometimes switch between the profiles because we want to choose between playlists on those different profiles. On that phone the songs are not downloaded as we only use it at home for music. The playlists are not used simultaneously, except when we want to switch source. Then we purposely make the other one stop playing music by starting it on an other source.

 

2. The problem has occurred on Samsung Galaxy S4, Samsung Galaxy S8 and coincidentally today it also happened on a Huawei P10 Lite. I'm not sure if songs were downloaded on the S4 when the problem occurred, but on the S8 and P10 Lite they are downloaded.

 

3. Not all songs are affected, but the amount of songs affected increases with time. It seems random which songs are getting affected.

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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:

I'm having similar issues. Listening on Mi true wireless earbuds via Bluetooth, app version 6.2.4.83 . Sounds like the connection is going in and out throughout most songs. There is no difference if they are downloaded or not. Have tried reinstalling and increasing smart cache with no luck. Have confirmed that it is not a phone or headphone issue as only occurs when using deezer app.

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