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Unable to Load Page - Android 7.0.30.59

  • 26 June 2023
  • 5 replies
  • 1625 views
W
Rank

I am unable to connect to Deezer's service from the Android app this morning. I have internet connectivity. I am using the Android device that I use for Deezer to type this issue out. I could not find a submit ticket option, so I am posting here. I tried clearing the app cache for the Deezer app without success as well as rebooting my device twice. Once before clearing my app cache and after clearing the app cache. It looks to me like there is an issue with Deezer's service in relation to connectivity from the Android app. As I indicated above. I can access all of my other internet connected services via apps and I'm using the internet to connect to this website from my Android device. Please offer assistance. If your service is down, I would appreciate a discount for the time I was not able to use your services. 

Thank you for your time.

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Best answer by FriskyProdigy 26 June 2023, 16:59

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5 replies

GropplerZorn
Rank
Userlevel 7
Badge +17

hello @William Hankins 

you can submit a support ticket here → https://support.deezer.com/hc/en-gb

others have also had success deleting and reinstalling the app, the only minor inconvenience is needing to replace any downloads, certainly not anything that would warrant a prorated refund for the seven minutes of lost service.

good luck

g

G
FriskyProdigy
Rank
Userlevel 6
Badge +6

Hi @William Hankins,
Looking closely at the screenshot you have provided, and considering all the steps you have taken.

I also see you have a VPN running, that could be the culprit because that interferes with geo-restrictions of media. Therefore it could be why you’re outright being denied access.

Try these steps:

  1. Disable the VPN and connect normally
  2. Check if the Wi-Fi you’re connecting to has any Firewall rules or ad/tracker blocking mechanisms enabled - they could be specifically hampering some functionality of Deezer.
  3. I know it may sound odd, please confirm that Deezer is available in your region and you have an active subscription.

If all above don’t solve your issue, raise a ticket as suggested by @GropplerZorn 

W
Rank

It allowed me to login an use the app without needing to uninstall just now. I suppose the service was down and came back up. I'll keep this chain opened to reference the hour I didn't have service today and any future service outages that accrue.

W
Rank

That is a Work Application Specific VPN and unrelated to Personal apps like Deezer. The workflows are completely separate and App dependant. Even if I used a VPN for my connection to Deezer, the connection shouldn't have issues connecting.

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

Hi @William Hankins,  great to hear things are working again.
Even if your VPN is not related to personal apps like Deezer, it can still interfere with the Deezer app and make it difficult to connect or get access to content.

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