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Why are my favourite tracks on Deezer are not downloading?

  • 2 October 2020
  • 46 replies
  • 7042 views
O
Rank
Userlevel 1

Not downloading*

 

Hi all! I recently added a couple of tracks to favourites, but alas, they aren't downloading. Never happened before.

 

Before you ask:

- Yes, I am on, WiFi and it's working.

- Yes, I have the download toggle switched to green.

- It doesn't download on cellular either. 

- Yes, I have enough storage space on my device. 

- Smart cache is > than Deezer files size. 

 

I would rather refrain from cleaning the cache completely, as it will take me hours to download everything again. 

 

Thanks in advance for all your suggestions and workarounds, I really appreciate it! 

 

46 replies

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Olga.Ivanova 
Can you please login to your account from a computer and check if the songs were added to your favourites in the web version.
Have you tried adding other songs to favourites and see if it works? Might be the case that the tracks that you mentioned are not available in your country and won’t download.
Please let me know :nerd:

O
Rank
Userlevel 1

Hi @Jaime.!

Thanks for your suggestions! I really don't think these apply to my issue though. 

 

The songs are in my favourites, both in the app and the Web version. And they aren't greyed out, so they should be available. Before that, I updated my playlist a 3 weeks ago or so and the downloads worked 🤷‍♀️

Rudi
Rank
Userlevel 7
Badge +7

Hi there @Olga.Ivanova 

Thanks for bringing this to our attention.

What version of our app and OS have you got installed? Have you checked for updates?

I know you're avoiding to download everything again and I agree that would be a pain. So please give a bit more info and I'll check this with our devs :wink:

O
Rank
Userlevel 1

Hi @Rudi , thanks for jumping in on this!

 

Here's the device info:

Android Version: 28 / Android 9

EMUI 9.1.0

Device Manufacturer: HUAWEI
Device Model: COR-L29

Deezer version: 6.2.11.74

 

Hope that helps! Let me know if you need any other info :) 

O
Rank
Userlevel 1

Hi @Rudi !

 

Nope, nothing happens. 

D
Rank

Hello I also have this problem! Not downloading or downloading verrrryyyyy slowly and then after 2 songs it doesn't work. 

I tried everything above already, also uninstall and reinstall app, delete everything and start over, smart cache > file size. Help plz. 

Most updated android and Huawei P30 lite

H
Userlevel 7
Badge +6

Hello I also have this problem! Not downloading or downloading verrrryyyyy slowly and then after 2 songs it doesn't work. 

I tried everything above already, also uninstall and reinstall app, delete everything and start over, smart cache > file size. Help plz. 

Most updated android and Huawei P30 lite

Have you tried if it loads any better on 4G LTE connection?

Also worth noting today that if you are using Wifi 2.4 GHz, it may be slower than the better Wifi connection mode which is 5 GHz. Make your devices and routers Wifi AC compatible now for fastest possible smooth Deezer download speeds for your nicest Offline collection. Try these tips out.

In this day and age it is recommended to have at least 10 Mbps of internet bandwidth for one if you are basic user and 50 Mbps of that if you are heavy in downloads. Also I would recommend to change your routers. I personally serve customer with any problems IT and many times customers were about to blame provider for low speed running faulty or old routers in their house. I recommend to change routers and modems every 3-4 years, even expensive ones, 4 years max.

I’ve seen greatest download improvements not only on Deezer Premium, but in browser and in other apps as well, as soon as I got my devices to use 5 GHz only shared from my new cable router.

Hope this helps, my friend.

D
Rank

Was there a solution to fix the problem with favorites not downloading?

Rudi
Rank
Userlevel 7
Badge +7

We're working on this for our next releases @Dan CT please keep the app updated!

D
Rank

Will do, thanks.

D
Rank

I don’t know how this works, but I went to my holiday home in another town with different (much slower) wi-fi and suddenly my songs started to download. I don’t know if there was maybe an update of Deezer in between, but now all my songs are downloaded.

H
Userlevel 7
Badge +6

Usually which helps me in download is to swipe down twice on playlist which does not load all tracks. In a while it will download. I hope Android team will make this bug away. Thanks :)

I have a really really slow net at my home. I mean people are using nowadays 1 Gbps internets and I am like 10 Mb guy who just can’t wait for Offline to download on Deezer. Haha I’m saying.

When it finally loads, I think it loads pretty quick, so I like my free net :)

I do not mind it “slow” or not in “norms” as I get it included in rent. I do not rush in a hurry to pay more for speed I do not need. I just hope Deezer will make lists load much much faster Offline.

There is literally big delay, even days before it loads.

D
Rank

You're welcome .@Rudi.

K
Rank

Force closing the app and reopening it will trigger the new downloads rather it's your favorites or just albums in general.  This has been an issue for sometime along with the slow downloads.  I hope this helps everyone and if it's already been posted my apologies for the duplicate.  

A
Rank

Hey there! It looks like you've tried a lot already. If your favorite tracks aren't downloading on Deezer, try these:

  1. Update the app.
  2. Restart the app or your device.
  3. Toggle airplane mode.
  4. Log out and back in.
  5. Test on a different network.
  6. Contact Deezer support if needed.

If nothing works, you might need to consider cleaning the cache as a last option. It's a trade-off between inconvenience and frustration. Tech hiccups happen, but hopefully, one of these steps helps you out. Good luck and keep jamming to your tunes! 

Z
Rank

Not downloading*

 

Hi all! I recently added a couple of tracks to favourites, but alas, they aren't downloading. Never happened before.

 

Before you ask:

- Yes, I am on, WiFi and it's working.

- Yes, I have the download toggle switched to green.

- It doesn't download on cellular either. 

- Yes, I have enough storage space on my device. 

- Yes, its true, you can stops hiccups if they had start. ​​​​​

- Smart cache is > than Deezer files size. 

​​​​​​​

 

I would rather refrain from cleaning the cache completely, as it will take me hours to download everything again. 

 

Thanks in advance for all your suggestions and workarounds, I really appreciate it! 

 

If the tracks are still not downloading, you can try resetting the downloads for those specific tracks. To do this, go to your list of downloaded tracks, find the ones that aren't downloading, and remove them from your downloads. Then, try re-adding them to your favorites and downloading them again.

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

Hi @Heligh, thanks for sharing your experience and tips.

We know there are some bugs with listen content download mainly on Android devices, and just to let you know that we are working on a better UX in the coming months

Sorry for the inconvenience caused.

 

S
Rank

I'm sorry to hear that you're experiencing issues with downloading your favorite tracks on Deezer. While I cannot directly interact with Deezer's servers or troubleshoot your specific situation, I can offer some general advice and suggestions that might help:

  1. Check Your Subscription: Ensure that you have an active premium subscription on Deezer. Downloading tracks may be limited or unavailable on free accounts.

  2. Internet Connection: Make sure you have a stable and strong internet connection while attempting to download tracks. Poor connectivity can cause download failures.

  3. Storage Space: Ensure that you have enough storage space available on your device to accommodate the downloaded tracks. If your device's storage is full, it may prevent downloads.

  4. Deezer App Version: Make sure you're using the latest version of the Deezer app. Outdated apps can sometimes have compatibility issues.

  5. Download Limits: Some streaming services, including Deezer, may have limitations on the number of tracks or playlists you can download for offline listening. Check if you've reached any download limits.

  6. Offline Mode: Ensure that you're in offline mode when attempting to access your downloaded tracks. Some apps require you to switch to offline mode to access downloaded content.

  7. Device Compatibility: Ensure that your device is compatible with Deezer's download feature. Not all devices or operating systems may support offline downloads.

  8. Clear Cache and Data: If you continue to experience issues, you can try clearing the cache and data of the Deezer app and then log in again.

  9. Contact Deezer Support: If none of the above solutions work, consider reaching out to Deezer's customer support for specific assistance with your account and device.

E
Rank
Userlevel 1

I am having the same issue with my Samsung Tab S6.  My library is about 5500 songs and I'm trying to download it to my SD card in HIFI.  I've uninstalled, reinstalled, cleared cache, formatted the SD card... I've tried Everything. I've even made baterry use unrestricted instead of optimized.  It will usually start but it doesn't get very far.  After a day of downloading a few songs on/off it stops for good. The tablet is WIFI only so downloading my library is especially important for me.  On a side note I can download the same size library in lossless with Apple music in less than a day on this device so it is capable. 

Yula
Rank
Userlevel 7
Badge +10

Hello @emat, it is not possible to download music on an SD card. 
We are a streaming platform and we can only provide music from our platform, 

 

(She/her) add your pronouns to your signature!
E
Rank
Userlevel 1

@Yula sorry I'll be more specific.  I meant downloading to the micro SD card in the device.  Deezer gives you the option to download to onboard storage or the micro SD card in the device.  The music can obviously only be played through deezer on this device once downloaded. 

Yula
Rank
Userlevel 7
Badge +10

Hey @emat, then on Android, go on settings and choose your preferred storage location :) 

(She/her) add your pronouns to your signature!
Rudi
Rank
Userlevel 7
Badge +7

Thanks for coming back @Olga.Ivanova 

Does restarting the app or the device triggers the download of those newly added tracks?

Rudi
Rank
Userlevel 7
Badge +7

Thanks @Olga.Ivanova 

Spoke to our devs, there's a fix in our Beta app at the moment that might be able to solve this issue. Hang in there a bit longer and let me know once the updated app reaches you next week or so :thumbsup_tone2:

Rudi
Rank
Userlevel 7
Badge +7

Is that happening on Android 11 @devinmartensolzman? Please confirm, it could be a problem we're already looking into. But please also follow @hpguru's advice above :thumbsup_tone2:

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