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Recent issues with playing content


Userlevel 2
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Recently Deezer often stops playing with the error Failed to play. It happens on both WiFi and 4G network. Pressing Retry usually helps. It also happens in Android Auto.

I've cleared Deezer cache etc but it doesn't help. 

Running Deezer 6.2.22.31 on a Samsung S10e with Android 11.

 

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Best answer by Sanders Deezer 22 March 2021, 08:39

Hi everyone, thank you for your report. I just wanted to say you that the team is still investigating this bug and how to reproduce then fix it.

Have a nice day

Sanders

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Userlevel 2
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This is how the error comes up in the car/Android Auto. 

 

Userlevel 6
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Same happens with certain tracks on my end. Even with downloaded tracks, which should play fluently.

Userlevel 3
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Hi @A.LeC, hi @Harmonie , the team in charge of the player is investigating this bug. Thank you for your report 

Userlevel 2
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Hi @A.LeC, hi @Harmonie , the team in charge of the player is investigating this bug. Thank you for your report 

I got an update to 6.2.23.46 today. It seems that the  playback problems are fixed. At least had no more errors listening at home today. I'll see about the car and at work during the coming week. 

Userlevel 2
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Hi @A.LeC, hi @Harmonie , the team in charge of the player is investigating this bug. Thank you for your report 

I got an update to 6.2.23.46 today. It seems that the  playback problems are fixed. At least had no more errors listening at home today. I'll see about the car and at work during the coming week. 

Unfortunately today I had the same problem again. Happend twice now.

 

Userlevel 6
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Happening on my end as well. Today it happened regularly. Playing tracks, even downloaded ones has become really difficult, and nerve wracking....

Hi @A.LeC. You say you’ve tried clearing the Deezer cache, by which I assume you mean you’ve gone into Android settings/Apps/Deezer/Storage and cleared the cache there. Unfortunately (at least, in my case) that doesn’t empty the contents of the Deezer “smart cache” that sometimes needs to be cleared if there is a problem with playback (did you check that the amount of Smart Cache data in the Deezer “Data and Storage” menu was zero after clearing?).

Unfortunately, unlike with the iPhone version, there is no “Empty Smart Cache” button in Deezer for Android. Luckily for me, I haven’t had to use it anyway, but I’ve seen other users claiming that the only way to do it is with the “Clear All” button further up the Data and Storage screen, which deletes all the local data—obviously a disaster if you have a lot of downloads.

On the bright side, it may not be a Smart Cache problem. A blip in the wifi or mobile data signal can cause playback to fail, particularly if you’re streaming rather than playing back a download. This is still annoying, but not as bad perhaps as having to re-download tens of GB of data. 

Best wishes.

   

Userlevel 2
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Hi @A.LeC. You say you’ve tried clearing the Deezer cache, by which I assume you mean you’ve gone into Android settings/Apps/Deezer/Storage and cleared the cache there. Unfortunately (at least, in my case) that doesn’t empty the contents of the Deezer “smart cache” that sometimes needs to be cleared if there is a problem with playback (did you check that the amount of Smart Cache data in the Deezer “Data and Storage” menu was zero after clearing?).

Unfortunately, unlike with the iPhone version, there is no “Empty Smart Cache” button in Deezer for Android. Luckily for me, I haven’t had to use it anyway, but I’ve seen other users claiming that the only way to do it is with the “Clear All” button further up the Data and Storage screen, which deletes all the local data—obviously a disaster if you have a lot of downloads.

On the bright side, it may not be a Smart Cache problem. A blip in the wifi or mobile data signal can cause playback to fail, particularly if you’re streaming rather than playing back a download. This is still annoying, but not as bad perhaps as having to re-download tens of GB of data. 

Best wishes.

   

Hi,

 

I only cleared the App cache from the android settings. Clearing app data means clearing all downloads and smart cache too. I have 30GB currently. What speaks against corruption is that playback always works after pressing Retry. 

 

The problem does seem to happen on both streaming new stuff in Flow and already downloaded stuff. Yesterday I was experiencing it on WiFi, but previously it has happened on 4G too. 

if it’s happening with stuff you’ve downloaded as well as with streaming, it’s less likely to be a network issue but not impossible. I’ve certainly seen it happen, but also had it happen with Spotty Fly and (less often) with Grapple. Then again, iPhone and Android both slow down or grind to a halt from time to time, and I’ve been wondering if the whole system multi-tasking gets jammed up by a hiccup in the network connection.

The Android app REALLY needs (among several other urgent fixes) a “Clear Smart Cache” feature. I've heard from one of the Mods that work is now a priority.

Best of luck. 

 

Userlevel 3
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Hi everyone, thank you for your report. I just wanted to say you that the team is still investigating this bug and how to reproduce then fix it.

Have a nice day

Sanders

Userlevel 1

Hello,

Android App here, happens all the time for me (e.g. shuffle my favorites > after every other song or so, it stops and I have to manually choose Retry).

Not happening with the web app on my laptop (haven’t tried the web app from my phone, but my laptop uses the wifi, same as my phone).

Not happening with downloaded music.

A simple auto-retry feature would help.

Userlevel 2
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Hi. The problem still happens on Deezer 6.2.25.1. 

Userlevel 1

Hi everyone, thank you for your report. I just wanted to say you that the team is still investigating this bug and how to reproduce then fix it.

Have a nice day

Sanders

@Sanders Deezer 

It’s very easy to reproduce in few clicks:

  1. Open Deezer app :)
  2. Turn off wife and mobile data
  3. Start new (not downloaded queue or album)
  4. …. Error appear (same for changing next not precached (online) song)
  5. Enable wifi or mobile data don’t remove message and require human help.

Use case
The most time I use Deezer in the car, so sometimes mobile data isn’t available and once stars are aligned I got error message. Once I get I should find phone in my pocket unlock it, open Deezer and manually click “Retry” button.

 

Possible solution

Auto retry logic will be great with some timeout period. Also, this period could be set in settings (or select some predefined values) 

 

Resume

This issue makes me really angry and put me in dangerous, because as driver, I should spend my attention to unnecessary action with phone

 

Plus, it isn’t on beta right now :(

So, it better move to `android` topic instead to `android beta`

This issue STILL happening!! Still not fixed for me, android user. How long does it take to sort this issue out Deezer? 

 

Sort it or I'm off to Spotify 

Userlevel 1

This issue STILL happening!! Still not fixed for me, android user. How long does it take to sort this issue out Deezer? 

 

Sort it or I'm off to Spotify 

I do same :(

Userlevel 7
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Hi @A.LeC, hi @Harmonie , the team in charge of the player is investigating this bug. Thank you for your report 

I got an update to 6.2.23.46 today. It seems that the  playback problems are fixed. At least had no more errors listening at home today. I'll see about the car and at work during the coming week. 

Unfortunately today I had the same problem again. Happend twice now.

 

That’s an amazing track!!!

Pulsedriver… and when it does not load, I feel your pain.

Have you tried if deletion of app and installing back helps? As well I recommend to clear the cache and increase it afterwards to 1 GB in apps settings. There is no need to go Spottily, hang on.

Their engineers are working hard on bugs and they seem to be hiring more now.

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