Answered

US and CA loading and crashing issues


Userlevel 7
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Hi Everyone,

Some of our US and CA users reported that their accounts are stuck on loading or the app crashes after the latest update. I created this post to help gathering more cases and keep everyone updated.
We are now investigating the issue.

in the meantime, please make sure your tried our troubleshooting below:

  • make sure you're connect to a wifi network
  • uninstall Deezer
  • clean your phone's cache
  • remove the SD card
  • turn off your phone
  • reinstall Deezer
  • open Deezer and download at least one album or playlist
  • reinsert the SD card
Also, increase the cache. Open the app and go to settings > app > empty and increase the smart cache.

Please let us know and I will keep this post updated!

Thanks
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Best answer by Rafael. 31 July 2018, 10:55

Hi Everyone, I have just spoke to our developers and they confirmed that this issue is now fixed. Please, login again and let me know if it works now! I'm so sorry for the waiting! 😉
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16 replies

Userlevel 7
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Hi @Mitchell.Johnson, @GregoryAllen, @Anthony.Pietrzak, @Jay Larson, please follow this topic, we will keep you guys updated!
Userlevel 7
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Hi @Rick P. , @ElishaD, please follow this topic. 😉
Userlevel 7
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@Ziggster87 , @Jimmy Wolford , @Alma Molina , @Kay01, @Charlez Hurt , @pithius63 , @lindy54
Please see the troubleshooting above and let me know if it works. We have already reported this to our devs and they are looking into it. I will update this topic as soon as I have any more news. Thanks!
Userlevel 3
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As an FYI I'm in Canada and this is also affecting your XBox app which doesn't have any adjustable settings that I'm aware of (none of the above is possible, and uninstalling / reinstalling doesn't help), so this looks like some sort of recent network / transport issue rather than an app issue. I've logged a ticket (3384214) with Deezer support - hopefully your tech groups can work together to sort this out.
I have the same problem with Samsung S9+ on the Bell Canada LTE network. Started Friday morning and have tried the troubleshooting tips several times and still get error message tried download and tracks are skipped with only 3 or 4 tracks downloaded per album.

Have a Samsung s9 and iPhone 7+ in the family and they have no issues.
Userlevel 1
Having issues with the "Error: Failed to Play" error, have done all the steps to fix and I'm still experiencing the issue. As others have reported, this is happening on multiple devices. My LG V20, iPad mini and wife's iPhone 7. When I first noticed it, I was able to sometimes get tracks to play and/or download by using a VPN.
Userlevel 7
Badge +6
Hi Everyone, I have just spoke to our developers and they confirmed that this issue is now fixed. Please, login again and let me know if it works now! I'm so sorry for the waiting! 😉
Still have the same problem, I have done everything the troubleshooting suggested, didn't work. I'm just waiting a couple of days for this to be solve, otherwise I'm cancelling, this is ridiculous, paying for something I can't even use.
Userlevel 7
Badge +6
Still have the same problem, I have done everything the troubleshooting suggested, didn't work. I'm just waiting a couple of days for this to be solve, otherwise I'm cancelling, this is ridiculous, paying for something I can't even use.

Hi Alma, thanks for letting me know. I will send you a private message now with my account details for you to try 😉
New subscriber as of today (10/9/2018) and I have the issue as well. I use a FiiO x7mkII DAP. I just downloaded the app today so it should be the lates with the above mentioned fix, right? I downloaded deezer to replace tidal which was lousy with dropouts on any device.
Userlevel 7
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Hi there, I don't think we support FiiO. Did you download the app directly to the device?
I too am experiencing this issue on a Galaxy Tab E tablet. Your proposed solution is to download to the internal memory and this makes absolutely no sense. Your users (including myself) need to have the option to download to an external MicroSD card. Other than that, your content should be working with or without downloading the songs. It scares me that such a big service has such a basic functionality missing. Your market rivals have this same functionality working just fine.
I have uninstalled and reinstalled this program a few times. I have logged out and logged back in. I have cleared the cache. I have done everything I know to do. I never had this problem it was powered by cricket. Now I haven't even been able to listen to one song! I used to love this app and wanted to share it with my family! Please help!
Userlevel 7
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Hi @leahjo4781 please try to follow the steps above. This error has often to do with the SD card.
Hi @leahjo4781 please try to follow the steps above. This error has often to do with the SD card.
I just got a whole new phone and sd card. Still same problem. Please advise
Userlevel 7
Badge +6
Hi there @leahjo4781

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
  • turn off your phone
  • reinstall Deezer
  • open Deezer and download at least one album or playlist
  • reinsert the SD card

If the issue persists, let me know what specific model you have.

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