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Cloud-synced Queue is disappearing

  • 13 February 2023
  • 16 replies
  • 143 views
K
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Hello,

 

my cloud-synced queue list quite regularly disappears.

It happens maybe once or twice per week. Probably when there is longer pause between listening sessions (few days).

For example a listen on Friday. Then I don’t listen whole weekend. On Monday when I travel to work I want to resume where I left off.

But the queue is not there in the app:

  • On mobile devices (iPad and Android phone) It looks like there is no queue at all.
  • On desktop player (Windows or web) the queue is there, but position is lost - it starts over from track #1.

 

It started happening maybe few months ago. Before that the queue sync was rock solid and dependable. Now is almost useless for me :-(

 

Cloud-synced queue list is turned on in all apps on all devices.

 

Does anyone else has similar issue? Is there some solution or workaround?

 

Thanks

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Best answer by Johnathan.Deezer 22 February 2023, 11:44

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16 replies

Johnathan.Deezer
Userlevel 5
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Hi @katro! 

Sorry about the delay.

You had this issue today again? 

Please send me the System version and the Deezer app version and we can have a look it properly, as I can’t reproduce the same issue on my side. 🕵🏼

Let me know anything, thank you.

JohnathanF
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Hello, thanks for answer.

 

Today it happened again. Yesterday everything worked fine.

Today I arrived at work and launched Deezer Windows Desktop version on my laptop - the queue position was lost again. Starting from song #1.

 

My devices:

Samsung Galaxy S22 Ultra (SM-S908B/DS):

OS version: Android 13, One UI 5.1, security patch level: 1 February 2023

App version: 7.0.22.45

 

Windows Laptop (Dell Latitude)

OS version: Windows 11 22H2 (OS Build 22621.1265)

App version: 5.30.520 (non-store version)

 

Unfortunately I can’t reproduce it either. It just happens approximately once a week. I don’t know what conditions are causing this behavior.

 

I tried uninstall and fresh install on both devices - it did not help. I tried several things to reproduce it (e. g. restart phone, kill app) with no success.

Johnathan.Deezer
Userlevel 5
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Thank you for the update @katro! 

I sent to to our developers and we are investigating. 🙇🏽

I will be back to you as soon as I receive a feedback on it. 👌🏽

Take care!

JohnathanF
Johnathan.Deezer
Userlevel 5
Badge +6

Hi @katro! 

The team know about this issue, but they don’t have a date when that will be solved for now. I’m really sorry about it. 😔

Any updates around that I will let you know. 🤞🏽

JohnathanF
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Hello, is there any news about this issue?

Or is there some workaround? It’s very annoying.

Cloud-synced queue is the feature that makes Deezer my preferred music streaming service. Without it Deezer is very annoying to use :(

leonardooz
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Hi @katro! 

The team know about this issue, but they don’t have a date when that will be solved for now. I’m really sorry about it. 😔

Any updates around that I will let you know. 🤞🏽

I have the same issue. It has been happening for a few months. I open the app and no queue appears at all.

Alfredo.Deezer
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Userlevel 6
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Hello @leonardooz 

The problem seems to be fixed by now. Could you try to delete the Deezer app on your mobile device and download it again to try it out, please? 

If you are using the Deezer desktop app, please also uninstall it and get the updated version here. If you are using the web browser, please delete the cache of your web browser so we can have a fresh start.

Let us know how it goes, please 😄

Thanks!

leonardooz
Rank

Ok. I will let you know if the issue happens again. If it does, I will attach screenshots here. It is actually a very annoying problem that didn't happen in the past. I am a Deezer HiFi subscriber but I have even considered unsubscribing because of this issue. You build your queue (called Waiting List in the app), start listening the songs and, when you open the app the next day, there is no queue at all.

Alfredo.Deezer
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Userlevel 6
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Hi @leonardooz 

Yeah, no problem, please let us know if you are still struggling, hopefully everything will be running smoothly now! 😎

As a user that loves music too, I feel you! Building a nice queue with great music, it should be able to stay in there to enjoy it 🎵

Thanks! 😄

leonardooz
Rank

Hi @leonardooz 

Yeah, no problem, please let us know if you are still struggling, hopefully everything will be running smoothly now! 😎

As a user that loves music too, I feel you! Building a nice queue with great music, it should be able to stay in there to enjoy it 🎵

Thanks! 😄

Problem not resolved. The queue I had disappeared all of a sudden.

 

Leonídia.Deezer
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Userlevel 7
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Hello @leonardooz could you try these steps:

  • Make sure you have activated auto-rotation on your phone settings
  • When you open Deezer app, try to rotate from vertical orientation to horizontal and then back to vertical

Let me know the outcome.

Also, could you please record a video of the issue showing the queue list disappearing.

leonardooz
Rank

Hello @leonardooz could you try these steps:

  • Make sure you have activated auto-rotation on your phone settings
  • When you open Deezer app, try to rotate from vertical orientation to horizontal and then back to vertical

Let me know the outcome.

Also, could you please record a video of the issue showing the queue list disappearing.

The problem remains. I am disappointed as a HiFi user. The queue keeps disappearing. I recorded a video of the issue. You can see it here. Recording of the problem of queue disappearing

Leonídia.Deezer
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Userlevel 7
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Hi @leonardooz apologies for my late answer and thanks for sharing the issue on a video.

I have already shared it with our developers to further investigations.

Please confirm to me the following points:

  • Is the issue still occurring
  • Device, model and OS of the phone you are using
  • Deezer version installed
  • Does the Queue disappears after couple hours, 1 day, 7 days - Did you notice the amount of days/hours you need to be off to have that happening?

Looking forward to hearing from you.

leonardooz
Rank

Hi @leonardooz apologies for my late answer and thanks for sharing the issue on a video.

I have already shared it with our developers to further investigations.

Please confirm to me the following points:

  • Is the issue still occurring
  • Device, model and OS of the phone you are using
  • Deezer version installed
  • Does the Queue disappears after couple hours, 1 day, 7 days - Did you notice the amount of days/hours you need to be off to have that happening?

Looking forward to hearing from you.

Hi Leonídia. I am glad you saw the video of the issue. The problem remains. I use two mobile phones, Galaxy S22 and Galaxy S10e. The problem happens on both models. Android 12 on both devices. Deezer version 7.1.4.88. The queue disappears regardless of how much time I am off. It has disappeared after 7 days off. It has also disappeared after less than 24 hours off. So, no rule on that matter.

Leonídia.Deezer
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Userlevel 7
Badge +5

Hello @leonardooz thanks for sharing all the details. I have requested to our developers to raise a new incident.

Please reach out our Customer Support, sharing the link of this thread, the video, details about your devices and OS, Deezer version so they can link to the incident.

leonardooz
Rank

Hello @leonardooz thanks for sharing all the details. I have requested to our developers to raise a new incident.

Please reach out our Customer Support, sharing the link of this thread, the video, details about your devices and OS, Deezer version so they can link to the incident.

Done.Request number is 7242588.

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