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katro
Guitar Hero
February 13, 2023
Answered

Cloud-synced Queue is disappearing

  • February 13, 2023
  • 18 replies
  • 321 views

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

    Best answer by Johnathan.Deezer

    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!

    18 replies

    Show previous replies
    Leonídia.Deezer
    Community Manager
    Leonídia.Deezer
    Community Manager
    September 19, 2023

    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
      Guitar Hero
      leonardooz
      Guitar Hero
      September 25, 2023

      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
      Community Manager
      Leonídia.Deezer
      Community Manager
      October 20, 2023

      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
      Guitar Hero
      leonardooz
      Guitar Hero
      November 3, 2023

      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
        Community Manager
        Leonídia.Deezer
        Community Manager
        November 6, 2023

        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
        Guitar Hero
        leonardooz
        Guitar Hero
        November 7, 2023

        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.

          Roadie
          Chontelle Mackriell
          Roadie
          September 1, 2025

          I am also having this issue, anytime I close the app for more than 1 hour the queue disappears and I have to restart my playlists, cache is cleared, re installed the app but still doesn't work

            Roadie
            Chontelle Mackriell
            Roadie
            September 2, 2025

            Any time I close the app I lose my queue and have to restart my playlist and nothing I've done has fixes it

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