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Answered

Getting "error: failed to play", pausing music and requiring me to resume manually after okaying the error popup.

J
Rank

Anyone else experiencing this enjoyment ruining bug? Would be awesome it there was a solution, because I can't use Deezer for anything this way (not run having to get out of the bath to resume,.or to keep having it switch off during dinner).

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Best answer by Yula 13 March 2022, 17:32

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22 replies

Yula
Rank
Userlevel 7
Badge +10

Hey there @johnwhat! From what device are you having this problem? 

Sounds like this issue: 

 

(She/her) add your pronouns to your signature!
J
Rank

I'm having the same issue, it's been doing this for a while now. 

Is there any way to rectify? If not I'll be going elsewhere. 

Premium subscription too, absolutely not good enough!

R
Rank
Userlevel 1

Same issue here on both my samsung phones. One is an older J6, th other an A52s 5g.

 

Kind regards 

Ruben

Ps: update the app regularly

Johnathan.Deezer
Userlevel 5
Badge +6

What is the Deezer version and the Android version installed, please @Ruben Flamand & @jeff gypsy? 🕵🏽

JohnathanF
R
Rank
Userlevel 1

Deezer app: 7.0.21.75

 

Android: 13

 

 

J
Rank

Deezer app: 7.0.24.1

 

Android 12

Johnathan.Deezer
Userlevel 5
Badge +6

@Ruben Flamand your app is not update. Can you and @jeff gypsy, please clean cache, delete the Deezer app, remove an SD card if you have it on your phones, reset the phones, reinstall the app and check if works fine now?🕵🏼

Only after that you can add the SD card again.*⛔

Take care.

JohnathanF
R
Rank
Userlevel 1

@Ruben Flamand your app is not update. Can you and @jeff gypsy, please clean cache, delete the Deezer app, remove an SD card if you have it on your phones, reset the phones, reinstall the app and check if works fine now?🕵🏼

Only after that you can add the SD card again.*⛔️

Take care.

Thanks Johnathan, I will try this. This has been an issue that has been ongoing for at least 3 years now. I hope this helps :) 

 

Ps: there seemed to be a link with how data was stored. In the past the issue got more persistant if the storage on my phone was almost full. 

 

Kind regards

Ruben

Johnathan.Deezer
Userlevel 5
Badge +6

@Ruben Flamand yes, when you move the storage to your phone instead of the SD card, usually works perfect without any issue.😊

JohnathanF
M
Rank

The issue still occurs even after logging out/deleting the app....

V
Rank

My music keeps pausing for no reason, without any feedback, I'm on google pixel 7, I dont have a SD card, and have already cleared cash, reinstaled and everything else mentioned above

M
Rank

Deezer clearly has no intention of fixing this.

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

Hi @MrBaptiste @vozhi Sorry to hear that you are experiencing this kind of issue.
Can you give me more details about your situation? Did you check if the battery optimization is not on for Deezer?
If you already did the suggested procedure, please answer the following questions:
• What's the brand and model of the device you are having problems with?
• What's the version of the operating system (Android, iOS, Windows or Mac) installed on your device? 
• If you're using our app, what's the Deezer version installed on your device? 
• If you're using Deezer on the web browser, what's your browser (Chrome, Firefox, Safari or Microsoft Edge)? What's the latest version installed? 
Please also send me a video demonstrating all the procedures you perform until the music pauses, and a screenshot of the Deezer app with the "Data and Storage" option.

 

M
Rank

Samsung galaxy s22 ultra

Android

Deezer app 7.1.4.88

M
Rank

 

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

Hello  @MrBaptiste thanks for the details. All looks good.

On my previous post, I mentioned the battery optimization. Have you done this?

Seems that this has an high impact on performance of Deezer an other apps.

If that was already done, please reach out our Customer Support, so your case can be escalated to our developers or added to an existent incident.

Please share a video of the issue happening, this screenshot you shared here and information's about our device, OS and Deezer version.

Btw, you can try to subscribe your tester program, and download the latest Beta version, just to see if you get any improvements on behaviour.

W
Rank

Deezer used to work fine on my android now I just get this error message. Tried the usual fixes. Shame. No point paying for something I can't use. 

Leonídia.Deezer
Rank
Userlevel 7
Badge +5

Hi @Wobbly Bob sorry to hear that you have getting this error message.

We are aware of recent complaints since the launch of the version 8.0.5 and we hope to have improvements in place with the release of the version 8.0.7 as we couldn’t implemented them in the 8.0.6.

From your message, I understand that you have done some troubleshooting already to improve the situation, but anyway I will recommend these steps as they might deliver a better experience:

  • Clean cache and confirm that you have at least 1.5 GB available for the Smart Cache and 1 GB of space in internal memory of your phone
  • Remove battery restriction when using Deezer app (this includes not using battery save mode while using Deezer)
  • If you have an SD card, try to uninstall Deezer, remove the card, install Deezer again and download some content on the phone. Later you can install the card back

 

A
Rank

Same issue here. Premium subscription, disappointed.

Android 13, pixel 4a

Deezer 8.0.6.65

A
Rank

Barely can listen to one song straight before it happens... Battery usage was always unrestricted. It's like this for a few weeks already. 

The app is useless at the moment. Please fix it ASAP. 

 

Thanks 

W
Rank

Thanks, Deezer, for your quick reply. The problem may have been my phone. No problem on the laptop. Finally got it to work on the phone by clearing cache, signing out, deleting and reinstalling app and restarting the phone. Has been fine since. 

A
Rank

Thank you! That worked for me too

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