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I've had over half my playlist disappear for NO REASON

  • 25 July 2020
  • 5 replies
  • 77 views

I have a premium account. Multiple times now I've had over half my playlist disappear for NO REASON. I'm getting tired of this and I'm ready to switch my service. This most recent time it's not even redownloading. Everytime I open my app it bogs down my entire phone trying to redownload a bunch of songs, but it can't. Fix your service!!! I know for a fact I'm not the only one who experiences this. Fix your service! We pay money for it!!! FIX YOUR DAMN SERVICE!!!! If this isnt resolved swiftly OR if it happens again. I'm gone!!!

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Best answer by Rob Igo 3 August 2020, 10:19

Hi @HBKCommish 

 

would you be willing to try a fresh install (this will lose all your downloaded tracks but I’m guessing if you keep losing them you’ve nothing to lose?).

 

If you’re willing to try, would you do the instructions below:-

 

Please do the following in the exact order:-
make sure you're connected to a wifi network
log out of Deezer
uninstall Deezer
clean your phone's cache
remove the SD card (if you have one)
turn off your phone
turn on your phone
reinstall Deezer
Log in to Deezer
open Deezer and download at least one album or playlist
reinsert the SD card (if you have one)

 

Let us know how you get on! :) 

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5 replies

Userlevel 7
Badge +3

Hello @HBKCommish, you’re talking about your downloaded titles? On which device do you have this issue?

@Kevin Deezer Yes my downloaded songs. And as I'm writing this,  it just happened again. 3 times now in less than 2 weeks. Hundreds of songs just disappear and then try to do a mass re-download when I open the Deezer app, which severely bogs down my phone, trying to re-download all those songs at once. I'm using a Samsung Galaxy S9

Userlevel 7
Badge +5

Hi @HBKCommish 

 

would you be willing to try a fresh install (this will lose all your downloaded tracks but I’m guessing if you keep losing them you’ve nothing to lose?).

 

If you’re willing to try, would you do the instructions below:-

 

Please do the following in the exact order:-
make sure you're connected to a wifi network
log out of Deezer
uninstall Deezer
clean your phone's cache
remove the SD card (if you have one)
turn off your phone
turn on your phone
reinstall Deezer
Log in to Deezer
open Deezer and download at least one album or playlist
reinsert the SD card (if you have one)

 

Let us know how you get on! :) 

@Kevin Deezer I did everything you said EXCEPT clearing my phone cache. I'm not sure if you're aware of this but clearing my phone cache requires a factory reset. Its completely unreasonable and unacceptable to expect someone to do a factory reset on their phone to fix issues with a service. Anyways, I'm still having issues. I appreciate you trying to help, but I'll be switching services. Thanks.

Userlevel 7
Badge +5

Sorry to hear that @HBKCommish - I've had a look at your account and carried out some maintenance to see if it helps. I need to you to try and change your password following the password reset email I sent. You don't need to perform a factory reset to your phone, I can assure you.

In the meantime, if the problem continues, please give us the device model, OS and app version you've got as this can help the devs fix the issue :v_tone2:

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