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Answered

All my musics are grayed out. I can't listen any music on my Iphone

  • 5 February 2024
  • 5 replies
  • 45 views
N
Rank

Hello, 

I’m from France and since 1,5 months, I living in Japan. Since I’m in Japan, I can’t listen any music on my Iphone. However, it works well on my computer (Macbook). The reason is that, on my phone, musics are all greyed out in my playlists and for music out of my playlists, it loads endlessly. I tried to log out and log in, remove the app and download it, change the country location but nothing worked… I’ve the last version of iOS and deezer. For my subscription, I’ve Deezer Family, and my brother has also an iPhone, but he doesn’t have any problem with it. 

If someone knows the reason….

Thanks a lot

Nathan

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Best answer by Nathan Piet 20 February 2024, 16:17

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5 replies

Jaime.
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Userlevel 7
Badge +7

Hello @Nathan Piet we have tested on our side an everything seems to be fine with your account. 
Could you please logout and login again and test one more time?
If the problem persists, could you also share some screenshots?
Thanks 

N
Rank

Hello @Jaime. 

I’m sorry, but I have re-downloaded the application and again now, nothing works on my phone. I hope you will be able to find the solution. Thanks.

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Jaime.
Rank
Userlevel 7
Badge +7

Thanks for the info, I’ll share the screenshots with our devs.
Is your account the master account on your Family subscription? Have you tried switching profiles and see if the same playlists/albums are greyed out too?
 

Jaime.
Rank
Userlevel 7
Badge +7

Hi @Nathan Piet after different investigations, the problem doesn't seem to come from us, it is probably related to your device/settings
I recommend to test on another mobile device and see if that works.
Also, it could be related to Calendar not set to Gregorian in your iPhone. We had complaints in the past where track weren’t available to play when calendar was in other formats.
Please let me now how it goes.
Thanks 

N
Rank

Hi, 

Thank you, you have found the solution. My calendar was in Japanese and not in Gregorian. Now everything works. 
thank you.

Hi @Nathan Piet after different investigations, the problem doesn't seem to come from us, it is probably related to your device/settings
I recommend to test on another mobile device and see if that works.
Also, it could be related to Calendar not set to Gregorian in your iPhone. We had complaints in the past where track weren’t available to play when calendar was in other formats.
Please let me now how it goes.
Thanks 

 

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