Question

Ios Connection issue - "You're not online"


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On my iPhone 6s, about half the time when I do a search I get the error message "You're not online. We are unable to display all the results". Unfortunately it displays NO results, and I am online, either with WIFI or via the LTE network. I have cycled power, turned WIFI on and off and nothing works. Deezer is up to date, as is the operating system. I need a fix.

38 replies

I have been having the same problem with my phone I 6
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Hey, please reinstall the app, this might fix the problem 😉
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If/when I reinstall the app, will I lose any "data", i.e. downloads, favorites, playlists, etc?
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If/when I reinstall the app, will I lose any "data", i.e. downloads, favorites, playlists, etc?

You will only have to download the albums and playlists again, but you favorites and everything else will be there as long as you log in the same account.
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“Only have to download the albums . . .” etc. sounds so simple - except that over the several years I have had this account I now have about 50 albums downloaded. And once they are gone, I will never remember them all. And the time to search them out (if I could remember them) and actually download is not trivial. And, in 6 months am I going to have to do the same thing when the same bug crops up? What efforts are being made to identify and rectify the root problem? I am paying $120/year for software that is supposed to, you know, “work”. Frankly, I don’t like this “solution”. Fix the real problem, please. I don’t like work-arounds that end up costing me.
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“Only have to download the albums . . .” etc. sounds so simple - except that over the several years I have had this account I now have about 50 albums downloaded. And once they are gone, I will never remember them all. And the time to search them out (if I could remember them) and actually download is not trivial. And, in 6 months am I going to have to do the same thing when the same bug crops up? What efforts are being made to identify and rectify the root problem? I am paying $120/year for software that is supposed to, you know, “work”. Frankly, I don’t like this “solution”. Fix the real problem, please. I don’t like work-arounds that end up costing me.

Hi there, I understand the frustration. Quick question: Does this only happen on Wifi or on mobile network too? Also does this message appear randomly or when launching the app? Or does this happen after the phone went into lockscreen?
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Both wifi and the LTE (mobile) networks.I get the error message when I do a search and the search times out. I just tried a search; I am on my home wifi network and the search failed with the above error message. I am not in offline mode.When I select the icon for “me”, the following choices are greyed out - Favorite Tracks, Artists, Mixes, and Apps.
Userlevel 7
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That's strange. And restarting the app does not help? That usually helps for me, if Deezer disconnects from network. And do you constantly get the message or randomly or after it went into lock screen?
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Restarting does not help. What do you mean “Deezer disconnects from network”? My phone is connected to the network; are you implying that Deezer can go offline at random times? I also do not understand your reference to “it went into lock screen”.

As I have previously written several times, this occurs when I do a search.
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Restarting does not help. What do you mean “Deezer disconnects from network”? My phone is connected to the network; are you implying that Deezer can go offline at random times? I also do not understand your reference to “it went into lock screen”.

As I have previously written several times, this occurs when I do a search.

Hi there, no, Deezer should not get into offline mode at random times, but it is possible that the phone cuts the network for apps when they run in the background for a certain time or when it's locked.
If that happens, it is possible that after you unlocked the phone and try to search on Deezer, the app does not automatically reconnect. That's why I asked those questions. I'm not saying that it's an issue with your network or that it's not on our side, but I need to have all the details to be able to pass it on to the tech team.
Hello, most of the times, when I want to listen to a book that I started to hear on deezer, I get the message that my iPad is not connected with internet, which just is not true. It does not help, if I click on the bottom, try again to connect. Can you please solve this problem, it is very frustrating!

best regards, Maja
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@mirka I moved your comment to this existing topic as it seems to be the same issue. Can you let me know if that happens when you launch the app or after Deezer ran in the background/ the ipad was in lock screen?

Do you also notice that this issue occurs when you search for something? Or does this only happen when you try to play something?

Any specific error message?
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This is getting frustrating. Now, for some reason my initial query has been relocated to another thread - so I have to waste time locating the conversation in addition to the time trying to get the initial problem rectified.

OK, there is another symptom. While walking today, and on the LTE (mobile) network I tried to enable “FLOW”. No go - once again Deezer declares I am not connected to the internet. When I returned home, and safely on my home network, same response. See attached photo.

Userlevel 7
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This is getting frustrating. Now, for some reason my initial query has been relocated to another thread - so I have to waste time locating the conversation in addition to the time trying to get the initial problem rectified.

OK, there is another symptom. While walking today, and on the LTE (mobile) network I tried to enable “FLOW”. No go - once again Deezer declares I am not connected to the internet. When I returned home, and safely on my home network, same response. See attached photo.




Hi, I'm sorry about that, I understand how it's frustrating... Have you reinstalled the app?
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And it is also frustrating when someone jumps in and doesn’t bother to read the conversation. I have already stated why I am reluctant to reinstall without assurance that the root problem has been resolved. Deezer needs to identify and resolve why the software cannot correctly detect the online status of a user. Seems to me that this is a major bug for the service you are selling. Let me reiterate - I am paying $120/year for a service that only works sporadically. This does not make me happy. I am not interested in a temporary bandaid fix that I pay for with my time.
Userlevel 7
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And it is also frustrating when someone jumps in and doesn’t bother to read the conversation. I have already stated why I am reluctant to reinstall without assurance that the root problem has been resolved. Deezer needs to identify and resolve why the software cannot correctly detect the online status of a user. Seems to me that this is a major bug for the service you are selling. Let me reiterate - I am paying $120/year for a service that only works sporadically. This does not make me happy. I am not interested in a temporary bandaid fix that I pay for with my time.

Hey, it's me jumping in again 🙂 Have you done the last iOS (11.3) and Deezer (6.35) updates? I have done mine today. This will fix this kind of error messages...
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Yes, both the operating system and Deezer are at the current rev levels. Initially Deezer was exhibiting the same symptoms, but after cycling power on the phone it appears to be working properly. Thank you.
By reinstalling the app, there were a couple of days, when I could listen to the audio book but also other times, when I could not and the same problem appeared as before. I cannot make out why it works sometimes and does not other times. The IPad is always online, this cannot be the problem... It does show the cover of the audiobook but at times the option to click on the chapters to listen is inactivated or no chapters show (no text]. Any idea?
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I have to force close the app regularly so it knows I’m online. I don’t get the oops error message but all streaming options are greyed out until I restart.
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@mirka @Dgreensuperhoops Which Deezer and which iOS version are you on?
Also does this happen randomly or only after Deezer ran in the background for a while?
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@mirka @Dgreensuperhoops Which Deezer and which iOS version are you on?
Also does this happen randomly or only after Deezer ran in the background for a while?

Hi. Deezer Premium, iOS 11.3. It happens on both my iPad Pro and iPhone 8 Plus. It happens when starting up Deezer, generally I guess it’s been in the background for several hours/overnight. It is random and doesn’t happen every time. It’s not a major problem just slightly annoying! I still love Deezer though, (except the Alexa incarnation) so superior to the competition.
Userlevel 7
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@mirka @Dgreensuperhoops Which Deezer and which iOS version are you on?
Also does this happen randomly or only after Deezer ran in the background for a while?

Hi. Deezer Premium, iOS 11.3. It happens on both my iPad Pro and iPhone 8 Plus. It happens when starting up Deezer, generally I guess it’s been in the background for several hours/overnight. It is random and doesn’t happen every time. It’s not a major problem just slightly annoying! I still love Deezer though, (except the Alexa incarnation) so superior to the competition.


Thanks a lot for the detail! 🙂 I will pass this on to the tech team so that they can look into this. I hope that this will change with a next update! 🙂 Will keep you posted about any updates.
Hi, it is the free Deezer version and iOS 11.3. It does happen, when I start up Deezer. It appears very random to me, and does not happen every time. Therefore it is even more annoying, you never can count on being able to listen to what you want, when you want. This is what I expect and even in upgrading to Deezer Premium and paying not a small amount of money does solve the problem as I have been reading in other reports! ????
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Well, this problem is not entirely resolved yet. Every day or so now, when I try a search, I still get the message that I am not online. Cycling power on my phone seems to reset Deezer and it will recognize that I am online.
For a long time I'm experiencing the same issue over and over again: if I open application on my iPhone from background mode and try to use search, it doesn't work until l close the app and open it again. Are there any chances that this would be fixed any time soon?

Thank you in advance
Anton Syrovatka

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