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iOS Issues - Symptoms and Answers


Userlevel 7
Badge +7
Having problems with your iOS device?

When it comes to technical difficulties the simplest answer is usually the correct one.
So, firstly, turn it off and on again.

If that didn’t work, we’ve tried to help by including ‘symptoms,’ so you can relate what you see on Deezer with the right issue and solution.

Reinstallation


Symptoms


  • ALL - This is the second thing to do with any issue

Possible Solution


Uninstall and reinstall the Deezer app
  1. Delete the Deezer app from your device (touch the app and hold, then touch the cross that appears in the right hand corner)
  2. Restart your device
  3. Reinstall the app
  4. You may have to restart your device again afterwards

Update your Deezer app and iOS version


Symptoms


  • Email address not accepted
  • Playback issues
  • Problems using Deezer features

Possible Solutions


The most likely reason for this is that your Deezer app is out of date. Make sure you have the most up-to-date version on your iOS device.
  • Update your Deezer app if necessary
  • Update your iOS device

Smart Cache


Symptoms


  • Playback “hiccups” (stops and starts)
  • Deezer app being “slow”
  • An error message saying “storage is full”
If you have interrupted playback that keeps stopping at random intervals, you most likely have a problem with your smart cache.

Possible Solution


The great thing about iOS is that you can delete your smart cache and keep your downloads.
  1. Go to My Music
  2. Tap the Settings button
  3. Tap App settings
  4. Scroll to Smart Cache
  5. Select Empty Smart Cache

Choosing a “Clean Install”


Symptoms


  • Downloads disappeared
  • Playback issues with sporadic connection

Possible Explanation and Solution


This issue is commonly associated with iOS devices following a major update to the operating system.
As part of the installation process of a new version of iOS, some users choose to perform a clean install, clearing your device's cache; unfortunately, this also causes all content downloaded through Deezer to be lost.

In order to download your tracks again, navigate the desired album/playlist or track and toggle the Download button so the colour turns green, indicating it's enabled.

Just so you know: You can download tracks on Wifi or mobile data. So, check the Deezer app settings if you are concerned about your data usage and wish to disable downloading with your data.

Other Symptoms and Solutions


Symptom


  • Deezer says you have no internet connection on WiFi

Possible Solutions


  • Log out and turn off the app (make sure it is off in the background too)
  • Turn off your WiF
  • Wait for about two minutes
  • Restart the phone
  • Enable WiFi
  • Open the app and log in

If none of these get you back on track, have a look to see if anyone else has created a thread with your problem.

202 replies

Userlevel 7
Badge +7

after the last update the app, after some playback time, it crashes and asks for the login and password again. already tried to reinstall the app and didn’t work, any tips?Hi Felipe, version 6.38 or which one are you using?

Hi Anja, version 6.38.0.6


Thanks for the details, Felipe 🙂 I just checked with the team and they're aware of it. We'll releas a hotfix version in the next couple of days. That one should fix the bug 🙂 Please let us know, should you still have issues after the update
Music cut alot like an old damaged tape !!
Like x8 speed .. this is the only problem i faced
I have an issue with iPhone X. The song I pick in any playlist, it's not the song that is reproduced. Has anyone this problem? Thanks!
Hi , when I'm listening to my music now , it keeps cutting off and telling me to login . Also I can no longer get the screen up on my mobile to be able to skip tracks .

Thanks
Brian
Hi all!

On the latest available version of Deezer from the App store. Iphone is fully patched.
Deezer keels logging me out. Now during play too.
Really annoying.
Any suggestions?
Yeah, I had to remove the app and reinstall after restart. This seems to have remedied this problem and another one with wacky personal mix which kept bashing me with Christmas songs! :)

Thank you!
Same message on my IPhone despite I just changed my password : error unknown session.
please help asap.
thanks
franck
Userlevel 7
Badge +4
Same message on my IPhone despite I just changed my password : error unknown session.
please help asap.
thanks
franck


Can you try the troubleshooting steps above?
slow app.
Userlevel 7
Badge +4
Try the troubleshooting above, Yahmal 🙂
I have 2 pending transactions for one month of deezer waiting to got out of my bank for one subscription will deezer cancel one transaction otherwise i will be paying double
When I press it it just won't load even though other songs on the album work fine
Userlevel 7
Badge +6
Hi @Charleyfarley , please reinstall the app and this will be fixed 😉
Userlevel 7
Badge +4
I have 2 pending transactions for one month of deezer waiting to got out of my bank for one subscription will deezer cancel one transaction otherwise i will be paying double

Your subscription is paid via itunes. Are both these transactions via itunes? If yes, you need to speak directly with itunes, here's the link for that:
https://support.apple.com/itunes

If one is via itunes and the other directly to us, please contact our support on this link:
http://support.deezer.com/hc/en-gb/requests/new
Every time when I want to change song playing I unlock the screen and app freezes for 10-15 seconds. I have enough memory space on my iPhone 6s, so I can’t find solution to this problem
Userlevel 7
Badge +6
Hi @doomdodik, please reinstall the app and then go to Deezer > Setting > increase the smart cache. This will do the job 🙂
I contacted the Deezer support team earlier about not being able to access songs that I have previously played I was told to clear my cookies and cache then logout and log back in I did that now Deezer is not showing up as an option to download my music How do I get Deezer and my Loved Tracks back on Virtual DJ
Premium+ will not allow me to play downloaded music on any of my 3 devices. Why?
Userlevel 7
Badge +4
I contacted the Deezer support team earlier about not being able to access songs that I have previously played I was told to clear my cookies and cache then logout and log back in I did that now Deezer is not showing up as an option to download my music How do I get Deezer and my Loved Tracks back on Virtual DJ

You mean your subscription is no longer active and you can't download songs anymore? That's probably because you are connecting to a different account. Can you check that's not it?
Userlevel 7
Badge +4
Premium+ will not allow me to play downloaded music on any of my 3 devices. Why?

there is an ongoing issue with some ios users but you should be able to download normally. Can you take a look above at the ios troubleshooting steps? ☝️
Hi;

We have a family account - primarily used on out mobile accounts.

Master account holder - set up on Android device.

3 other family members all with there own profiles all on apple phones.

Android master account - no problems.

Apple other profile accounts - always being asked to log back in with master accounts details - at least once a week - sometimes more.

All very annoying for them and for me as I am master account holder and it is my fault!!

What do you think the problem is - and is there a fix?

Thanks Simon
Userlevel 7
Badge +4
Hi;

We have a family account - primarily used on out mobile accounts.

Master account holder - set up on Android device.

3 other family members all with there own profiles all on apple phones.

Android master account - no problems.

Apple other profile accounts - always being asked to log back in with master accounts details - at least once a week - sometimes more.

All very annoying for them and for me as I am master account holder and it is my fault!!

What do you think the problem is - and is there a fix?

Thanks Simon


Hey Simon. can you check and make sure they are all on ios 11.3?
The Deezer app keeps logging out suddenly every couple of days. Any one knows what is this all about?
When I search for a song or band it tells me I’m offline when I know I’m connected to the internet in my house. Fibreoptic service 20mb/s
Hi is just that the App has been slow or freezing from time to time now and I have the premium account and honestly I’m tired of it..... can you fix it or help me? Thanks.

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