MS2004 error

Hello there @Sash, 

please follow the steps below and let me know how it goes. 

1. Quit and relaunch the app
2. Try another mobile (4G or Wifi)
3. Empty Smart Cache
4. Restart the phone
5. Clear the app data
6. Delete the app and reinstall it

I’ve done all of the above and still constantly get this error warning I might get a hand full of songs I can play/save maybe 4/10 I click on I can actually play, it’s not the first time I’ve had it either it works for short time then comes back to doing this 

I’ve also done all of the steps and the issue is still there!! What is this error code? And why is it coming up more frequently?

Hello all, 

Could you please tell the iOS version and app versions on your mobiles please? 

Sure - iOS 16.5 (worth noting that it has been an issue to the past versions too, dating back many months) and app version 9.39.0 (9.39.0.2)

I would like to add I reported exactly the same problem months ago online and just keep getting asked the same questions as above over and over again, the log was closed once (not at my request) and after finally providing the video evidence requested… I’m still being asked the same questions. 
They clearly have no idea what this problem is or any desire to fix it. It’s just delaying tactics in the hope you’ll give up, sorry to say. 
Frustrated doesn’t even come close! 
 

I’ve now been told it’s due to poor internet connection, which is rubbish. Clearly my internet is allergic only to Deezer. 
 

Anyway, good luck getting it sorted, but I’d not hold out any hope anytime soon. 😕

Oh really?! Bit of a shame that in many months we seem to be no closer to a resolution. To be honest these are just blanket responses [that we are receiving] aren’t they?! The fact is that these errors don’t exist at an individual user level - there is either some kind of software incompatibility (that they can only fix, not us!) or some bug within their app. It’s gone quiet and I’m not getting anything back now. Will assume no known fix so ignore.

It’s happening so much now that I’m honestly considering cancelling and subscribing to one of the many alternatives. What’s the point in paying for this service if we can’t access half of the tracks?!

Happening more and more, honestly - just tried to listen to Imagine Dragons. Tried a dozen songs, only 2 could be played. TWO. Awful.

Hi @Sash,
 

I'm sorry to hear that you still have this problem.
 

To better understand your situation, could you let me know if your IOS is up to date and what is the playback context (Track mixes? search ? playlist? - use the header in the player).
 

Thanks

Getting absolutely fed up with seeing this message pop up almost constantly when I’m searching for songs. This isn’t the first time I’ve reported this & I’ve followed the steps that have been posted to resolve it and it doesn’t work. I’m paying monthly for Deezer & this just isn’t good enough! And I can see from other messages, that I’m not the only person having this problem. Sort it out Deezer otherwise I can see you losing a lot of customers!!

Suddenly started getting MS2004 every third song!! This isn’t fixed yet is it ? iPhone updated IOS recently, smart cache is clear - not helped

Yes, still happens. 
iOS is up-to-date, happens on so many songs - have provided some links as examples (so frequent that I have pulled 3 examples in just a few minutes of searching random songs / artists).

https://deezer.page.link/J6VoRWEenA9JPkEX6

https://deezer.page.link/dCQBBpWgVpksRmX68

https://deezer.page.link/cKTXs6zMDpGF6iYb7

I’ve also noticed a lot that the selected title - which then shows MS error’ is not the one which plays after you clear smart cache

No, I have not been abroad for almost a year now. When I went abroad I would only have listened to tracks that were downloaded.

Since returning from my holiday almost a year ago, I have updated iOS multiple times, rebooted phone multiple times, cleared cache twice, deleted and reinstalled the app. The issue arises often and without a clear pattern or sequence that may cause this to happen - I search for a song or artist. In the list that I get, I click tack or album and select a track. Sometimes it plays and sometimes I get the error. Rather than me recording me getting it, might I suggest that a developer downloads it to their personal phone, search songs, build playlists…. They will almost certainly be able to replicate the issue in not time.

given to spontaneous yet persistent nature of the issue I suspect that it may be a bug in your code as opposed to a localised issue on my device. 

I’ll repeat what I’ve told Deezer Customer Support numerous times in relation to the Error MS2004 (ref number: 6846426). 
I have done all the advised above many times, including sending a video. 
This has been ongoing over 6 months. I’ve been told the developers are ‘looking into it’ numerous times with no success. 
Maybe it’s not affecting enough customers to cause a storm, or enough haven’t left due to the lack of service. I don’t know, I just wish it would be taken seriously when it’s reported and sorted out.

I won’t be renewing my subscription when it ends as it drives me nuts. 

Hi @Nosila @Sash the biggest challenge we are facing with this error message MS2004 is precisely the fact it a random error that we can’t see in the logs of the account.

What we have learned so far is that it often comes from action - Search, look for some content, start a track mix and you get the error.

Most of the times, we found a pattern that was user have been aboard recently and the rights of that track are different in the country user was and the actual country he is.

We have an open investigation ongoing and your case @Nosila (7030480) is linked to it. 

@Sash please reach our Customer support here, share of the details so your case can be added to the incident (please do provide a link of this conversation and mention the important fact that you didn’t travel recently aboard).  Fingers 🤞 cross that soon we can see some developments on this topic.

Thank you for the reply, that’s more information you’ve supplied than I’ve had over the six months customer support have been looking into this, although the reference number you have given is totally different to the one on the email correspondence I have. 
My point was, why is it taking so long? I don’t expect an answer here and I can’t see it being linked to being abroad as I’ve not used my Deezer account in another country. Anyway, I’ve already explained this many times. 

Thank you for the response.

I’ll continue waiting but won’t hold my breath. 

It’s starting to happen a lot now ! Even when you use the ‘what’s this song playing?’ search

Hi @Kul Nijjar sorry to hear that.

Have you reported your case to Customer Support? If not please the link above to reach them.

100% this. I was previously a subscriber with hardly any issues. Only left as I had a couple of years Apple Music free. Came back because I previously enjoyed the service and I genuinely don’t want to give Apple all my money and see them dominate every sector.  But this is just a complete head feck now.  I want to like Deezer but maybe spotify will have to be my friend if this doesn’t get sorted soon :( 

This is a really annoying bug.  The only way round it is to download the track to listen to it.  Experienced when searching for tracks or song titles on a regular basis - now comparing other subscription services for pricing as it’s not something I will put up with for long.

Hello @Nig109 @napoleon.solo as I mentioned before, we need to collect the maximum information possible, so please reach our Customer support here and give full details as much as you can. Thanks

I’m getting the same error increasingly. It started a few months back. Very frustrating. 

Hi @MattDowsett, thanks for your message.
As previously mentioned, it is important for us to gather as much information as possible.
Therefore, kindly contact our Customer Support here and provide them with all details.
Thank you.