Answered

Sound distorted and scrambled

  • 16 September 2019
  • 29 replies
  • 1020 views

Userlevel 1
Dear Deezer community,

Since recently I have problems with playback of tracks. Sound is distorted, scrambled and interrupted. This started to happen when I'm using mobile network. Distorted songs are also part of Smart cache so I have problem with sound when replaying. This problem is bothering me for a long time but recently it is happening to almost every song. (this is having nothing with speaker, bluetooth or connections)

Please help

Thank you

Best regards,
Tom
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Best answer by Hilbren 15 October 2019, 10:09

I've got the same problem here, I think it started after going on vacation, I downloaded my complete favorite list. I set Deezer in the offline mode while on vacation. Now turned Deezer back online and turned off the favorite list being available offline. I think a couple of songs still are in the cash somehow. Is there a way to reset this? (Other the reinstall)

 

Problem is solved, I used the settings in Deezer, app settings and deleted all offline files. All songs that where distorted are now all ok.

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29 replies

Userlevel 7
Badge +5
Hey Tom @tvidec

Thanks for reaching us. I've had a look at your account and carried out some maintenance, including sending you a password reset email. Could you please change your password and reinstall the app to see if the issue goes? And let me know 😉
Userlevel 1
Hi Rudi,

thank you for reply. I will do as you suggested. Fingers crossed.

Best regards,
Tom
Userlevel 2

I've got the same problem here, I think it started after going on vacation, I downloaded my complete favorite list. I set Deezer in the offline mode while on vacation. Now turned Deezer back online and turned off the favorite list being available offline. I think a couple of songs still are in the cash somehow. Is there a way to reset this? (Other the reinstall)

 

Problem is solved, I used the settings in Deezer, app settings and deleted all offline files. All songs that where distorted are now all ok.

I have the same problem. 

Music sound distorded in the app on IOS. I have already try to erase and re install the app. Erase the cache and the music downloaded. The problem persists. 
I’ve already try to stream the music in the HQ to see if this resolve the problem, but didn’t. 

The app in windows does not have this problem. 

Userlevel 7
Badge +5

Hi there @elalegomez 

That's odd, especially because it's on iOS. But I've done some maintenance on your account to see if it helps. I've sent you a password reset email as well. Please change your password and reinstall the app to the latest version and let me know :thumbsup_tone2:

Hi Rudy, 

 

Thanks for the support. I have just done what you propose. 

The sound is still not in the best quality. I’m trying the same songs on the APP on my iphone, and on the APP on windows and there’s a huge difference in the quality. Both of the apps have the option of stream and download the best quality available. 

The app on the iphone is in the latest version, and the iphone is updated to the latest version to. 

Userlevel 7
Badge +5

Hey @elalegomez 

That's a shame. You shouldn't see any difference - perhaps you could give us some examples so that I can test them in our offices 👍🏼

Hi I am getting certain scrambled/sped up songs on both mobile and wifi. I hadn't changed any settings. It seems to be happening to songs on my offline playlists and songs off the server but could be wrong there.

Userlevel 7
Badge +5

Hi there @rossdk14 

Sorry that's happened. 

Could you try the following steps, exactly in this order, to see if it helps with your issue?

  • make sure you're connected to a wifi network
  • uninstall Deezer
  • clean your phone's cache
  • remove the SD card
  • turn off your phone
  • reinstall Deezer
  • open Deezer and download at least one album or playlist
  • reinsert the SD card

Hi,

I have exactly the same issue.
Using Deezer HD with a new phone and new headphones and it seems that I can’t enjoy HD quality on my phone when it’s connected to a Bluetooth device. 
I tried it on my soundbar, speakers and the sound is still very distorted. I need to adjust the equalizer to every single song to not hear that scrambled.

Although, I do not have any issue with Deezer on Mac connected to my soundbar. Is it because of the format of the songs that cannot support the equalizer to the max?

 

Please do advise.
Paul

Userlevel 7
Badge +5

Hi,

I have exactly the same issue.
Using Deezer HD with a new phone and new headphones and it seems that I can’t enjoy HD quality on my phone when it’s connected to a Bluetooth device. 
I tried it on my soundbar, speakers and the sound is still very distorted. I need to adjust the equalizer to every single song to not hear that scrambled.

Although, I do not have any issue with Deezer on Mac connected to my soundbar. Is it because of the format of the songs that cannot support the equalizer to the max?

 

Please do advise.
Paul

 

Have you tried the troubleshooting procedures shown above?

Userlevel 1

Hi @Rudi and @Rafael. 

I have the same problem again. I followed up all the steps you suggested and every song that I play over 4G is scrambled. When I switch to WiFi it is working fine. 

Please help me to sort it out since this is making usage of your service almost impossible.

 

Thanks

Best regards,

Tom

Userlevel 7
Badge +5

Hi there Tom @tvidec 

Sorry that's still happening. What is your app version? Is this happening to random songs or the same tracks?

Userlevel 1

Hi @Rudi 

 

Sorry for slow response, notification on your response ended up marked as a spam.

Version:  8.4.1.0

This is happening almost on every song. If song ends up in cache then scrambled damage is cached and it will be the same when I play it. If I empty cache and try the same song while I’m on WiFi there is no any problems. Currently, I’m using your app only with downloaded content.

 

Please help me to resolve the issue.

 

Thanks 

 

Best regards,

Tom

Userlevel 7
Badge +5

Hi there Tom @tvidec 

Thanks for coming back to us. Have you tried redownloading the tracks by toggling the button off, restarting the app and toggling it on?

Im having the same issues with sped up or distorted songs, and recently had issues with playing songs offline, ive tried all that has been suggested in previous questions with no joy                                                                                 kind regards                                                                 Bill

Userlevel 1

Hi @Rudi,

 

I really tried everything. Reinstalling app, upgrades, different mobile… it is always the same. App is working fine when I’m on WiFi. When I’m on 4G traffic (I tested bandwidth, it is OK), it is always scrambled. Since recently, every song is affected. Before, distorted sounds appeared every couple of songs. 

@Bill Cullen If you listen to song and it is distorted it will be stored in cache on your device. When you play it in offline it will be distorted since it was written like that on your device. If you delete your cache and replay song while on WiFi it should be OK, at least this is working for me.

I’m trying to resolve this for a long time. I like your service but this is affecting my usage to the level where I avoid music when I’m out of my home. I believe this is quite opposite of your brands statement: Deezer lets you play the music you just have to hear, instantly.

Best regards,

Tom

 

Userlevel 7
Badge +5

Hey Tom @tvidec 

I'm really sorry to hear that. We need to get to the bottom of this for you.

I've had a look at your account and carried out some maintenance to see if it helps. I've sent you a password reset email so please change your credentials and pass it to the Family again. Could you also confirm that if you play, let's say, track 1 on 4G it's scrambled? But if you play the same track 1 on WiFi after a cache cleanup, the track plays normally? Thank you for your support and understanding.

Hi,

I’ve tried all things explained and nothing works.

the problem can’t be solved by users in their device but by the Deezer team. 
it is very annoying and started a few months ago. 
it is random songs playing badly I have the latest version of Deezer on an IPhone 6s.

please fix that. 
thank you

Userlevel 1

Hi @Rudi 

 

Thank you for fast response. I tried everything as you suggested (re-signed in) although I didn’t get any reset password emails. I tried some tracks while on 4G and they were scrambled/distorted. I emptied cache and tried it from my WiFi and they are working perfectly. So we have the same as before.

 

Best regards,

Tom

Userlevel 1

Hi @Rudi 

Do you have any Feedback from your dev team? Do you know what is causing this anoying distortion?

To be honest if this problem is not solved I don’t see a point in using your product any more.

Please try to fix it!

Thank you

 

 

Userlevel 7
Badge +5

Hi there @Xavou @tvidec 

Thank you for your patience and support! Once more, sorry that's happening. Could I invite you both to check our Beta app? For more info, please see here and ask to be involved in the program :thumbsup_tone2:

Is there a fix to this?

Its been happening to me for about a year across two devices.

It's a pain to keep on wiping the cache, uninstalling, reinstalling. 

For the record, I never had this on deezer when I signed up. I also have spotify and amazon music and they have never had this problem. It's something in the last 12 to 18 months. I'm on android 

Userlevel 7
Badge +3

Hello @Meister Jason, sorry about the inconvenience. Our teams are going to work on stabilising the Android app is the upcoming months. Meanwhile, make sure to apply every step described in that diagram.

 

Hi, 

as per my post, I am tired of uninstalling and clearing the cache.

Please don't point me to a diagram that tells me to uninstall and clear the cache. 

This is tiresome. 

I pay to hear music, not Daleks 

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