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F.A.Q.

Error: requested content is not loading/fail to load content

Error: requested content is not loading/fail to load content
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393 replies

J
Rank

Hi Conor, we'll need some more details.

Does your Deezer account play your selected music in a computer browser, away from the phone? I assume yes, but worth checking. Does your account work on another phone with Deezer installed? You may have a spare phone you could try this on. 

I can see you appear to be logged into your Deezer phone app, did you have any issues logging in? Try logging out of Deezer, rebooting your phone, and logging back in again to ensure your account is up-to-date and your phone isn't doing something weird because its not been rebooted in a year :-) 

Does your phone play your selected Deezer music when connected to WiFi? If not then this confirms the issue is not with your mobile data provider. If you're using a VPN application, try disconnecting VPN and see if it makes a difference

Assuming the phone app still doesn't play, check your WiFi performance: Search for an online speed test, either in your browser, or via an app from your favourite app store and confirm it's at least 256Kbps. This is a basic test but often overlooked. 

If you're still not getting any music on your phone app, this is what we've checked so far: your WiFi is good, your Deezer account is good, the music you've selected is available - so the fault is likely in  your device. We've already tried a reboot, so there might be an application issue. 

Try logging out of the Deezer app and clearing the application's cache, log back in and test. If that doesn't work then log out and clear all the application's data, log back in and test again. If still not joy, try those steps again but with a reboot between clearing the cache / data and logging back in - some data hangs around in memory but this should be cleared by a reboot.

If still no joys, try uninstalling the Deezer app, reboot the phone again, then reinstall Deezer, log back in, and test once more. If still no joy, check that your running the latest operating system version available for your phone (check for updates). If this still fails to fix your issues, you may consider factory-resetting your phone.Thid tends to finally fix a lot of things but it's really intrusive and relies on you having all your account and app details to hand to restore your device - last resort only! 

I hope this helps, please post back your findings. 

James

 

 

C
Rank

Hello,

I tried all the steps outlined above and still come back to the same issue. 

Is there something I'm missing here? 

J
Rank

I appreciate I'm adding to a long thread but I wanted to share my experience on a connection issue and it's resolution. 

I had a non-intermittent issue with content not loading, but only when on mobile connection - the app worked fine on WiFi. Another clue was that I found the app worked on mobile signal ONLY when I was also connected to a VPN service.

I had recently updated my contract with Three UK, and they'd placed a parental block on my account by mistake. Once this was removed the app worked normally over mobile connection without VPN.

Jaime.
Rank
Userlevel 7
Badge +7

I am sorry to hear that @Micka-Aile, I know it is annoying when it happens that often.
Have you tried the steps mentioned above and see if that helps?
Thanks and apologies for the inconvenience

M
Rank

Hello,

Here is an error message that appear roughly every two songs for weeks, maybe months. The cache memory is full, but pressing "retry" solves the error each time, without cleaning the cache memory. Pressing the previous-song button on speakers too.

The question is : the issue did not occur in the previous versions. What's happening now ? Why Deezer fails to load a song so frequently, stops working and cannot retry by itself ?

PS : I use Android Version.

Regards,

Mickaël

Yula
Rank
Userlevel 7
Badge +10

Hey @Anna Stativka is your Android version and app version updated? Do you have an Sd card on your phone? Are you connected on 4g or wifi? 

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A
Rank

:cyclone: Endless loading? If your phone app isn't loading the tracks or it's stuck with the message "Error: requested content is not loading", don't worry :smirk: . Try the steps mentioned below.

After each step, try playing the music again. If it’s still not working, go to the next step.

 

Steps for Android

  1. Restart the app (kill the app and remove it from the notification bar)
  2. Try another network (4G or Wifi)
  3. Restart your phone
  4. Delete all the cache & data from the app (Data and storage, and then “Clear all”), then restart the app
  5. Un-install the app and re-install the app

Steps for iOS

  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 have done all this several times. Doesn't help. No tracks load nearly for 3 weeks. Everything was okay before, the same phone, the same wi-fi network. What I am paying for? Help me to solve this issue please.

Yula
Rank
Userlevel 7
Badge +10

What is the purpose of this community? getting help from Deezer support? After MONTHS nobody took care of the bug I have reported.

S.

Hey, apologies but we can not reproduce the issue, can you send the API you send here to Support, cause there they will have also more access to your account? We work hand in hand with support and there are issues that is better to try and solve with them! 

Thanks Yula, how can I contact support?

S.

Sorry! You can contact support here: https://support.deezer.com/hc/fr/requests/new

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L
Rank

What is the purpose of this community? getting help from Deezer support? After MONTHS nobody took care of the bug I have reported.

S.

Hey, apologies but we can not reproduce the issue, can you send the API you send here to Support, cause there they will have also more access to your account? We work hand in hand with support and there are issues that is better to try and solve with them! 

Thanks Yula, how can I contact support?

S.

After a couple of MONTHS that my problem with Deezer on iPhone is still there and NOBODY from Deezer helped or replied, I have decided to unsubscribe and moved to SPOTIFY.

Now my family can listen, all together, our preferred music when traveling by car and with SPOTIFY.

So if you want to solve your problems with DEEZER do not rely on their support, just subscribe a different service.

 

S.

L
Rank

What is the purpose of this community? getting help from Deezer support? After MONTHS nobody took care of the bug I have reported.

S.

Hey, apologies but we can not reproduce the issue, can you send the API you send here to Support, cause there they will have also more access to your account? We work hand in hand with support and there are issues that is better to try and solve with them! 

Thanks Yula, how can I contact support?

S.

Yula
Rank
Userlevel 7
Badge +10

What is the purpose of this community? getting help from Deezer support? After MONTHS nobody took care of the bug I have reported.

S.

Hey, apologies but we can not reproduce the issue, can you send the API you send here to Support, cause there they will have also more access to your account? We work hand in hand with support and there are issues that is better to try and solve with them! 

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L
Rank

What is the purpose of this community? getting help from Deezer support? After MONTHS nobody took care of the bug I have reported.

S.

U
Rank

Since yesterday is very difficult to scroll the playlist because when I scroll often the list goes back to the header part.
Also when I remove a song or when I touch the heart button the list goes back to the header part.
It happens with long and with short playlist, with online and with downloaded playlist.
I use a Samsung A71 and I have the same problem with a Huawei Mate 10.

I try to solve this by increasing the smart cache memory but it does not solve the problem.

Hey please follow the troubleshooting steps above, do let me know how it goes :blush:

I tried this group of steps before my post, did not goes

Yula
Rank
Userlevel 7
Badge +10

Since yesterday is very difficult to scroll the playlist because when I scroll often the list goes back to the header part.
Also when I remove a song or when I touch the heart button the list goes back to the header part.
It happens with long and with short playlist, with online and with downloaded playlist.
I use a Samsung A71 and I have the same problem with a Huawei Mate 10.

I try to solve this by increasing the smart cache memory but it does not solve the problem.

Hey please follow the troubleshooting steps above, do let me know how it goes :blush:

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Yula
Rank
Userlevel 7
Badge +10

Hi

It has been 4 days or more that I can't search for songs or save a new song to a Playlist. 

It says unable to save or unable to search. Errors show up. 

 

Hey I moved your question here, could you follow the tips above :point_up_tone4: If the problem continues, could you please give me more info about your device? 

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A
Rank

Hi

It has been 4 days or more that I can't search for songs or save a new song to a Playlist. 

It says unable to save or unable to search. Errors show up. 

 

U
Rank

Since yesterday is very difficult to scroll the playlist because when I scroll often the list goes back to the header part.
Also when I remove a song or when I touch the heart button the list goes back to the header part.
It happens with long and with short playlist, with online and with downloaded playlist.
I use a Samsung A71 and I have the same problem with a Huawei Mate 10.

I try to solve this by increasing the smart cache memory but it does not solve the problem.

L
Rank

Instead of clear cache, reinstall everything, logout/login etc. i.e. your standard basic procedure, do you have more advanced debug and log collection functionality in your sw?

Nobody took care of my case (FAMILY MIX) and it is really really frustrating.

S.

Omg sorry @loscalino and sorry about your bad experience on chat. We do not have extra troubleshooting steps on iOS sorry. What is the iOS version of your iPhone? It should be at least 14. 

Hi, iOS 15.1 (latest) and Deezer 8.51.0.5.

S.

Hey, we tested it on an iPhone and we could not reproduce the issue, our devs are looking into your particular case, I will keep you posted. 

I know guys you are working hard on this issue, I hope this will help you to solve the bug.

This is the API call that deezer executes on the iPhone when I get the error, I have replaced sensitive information with “*****”. Please contact me if you need the complete trace.

POST
 https://api.deezer.com/1.0/gateway.php?version=8.51.0&api_key=*****&IAPCountryCode=ITA&output=3&buildId=ios12_universal&screenHeight=480&input=3&sid=*****&lang=it&network=*****&mobile_tracking=*****&screenWidth=320&method=radio_getChannel
 HTTP/2.0
accept
:	*/*
content-type
:	application/json; charset=utf-8
cookie
:	bm_sv=*****
cookie
:	sid=*****
cookie
:	ak_bmsc=*****
cookie
:	_abck=*****
cookie
:	dzr_uniq_id=dzr_uniq_id_*****
accept-language
:	it-it
accept-encoding
:	gzip, deflate, br
user-agent
:	Deezer/8.51.0.5 (iOS; 15.1.1; Mobile; it; iPhone13_4)
content-length
:	49
cache-control
:	no-cache

{
    "context": "dynamic_page_radio",
    "context_id": "1"
}


*****
Response:

HTTP/2.0
 200

server
:	Apache
access-control-allow-headers
:	X-Requested-With, Content-Type, Authorization, Origin, Accept, Accept-Encoding
access-control-allow-methods
:	POST, GET, OPTIONS, DELETE, PUT
access-control-allow-credentials
:	true
access-control-expose-headers
:	Location
access-control-max-age
:	86400
expires
:	Thu, 19 Nov 1981 08:52:00 GMT
cache-control
:	no-store, no-cache, must-revalidate
pragma
:	no-cache
p3p
:	policyref="/w3c/p3p.xml" CP="IDC DSP COR CURa ADMa OUR IND PHY ONL COM STA"
x-deezer-client-ip
:	188.217.25.235
content-encoding
:	gzip
x-host
:	blm-web-134
x-content-type-options
:	nosniff
content-length
:	126
content-type
:	application/json; charset=utf-8
date
:	Sat, 20 Nov 2021 14:54:52 GMT
vary
:	Accept-Encoding
set-cookie
:	sid=*****; path=/; domain=.deezer.com; secure; HttpOnly; SameSite=None
x-org
:	FR
set-cookie
:	bm_sv=*****; Domain=.deezer.com; Path=/; Max-Age=6782; HttpOnly

{
    "error": [],
    "results": {
        "clearRemainingTracks": true,
        "count": 0,
        "data": [],
        "filtered_count": 0,
        "list_payload": null,
        "total": 0,
        "version": "new"
    }
}

 

 

Макс Синєгуб
Rank
Userlevel 1
Badge

do you mean that when you open the app the music starts without pressing play?

Yes.

What is the model of your mobile?

LG Q6a

Can you try and follow the troubleshooting steps on the guide above? 

No. because i didn't do anything.

Yula
Rank
Userlevel 7
Badge +10

Deezer automatically starts on the smartphone. Why? Thx.

Hey there, do you mean that when you open the app the music starts without pressing play? What is the model of your mobile? Can you try and follow the troubleshooting steps on the guide above? 

(She/her) add your pronouns to your signature!
Yula
Rank
Userlevel 7
Badge +10

Instead of clear cache, reinstall everything, logout/login etc. i.e. your standard basic procedure, do you have more advanced debug and log collection functionality in your sw?

Nobody took care of my case (FAMILY MIX) and it is really really frustrating.

S.

Omg sorry @loscalino and sorry about your bad experience on chat. We do not have extra troubleshooting steps on iOS sorry. What is the iOS version of your iPhone? It should be at least 14. 

Hi, iOS 15.1 (latest) and Deezer 8.51.0.5.

S.

Hey, we tested it on an iPhone and we could not reproduce the issue, our devs are looking into your particular case, I will keep you posted. 

(She/her) add your pronouns to your signature!
Макс Синєгуб
Rank
Userlevel 1
Badge

Deezer automatically starts on the smartphone. Why? Thx.

L
Rank

Instead of clear cache, reinstall everything, logout/login etc. i.e. your standard basic procedure, do you have more advanced debug and log collection functionality in your sw?

Nobody took care of my case (FAMILY MIX) and it is really really frustrating.

S.

Omg sorry @loscalino and sorry about your bad experience on chat. We do not have extra troubleshooting steps on iOS sorry. What is the iOS version of your iPhone? It should be at least 14. 

Hi, iOS 15.1 (latest) and Deezer 8.51.0.5.

S.

Yula
Rank
Userlevel 7
Badge +10

Instead of clear cache, reinstall everything, logout/login etc. i.e. your standard basic procedure, do you have more advanced debug and log collection functionality in your sw?

Nobody took care of my case (FAMILY MIX) and it is really really frustrating.

S.

Omg sorry @loscalino and sorry about your bad experience on chat. We do not have extra troubleshooting steps on iOS sorry. What is the iOS version of your iPhone? It should be at least 14. 

(She/her) add your pronouns to your signature!
Fahmi B Mukbil
Rank
Userlevel 2
Badge +1

Instead of clear cache, reinstall everything, logout/login etc. i.e. your standard basic procedure, do you have more advanced debug and log collection functionality in your sw?

Nobody took care of my case (FAMILY MIX) and it is really really frustrating.

S.

Yes I believe my device does have this functionality (OnePlus 8 Pro); but I’m not knowledgeable around it

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