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Deezer HiFi skipping on Sonos

  • 15 October 2018
  • 37 replies
  • 999 views
R
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Deezer HiFi skipping on Sonos, some individual speakers intermittently dropping out then reconnecting. Sometimes I'll get the insufficient network speed message on the Sonos app. My internet connection is 100Mbps and very reliable. Deezer app on my phone works fine. All other sources streaming through Sonos such as a local server, Podcasts and radio stations all work fine with no skipping or speaker dropouts. I've reset Sonos system, router, deleted Deezer account and reinserted it as per previous Deezer advice.

Any ideas on how to fix this, or should I just cancel and subscrible to Apple music?
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Best answer by Rafael. 12 September 2019, 18:22

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37 replies

Anja
Userlevel 7
Badge +1
Hi there, just to be sure, have you already updated the Sonos app recently and if so, did you have the problems before and after the update?

And have you tried to lower the audio quality in the Sonos app? Did that change anything?
H
Rank
Userlevel 1
Same problem. 50Mbps internet connection. very reliable. All updates applied, reset modem multiple times. removed Deezer account and reapplied.

Waited 24 hours, songs still skipping 10-2- secs into song.
Absolutely terrible service given the cost.

Please address Deezer and Sonos.
Other services work flawlessly.
Rudi
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Userlevel 7
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Hi there @hayesduncan

Sorry that's happening. Before we move this forward, could you please reset your password? I've sent you a password reset email and refreshed your cache from our end, it may help. Let me know 👍🏼
H
Rank
Userlevel 1
Hi Rudi,
I had already changed my password and be problem persisted. That being said, it’s now behaving as normal.
i can only assume it’s the refresh of the cache on your end. Is this something I can ask for if it happens again in future?

Thank you for your help.
Rudi
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Hey @hayesduncan

Absolutely. That's why we're here.
Thank you for reporting it back to us. Glad everything is back to normal 👍🏼
H
Rank
Userlevel 1
Hey guys,
its happening again. Can you please reset my cache?
I have a Sonos set up at my offices where I also use my account daily.. not sure if this may be an issue.. you don’t have a service that allows me to use Hifi on multiple devices so I have to use one location at a time.. I do this daily!

its becoming very painful.. are you able to have my cache reset automatically each day to avoid this happening again?

Thanks
Rafael.
Userlevel 7
Badge +7
Hey guys,
its happening again. Can you please reset my cache?
I have a Sonos set up at my offices where I also use my account daily.. not sure if this may be an issue.. you don’t have a service that allows me to use Hifi on multiple devices so I have to use one location at a time.. I do this daily!

its becoming very painful.. are you able to have my cache reset automatically each day to avoid this happening again?

Thanks


Hi, you can clear the cache by going on settings > app > clear cache. Also, increase the cache to the limit, this may help as well.
H
Rank
Userlevel 1

Hey Deezer team,

can you please Reser my account?

Ive reset my cache in the app but on Sonos it keeps skipping songs again and has been doing it regularly over the last few days.

the problem doesn’t happen on Apple Music or Spotify.

 

please get this under control guys.. very annoying for the price I pay for Hifi subscription.

H
Rank
Userlevel 1

Cancel that guys.. my bad, seems to be working now with sonos in a different location... must have been my end.. 

Apologies..

 

Duncan

 

Rudi
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Userlevel 7
Badge +7

Thanks for sharing your experience @hayesduncan. Glad it's working now. Let us know if you have any problems!

B
Rank
Userlevel 1

New Deezer user here dealing with dropouts and uneven volume on Sonos system with 11 speakers. Solid internet connection running at 300/300. No problems with other services. Sonos support was no help. Perhaps Sonos is unable to handle hifi.

 

Bummed, but looks like I'll be cancelling Deezer.

 

Jeff

 

Rudi
Rank
Userlevel 7
Badge +7

Hey Jeff @bluenote78 

Sorry to hear that. Before we move things further, could you please do the following:

  • Log out from Deezer on all your current devices (mobile, desktop, browser, etc)
  • Request a new password here
  • Create a new password and keep it safe
  • Turn your Sonos off for a minute to allow it to re-cycle
  • Turn your Sonos back on, enter your new Deezer details and you should have full access

Let us know if it helps, please :v_tone2:

B
Rank
Userlevel 1

I’ve done what you recommended and will let you know how it works out, Rudi.

Thanks for your help!

Jeff

B
Rank
Userlevel 1

I’ve given it two weeks Rudi, but there’s still flakiness (i.e. random volume swings and dropouts) on my Sonos system.

I’m trying to sort out whether this is a grouping issue with a Sonos Beam. In your experience is that possible?

Thanks,

Jeff

B
Rank
Userlevel 1

It seems the Beam isn’t the problem after all. Everything continues to work fine on TuneIn, Sirius, and GooglePlay. My internet speed is 300/300 so I should be able to play FLAC files without issue. Any additional troubleshooting thoughts are appreciated.

Jeff

Rudi
Rank
Userlevel 7
Badge +7

Hey Jeff @bluenote78 

Thanks for waiting. I think according to your observations it could be something between us and Sonos, not related to the Beam.

Are you using your Beam through the Sonos app? Our devs are revamping the integration, but in the meantime, could you perhaps change the audio quality to High Quality, instead of HiFi, just to test? I'll be passing all info to our devs :thumbsup_tone2:

B
Rank
Userlevel 1

I use the Sonos app on both my Mac and an Android phone, Rudi. I’ve checked the settings and don’t see how to adjust the audio quality within the app on either device.

 

Thanks for your help.

L
Rank

I’m experiencing the same thing too. All sources I’m using on my Sonos (local files, TuneIn, Audible, etc.) are working well, but Deezer is skipping songs. I’m sure the problem doesn’t come from my Internet connexion or the wifi. I like Deezer but this is ruining my experience with it.

 

Please guys fix this!

B
Rank
Userlevel 1

Bummer, Lino. I really liked Deezer but unfortunately had to quit for now because of the Deezer/Sonos issue. Good luck! - Jeff

L
Rank

Bummer, Lino. I really liked Deezer but unfortunately had to quit for now because of the Deezer/Sonos issue. Good luck! - Jeff

What are you using now?

B
Rank
Userlevel 1

I’m not using a HiFi service alternative such as Tidal, but TuneIn, GooglePlay, and Sirius work well. Sonos Trueplay enhances sound quality.

Rudi
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Userlevel 7
Badge +7

Hey @bluenote78 @Lino Tremblay 

Sorry to hear about your experience. So that we can give you more info on this, do you know which system/app have you got? (S1 or S2)

Looking forward to hearing back from you :v_tone2:

L
Rank

Hey @bluenote78 @Lino Tremblay 

Sorry to hear about your experience. So that we can give you more info on this, do you know which system/app have you got? (S1 or S2)

Looking forward to hearing back from you :v_tone2:

Hello Rudi,

 

I have a Play:5 and two Play:3. I’m using S1, and all systems are skipping, even, when I’m using only one.

B
Rank
Userlevel 1

S2, Rudi 

Rudi
Rank
Userlevel 7
Badge +7

Thanks for coming back @Lino Tremblay S1 isn't supported by Sonos anymore, so there isn't much we can do - have a look here for more info :thumbsup_tone2:
Whole different story for you @bluenote78 have you reached out to Sonos about it by any chance? Because they use our API, an update on their side could affect how Deezer integrates. Keep us posted!

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