Answered

[FIXED] Music stops after playing one song on browser


Userlevel 2
To whom it may concern

I use Deezer's excellent streaming on my Mozilla browser. Unfortunately, the last week I have experienced that the music stops after playing one song from my playlist and only comes back when I refresh the page or close the browser and I re-enter the account.

Can you help me solve the issue?


All the best,

Carsten
icon

Best answer by Ana. 16 March 2018, 16:22

Hey everyone, good news, I hope 😃

Our developers informed us that the issues have been fixed 🎉🎉🎉🎉

Can you give a try and confirm everything is alright now?
View original

This topic has been closed for comments

133 replies

Userlevel 2
To whom it may concern

I am using Firefox Mozilla to access Deezer. Unfortunately, the music stops after playing one song.
Can you kindly advise me what to do?

Looking forward hearing from you.


All the best,

Carsten
Userlevel 2
Badge
@Anja @Ana. @Rafael. http://ak-ns.sascdn.com/diff/js/smart.js is the problem script, in case the devs were still searching for the culprit.
I confirmed this suspicion by testing the player multiple times, with the script enabled and disabled.
So for now I managed to make my media center app able to run uninterrupted.

FIX

@ everyone that is overly frustrated about not being able to enjoy your music, block this script and enjoy the wonderfull sounds you're used to.
(tip: to block the script you can use an extension/addon., for example HTTP Request blocker on chrome or any other extension of choice)

Don't forget to unblock it again, after Deezer has a fixed version.
Userlevel 3
Badge
We're all glad to hear you're "on it" Anja, but with so many people experiencing what I would now categorize as a system-wide problem, I really hope that you have escalated the issue to the attention of Deezer's software programmers, and that a resolution which meets with the complete satisfaction (i.e., continuous playing of track after track) of all users, is implemented sooner than later.

Thank you!
Userlevel 7
Badge +5
Hi everyone at the moment there is a know issue with free accounts playing only one song on web browser and then stopping. It's already being investigated by the tech team and it should be fixed. Disabling adblocker seems to help in some cases, so give that a try.

If you this is happening to you and you have an active subscription and/or is using Deezer somewhere other than the browser, let us know and we'll look into it. We will keep this topic updated when we have any progress.
Is this ever going to be fixed ? Unfortunate as I'm now at the point where I was about to start subscribing to Deezer. I've been a FREE subscriber for a couple years.

Working in IT I can't understand why this has not been given the priority it deserves. I understand that FREE service doesn't equate to great expectations for support OR quick fixes. However, I would suggest that the FREE service was important for business growth. I would also suspect that FREE subscribers are the ones most likely to become paying members eventually.

Very disappointing how DEEZER has handled this very significant issue. But I am still a Deezer fan and I would like to remain that way.

PLEASE FIX THIS !

ps - Without reading every post, is it safe to assume this ONLY happens for FREE service?
Userlevel 7
Badge +5
@litalg From a user service standpoint I do agree with you and feel it has been too long. Maybe they have a small dev team to support the entirety of Deezer's services and apps, and from experience I know developers are usually very hard working people, but Deezer as a company should be able deal with a service breaking issue faster.

Hey guys, we know it's been too long. Believe me, this is very frustrating for me too as I would love to give you some good news. Hopefully this will be soon. @Atomic is right and our developers are very hardworking but sometimes it's too much work for the team we have but we do mean it when we say this is being taken seriously.

Please don't think that we don't care, because we do :)

Thank you for the patience and I do hope I'll have some good news this week or at least an ETA, we're pushing for it because we know how frustrated you all are.
Userlevel 3
Badge
@Ana. Since you have identified that is a know issue with free accounts, I hope you recognize that Deezer's free users like myself, who may have been considering upgrading their subscriptions to become premium (paid) users, are closely watching how Deezer responds to this problem, and how quickly Deezer resolves this problem.
Having the same issue, i.e. playback stops after one track, need reload to play another. While waiting for the fix I have found that using a private tab in firefox is a workaround. Hope it helps someone!
Userlevel 7
Badge +7
Hi everyone! I poked the tech team again and asked them to check if we can block the tracking feature from interfering with Deezer.
This is definitely not an intended behaviour and I'm on it 🙂 This case is not closed and I'll let you know, should I have an update from the team!
Userlevel 3
Badge
@bschwarz You've hit the nail on the head with all of your points! Yes, in fact this only an issue for free users. Like yourself, I found Deezer to be an excellent service and I was considering becoming a paid subscriber, but given Deezers inability or unwillingness to resolve this issue, but I have started looking at other music streaming services. At one point @Atomic had suggested that issue was may have been related to Deezer becoming more aggressive with free users, probably to push us towards paid subscriptions. But given the amount of time that has passed since the issue was first identified and the sheer number of free users expressing similar complaints, it is absolutely apparent that this commercial "strategy" has backfired. Addressing the issue is definitely not a priority for Deezer sadly, and what's worse is that the Community Manager's @Anja and @Ana. are only in the position of escalating our concerns to Deezers technicians, and that's where the buck has stopped.

As I pointed out in a previous reply recently, as a business owner, I know all too well that if I cannot or will not address and resolve my customers concerns in a timely manner and to their satisfaction, they will take their business elsewhere. This concept is a plain and simple best business practice to most of us...but customer service is an area of business which seems to be completely lost to Deezer unfortunately.
Userlevel 2
Badge
@litalg I would first confirm that the browser is actually blocking smart.js, just to be sure.
You should see an error like this in the developer tools (tab console).

(I am using chrome, but the dev tools are usually opened by F12 on all major browsers.)

If that is the case, than you should be good to go.

In my case I am not using any adblockers on Deezer, so you might want to check to see if you are and if it helps turning them off.
If it still won't work, let me know which browser you are using and perhaps send that screenshot with the developer tools console open.

PS: I have also noticed that in some cases having the developer tools open, can cause Deezer to not load the page or stop playing. So make sure you initially test with the dev tools closed.
okay so after one song ,it stops playing honestly im getting tired of this problem that has been there for more than 2 weeks ..if this is a part of some sick plan to make us suscribe youre nuts
Userlevel 3
Badge
When listening to an album, the songs do not continuously play. This means for example, when I select an album, then click on Listen, the first song on the album will play, but the second song does not play automatically. I have to refresh the page, and then select the next song, and then repeat this for each song thereafter. Note, this is only a recent occurrence. Previously (several weeks ago), when I selected an album and clicked on Listen, the entire album would play, one song after another. Can anyone suggest how I can resolve the current problem?
Badge
To whom it may concern

I am using Firefox Mozilla to access Deezer. Unfortunately, the music stops after playing one song.
Can you kindly advise me what to do?

Looking forward hearing from you.


All the best,

Carsten

I have the same problem, I've tried with both Chrome and Firefox, cleared the cookies and cache with no luck.
cant play next track even if it shows different name the same track keeps going
have to reload the page everytime i want to play a different track
Userlevel 7
Badge +5
@ctendler1 you seem to believe that the issue is not being resolve because it's only affecting free accounts? That is not the case and, if you take a look around the community, there are also other issues going on and they are all being looked into and worked on but some problems take longer than others to be solved.

We do not discriminate against paid x free users and how quickly this will be resolved is something that depends on the work of our developers and how long it takes to identify causes and find solutions.

All we can do is pass on your feedback and push them for solutions, but you can be sure that something would never be overlooked just because it's affecting only free accounts.

So thank you for you patience while the team works on it and we'll keep you guys updated when there are any news 🙂
Userlevel 2
Badge
Just tried to get a point across @ctendler1, not here to "nail" anyone though.
I was worried they would loose many users because of this one, but unfortunately critical, issue.
I can be patient, but I know how quickly users can get annoyed when something doesn't work and turn to alternatives.
Otherwise I felt like Deezer could be on it's way to becoming bigger, so I tried to help where I could.
And I do think Deezer has internally escalated the issue to a higher importance, so I'm hopefull it will get solved in the coming week.
@Anja, @Ana Thanks for keeping us updated
Userlevel 2
Badge
I can happily say, playback on my media center app seems to be restored.
Back to using keyboard shortcuts! :D


Maybe other people's browser of choice works again as well, worth checking. 🙂
Badge
After several weeks today I went back to using Deezer and with joy I can see that it is working well again. I hope the problem has been solved!
Userlevel 3
Badge
@Anja @Rafael. @Dios del Trueno @CarstenW @Atomic @theogeth @bangbangphil @Itamark @seb_tkb @T.K.B @Ana. and everyone else you has contributed to this thread and other topics related to this problem for the last few weeks. The bad news has just gotten worse. Not only cannot we not listen to track after track through "normal" use of Deezer on multiple browsers, but all of a sudden, the Private Browsing solution @bangbangphil discovered is also not working now. This whole situation has gone beyond frustrating!

@Atomic , you replied that you didn't want to "nail" anyone, which was not my intention in the first place. My use of the word "nail" was meant you to agree that had precisely identified an issue . But in hindsight, perhaps someone at Deezer does in fact need to be "nailed" or more precisely, held accountable for Deezers continued failure to resolve this problem. You also addressed patience in your reply, but the time for patience has run out. As an example, from a customer service perspective, I run a small business and if I am unable to resolve my customers problems with the services I provide to their complete satisfaction in a timely manner, well I'm sure you (and hopefully Deezer) will appreciate that my customers will take their business someplace else.

So where do we go from here Deezer?
Userlevel 7
Badge +7
Hi everyone, so I asked the team for updates again. I haven't heard anything yet, but I'll let you know as soon as I know more!
Badge
Hola!
I came here to find an answer thinking I was alone in this...
but as I see this is along ongoing issue.
me and my bf were arguing on whether or not deezer is worth subscribing to (since we live in Israel pandora is not an issue)
and as the former deezer fan I must say that I lost the fight. there are many other options, even youtube is better than constantly refreshing.
its a shame ur losing ur client base over a tiny bug
I installed uBlock Adblocker Plus in chrome and that solved the issue for me.

Disclaimer: I don't advocate the use of ad blockers, as ads are what allow them to offer free service to begin with. My intention is to remove it once the issue is resolved. But for now, I have music. 🙂
@Anja I just checked the site, and everything seems to be in order now. No longer have to refresh the page to play a different track.

Thanks.
Userlevel 7
Badge +7
Thanks for the heads-up Anja. The problem seems to be affecting a great many users. I had assumed it was only me . Is there an ETA?

I hate to ask this but ... if it's going to be a long time, would ad blocking work as a TEMPORARY solution? I always leave ads enabled, as I understand that allows you to offer free service. But if the problem is related to serving ads, and if the fix will take a while, is that a work-around for now?


I don't have an ETA yet, but this should be fixed very soon! We are not pushing this back. I just don't have an exact date as this depends on how quick they find the cause and are able to fix it. But as mentioned, I will let you know as soon as know more! 🙂