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Samsung Multiroom App - Error for new playlists



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BTW, so gs of these randomly by Samsung's app selected songs on my personal Playlists cannot be edited or deleted (saying "Deezer: Internal server error"

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Hi there @Schnitzelklopf

Sorry abou that and thanks for reporting it. Have you tried switching off the system and your internet router for about 3 min before try it again? Also, try reinstalling the Samsung app and let me know how it goes.
Hi there @Schnitzelklopf
Have you tried switching off the system and your internet router for about 3 min before try it again? Also, try reinstalling the Samsung app and let me know how it goes.

Sure, and I did read the whole thread. The problem isn't new: All your personal deezer Playlists appear in the Samsung app, too, but contain the wrong songs. Every playlist contain the same stupid songs (as shown in my and all the other screenshots in this thread).
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Hey @Schnitzelklopf

Just double checking what you've done so that I can say for certain you're being affected by the same. An update was requested a few days ago. We'll get our devs to look into this and will come back once there's progress. Thank you for your patience.
This issue still not sorted then I see, though it has only just been over a year since it was first raised.
I can't see what all the fuss is about, cracking customer service.
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Hi @jasondpain we are sorry if you are still experiencing this issue. We have passed this on, but it takes longer for our developers to solve than expected, also because it is a product in collaboration with another company. Please make sure you have always the latest version of every app installed.
Just want to add my issue to the log here please. Exact same errors. Have 4 speakers and can play Favourites ok and selected albums but most new playlists throws up "internal server error " or "out of range " . Note with some concern how long this has been going on for. Each Dev team from Samsung and Deezer blaming each other with neither remotely motivated to spend the resource and dev time addressing. Please can I have an update on this ??
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Hi @taste3171 I am sorry that there have been no updates recently. Have you tried to do some troubleshooting steps?
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The fact that Deezer has taken so long to rectify this issue just makes me think they have totally inept devs, or maybe no actual devs at all.

In fact, we, as users have this vision of Deezer working out of some plush office space somewhere, but for all we know, it might just be a bloke in his mum's basement with access to a music streaming server and some good skills at making a glossy app, website etc.

At least that would explain why this issue is still not resolved!

Oh, and please stop that stoopid pop-up asking me how my visit was today asking me to take a survey.

I'm never gonna do your stupid survey! What would be the point?

Also, your new stoopid login picture captcha is utter garbage! It took me 2 minutes of relentlessly clicking stoopid little pictures before I could log in.

Everyone in the world hates those stoopid picture captchas!

Get rid of them...., please, for the love of all things everywhere!
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Hi @taste3171 I am sorry that there have been no updates recently. Have you tried to do some troubleshooting steps?
That is quite insulting to those of us who have put up with this issue for over 12 months.

All the troubleshooting has been done! Done to death in fact!

The end users should not be doing Deezer's work for them.
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Hi there @Ripperoo

Sorry you feel that way. The troubleshooting helps us understand the cause of the issue, not just. Unfortunately because this affects a third party device, we also need their collaboration in the process. I've asked for an update from our devs to give you all more details about the situation. I'll be back once I get a reply. Thank you for your patience and understanding.

On another note, the survey is gather all feedback when using the app, including this topic. So one way or another we managed to get your opinion, and that's valuable.
I've passed your feedback about the captchas too. Thank you.
Hi!
Maybe I can provide an other information on the problem.
I have 2 WAM 6500 speakers (firmware 3117.1/134R) and a MS750 soundbar (firmware 1146.4 /196R).

I noticed the very same bugs on the WAM 6500 speakers.
Many playlists do not work. When you choose them, you get the following error:
"DEEZER: internal server error" or "selected item is out of range". Sometimes the program displays an other playlist instead of the one you selected.
All these playlists work CORRECTLY on the soundbar. The issue is affecting only the WAM 6500 speakers.
It seems that the R6 speakers with the newest firmware are not fully compatible with the DEEZER music service while the Soundbar is fully compatible.

PS: if you group the R6 with the soundbar while playing incompatible playlist... The R6 keeps silent.
Hmm interesting...same firmware update as below.

I note on one of the historic posts that someone else has linked this to the current R6/R7 firmware update.

@Ripperoo yes thanks. I cant help feeling that our issue is simply being "managed". The length of the post trail for over a year clearly and exhaustively evidences the issue from multiple and individual sources. It's undeniably factual. Not sure what further insight is required ?

I don't doubt the challenge in trying to even illicit a response from Samsung never mind a commitment to collaborate to address. The bottom line is Samsung's multiroom product is probably no longer being supported and is now old tech with no live work stream. From Deezers perspective the product and issue is probably quite niche so I do doubt that there's any real appetite to invest the dev time and to prioritise. The numbers simply dont warrant it I suspect.

Judging from the post history I now note that there have been some persistent and detailed posts from more knowledgeable guys than me who have simply given up and cancelled their subscriptions after no resolution.

I would appreciate some honesty here on the likelihood of getting this resolved so I can make an informed decision about my account.

Same problem here with playlists

Any fix?
Attaching songs/playlist that comes up no matter which new playlist i make

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Hi there @Jeffrey

We're still waiting on an update from Samsung about this. Thank you for reporting it.
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Hi there @Jeffrey

We're still waiting on an update from Samsung about this. Thank you for reporting it.

Well, my subscription expires at the end of October 2019 and I'm sad to say I will not be renewing it after being a member for over 2 years by that time.

Be it Samsung's or Deezer's fault that I couldn't use the music streaming service as it was supposed to be used and with well over a year to rectify, I cannot personally justify staying with Deezer.

It's been a bumpy ride and although I initially thought Deezer was the bogs dollocks, I no longer feel the same way after all the stress this issue has caused after spending £2000+ on a multi-room system based on the fact Deezer was working great initially.

Good luck to anyone who is still hoping Deezer fix this issue and god help those who come across this thread in the hope of an answer for the same issue.

YOU WILL NOT GET ONE!

By all means, drop me a line if the issue is resolved, but other than that.....I'm out!
@Flo.Deezer @Rudi

Any news?
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Hi there @Jeffrey

Thank you for your patience. I've asked our devs for an update about this. Once I get a reply, I'll update this topic.

@Rudi

I am trying Deezer which I currently really like.  However, along with previous posters here I get the dreaded Playlist issue when using Deezer via the Samsung Multiroom App on Samsung Android.  I cannot select a single speaker in the Samsung group or more than one.

Using Deezers own app on Android I can play to a single Samsung speaker but that is not a good solution since we have a large room requiring two speakers.

Like others, I don’t want to subscribe to Deezer unless this issue is resolved.  It looks like the issue has been open for over 12 months.  Can you advise if this is a Samsung Issue or a Deezer issue?  Perhaps as Samsung customers we could also apply pressure to Samsung.

I see the last post from yourself was 12 days ago so I hope we get some news soon.

Thank you.

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Hi there@bluebells 

Firstly thank you for your support and loyalty to our platform. Secondly, after speaking to our devs and product managers, we're unable to do more for this integration because the app is developed by Samsung - and since raising these issues with our devs in the past few months, there was very small support given by Samsung along the process. So yes, this could be promoted by you as Samsung users - so that they can fix it and ask Deezer to provide them support if needed. It's their app in the end.

Thank you for your understanding 👍🏼

@Rudi I reported to Samsung.  I don’t intend to post all correspondence here but this is the reference:

 

------ Original Message ------
From: "Samsung Support" <seuk.contactus@partner.samsung.com>
To: xxx
Sent: 24/10/2019 06:58:26
Subject: Re: Within the Samsung Wireless Audio Multiroom App Deezer playlists give an error and playlists cannot be played through Samsung WAM.


Dear Mr. xxx,

Thank you for your email. Your customer reference number is nnnnnnnnnn.

We appreciate your time in emailing us today with regards to your Samsung Multiroom speaker. Please allow us to assist you further with the Deezer app.

With regards to you query, apologies but the link you have provided is restricted to be accessed in our end. Please be advised as well, that we don't have any known issues relevant to this case. Can we confirm, what exactly happening whenever you access Deezer from the Multiroom app? Were you able to also try using the Multiroom app to a different device to see if it will be the same? To ensure that you already have the latest version of the app, you may uninstall and re-install this.

If you require additional support, please contact us on 0333 000 0333 (UK) or 0818 717 100 (EIRE), or respond to this email and we will be more than happy to help.

Kind regards,

Marielle R

Customer Service Representative
www.samsung.com/uk/support
 

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Hi there@bluebells 

Thank you for coming back to us.

As you can read from the email, Samsung refers to the Deezer app - that's not the case. It is the access and the usage via the Samsung app that's limited at the moment - according to users in this thread. I've spoken to our developers directly and there's nothing they can do without Samsung. It is precisely the other way around. Their Samsung app is developed by them - not us. I hope this clarifies the issue and our position in terms of support.

 

Very soon we hope to be able to discover new devices directly from our app, which will hopefully change the experience for several users - hopefully you too.

@Rudi

Since the email reply from Samsung above I updated them and sent screen shots of the error within the Samsung Multiroom App so they are clear it is the Samsung Multiroom app. in scope.

 

Dear Mr. XXX

Thank you for your email. Your customer reference number is XXX

We appreciate your detailed response. There is no update yet from our engineers that
this is a known issue with the Multiroom app, but we can raise this information to them
for investigation.

We apologise for the inconvenience.

Kind regards,

Stefan S

Customer Service Representative

SAMSUNG

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@Rudi

Like others, I don’t want to subscribe to Deezer unless this issue is resolved.

Well, I got notified today of my first PayPal payment directly to Deezer due to my “Samsung/Deezer” promotional period finishing.

This is despite thinking I’d cancelled my subscription, so it did not continue after the promotional period, but we all make mistakes.

Got me thinking that the issue may have been due to my account not being “Paid For” as such, with it being a 2 year promotional period from purchasing a lot of what have turned out to be Samsung Paperweights.

But no!  The issue still occurs after the account went “Paid For”.

I have now cancelled and hope that the issue can be resolved satisfactorily as Deezer is the best platform IMHO.

Tried cough “Spotify” cough and it is nowhere near as functional.

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