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Samsung TV keeps loading and nothing happens (cannot play My Music)

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Rudi
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Thanks for coming back @shegy 

We've heard from our developers that, until we finished the updated version of our TV app, we won't be focusing our resources in fixing a few of the bugs. We prefer to provide you with a whole new version of the experience, but this takes time. Please stay tuned to our community for updates in 2021.

Thank you for your support and understanding :pray_tone2:

C
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That sounds great, waiting with bated breath 😁 Thanks for the update.

 

zevekar
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Deezer app in constant loading (spinning wheel) on my Samsung UE49KUhttps://tel:+446500 TV for quite some weeks and longer. Still works on phone thankfully but my daughter is so frustrated at not being able to use the tv to dance and sing to :(

I've reinstalled a couple of times but cant get further than the spinning wheel of doom.

Please help.


same/ any solution?!

ЯZ
L

I see many people have been complaining about the same issue for so many months.  How can we all pay monthly fees and the app on the Samsung TV does not work? I cant access any of 'my music' it just hangs.  It takes hours to get your favourites into playlists from other devices (because this cant be done from the tv)  and then you end up not being able to listen to the playlists? What are we paying for? I'm on a premium subscription.  I have reinstalled the app and unlinked account and linked again.  NOTHING WORKS

F
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I have reinstalled the Deezer app on my Samsung tv like 10 times and it still won’t stop loading. It just won’t open the app. Heeeeelp!

B
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Same issue here. Not related to TV or app update or any change in my environment. It is again your servers blocking this app for no reason.

As for your answer about not fixing old version bugs, may I remind you that actually some of us are paying subscribers!?

My experience with Deezer is SUBSTANTIALLY impacted. This comes on top of your discontinued support for the version of IOS I have on my secondary phone… so now I can only use my professional phone to listen to Deezer… Years pass and I feel really stupid I have chosen Deezer instead of Spotify. 

Rudi
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Hi @Maurizio.Pittau @Jamie Stevens

Thank you for reporting it to us. We need more time, we depend on different factors, including Samsung. But please bear with us 🙏🏼
B
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For about 2 months now, deezer will never start on my Samsung TV. It first displays "Loading deezer ..." then I have the logo with the spinning drawing and it stays there forever (at least several hours). I see the LED's flickering on the Internet gateway, but nothing happens.

I tried to connect via cable, via 2.4GHz and via 5GHz, but to no avail. I have deezer on my iPhone, and using the same wireless network, the app starts and works.
I tried to reset the router to factory default, even replaced it, I also performed a RTFD of the TV, de-installed, re-installed... Even unplug it for long periods to be sure all clears... I really have no idea what may be wrong.
I noticed that even opening the deezer website from the smart TV is not possible. The page is blank (different than reporting an error). I thought it might be malware, so I removed all I could.

I am completely clueless. I have very little experience on debugging the smart TV, so, I can't see where the issue is. I removed all I could from the smart TV, it has no support for live updates, so I can't try this. I de-installed all I could but that doesn't solve the issue either.

Do you have any idea how I can debug this?

I see that the app is already quite old (2018), maybe it is no longer supported by your servers...

Thanks!
Bernard
D
Recently Deezer App has stopped working on samsung tv model ks8000 that has tizen os firmware version 1240.

The app hangs on start screen with deezer logo and loading progress circle.

The tv is correctly connected to network. Also after resetting the smart hub and reinstalling the Deezer app the issue is still there. Tried to set different dns IP addresses it did not help.

Other devices laptops and android phones are working well on the same network with Deezer app.

Is there temporary issue with Deezer services on Samsung TVs or some other known software problem currently?

Is Samsung tv platform from 2017 still supported by Deezer app?
S
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Any movement on this? It's immensely frustrating paying for a service that can't be used in a that just stopped working.
R
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So this thread started 19 days ago and there's still no solution? I'm experiencing the same problems on my Samsung TV for quite a while now. I hope it will soon work properly again.

M
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Please assist, I cant access 'my music' from my Samsung Smart TV.  All other devices work fine.  I have reinstalled app, unlinked account, linked it back, tried again  but not winning.  I use my TV app the most of all devices.  I can sign in and access home page only. Please help

Same problem here. Seriously, what is wrong with Deezer? On the moment? Everything! 

Rediculous that we pay about €10 a month for this worthless app! 

I

Besides that, please understand that my main concern is about the desktop app which does not work at all. Internet is working fine on the laptop, web browser is fine, but app is not.

zevekar
Rank
Userlevel 2

Hi there @Ionut Stancu 

Thank you for your support and patience. I'll be asking our devs about this, to find out what's wrong. In the meantime, please restart your internet router after about 3 mins.


It’s a complex multiuser issue - not a personal incident. Any diagnostic results, root cause analysis,  and ttr time when issue will be resolved?!?!?

ЯZ
Z
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Hi there @Ionut Stancu 

Thank you for your support and patience. I'll be asking our devs about this, to find out what's wrong. In the meantime, please restart your internet router after about 3 mins.


It’s a complex multiuser issue - not a personal incident. Any diagnostic results, root cause analysis,  and ttr time when issue will be resolved?!?!?

Hell of a frustration!! Seriously! 

A
I have the same problem, since 2 weeks the app wont fully connect with the app.
The tv screen keeps on showing: welcome to deezer en is loading. I already reset the tv, but that wont fix the problem. I also dont get an error message.

Could you please help me?
Its a UE40H6200 model samsung smart tv
C
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I have the same problem, I have contacted Deezer support, still no answer after a week, problem has persisted for over a month, 

Absolutely ridiculous

 

S
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Hi,

When playing a playlist on my samsung TV with the deezer app, it stops playing after one or two songs.

I never had any problem like this untill the deezer app was automatically updated to version 1.0.25 on the 29/4/2020. 

I’ve already deleted the app and reinstalled it. But the outcome is the same.

To me this seems to be a bug in the newest release of the deezer app v 1.0.25.

Can this bug be fixed asap?

Kind regards,

S

T
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hi why Deezer is not working on my tv samsung smart tv im buy Deezer premiom and Deezer stop work on my tv why? For what i must pay?
B
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Same problem. My Music and Popular not loading.

What is Deezer doing about this?

Do we get a refund?

Rudi
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Userlevel 7
Badge +7

We're very sorry, @RikOnderwater. We're still waiting for an update, but our devs are working on this. It also doesn't depend just on us.

Once we have more developments, I'll let you know.

I
Rank

Thanks for the response. I thought it had all got fixed a few months ago when it started working again. However it looks like further changes have been made to the software without sufficient regression testing before implementation. As this only seemed to happen in the last week it should be possible to know what the release was, and hence a good starting point for a fix. The impact is clearly worse while we are all spending more time at home.

Pia.Deezer
Userlevel 7
Badge +3

Hi @Mreyes we are very sorry, we do not want to cause frustration :confused: I have forwarded your case to the responsible team as well. It seems to be a bigger bug. Therefore, we do not have any expected date of a fix. Apologies for any inconvenience caused. 

G

Please resolve this! I have the same ‘My music’ issue on my Samsung smart tv.

J
Rank

My Samsung UHD TV with Smart Hub, has the latest firmware update and I just uninstalled and reinstalled the Deezer App trying to follow each advise given here, however, everytime I try to play a song, it shows the “pause” button, suggesting the song is already playing, but there is no sound and no progress in the “progress bar” (so to speak), time remaining doesn’t show any progress either. Please advise. Thanks. 

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