Best answer by MarekZzz
View original
Samsung TV keeps loading and nothing happens (cannot play My Music)
I've been a subscriber for around 12 months without any problems. Then from yesterday I've been unable to access the Deezer app on my Samsung 6 tv. I've deleted and re-installed it without any result apart from a message advising me to try again later. I can still access it on my desk top and iPad. Can anyone help.
Page 4 / 10
Hi there
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.
This topic has comments for months due to previous outages - which were fixed. So, for anyone who has a similar problem, please visit this topic here as it's new.
"Restart your internet router” Really? Really? The problem is clearly with our routers but with your servers!
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!
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.
Userlevel 7
+7
Hi there
Sorry you feel that way, we can understand your frustration. We're working on this again, but we also need Samsung's support on this one. Keep an eye on this topic for updates, please :thumbsup_tone2:
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 for around 2 weeks now!
Userlevel 2
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?!
Userlevel 2
Hi there
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?!?!?
Userlevel 7
+7
Hi
We're still working on this. Have you checked for a firmware update?
Hi there
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!
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.
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
Please resolve this! I have the same ‘My music’ issue on my Samsung smart tv.
This is ridiculous!
No attempt to give feedback!
Very poor!
I have the same problem. Samsung TV app will not access My Music or Popular. Both just show the rotating wheel. What needs to be done?
Same problem. My Music and Popular not loading.
What is Deezer doing about this?
Do we get a refund?
Userlevel 7
+7
Hi there
Thanks for reaching out to us. We're not entirely sure yet, we're still investigating this and we're reporting to our dev team all users, including you, that are affected by this issue. As soon as we have an update, I'll be sharing here and here.
Userlevel 7
+7
Hi there
Thanks for reaching out to us. We're sorry you're having this frustrating issue.
We're still investigating this and we're reporting to our dev team all users, including you, that are being affected by this issue. As soon as we have an update, I'll be sharing here 
So there's basically no news. It feels like Deezer doesn't really takes this seriously. Is the problem so big that it takes nearly a month to fix it? To be honest; it sounds like you don't even know what causes the problems yet. So how can we expect a solution in the near future?
We are paying for a service which is down for almost a month.
Userlevel 7
+7
We're very sorry,
Once we have more developments, I'll let you know.
Same problem here and its frustrating not having any response. Its not a free up. I have a Samsung Smart TV "The Frame" the app opens but when select to play anything. The songs never start. When can we have a solution?? Or do we need to migrate to a different app?
Userlevel 7
+3
Hi 
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.
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. Also, when I select the option “Popular” in the top toolbar, the app freezes and I can’t do anything in it - just close it.
Do you know when this will be fixed?
Same problem here with my Samsung TV.
My music keeps loading.
Populair music makes the app freeze.
This problem is already for weeks. Time for bugfix asap please.
Userlevel 2
Hi there
Thanks for reaching out to us. We're not entirely sure yet, we're still investigating this and we're reporting to our dev team all users, including you, that are affected by this issue. As soon as we have an update, I'll be sharing here and here.
Dear Rudi,
please provide current status of the issue? I think we can know it for 4 months already on the issue? What have been done? What resolve planned time? Did you contact Samsung, or issue on your side? Please provide updates on the status, solution plan, current status nest steps & prognoses ...
Userlevel 2
The app is working again for me.
What a SOLUTION?
Page 4 / 10
Reply
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.