include
Answered

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

Show first post

237 replies

zevekar
Rank
Userlevel 2

Dear Rudi/Team,

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 …

 

ЯZ
E
Rank

For me the app loads, but when I start to play music there is no sound and the seeker just stays at 00:00. Been like this since I bought my TV. Other apps on the iPhone and Xbox work fine. :(

E
Rank

For me the app loads, but when I start to play music there is no sound and the seeker just stays at 00:00. Been like this since I bought my TV. Other apps on the iPhone and Xbox work fine. :(

Rudi
Rank
Userlevel 7
Badge +7

Hi @edgars.sults 

Thanks for reaching out. Yes, the Samsung TV app doesn't work as we expected :disappointed_relieved:  we've had some challenges on this and other TV apps during the course of last year, so we're focusing on getting it sorted this year. It'll take a bit of time, but we'll keep our community updated. Thank you for your support and for your patience :pray_tone2:

M
Rank

My music is not loading on samsung tv app

F
Rank

If I go to My music while playing music in the Samsung TV Deezer app an hour glass is presented rotating but it does nothing for around 1 to 2 mins. I can then not escape or select any other option, the app becomes stuck/frozen. The same problem is happening if I go to the Popular menu. Another freeze of the app without any functionality. It seems to be trying to pull data and finding none. Again this bug is specific to a Samsung Smart Tv app. Thank you.

F
Rank

Even the home button causes an hour glass to spin and it’s taking forever to do anything. I thought this worked yesterday. Frustrating. I have read threads regarding other problems that suggest updating/reinstalling the app. I have only recently installed this app as a new user but I will try this and report back.

F
Rank

No ability to reinstall the app as far as I can tell. Only move it from home screen then add back. Back to square one :/

F
Rank

Thanks for the video 🙂 And did you also go through all the steps I mentioned before?

1) Access your TV Smart Hub by clicking the « Smart Hub » button on your TV remote.
2) Access the Samsung « Apps » section
3) Find the Deezer app
4) Select the Deezer app
Click on your TV remote for 2 seconds the button « Ok » / « Select », while focusing the Deezer app icon.

The Deezer app options will open.

5) Access to the Deezer app options
You will see a new Deezer app version « 3.008 ».

To update your app, follow these steps :
• First, « un-install » the Deezer app.
• Once un-installed, install it again.
• Restart your TV and start your freshly updated app

I just need to ask you all these question so that our devs have more details :)


i did that but still dont work

A couple of months ago, I had almost the same problem (when clicking on “my music” the app enters into a never ending black screen with white circle in the middle). But after a lot of mail exchanges with the deezer help, the were not able to solve it, dispite the app was working perfectly for months before …. So I stayed with no answers and with the idea that the help from deezer technical help is very poor

Rob Igo
Rank
Userlevel 7
Badge +10

Hi @Fabrizio.Lenzi 

 

I believe that an update for the app is being worked on however I don't think it’s anywhere close to being finished (a long way off) unfortunately.

I'm a "Deezerhead" (fanboy) and just love music! (Please note even though I love all things Deezer I do not work for Deezer and therefore cannot assist with account issues etc.)
M
Rank

I have exactly the same in my ue557002t. Everything updated, despite this app forever loads when  clicking on menu elements. Few months ago everything worked fine.

Identyfying issue shouldn’t be so diffuclt right?

Take released dezeer version for samsung tizen tv, check api calls and compare with server logs :/ possible error codes or response duration tracking user agents are quite easy. Having those data goes to blame app changes and plans to bring some fixes. 8 months for such critical bug shows how tv distributions are important. Maybe it’s time to stop payinh and find other app.

Rudi
Rank
Userlevel 7
Badge +7

Hi there @MarekZzz and all,

Sorry that's happening. We're waiting for updates from our developers at the moment. Once we've got more info, we'll be happy to share with the rest of our community. Thank you for your patience and understanding :pray_tone2:

Maantje247
Rank

I can not access my music on my Samsung UE55MU7040 television. It keeps on going with this loading screen. I can only acces the home page; only showing music I do not want to listen… ever.

Still works great in my iPhone. Although slightly slower loading these Days.

I might consider making a switch to spotify.

Manuel
K
Rank
Userlevel 7
Badge +6

Hello @Maantje247, thank you for the honest feedback and sorry that you are experiencing those issues with your Samsung TV :slight_frown: I understand that you are not satisfied. We are aware of the issues with Samsung TV and forwarding all your feedback to our teams at Deezer so that it can be hopefully fixed.

Have a nice day :slight_smile:

https://www.deezer.com/en/profile/3421485864
J
Rank

Is there an issue with the Deezer Apo for Samsung TV?  I tried to reset the tv to factory settings of the TV twice. But at all times, I am able to sign in but that the only thing that I could do. It just loads.... Until I am forced to close the app.

I removed  other apps but it is still not working. I have a Deezer Hifi account and my TV is last year's model of giant QLED so I could say it is fairly new. I was away from home for a month and I just realized its not working now.

M
Rank

Same for me. I have a Samsung ue55nu8050 from 2017. When I start the app it keeps loading. I deleted the app and installed the app again but nothing works.

B
Rank

Morning, for the past 2 days the Deezer app on our Samsung TV model UA55M6000, with Deezer version 1.0.25, uninstalled and reinstalled is not working. It opens past the loading screen into the music homepage, but the homepage is blank except for the menu options and it hangs in this screen. 

All other streaming services working fine on the TV, and Deezer is working on phones and computers. It just wont work on the TV. 

 

Help

S
Rank

Same here. Its been a week for me doing all the restartings, resettings and version checks. All is updated, but the app on tv is very very dissapointing. It works 2 out of 10 times. That is a very poor statistic, dont say the service exists if it only works 20% of the time. 

 

Now I am resorting to playing on my phone. 

 

I have read all the threads. And all I see is excuses and blame shifting. No one has the answer, not deezer or samsung. And for me its not a new issue. Been on deezer for over 2 years and in that 2 years deezer on the tv only worked 20% of the time if I had to be generous.

G
Rank

Good morning

Same here on Samsung UE55HU7100. It get stuck on the start up page. Deezer works well on all the other devices. 

Please Deezer move on and get fnd the solution!

 

Have a nice day

gfdreyer

Rudi
Rank
Userlevel 7
Badge +7

Hi there @gfdreyer @SalomeM @bubbleduncan @Jiro1 @Maico 

Thank you all for reporting this. It could be that this issue has returned. Have you had any firmware updates recently?

Please let me know so that I can pass this info to our developers :pray_tone2:

P
Rank

Deezer app on two different samsung TVs gets stuck on the loading symbol

Help please.

Previous threads with this problem have not showed how to solve this???

Rudi
Rank
Userlevel 7
Badge +7

Thanks for reaching out @Prescotts, you can still try to restart the devices and your internet router for about 3 mins. Also, check if there are any firmware updates available for the TV. Generally this fixes it, but if it doesn't, there could be more to it and we need to find out :thumbsup_tone2:

Koffiato
Rank

For me the app loads, but when I start to play music there is no sound and the seeker just stays at 00:00. Been like this since I bought my TV. Other apps on the iPhone and Xbox work fine. :(


So I wanted to jump ship to Deezer because of TIDAL's Tizen app is broken. Turns out Deezer is in no way different as I have this issue as well. So far I tried:  1-) Checking updates  2-) Reboot TV, uninstall the app, reboot TV, install the app, reboot TV and then try using it. And any combination of these.   3-) Signing in with my free account or just trying the demo version.   4-) Tried wired or wireless connections.  5-) Rebooting my modem and/or turning it off/on.   6-) Resetting and setting up my modem AND my TV.   7-) Cleaning out app cache/data.  8-) Tried OpenDNS, Google Public DNS, CloudFlare DNS and my IPS's local and remote DNS's.   Like c'mon. TIDAL and Deezer is being ridiculous. It's easy to see why non Hi-Fi peeps prefer Spotify, because it works. It works on a device that Deezer and TIDAL doesn't. I'm immensely disappointed at this.   Please, fix this.

 

P
Rank

Thanks for reaching out @Prescotts, you can still try to restart the devices and your internet router for about 3 mins. Also, check if there are any firmware updates available for the TV. Generally this fixes it, but if it doesn't, there could be more to it and we need to find out :thumbsup_tone2:

Hi Rudi

Checked both Samsung TVs (Different models) there are no updates due.

All other streaming services are working correctly and Deezer is working on our phones via WiFi so i dont think its my Router?

 

Rudi
Rank
Userlevel 7
Badge +7

Hi there @Prescotts 

Thanks for coming back. I'll be passing your feedback to our devs for further investigation :thumbsup_tone2:

Reply


TERMS OF USE DEEZER COMMUNITY SITE