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

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Rudi
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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:

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.

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.)
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

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

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

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.

M
Rank

My music is not loading on samsung tv app

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:

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. :(

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
zevekar
Rank
Userlevel 2

The app is working again for me.


What a SOLUTION?

ЯZ
zevekar
Rank
Userlevel 2

Hi there @buzby62 

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 ...

 

ЯZ
L
Rank

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.

M
Rank

 

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? 

 

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. 

M
Rank

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?

Rudi
Rank
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.

R
Rank

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. 

Rudi
Rank
Userlevel 7
Badge +7

Hi there @buzby62 @Zorp @grka @clato @RikOnderwater @zevekar 

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 :pray_tone2:

Rudi
Rank
Userlevel 7
Badge +7

Hi there @buzby62 

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.

B
Rank

Same problem. My Music and Popular not loading.

What is Deezer doing about this?

Do we get a refund?

B
Rank

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?

Z
Rank

This is ridiculous!

 

No attempt to give feedback!

 

Very poor! 

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