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

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J
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Good day, it seems there have been many issues like this. 

 

The app does not work on our Samsung tv. It just keeps loading. We have updated tv firmware. We cannot uninstall app - we don't have the option. We have reinstalled it. 

 

Nothing seems to work. It is highly frustrating. 

 

Please advise how this can be fixed. I emailed someone from Deezer and they sent a rwsponse telling me to unistall from my phone....please note that the trouble is on the app on the tv. 

M
Rank

Hi there@Lynette Steyn 

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! 

S
Rank

Dear all,

Today a tried a new version of Deezer at my Samsung TV. The same think happens, after a few songs the app. just stop, get freeze.

Cheers

H
Hi
Yep we have exactly same problem..
It will not load
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

Rudi
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Userlevel 7
Badge +7

Hey @CLINTJ 

At the moment, there's nothing you can do. Our devs have been made aware of this issue, please bear with us!

You can also try looking for firmware updates to the TV, in the meantime. @maxwaldron 

P
Rank

I'm trying to log on to my deezer app on a TV, a Samsung 7 series. It can only take a login using email but I created my account using a cellphone number. This option is not available on the TV, how else can I do it? 

Rudi
Rank
Userlevel 7
Badge +7

Hi there @tobi0 

Have you tried restarting the TV and your network router? Please hang in there.

We're working on a full update to our TV apps :fingers_crossed_tone2:

Rudi
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Userlevel 7
Badge +7

Hi there @Phindile 

Thanks for reaching out. No problem, please contact our colleagues in the support team here and they'll get an email assigned to the account for you :wink:

Rudi
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Userlevel 7
Badge +7

Hi there @Steven.DB 

Thanks for letting us know.

Have you tried searching for firmware updates on the TV? If none are available, please try a factory reset and let us know how it goes :thumbsup_tone2:

B
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Userlevel 1
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Hi

I’ve had enough of it. How many more years to get an app that works?

Today I downloaded Spotify. Looks great. Their app was not compiled in april of 2018. 
I personally couldn’t care less about your fancy features of tomorrow when today I cannot even listen to flow on my TV set because you screwed it up. Is Deezer produced by students in their garage or by a company with after sales?

At least you should automatically offer a discount to people who suffer your delays. 
Really, companies like yours deserve to go bankrupt. Commercial attitude is asking the customers to suffer in silence! And not just once twice already! You can count without my subscription as soon as I have transferred my playlists yo Spotify.

good luck with keeping customers! 

Rudi
Rank
Userlevel 7
Badge +7

Hey @Ian13 

Sorry about that! We're about to release a new TV app for your Samsung, so please bear with us. It'll be the end of such issues, you'll see. More news to follow this month, I hope!

Thank you for your support and for your patience @MarekZzz glad you like it :relaxed:

A
Rank

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.


I Have still the same problem for almost 3 months, and I have software version 2023 van Samsung TV (was the latest version said Samsung). I think they didn’t get the problem resolved!!

Rudi
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Userlevel 7
Badge +7

Whenever we have more info @Raphael.Moriscot, we'll be sharing it here in the community! But we've been told is coming soon :relaxed:

C
Rank
Userlevel 1
Badge

Thanks Rudi, did a firmware update on the TV and still no joy.

Now using Spotify trial as a "temporary" measure. Hope they fix it soon…

 

T
Rank
HI.
I haven't been able to access my deezer account for a few days now. When I try to open the app, it just keeps loading for an eternity. I tried to delete the app and reinstall it, but it keeps doing the same thing. It will only show me the 1.25 version, and won't install it and/or open it. I also tried to access smarthub on TV, then reset, and then reinstall, but still no other response but fail.
I have used my deezer account/app on my Samsung TV almost daily until it crashed a few days ago.

/Tine.
L
Rank

What is happening?

I hav not been able to connect to Deezer for 2 days on my Smart TV from Samsung. 

I tried to uninstall, look for updates, ..…

All deezers on our mobile phones works. But not on my TV.

 

HELP!

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 :/

G
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I have UE22F5400 an d from few days ago I can't enter the app. Why?
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.

B
Rank

Hi,

I have the same problem on Panasonic TX-47AS650. Deezer keeps loading and nothing happens next. It appears 5 months ago. 

Today I uninstalled and installed app again but without any results. Do you have further advice? 

Is there any chance that this bug will be repaired? 
 

 

L
Rank
For at least two days DeezerApp on Samsung Smart shows me forever loading and doesn't working. Reinstalling Application or reseting SmartHub doesn't help at all. It seems that it's already latest version of application. How can it be fixed?
M
Rank

Same problem. A few days ago it was ok. What censored happen?

E
Rank

Same here, tried the new 1.2.9 app and songs still don't play. Come on guys!

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