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

J
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.
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Best answer by MarekZzz 23 May 2020, 13:58

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P
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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
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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:

S
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Dear sirs,

I bought a Samsung smart tv (UE50TU8502UXXH) and I downloaded deezer app. My premium acount working well at all my devices (mobile, laptop etc..). At the smart tv I have constant bugging (freezing,  stopping) of music playing after a few songs. Only when I exit from the playlist or start a new playlist, usually playback resumes. After reinstalling of the app (several times), nothing changed. 

Note: TV is new and the internet conection is very well by the LAN.

Best regards, Aleksandar

Rudi
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Hey Aleksandar @shegy 

Thanks for getting in touch. Our Samsung TV experience has proven not to be reliable at times. Have you tried restarting the router and/or seeking a firmware update for the TV?

S
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Dear Rudi,

Yes I have been restarted the router, although my internet conection is excellence (optical cable) at all devices, as well as on Samsung TV. All other installed apps on TV work perfectly. I dont know how to seek a firmware update? Use the latest Deezer version 1.0.25, updated 21/10/2020.

Regards, Aleksandar

W
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Hi,

 

Using Deezer app on Samsung TV, though it seems to have severe loading issues. After you press on any of the song types or just move around the app, eventually it’s just stuck on loading and never ends, you have to restart app.

Would it be possible to fix this issue? Also, how often do you update the app?

Rudi
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It's complicated @wartez Samsung also delivers new firmware updates that could help the situation,  so I suggest checking those with them first. I've moved your comment here so that you can see that Samsung has a part to play in this integration.

Hey @shegy you need to look for TV updates within its settings. I also encourage contacting Samsung support about this, while I'll be referring the issue to our devs on this side as well :thumbsup_tone2:

S
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Dear all,

Just to mention issue from one of the previous posts. Dezzer also, at my Samsung TV, displays only 25 favorite songs.

Cheers

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:

T
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Hi @Rudi 

Also unable to use Deezer on a Samsung smart TV running their latest updates. I've removed and reinstalled Deezeer multiple times and it just shows to be playing but the seeker/time doesn't move. 

Rudi
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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:

T
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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:

Hi Rudi 

 

Yes there have been multiple restarts of everything (tv/router) and still no luck. Been having this difficulty for over a month now. 

 

Looking forward to the updated TV app

Rudi
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Thanks for your patience @tobi0 

Yes, at the moment, there won't be a specific fix for this as we've dedicated development resources to the updates.

But, there might be a firmware update from Samsung that can help you or a factory reset. Have you tried reaching out to them?

C
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Uninstalled my app from the TV and reinstalled it with no joy. 

How do I get this app to work again? 

M

Have installed and reinstalled to no avail.

Deezer is up todate.

Was working upto a couple of days ago.

Is working on my computer and Roku.

 

Rudi
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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 

C
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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…

 

Rudi
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Thanks for letting me know @CLINTJ 

Did the problem happen after the firmware update or before? We'll let our devs know!

C
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Hi Rudi, not exactly sure as my TV does automatic firmware updates. So I don't know if it was a Samsung update that caused the issue or not. 

 

All I know is that it stopped working and simply shows a constant booting up symbol after the white screen whdn trying to open the Deezer app.

 

Hopefully your developers will fix this soon as I mainly only use my TV to listen to music at home with Deezer.

T

So my samsung smart TV stopt logging in to deezers re-installing dit not help  please help

Rudi
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Thanks for coming back @CLINTJ 

We're almost ready to release a new TV app update for Samsung TVs @Thijmenplat @CLINTJ. This will be a brand new app, so our team won't be focusing on fixing bugs to the existing one. But testing the new one and polishing it for you instead :thumbsup_tone2:

Thank you for your support!

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

 

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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Hey @BernardC 

We totally get you, apologies for the experience.

What I can assure you is that 2021 is the year we're focusing on reliability and connectivity, especially because of the issues you mentioned. Please bear with us, our investment is focused on improving the performance of the experience when listening to Deezer :pray_tone2:

C
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Hi Rudi, do you know when the new app will be available on the iOS store for android devices? 

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