Suddenly unable to access Deezer via Sonos. Error message says “Unable to browse music”. I’ve updated both apps, reauthorized Deezer to run in Sonos but still nothing.
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Userlevel 7
+5
- deezer "Sonos/Master" Legend
- 391 replies
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3 April 2023
Yeah… 😎
I‘m very happy to hear such good news. Thanks for being patient all the time…
If there‘s anything you need further help, don’t hesitate to ask again.
regards
Ralf
The problem seems to have been solved, although I don't know how.
Deezer support asked me to upload videos of me adding Deezer profiles to the Sonos app. Once again, I deleted all Deezer profiles from Sonos and started recording videos.
The iPhone application did not allow me to add an admin profile, as it did many times before. Android added this profile until today, but I couldn't browse music. This time, after adding the admin profile on Android, everything started working.
Userlevel 7
+5
- deezer "Sonos/Master" Legend
- 391 replies
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2 April 2023
Hey… i‘m so sorry for all the trouble you‘re having with this. Thanks a lot for testing everything, but i really think switching to the new account you have created is the best idea. I hope
Make sure all the apps are updated, if nothing works still we might have to copy your music to a new profile in the family account.
I took one of my Era 100 speakers to the house of a friend who has never used Sonos and doesn't have a Deezer account. I reset the speaker. I installed the Sonos S2 app on his phone. I created a new Sonos account for him, launched a new Sonos system in his house. I added an Era100 speaker to this system, then tried to add my Deezer account to his system. When I authorized myself with Deezer and chose the Admin profile to add, I was supposed to switch to the Sonos app and use that profile. The window to add an Admin profile did not appear in the Sonos app. As I selected a different profile, I added it without a problem. When I wanted to add an Admin profile again, Sonos added another free profile, not yet added to this system.
To sum up - the problem is with any Sonos S2 system to which I am trying to add my Deezer account.
It seems to me that the key to solving my problem is in the answer to the question of what is the difference between adding a Deezer account to S1 and to S2. Sonos says there is no difference. For me it is, because in S1 everything works fine, in S2 it doesn't.
I have another idea what could be the reason for this behavior. I'll send a private message to
Userlevel 7
+10
So weird
I have cleared the cache on your back end, can you try reconnecting again now?
Make sure all the apps are updated, if nothing works still we might have to copy your music to a new profile in the family account.
Hey there
No problem.
Before you transfer your content please reset the password of your Deezer account:
https://www.deezer.com/password/reset
Then log out and back in your account on the Sonos app.
I've done it a few times already, did it again today. The problem still exists for Admin profile:
All other profiles work fine:
Userlevel 7
+10
Hey there
Before you transfer your content please reset the password of your Deezer account:
https://www.deezer.com/password/reset
Then log out and back in your account on the Sonos app.
Userlevel 7
+5
- deezer "Sonos/Master" Legend
- 391 replies
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28 March 2023
Would be the „quick and dirty“ solution. 😅
The simplest solution that came to my mind is to copy my existing account to the one I ran for testing. It wouldn't explain the cause of the problem, but it might allow me to use Deezer on Sonos without any problems.
Then I would delete the old account and only use the new one.
Userlevel 7
+5
- deezer "Sonos/Master" Legend
- 391 replies
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27 March 2023
Deezer doesn't answer...
😎
But it takes some time…
Be sure they are aware of your problem.
Deezer doesn't answer...
Userlevel 7
+5
- deezer "Sonos/Master" Legend
- 391 replies
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25 March 2023
Any help will be appreciated. Can you do this?
Just done… 😎
Any help will be appreciated. Can you do this?
Userlevel 7
+5
- deezer "Sonos/Master" Legend
- 391 replies
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24 March 2023
Thanks for the feedback. That is also my conclusion. Let’s push this to
Sonos has definitely identified the cause of the problem on my Deezer account side.
I created a new Deezer account with family plan for testing, added it to my S2 and all members profiles including Admin work fine.
The problem is clearly specific to my account.
I will write again to Deezer support asking for help in resolving the issue.
Userlevel 7
+5
- deezer "Sonos/Master" Legend
- 391 replies
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24 March 2023
I will send you a private message...
Good choice…
I will send you a private message...
Userlevel 7
+5
- deezer "Sonos/Master" Legend
- 391 replies
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24 March 2023
You‘re welcome…
Do you have a case number from Sonos support team? Have they done some diagnosis of your system?
I talked about your problem with my buddy from german Sonos support team and he can take a look at your case if you like.
I thought about it. I'll give Sonos support a little more time, if they don't come up with anything, I'll do it.
Thank you very much for all your advice and suggestions!
Userlevel 7
+5
- deezer "Sonos/Master" Legend
- 391 replies
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23 March 2023
Thx for the feedback… yes, Sonos support is really great. 😎 But in comparison with Deezer support, to be fair, they have much more manpower. Deezer hasn’t got a live technical support. They have to send the incoming cases, that need deeper technical investigations, to the developers and wait for feedback. This takes some time…
What about creating a new account and signing up for a different one month free family account?
This could help to find out if it’s a general problem with your Sonos system or if it’s a special problem of your existing account or admin profile.
I've been talking to Sonos support for three days, Deezer support for two.
I spoke with Sonos support over the phone for 1.5 hours, We have sent each other 40 emails so far. My problem will be escalated to the second line of support. I am impressed with how they care for their customers.
I can't say the same about Deezer's support. After my application, I got a confirmation of my application almost immediately, I was offered one solution, which did not work. I described this in another email to support and got no response.
I will let you know how I finally manage to solve this problem, what was the cause of it.
I've changed my password several times, but I haven't changed my login.
Userlevel 7
+5
- deezer "Sonos/Master" Legend
- 391 replies
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23 March 2023
Ok, i think without support help we can’t solve the problem.
I got an answer from my Sonos contact and he suggests to reach out Sonos support team by phone. They can do some system analysis and dig deeper into the problem. Also they probabely can install a Deezer test account on your system to compare the situation.
But also please reach out for Deezer support and tell them about the problem. Maybe they can take a look at the family profiles and reset your account.
Btw… did you try to change your password and login with a new one?
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