sonos deezer unable to browse music ?

@W.H. 

Ok, thx for your detailed information. So imho everything now looks like it should be… but for some reason it doesn’t work. 🤔 

You wrote that your accounts admin profile os working fine on the S1 system… what about using your friends account on your S2 system? Can you try this?

Is your S2 on latest firmware or has it an older version?

One last idea… what about region settings for your admin profile? What Country is set within Deezer settings?

And what country is set for your Sonos account?

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.

Any help will be appreciated. Can you do this?

I will send you a private message...

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!

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.

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.

All devices in the old S1 system were factory reset before handover. A new Sonos account has been created in the new S1 setup. Until today, we used the same Deezer account on both systems, logging in with different users. As I wrote before, I have already changed it. We now have two separate systems, two independent Sonos accounts and two different Deezer accounts under the same family plan.

@W.H. 

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

I can play music through Deezer, however I can't browse their libraries or get to their homepage on the Sonos app...

At the moment Deezer is working fine on my Sonos system. 
Maybe there was some improvement on the API they have been working on. In this case access can be linited for some ours.

Anyone still having issues?

@W.H. 

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 @Yula can help transferring the content. 

@Yula  Can I ask you to copy the Admin profile from my account to the test account I created?

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.

@Superschlumpf and @Yula  I will send you links to videos in private messages. Thank you for your good advice and willingness to help. I really appreciate that.

Just done… 😎

Deezer doesn't answer...

@Yula does know about the problem and is going for some internal investigations.  
😎

But it takes some time… 

Be sure they are aware of your problem. 

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.

@W.H. 

Would be the „quick and dirty“ solution. 😅

Hey there @W.H., sorry for the late reply I was trying to understand what happened with your ticket in Costumer Care. 

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. 

No problem. 

I've done it a few times already, did it again today. The problem still exists for Admin profile:

All other profiles work fine:

@W.H. 

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 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.

So weird @W.H., I don’t see anything on your account that would justify this… 

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. 

@Yula  I reconnected, nothing changed .

I have another idea what could be the reason for this behavior. I'll send a private message to @Superschlumpf  and ask him to forward it to you.