Question

Streaming problem on Desktop app


Userlevel 1
Since 8. V., I started experiencing problems with listening music via Deezer desktop application, on PC. The problem is in frequent interruptions in streaming music.
This problem doesn't appear if I listen via Deezer's web site.
On Deezer's help chat I got advice that I should update Flash Player (although it wasn't necessary, since it is adjusted to update automatically), but after this the problem still existed.
Just for a testing my Internet connection, I tried listening music on YouTube, and there I didn't have such problem.
After this, I got another advice on Deezer's help chat: that I should try to uninstall Deezer desktop app, and install it once more.
I did it, but the problem continued to appear.
I even tried to empty Smart Cache, but it didn't help.

22 replies

Userlevel 7
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Since 8. V., I started experiencing problems with listening music via Deezer desktop application, on PC. The problem is in frequent interruptions in streaming music.
This problem doesn't appear if I listen via Deezer's web site.
On Deezer's help chat I got advice that I should update Flash Player (although it wasn't necessary, since it is adjusted to update automatically), but after this the problem still existed.
Just for a testing my Internet connection, I tried listening music on YouTube, and there I didn't have such problem.
After this, I got another advice on Deezer's help chat: that I should try to uninstall Deezer desktop app, and install it once more.
I did it, but the problem continued to appear.
I even tried to empty Smart Cache, but it didn't help.


Hi there, just checked and saw that you have the HiFi subscription. Might be a connection issue. Would you mind loweing the audio quality on the Desktop app and test again?
Userlevel 1
Dear Anja! Please don't understand me wrong, because despite all my respect, I have to say that it's not up to me to spend my time (which I already did enough) in solving the Deezer technical problem. I paid, and for that I expect adequate services. For now it is quite the opposite; I suffer from poor quality, losing my nerves instead to enjoy music.
Userlevel 7
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@dionisic As much as I understand the frustration, but we are not able to reproduce the issue here. And we don't have access to your PC to test these things. That's why we need your help here.

I hope you understand that.
Hi!
I am having the same issues on my desktop app. May I
ask what is the minimum internet speed required for listening to HiFi? It may be that
the reason is the low quality of WiFi at the location where I am having
problems.

A suggestion to the developers: the app should cash enough data in order not to interrupt streaming every two seconds, when the internet speed is low.

Regards
Let me add that when I am having problems with streaming, the WiFi Speed test result is 7Mbps download and 5 Mbps upload. That should be enough for streaming HiFi.
Userlevel 7
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Hi @Andraz.sonos that should definitely be enough. Can you tell us which version of the app you have and which operating system?
It's Windows 10 Pro and Deezer 0.6.2
Even though the reason may be a poor wifi connection, this wouldn't happen if the App would make a buffer for the next song while playing. It would have more than enough time download data for the next song. Now it starts downloading data only when the current song ends. Therefore each time a new song starts, the problems with interruptions start. It plays for a couple of seconds and then stops, anda again and again.
Userlevel 5
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Hey @Andraz.sonos! You should be able enforce "pre-loading" songs by increasing your smart cache in the app. Go to account settings>>app preferences>>smart cache. 🙂
Same problem with pc app ! I have Deezer HiFi but it doesn t work on the desktop app !!!
Userlevel 7
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Same problem with pc app ! I have Deezer HiFi but it doesn t work on the desktop app !!!

Hi Filip, and have you set the audo quality to the highest on the app?
Hey @Andraz.sonos! You should be able enforce "pre-loading" songs by increasing your smart cache in the app. Go to account settings>>app preferences>>smart cache. :)

The problem is not in the size of the cahe but the timing when the application starts to cahce. It should start to cache before the previous song ends playing. Now it starts to cache when the next song starts to play. The app should start caching a sufficient time before the current song ends.
Same problem with pc app ! I have Deezer HiFi but it doesn t work on the desktop app !!!

Filip, there are two options for desktop app. The one installed from Windows Store is a version from 2016 and from my knowledge it doesn't play HiFi. For the HiFi quality you should instal Beta version from the Deezer webpage.
Userlevel 7
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Hey @Andraz.sonos! You should be able enforce "pre-loading" songs by increasing your smart cache in the app. Go to account settings>>app preferences>>smart cache. :)

The problem is not in the size of the cahe but the timing when the application starts to cahce. It should start to cache before the previous song ends playing. Now it starts to cache when the next song starts to play. The app should start caching a sufficient time before the current song ends.


I see what you mean, but that's not intended on our side. And I'm not sure if all users would prefer this. This is not necessarily relevant for the Desktop app and Wifi, but some users might not want Deezer to preload tracks and therefore consume my data without even knowing if I want to listen to the song next 🙂
This might be the reason for now pre caching any tracks. But I'm happy to pass your feedback on to the team 🙂


Hey @Andraz.sonos! You should be able enforce "pre-loading" songs by increasing your smart cache in the app. Go to account settings>>app preferences>>smart cache. :)The problem is not in the size of the cahe but the timing when the application starts to cahce. It should start to cache before the previous song ends playing. Now it starts to cache when the next song starts to play. The app should start caching a sufficient time before the current song ends.
I see what you mean, but that's not intended on our side. And I'm not sure if all users would prefer this. This is not necessarily relevant for the Desktop app and Wifi, but some users might not want Deezer to preload tracks and therefore consume my data without even knowing if I want to listen to the song next :)
This might be the reason for now pre caching any tracks. But I'm happy to pass your feedback on to the team :)

Thaks for the prompt reply. I suggest to give to the user an option to pre-cache the next song in order not to have interruptions during play. Especially this is important for HiFi account, where there is a lot of data to be cached in order for the app to work seamlessly. The default could be "off" for those who don't want to use unnecessary data. However, if listening to HiFi, the data should not be the problem.
I would be very happy if you would pass this suggestion to the developing team.
KR
Userlevel 7
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Hey @Andraz.sonos! You should be able enforce "pre-loading" songs by increasing your smart cache in the app. Go to account settings>>app preferences>>smart cache. :)The problem is not in the size of the cahe but the timing when the application starts to cahce. It should start to cache before the previous song ends playing. Now it starts to cache when the next song starts to play. The app should start caching a sufficient time before the current song ends.
I see what you mean, but that's not intended on our side. And I'm not sure if all users would prefer this. This is not necessarily relevant for the Desktop app and Wifi, but some users might not want Deezer to preload tracks and therefore consume my data without even knowing if I want to listen to the song next :)
This might be the reason for now pre caching any tracks. But I'm happy to pass your feedback on to the team :)

Thaks for the prompt reply. I suggest to give to the user an option to pre-cache the next song in order not to have interruptions during play. Especially this is important for HiFi account, where there is a lot of data to be cached in order for the app to work seamlessly. The default could be "off" for those who don't want to use unnecessary data. However, if listening to HiFi, the data should not be the problem.
I would be very happy if you would pass this suggestion to the developing team.
KR


I see! 🙂 Yes, i'll definitely pass this on to the team 🙂 I'll let you know, in case I have any updates 🙂
I am having a simlier problem with inturption to streaming it will play a few songs and then just simply stop and then I have to start playing again could this be due to the advert trying to play as I am on free and it just sticks? I am running Windows 10 Home most recent version update and flash is updated automatically I also have Deezer desktop version 0.8.0. Any advice or tips would be greatfully appricated.
Userlevel 7
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I am having a simlier problem with inturption to streaming it will play a few songs and then just simply stop and then I have to start playing again could this be due to the advert trying to play as I am on free and it just sticks? I am running Windows 10 Home most recent version update and flash is updated automatically I also have Deezer desktop version 0.8.0. Any advice or tips would be greatfully appricated.

Hi there, is there the firewall or anti virus programm enabled? And if so, could you disable it for Deezer and test again?
Hi,
I have all my Anti Virus Shileds disabled and they do not start up with Windows. I will certainly have a play around and see if anything helps I am only running the Windows Firewall.

I am having a simlier problem with inturption to streaming it will play a few songs and then just simply stop and then I have to start playing again could this be due to the advert trying to play as I am on free and it just sticks? I am running Windows 10 Home most recent version update and flash is updated automatically I also have Deezer desktop version 0.8.0. Any advice or tips would be greatfully appricated.Hi there, is there the firewall or anti virus programm enabled? And if so, could you disable it for Deezer and test again?

Hi,
I have tried palying around with my firewall setting and there has been no change the glitch still happens it will play a few songs and then simply free with no further playback.
Userlevel 5
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could this be due to the advert trying to play as I am on free and it just sticks?
So you're using a free account? Please note that the beta desktop app can only be used with a paid subscription :)
Check for yourself here: FAQ desktop app
Hello. I currently had this issue (may 2019) and running the app as admin did the trick for me. I hope it helps someone else.
Userlevel 7
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Hi there @Huothar

Thank you for sharing! 😉

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