Stuttering/halting playback both in the browser and in the Windows desktop app

Hi ​@smiljko! Thanks for updating us!

Glad to hear it’s working again, even though it’s hard to figure out what exactly caused the issue. Sometimes things just fix themselves.

For anyone else dealing with this, checking your internet speed and making sure your setup is all good is a good start.

Thanks for sharing your experience, and hope everything stays good on your end!

I am back with the news, related to my post from six days ago. 

At the moment, it seems that problem has resolved by itself. So I considered it is fair to draw some conclusions. 

• The problem persisted for about a month, or so.
• I tried all the usual steps: restart of the PC (several times), installing a new version of Deezer app, cleaning the PC (registry etc.), reinstalling the drivers … nothing helped. As others, I also believe the problem is not on my side, leaving the possibility the problem to be from the internet provider side or Deezer. 
• I checked several times the internet speed, and found it to be fast and stable. This leads to conclusion that problems is on the Deezer side. However, the number of complains over internet seemed insignificant compared to the total number of Deezer users. This leads to the possibility that some strange instability occurred, affecting only some people for reasons that are not clear. I tried also to see if something is blocking Deezer (firewall etc.), but didn’t mess much about due to lack of IT knowledge required for digging deep in Windows services. 

As the problems seems gone (for no obvious reason, such as some major Windows update), it is difficult to know why it happened - and certainly it is not the nicest advice to hear: wait, and soon all will work as it should. 

So I can only suggest:

• Check PC as I did, just in case. (When it didn’t work, it didn’t work on two PC’s I am using at the same time - and the chance two PC’s, one running Windows 10 and one running Windows 11, are having at the same time the same driver/firewall/app-update problems, are unlikely. 
• Therefore, unfortunately, the advice is to wait for the problem to fix itself. 
• Check the speed of the Deezer download. If your internet is fine (stable and fast) and you see Deezer is struggling in download, then it obviously can not play flawlessly. This is to be sure you detected the problem. 
• Eventually, while you impatiently wait, you may download the music (even if struggling, it will eventually make it), and then listen to downloaded music.

I can not help any more than this, and I know it is not much. This is my experience, and your may vary. 

I am happy my Deezer is OK again, and I hope that anyone having problems will either fix it, or soon have Deezer running well again, with our without apparent reason.  

With best regards,

Smiljko 

For me, the problem seems to have gone away after disabling my DuckDuckGo Privacy Essentials addon, but while I’m glad it’s working, I am more than a little concerned about the growing number of protective extensions I’m having to turn off to make things work.

Same problem here! Extremely annoying. 

I am using Deezer premium subscription since mid 2020. I have never had problems until about a month ago and I don’t see any changes on my PC (drivers, etc.), and I have a fairly good bandwidth. 

Songs stops playing after some time, and everything freezes. Now, the only way I can listen to anything is to download the music, and then listen it from the download folder. Of course, I can not do this with the Flow music (very annoying! as I listen to Flow channel a lot). 

I removed the app, cleaned the PC (registry etc.), installed a newest version - and nothing helped. The same thing happens regardless if I use app or browser (Brave). 

Finally, the problem is (probably) also clearly visible when I try to download the music (which I haven’t ever done before) - the download can go fast, and then freezes too, for a while, then it continues, then it freezes, then continues. So after a while, it is finally downloaded, and then only I can listen to music normally. 

I see no obvious reason that a problem might be on my side, and I will not be able to tolerate this for a long time. 

While I understand that a problem might be difficult to resolve, there is no way so many users with different PC-s have similar issue. 

Assistance and advice is needed please, and fast. 

Thanks,

Smiljko 

​@sushigal007 I am sorry to hear that.
Would you be able to share a screen recording with the problem that you mentioned in order to send it to our devs and be able to help you?
Thanks 

I’m having problems too on Windows 10 with Firefox, deezer freezes between tracks constantly, sometimes it’ll start after a few seconds, other times, it won’t until I hover over the tab. Pretty annoyed because I never had any problems at all until a few months ago when uploaded mp3s stopped working, and now that’s fixed, I still can’t listen to my music properly.

Same issue here, Windows 11 - 24H2
Deezer App 6.0.220
It’s simple if you ask me, you need to add a buffer setting, and I want to increase that. 

Why is it real things that would help you don’t seem to want to code, but you have weird music share crap?

Add to that it’s been over six years since you should have introduced landscape in player mode on iOS, not to mention your lack of simple understanding of iOS widgets, it’s really weak. The share that doesn’t open to my iOS topics so I have to click twice? 
You still do not handle video?  Look, I’ve been a long time user, and I’m not saying I’m leaving, but let’s get some coders and do some things that we actually need?  Windows App needs a buffer that can be set, that’s like a basic in all music wrappers / programs.

@Jaime.Deezer I actually just got off from a chat with a real tech support person regarding the same issue which was experienced by @dirtyPICKLE . I was suffering from massive stuttering with the Deezer desktop app on Windows 11.

It has been playing fine for the past 2 years, and my connection is similar to his ( 1Gbps ). However, since the past few days, Deezer playback on the Windows app has been acting up -- it plays, stutters, then stopped altogether.

Then your tech support colleague recommended that I tried playing it on the web browser. I tried DuckDuckGo -- the same issue occurred.

However, things improved when I started logging in Deezer and playing Hifi music via Firefox v. 126.0.1 (64-bit). It has been great so far after a few songs, but i am getting the problem again

Conclusion: I am still flabbergasted when the sudden issue with the Deezer desktop app as this never happened before for the last 2 years.

Hi @dirtyPICKLE I am sorry to hear that.
Does this happens on the web version or just on the desktop app?
Would you be able to provide a video reproducing the problem in order to show it to our devs?
Thank you very much for your help (and support) and apologies for the inconvenience

Ok. I'm stressed out. I listen to Deezer 10+ hours a day. However, as of tonight, if I try to play music from the PC app, it stutters and pauses and skips. It's UNUSABLE NOW. I'm not mad. Please don't think I'm in here trying to be rude. Not at all. I'm more panicked than anything else lol. Everything is updated and all good. I deleted the app and reinstalled it also. My internet is showing at 1.3gbps so it's not that, and it's definitely not the hardware. So, I guess the question is that in 2024 is there no fix for this issue STILL?? I love Deezer and I recommend it EVERYWHERE that I go. But umfortunately, if I can't get it working in a relatively quick amount of time, I'll have absolutely ZERO choice but to switch. I'm not doing all this stuff in silence *shivers audibly* no way. Lol. 

Info:

Windows 11

Asus

ROG

Strix Scar

Intel 12th Gen i9-12900H

NVIDIA GeForce RTX 3080

64gb DDR5 RAM

I fixed my issues by allowing connections to Braze. It seems to be commonly blocked by ad blockers etc. (tho it still doesn’t quite make sense why the media stream would depend on that connection?!) Do you know if you have any form of ad blocker on your device, firewall, DNS service etc.?

I’m having the same problem, music stops every few seconds in both browser and mac app. I cleaned cache and re installed the app, also changed wifi network which seems to work for some minutes but then it keeps stopping.  I’m not having the same issue with other streaming services, so I don’t think is my connection.

Any solution? this is very annoying.

Just a quick update. Since I unblocked the connection to Braze a couple of weeks ago, I haven’t had a single playback issue. Sounds a bit nuts that the connection to Braze would somehow interfere with the media stream though?! =)  

Could of course be something else as well.. I think there’s been at least two updates to the Windows app over the last two weeks which could have included fixes for the media issue.

I have also seen that message about not being online in the web player and still had uBlock origin enabled as an adblocker for Deezer which I don’t need as a HiFi customer anyhow. So far I haven’t seen that offline message again since using the web player due to its new gapless playback ability.

Since I use nextdns.io which includes ad blocking, I had a look and yes, there’s a blocked DNS lookup about every 10th min to Braze. After whitelisting it, I no longer seem to get the offline message since yesterday. Actually, I haven’t had any pauses either but it would be a weird if the connection to Braze would impact the media stream. =) Deezer can work flawlessly for days and then all of a sudden I will have a few hours with constant pauses. I’ll keep an eye on it and will report back.. 

Thanks @bluezzbastardzz !

In another thread about web player issues someone mentioned that Deezer uses the customer engagement platform Braze which may be blocked by an adblocker. Maybe try to disable your adblocker in case you use one and check if the message about not being online disappears.

It’s Monday at 12pm in NZ now and Deezer was working 100% until now.. until 5 min ago, then every song I’m playing is stuttering, the song I played now just stopped for 30 seconds. I also noticed the “Your computer seems to be offline message” in Deezer popping up.. which is certainly not the case as I can stream 4k videos through Netflix and Youtube, I have checked and I have 0 network drops to various places using a continuous ping. It’s basically just Deezer that believes I have no internet connection. 

Let me know if I can submit any logs etc. to help troubleshooting!

Oh, I was going to open a new issue for this but looks like I’m not alone… (great! =).

I have the same issue, song just pauses for multiple seconds 10 times per song. It started happening a few weeks ago.. it feels like it’s mostly during my work day as well (I’m in New Zealand). Evenings seems to be working Ok which might make sense if it’s a scalability/load issue as Europe wouldn’t consume much traffic at that time. I should add that I’m on a 1Gbps fibre connection and all other services work without issue including 4k streaming video from around the world. There are 0 dropouts on my network connection to various points around the world.

I have tried uninstall/reinstall, clear caches etc. But.. this is happening across all my machines as well as my Sonos devices. Desktop and Web player both have the issues. When it starts happening, Deezer becomes unusable.. as a temporary workaround I have had to start downloading my playlists on my Windows 11 desktop. Of course, that doesn’t work on Sonos.

One question I do have, in all my Windows desktop apps, App Preference just shows Smart Carche as 0 Bytes. There’s no capability to select the amount of cache. Is that as per design? Is the desktop apps not using Smart Cache?

Desktop version: 5.30.310

Same issue here, on Windows 10. Deezer, this is ridiculous - don’t suggest clearing the cache etc, that’s clearly not the issue

Same issue, and not consistent. It is driving me nuts. Both the Windows app and webbased (Firefox/Chrome). No audio issues on anything else when it happens either.

I did notice that any input into Deezer is also greatly impacted when the stuttering start happening. It becomes near impossible to adjust the volume slider or skip song / go to a different playlist etc.

I’m having this problem too. Started a couple of days ago. The problem has been troubleshooted to the max. (There are 3 IT guys in my house.) No solution has been found. I’m paying for premium but not anymore.

Sorry Deezer, was loving your service but if I can’t actually listen to the music, I’m taking my money elsewhere.

Sometimes I suffer from the same problem. Apparently the song doesn't manage to download completely and there are small stops (looks like a buffer problem)

Hey @Marbz Mmc do you get any error message it just stops for a bit and then keeps playing?
Does this happens in the desktop app as well?
Thanks 

Deezer is very laggy and keeps stopping today when playing music from the browser. I already cleared the browsing data & cookies but still the same. why is it like this? And I what to use the chrome browser only.

Hey @Rox999 

Sorry to hear that. Could you please give us more details? Device, OS and Deezer app version would be useful.

Have you also checked if you have a battery-saver setting on, on your phone?