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I'm unable to play any song on my Onkyo amp

K
Runaway Baby

I have an Onkyo TX-NR7100. I can log into the Deezer app and browse my content. However, trying to play anything results to a "Playback error" on the amp. I have tried logging out and logging back in, with no success. I have tried pulling it out from the mains, waiting for a minute, then plugging it back in. Still no go. All other functionality with the amp works. Spotify, Chromecast, etc works. Deezer was working until around early June. I don't want to do a factory reset on the receiver as it's quite a bit of work to calibrate the speakers.

On my phone, the Deezer app works fine with no issues. So, at least I know it's not my Deezer account.

Best answer by Leonídia.Deezer

Hello @kagenokurei this troubleshooting that I shared is to perform inside the Deezer app. 

Nevertheless, after rechecking this post, I understand the issue happens inside Onkyo. 

So as I mentioned, recently Onkyo app and some issues with users not been able to login due to a missing security certificate, that Onkyo fixed after.

But you mention a “playback error”. In this case I would advise the following steps:

  • Clear cache/Data in the Onkyo app 
  • Unlink Deezer service and link again
  • Unpair all devices and pair them again
  • Uninstall the Onkyo app and after rebooting the phone, please install again
  • last resource as you said, a factory reset

Also I would recommend for you to open a ticket in the Onkyo Customer support if the issue is not fixed with the steps above and if they need support from Deezer, they can reach us directly.

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2 replies

Leonídia.Deezer
Alien SuperStar
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Hi @kagenokurei, sorry to hear that you're experiencing this issue.

In the past two months, Onkyo had a server issue, but it has been resolved now.

I suggest trying the following steps:

  1. If your device is in battery saving mode, please turn it off while performing this test.
  2. Open the Deezer app ➡ Gearwheel in the top right corner ➡ ➡ Data and storage ➡ Clear all.
  3. Stay on the Data and storage page and under Smart Cache, slide the marker to the left to 32Mb, then slide it to the right to 2GB (or up to 10GB if your device has that much storage).
  4. Tap again on the Gearwheel in the top right corner ➡ Log out at the bottom of the page.
  5. Turn off your device for a few seconds, then turn it back on.
  6. Log in to Deezer with your email and password.
  7. Stream a few songs and navigate within the app.

⚠ Please note that your downloaded music on Deezer will be deleted, but you can easily re-download your favorite playlists and albums from your Favourites.

If the problem persists after following these steps, please record a video showing the step-by-step process you take to log into the Deezer app. This will help us better understand and resolve the issue.

Thank you for your patience and understanding.

Leonídia.Deezer
Alien SuperStar
Forum|alt.badge.img+6

Hello @kagenokurei this troubleshooting that I shared is to perform inside the Deezer app. 

Nevertheless, after rechecking this post, I understand the issue happens inside Onkyo. 

So as I mentioned, recently Onkyo app and some issues with users not been able to login due to a missing security certificate, that Onkyo fixed after.

But you mention a “playback error”. In this case I would advise the following steps:

  • Clear cache/Data in the Onkyo app 
  • Unlink Deezer service and link again
  • Unpair all devices and pair them again
  • Uninstall the Onkyo app and after rebooting the phone, please install again
  • last resource as you said, a factory reset

Also I would recommend for you to open a ticket in the Onkyo Customer support if the issue is not fixed with the steps above and if they need support from Deezer, they can reach us directly.

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