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Guitar Hero
Panthera Onca
Guitar Hero
April 20, 2022
Answered

Clicking on search result plays wrong song

  • April 20, 2022
  • 29 replies
  • 672 views

I have a Family account with an Admin profile and 4 individual profiles (one for each family member). When in any of the individual profiles, if I search for a song, then click on the result, it does not play that song. It plays a completely different song. If I click on the result again, it will play a new, different song.

Example: I search for “Yellow Submarine”

Under Tracks, the first result is “Yellow Submarine” by the Beatles. I click on that result and it plays “Eve of Destruction” by Barry McGuire. I click on Yellow Submarine again, and it plays “I Want to Hold Your Hand” by the Beatles.

The incorrect songs are always in a similar genre, so my guess is that my search is creating a Track Mix, and just skipping to another song in that mix. But why is this happening, and how can I fix it?

Some additional details:

  • It only happens in the individual profiles of the Family account. If I go into the Admin profile, search behaves as expected. This is a bit of a workaround, but I pay for a Family account for a reason, and it hasn’t worked right for more than a month now.
  • It happens on both mobile app (iOS) and desktop browser (Windows 10, Firefox). On mobile it happens on every phone and every individual profile. The app and the iOS are fully up to date on all devices, and I have tried uninstalling and reinstalling the app, and have restarted the phones.
  • This is a constant issue, not an intermittent one. Search has completely stopped working for us on the Individual profiles.

Any suggestions would be very appreciated!

    Best answer by Matt Gray Brush

    Hi Jamie! Wanted to let you know the issue is now resolved on my end! No more problems. Thank you so much for your help!

    Awesome! Really glad to hear it. I’ll make sure everything is updated next week on the app store/iOs end and if we have further issues I will let you know. We do have a family plan so that checks out. Thanks @jamie, appreciate you sticking with us. 

     

    29 replies

    Show previous replies
    Roadie
    Aubrey Barker
    Roadie
    April 23, 2022

    Here is an additional video that I'm seeing as well. Also on family plan and this is my kids device on iphone https://memberpages.s3.amazonaws.com/lbb4zi8isp-deezer-lc3zb40c2m.mp4

    Guitar Hero
    harmonicajoeo
    Guitar Hero
    April 26, 2022

    I’m having same problem and can’t get any help. I’m going to have to cancel my family plan if I can’t resolve because only can search and play a song I want, my family members search and select a song and a different song plays.

      Jaime.Deezer
      Community Manager
      Jaime.Deezer
      Community Manager
      April 27, 2022

      Hi all, Apologies for the delay and thanks for the videos.
      I have informed our devs and they are investigating right now.
      As soon as I hear back from them I’ll update you.
      Thanks for your patience :)

        Guitar Hero
        harmonicajoeo
        Guitar Hero
        April 28, 2022

        No, unacceptable. If you charge me for a family plan, it is unacceptable that you do not have it working. My family members weren’t able to play a song that they selected. I. Have cancelled Deezer and am seeking a refund. You can’t resolve this or even come up with an alternate fix. I would be embarrassed if I were you. I had a suggestion, since I was paying a premium price for family feature but family members were not getting all the features, that you could instead give them their own full accounts separate from a family plan.

         

        anyway, I’ve given you enough time to resolve this, I am done with you.

         

        Joe

          Guitar Hero
          Panthera OncaAuthor
          Guitar Hero
          April 29, 2022

          @Jaime. Thanks for the update, and for sending this information along to the devs. I understand that it may take a little time to resolve the problem, but also hope they can move on this quickly, because it really is limiting Deezer’s functionality for me.

          However, since I started this thread, I do take some issue with it being marked as “Answered.” You’ve passed the problem on to someone else, but the problem hasn’t yet been resolved. Until there’s an actual fix for this issue, can we leave this question as unanswered?

          Thanks.

          Jaime.Deezer
          Community Manager
          Jaime.Deezer
          Community Manager
          May 1, 2022

          Hello @Panthera Onca thank for your patience. I have asked for an update regarding the problem.
          The question is marked as answered with the best available response. Then any other affected users will be able to get that info easily, and in this case get to know that we are investigating and will update affected users as soon as there is a fix.
          Apologies again for all the inconvenience and I hope I can share good news soon.

            Guitar Hero
            John Dudley
            Guitar Hero
            June 7, 2022

            Hi all, Apologies for the delay and thanks for the videos.
            I have informed our devs and they are investigating right now.
            As soon as I hear back from them I’ll update you.
            Thanks for your patience :)

            I’m experiencing the exact same issue using my iphone12. I’m a profile on my wife’s family plan. But when my wife follows the exact same steps as I did, on her iPhone 12, it works perfectly for her. Why does it not work for me to play the track I select?

              Hitmaker
              Matt Gray Brush
              Hitmaker
              June 23, 2022

              I continue to have this issue and have since I started my deezer family plan account. I have an iPhone 8. @Jamie if it’s helpful please let me know what troubleshooting info I can provide. 

              Jaime.Deezer
              Community Manager
              Jaime.Deezer
              Community Manager
              June 24, 2022

              @Matt Gray Brush could you please confirm what iOS version do you have and if you have the latest version of the Deezer app?
              Could you also try on web version and desktop app and let me know if you experience the same problem?
              Thanks 

              Hitmaker
              Matt Gray Brush
              Hitmaker
              June 26, 2022

              Hi @Jamie, iOs 15.5 and current Deezer as well. It does appear to only be affecting my mobile account. 

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