My Deezer favorites are disappearing

Hi @Richard Sweet ,

Just to clarify how many favorite tracks do you have total? 

Thanks

Hello @testingcommunity could you please login to your Deezer account on a PC/Mac and let me know if you see a different number of favourite tracks than you see on your iPad or iPhone? 
If so, could you send me a screenshot?
Thanks :)

Found another issue today, when a song was playing, which I knew I had added, so I checked the number of fav songs and now it was down to 2940. When I refreshed the favs list, it showed 2945 though (same behavior on iPad and iPhone).

When I added the song again to my favs, my iPhone showed 2941 songs. I have no clue what is happening, but favs for some reason are definitely lost over time, which is extremely annoying, especially with some of the more obscure stuff that I would like to listen to in flow sometimes, but which gets lost this way.

Screenshots attached.

I totally get it. I just hope that the issue can eventually be identified and resolved. 

Today, I found two more songs that just disappeared from my library and that I had to re-fav. I'm listing the, here, in case that helps to narrow down the issue. I have no idea what kind of logging is done, but maybe you can see me having added the songs in the past and the moment that they were dropped 🤷‍♂️

The Kooks - She Moves In Her Own Way

NERVO - It Feels

This same issue is happening to my account now, and I’ve been able to confirm it by making playlists that only contain favorites. When I check these playlists after some time goes by a few songs are no longer favorites now. This has not been fixed with any app updates, and given that I pay for this service it is disconcerting that the problem continues to exist after 2 years. 
 

Been noticing this too. This should really be elevated. Especially considering the 2k song limit per playlist, I have to use the favourites as my new playlist… (10k limit)

For reference I use an android (Samsung S22+) + windows (10) app.

I’ve noticed a slight discrepancy in the # of songs in the favourites between the windows app and my phone but when I actually click into “Favorite Tracks” on the phone, and swipe right for the tracks, length, etc, it has the right number.

I am becoming increasingly frustrated with this issue, which I have now been suffering for years.  If you guys won’t take this seriously, serious music fans will eventually leave.  I listen to thousands of tracks per month across multiple platforms and add only a few select tracks per month.

When one disappears, how is a person reasonably meant to find it ever again?  Luck??  And how should they know to re-add it when they don’t know it’s disappeared until some random chance moment that it features again but they find it’s no longer in the playlist???

Your support page states;

“This can happen if licensing agreements with the artist, label or right holders have changed.“

But the tracks going missing are still available to re-add to the playlist and aren’t greyed out due to some licensing issue.  This suggests there is more to the issue than your support page is letting on and, seemingly, suggests you’re making excuses on your support page for a known issue.

Could you clarify how and why licensing agreement changes should remove tracks from a playlist if the track is in fact still up?  That sounds like a back-end design issue with database coding which really ought to be fixed.

Outside of tracks being taken down by the artist, or a licensing agreement by region affecting the issue, I can't really think of many scenarios where this isn’t some back-end issue; even to the point that all you really need is an additional column controlling the availability of the track (as I expect you do with region licensing) to save the track as ‘not available’ but keep it in the users list so that if it ever comes back online, you aren’t placing the burden on your users to figure out an issue that would take your engineers hours, or days at most, to create a fix for.  I mean, honestly, if it’s licensing but the track is still available just the rights have changed, but the track is still available within that region, how is that an issue that should even come within your consumers’ eye-line??  That should be totally invisible to end-users.  Could you clarify how and why licensing agreement changes should remove tracks from a playlist if the track is in fact still up? 

Is there a way I can copy all my tracks from my playlist so that I can paste the information as text?  A .csv (extractable file) would be a dream come true and if you can do that please do, but failing that, can you offer me a solution where I can just copy the information from the playlists?  I bet if you ask your engineers one of them could give a quick-fix solution as to how one might achieve this.  I’m very frustrated with this issue now, as I hope you can tell by the length of this message.  Ideally, I’d like you to fix this issue for everyone, but in the interim I will manage this issue myself if there is a way I can copy my playlist information, but your online page and your apps will not allow me to select the full text in the playlist, I only managed to copy 70 tracks into Excel.  

To recap what I’d like you to answer, please:

1. Could you clarify how and why licensing agreement changes should remove tracks from a playlist if the track is in fact still up? 

2. Could you clarify how and why licensing agreement changes should remove tracks from a playlist if the track is in fact still up? 

3. Is there a way I can copy all my tracks from my playlist so that I can past the information as text? 

Q3 is probably the most important for me right now because I’m at the end of my tether with losing my tracks.  I can create a solution for myself in seconds and with very little labour on my end… it’d probably take me less than 10 minutes per month to review all my playlists containing about 5,000 total tracks and re-update them with missing tracks.  For the sake of my sanity, that is a price I would gladly pay, every month, until you’ve fixed this issue - or even for the rest of my life if you didn’t, but please help me because I’m going to go insane with this issue and also start looking for a new provider if you don’t provide me any help whatsoever, or don’t take the care to reply.

@Leonídia.Deezer 

Thanks for the reply.  You are correct, none above 2,000.  However, tracks keep disappearing.  On the same day I wrote that reply I found one track that had been removed from my Chill playlist that has been there forever… 

Deezer does allow users to export files to another source so you do already have this capability.  Notwithstanding I am working on a solution on my own to track my files and I will be building a report on tracks going missing (which I’ll happily publish) because it’s simply not the case that it’s “all good there”.. it’s not all good whatsoever when your users are losing data unnecessarily, but if I can help I will.

@Leonídia.Deezer 

I’ve created a system of pulling the main playlists and checking the numbers now, which I’m going to track probably monthly, but if a track is found missing in the first month I’ll go down to weekly.  Also have a hard-copy of the original list of tracks so any new tracks being added will considered in the numbers so as not to distort the data - but also, vice versa, will be able to see exactly which tracks went missing, add them back in, and log the tracks that went missing.

Now we’ll see if it's the case that tracks are completely disappearing from the playlists, or if this is a more nuanced issue like cross-platform synchronisation, or similar.  

To those having issues with favourites, I can’t do this check against my own favourites because I use “favourites” differently, but it’s essentially just a playlist too, so this process should validate favs going missing too.

Hopefully I’m proven completely wrong but at this point I’m doubtful - given it’s not just me noticing this oddity with playlists.

@Leonídia.Deezer 

Yep, will do.  I’ll provide whatever findings I discover whatever the case.  I’m experienced in troubleshooting so totally open to the possibility I prove my own theory wrong here, but there’s definitely some incongruity occurring - whether by cloud/cross-app synchronisation or some other discrepancy.  Whatever the case may be, once I have some tangilble info/data for devs to explore, I’ll ref you back into this thread.  Until then, all the best and take care ^ ^ 

Just an example of songs that came up via Flow without a heart while playing, despite still being found in my favs. I've 'hearted' them again. Just weird and frustrating.

 

@Leonídia.Deezer 

This is the same issue transposed on onto the favs section.  It seems like the issue doesn’t relate to the tracks disappearing, but the “heart” and “tick” icons not registering at the album source and then not refreshing… or something like that

Hello @Anon thanks for sharing all these details. regarding this duplication of content it has to do with track under different ID.

Let’s take one example from album Athena - track Iceland Moss.

This album was distribute first through Provider PIAS and them was taken down. Now we have the same album available but from provider Stones Throw Records, LLC.

So this means the same track has two different id’s - https://www.deezer.com/us/track/739390132 and https://www.deezer.com/us/track/745553912. 

One is favorite and other isn’t according to your playlist “Chill”. If you play any of the tracks it always redirects to the only available 739390132.

Technical speaking should be impossible to have two tracks with same ID on the same playlist (you should receive a notification saying track already exists)

You can check ID of tracks, by copying/pasting the link that we provide under option “Share”.

Let me know if this info is not correct or if you have found two tracks with same ID.

@Leonídia.Deezer

I’ve drilled my playlists to see how many times duplicates might be occurring.  To qualify, the track must feature in the same playlist, have the exact same track name, and have the exact same album name. 

Duplicated tracks:  112

Triplicated tracks: 3

I’ve checked several of these and all except one went to the same album.. i.e. as you have suggested, you’ve changed distributors, however the track ‘tick’ has then appeared as though it’s no longer in my playlist, so I’ve re-added it.  Seems like this issue is a lot bigger.

See attached file below for a full list.

Here’s another issue:  (this is the one exception noted above)

If you look for this album on James Blake’s page, you will only find one of this album, which contains 13 tracks.  However, in my playlist you can see I have this duplicate issue, but these are both unique albums.  The 12 track album does not link to the 13 track album, but it also does not exist on the artists discography page??  Both of them uploaded in the same year.