Deezer search issues

​@Corry P 
Not sure if this is relevant but the Windows desktop app (81.1-58074) no longer connects to Deezer. 
 

Hi ​@essenby 

Sorry to hear of this extra issue you are experiencing. Please try removing your Deezer account from your Sonos system, and adding it again:

Remove a music service account from Sonos

Add a music service to Sonos

I hope this helps.
 

Thanks for the update and the acknowledgement that there is an issue. No estimate for a fix doesn’t fill me with confidence so while I’m glad the issue as been identified not sure how this helps

Why are updates being released without the proper testing? Is this kind of thing being fed back? There seems to be a huge lack of quality when it comes ti regression testing

wouldn't it be great if SONOS released the old version of the app before it all started going wrong so anyone who chooses could go back to having a system that actually worked? 

Hi ​@Gatchaman 

All good questions!

It may help some to know they can cease troubleshooting - no need to try a router reboot if we’ve identified an issue.

There are hundreds of music services available on Sonos and we cannot test them all prior to every software release. Even if we could, we are not responsible for each service’s implementation - they are responsible for writing the code that will interact with our API (Application Programming Interface) and theirs. This is how we are able to support so many services.

Not really - there have been multiple speaker firmware updates since the new app came out. While the older version of the app may still be able to perform some functions with some speakers, it is no longer comprehensive, and has no support whatsoever for newer products. We did look into doing this a couple of months ago, but we determined that it would not have gone well at all.

It's Amazing,they fixe one bug and 2 others appears each times

Very good that the issue has been acknowledged and is being worked on. This is seriously impacting for all the people using Deezer as their streaming service, I hope the urgency has been recognized internally at Sonos. We are looking forward for a prompt resolution!

Same problem here also since nov 19th. I also have random error messages when on the Sonos home page and clicking on the purple heart to enter Deezer. It takes few seconds to enter in and randomly, it doesn’t enter in Deezer and have a message that an error occured. I have to go back and try to re-enter in Deezer by clicking the purple heart again. Sometimes, it takes 5-10 times before it enters and I can access my playlists, etc.

I’ve been having issues since day one with the new app. The worse thing is that I contacted the support yesterday for the search issue and the guy made me loose my time for 45 min trying to make me do things that never worked. He let me know that he wasn’t aware of the issues. There are Sonos rep in here and I’m sure they all know about this issue with the Deezer search. Why make me loose my time instead of juste telling me “We are aware of this issue, we are working on a fix. For now there’s nothing you can do to fix this” Insteasd, he played the innocent guy like it was the first time he geard about this issue.

Sonos, once you were the reference company but the way you handle this app issue is completely unacceptable. I feel like you’re laughing at my face and not taking this seriously. I’ve been a Sonos customer for a while but now, I’m thinking about selling my system to go with another company. But hey, I’m just a small customer, ytou don’t care if I’m not a customer anymore…

Sorry, I’m really pissed. It used to work flawlessly and now, I see what company Sonos really is. It’s easy to project the image of the perfect company when everyhting is going well. But it’s in this kind of situation that you see if a Company is really caring about their customers.

Hope this gets fixed soon because I’m having issued since may and I’m seriously thinking about selling my system.

Just seeking some clarity here. You are saying Deezer have changed the code that interacts with the Sonos API, and that is what has caused this fault in the latest app update. Because Sonos don't test the app to see if it can actually play music or in fact even have an active test account, then this isn't a Sonos problem. Correct?

Hi ​@Wedge79 

No, you have misunderstood what I meant. I don’t know what the problem is or why it is happening - we have literally only just recognised that there is a problem. If this behaviour coincided with an update to the Sonos app, then it seems likely that the issue was not due to a change that Deezer have made. But, to be clear, I do not know.

I was responding to a general question relating to all music services and updates, not to this issue specifically.

We do have Deezer test accounts, but, presumably due to them being used on multiple systems/IP addresses in multiple countries in a small amount of time, the accounts have been locked, probably by an automated process. We have asked for them to be unlocked, but this is not something that we can do ourselves. 

Hi,

I removed Deezer et add again, follow exactly what you suggestion. The problem is still there.

thanks

Same issue, please fix as soon as possible and announce when rectified, your customers shouldn't have to come to these community pages a day after you know about the fault. An in-app message would be good rather than telling people to remove and re-install Deezer

​@Corry P 

Okay, I appreciate you're trying to give context to the complexities of the programming challenges you face.

How streaming services interact is absolutely central to the Sonos system. If they don't work, we all have a lot of expensive black and white functionless plastic boxes in our homes. Like it or not it's the playground Sonos has chosen to play in.

Without exaggeration Sonos has garnered the worst reputation in the tech industry for cataclysmic app updates and wretched tech support. If that is going to be turned around, then rather than making generalisations about how tricky the task is, and I do appreciate it is a tricky task, it might be a good idea to take some accountability and start testing updates before they are released. Because until this happens, things will keep getting broken.

​@Corry P 
Many thanks for the suggestion but I’m not sure I would want to do that.  Currently, I am able to use Deezer from my mobile device apps just as I have always done (apart from the Search 🤞).  My fear is that if Sonos is having difficulties connecting with Deezer, as reported in the Windows app, then it may encounter a problem authorising my account and then I’ll be left with nothing 😄. 

As I say, at the moment the “tunnel” is open and I can stream down it and with all the uncertainty of recent months I’m (relatively) happy to leave it that way and only try to “fix” it if it ever(perish the thought) becomes truly “broken” .

Hi All

To be clear, now that we have identified that there is an issue, none of you need do any troubleshooting whatsoever, including removing the service from your system.

I hope this helps.

Stesso problema con Deezer. Irritante. Speriamo intervengano presto. Sono un utente sonos da molti anni ma sto valutando di cambiare.

Wow. 

I seem to remember Sonos and Deezer launching a long term partnership in which Deezer would provide streaming services to Sonos Radio To learn that Deezer is not prioritised by Sonos is astonishing To quote Corry P

  "There are hundreds of music services available on Sonos and we cannot test them all prior to every software release". 

Not even a major partners services Corry? It's little wonder your customers increasingly feel that we don't count. 

Surely you accept that you should prioritise functionality of Deezer given your partnership and the critical role they play in your provision of Sonos subscription services?

Same problem for me.

There is no problem on windows.

The problem occurs on IPAD and on Androïd during search on Deezer

“an error occurs with Deezer. Try again later”

every other functions on Deezer are ok.

Thank you for your work.

Miracle, it works back ! Thanks for the efficiency in solving the problem.

Working for me again!

Well done on a relatively quick resolution. That said it does feel.like it has been an eternity since we had a fully functional, intuitive, user-friendly app so it really would be progress if new updates were adequately tested prior to release and this update clearly was not. 

Youtube music is no longer working. I want refund 

It woks. Bravo. 
Merci

​@Corry P this is working again for me as well, thank you for quickly getting this resolved!

Since there was no update to the Sonos controller, the ‘fix’ was likely done by Deezer, on their side, which means that is where the ‘bug’ was as well. 

Risolto, grazie