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Deezer problem - unable to browse music in app (new)

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Hi there,

From a couple od weeks I’m experciencing problems with browsing Deezer on Sonos S2 app (PC and smartfone). The issue is: when I enter the Deezer tab in Sonos app, there is a loadsing sign for a brief moment and then the text “unable to browse music” aprears.

I’ve already tried turning off and on the whole system, updating the Sonos app and Deezer app, but there is no effect.

The strange thing is, that sometimes it works, so I’m little bit confused and guess this sugests that the issue is with Deezer, but maybe Sonos have some solution for this?

Last time (2-3 days ago) it worked just fine, and then, when I’ve reconfigured speakers (Beam and 2x Play:1) and reactivated Deezer account the problem came back…

Any ideas how to solve this, the issue is iritating?

PS - voice control works fine with Deezer.

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Corry PAnswer

Sonos Staff

Hi @fOXbain

There has been no recent uptick in Deezer browse errors - whatever is happening, it seems likely that it is locally induced. Your diagnostics simply showed a failed connection attempt.

One thing you can try doing is changing the DNS servers in the DHCP configuration page of your router (often just called Network or LAN). Try using Google’s 8.8.8.8 and 8.8.4.4, and reboot the router after changing the setting (and I just now noticed Ken recommending the same thing in the previous post).

Failing that, I recommend you get in touch with our technical support team who can test our Deezer account on your system to compare, and assist you through a hotspot setup to see if it is related to your internet connection.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Corry P

Sonos Staff

Hi @fOXbain

I was hoping you’d say that, as it narrows things down considerably! The interaction between Deezer and a speaker running Sonos Voice Control is somewhat simpler than when Alexa or Google Assistant is in use.

This means that it is not a connection problem, and it is not an account/security-token issue either.

The only answer left (that I can think of) is that something is happening on Deezer’s side of things.

The next time you are unable to browse Deezer, please submit a support diagnostic and reply here with the number given. Thank you.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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fOXbainAuthor

Trending Lyricist I

Hi again,

The browsing is available only from time to time, so I've managed to sent diagnostics today at # 637627215

Corry P

Sonos Staff

Hi @fOXbain

Thanks for that - I’ve already passed it along for an engineer to check.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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IHoRnetI

Lyricist I

Hello everyone!
I have the same issue with Deezer...
I've just bought my first Sonos. Beam Gen 2.
Everything works great except from Deezer. But Deezer my favorite music service.

So I'm very upset.

The above advices did not help to solve the problem unfortunately.

Looking forward to solving the problem.

Corry P

Sonos Staff

Hi @IHoRnetI

After recreating the issue, please submit a support diagnostic and reply here with the number given. Thanks

If the spam filter removes your post (it sometimes thinks diagnostic numbers are phone numbers), don’t worry - I’ll see and restore it.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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IHoRnetI

Lyricist I

Hi @Corry P !

Thank you for your quick response.

It's magic. I got home last night and Deezer worked.

I don’t know the reason but it’s really good.

But I have a question:

For instance, I can use Spotify app to control the music instead of using Spotify playlists in Sonos app.

The same in Deezer, when I use the google audio chromecast there is an menu Audio output in Deezer app. So I can control music from Deezer app.

But if I want to listen to music from Deezer, I only have to use the Sonos app.

So, is it correct or something wrong with my settings?

Corry P

Sonos Staff

Hi @IHoRnetI

I’m not sure I completely understand you, but whatever is going on, I don’t think it has anything to do with any settings that are available to you.

Sonos does not support Chromecast.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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fOXbainAuthor

Trending Lyricist I

Guys,

Before weekend strange thing happened. DEEZER was working fine (on SONOS) for about 4 days, which was a HUGE period of time lately. I was almost sure that either SONOS or DEEZER found and solved the issue. However my disappointment was big when on Friday I found out that the issue is still there… More of it, today I’ve got the reply from DEEZER that they dont see anything that may couse the issue and that the problem lies with SONOS…

I’m loosing hope here :-(

@Corry P any news from my diagnostics ?

Ken_Griffiths

@fOXbain,

I just checked my own setup and Deezer is working fine here and has been working fine over the weekend too.. it almost sounds like something local and intermittent is happening in your case. Are you absolutely sure it’s not the extender you’re using?

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fOXbainAuthor

Trending Lyricist I

@Ken_Griffiths

I’ve already checked the extender by turning it off for a couple of days… didnt help. I’ve also suspected that this might be it…

I will try to play with this again for some time, by reseting the settings on the router, disconecting SONOS etc…

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