Deezer skipping the last few days


Userlevel 3
I have Deezer Elite and it's been skipping half way through tracks on a regular basis these last few days. Are others seeing this? I have no problem with local files or Internet radio stations (or even Netflix in the telly), so I think it must be a Deezer/Sonos interface thing?

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107 replies

Hi got problems with deezer sonos plays half a song then skips to next . HelpSee the link below...
https://en.community.sonos.com/ask-a-question-228987/issue-with-deezer-6820280
Hi got problems with deezer sonos plays half a song then skips to next . Help
Userlevel 7
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Hi!

Same problem here in Belgium. Deezer songs on Sonos will skip abruptly. Until now everything seemed to function normally and I listen to Deezer on Sonos nearly every day. When I listen to the deezer on PC I never experience these problems. Submitted the Sonos diagnostics Nr. 6512726. Hope you have solution to this :)

kind regards,

Janis


Hi Janis,

There are a few wireless communication errors showing up between your Sonog units. Most of the time changing the wireless channel that Sonos uses will help with issues like these by reducing interference from nearby signals.

If that doesn't help, take a look around and in between your Sonos units for any third party wireless device which could be causing interference. Common sources of interference include cordless phones, wireless baby monitors, wireless cameras, wireless TVs and wireless printers. Try moving any such device away from your Sonos units or power them off temporarily and see if things improve.

If neither of these steps help, please send in a new diagnostic report and reply with the number, I'll take a look.
Hi Janis. A diagnostic at the end of such a long, old thread might get lost. If nobody at Sonos picks it up fairly quickly it might be worth starting a new thread and posting a new diagnostic there.

Incidentally, I don't know what the situation is in Belgium, but here in the UK Deezer Elite is available only on Sonos, so a much higher bitrate than the lossy files that would come through the PC (and therefore more likely to struggle if there is an underlying network problem).

Anyway, hopefully the diagnostic will help to identify and address the problem.
Hi!

Same problem here in Belgium. Deezer songs on Sonos will skip abruptly. Until now everything seemed to function normally and I listen to Deezer on Sonos nearly every day. When I listen to the deezer on PC I never experience these problems. Submitted the Sonos diagnostics Nr. 6512726. Hope you have solution to this :)

kind regards,

Janis
Userlevel 7
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HI Jeff,

Went home and tested again... Still skips... Even though the speaker in question is wired, I checked wireless networks I have at home, one is set to channel 1, the other to 11. My other speaker is using wi-fi with channel 1.

Diagnostics number is 6358169


Hi Jabbba,

I've created a support ticket for you: 160714-001346. Please reach out to our phone team, reference that number, and they'll be able to take a deeper look into this issue. You can find our phone number and hours in your region here.
Userlevel 7
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HI Jeff,

Went home and tested again... Still skips... Even though the speaker in question is wired, I checked wireless networks I have at home, one is set to channel 1, the other to 11. My other speaker is using wi-fi with channel 1.

Diagnostics number is 6358169


That doesn't sound good.


So - Your Sonos system will be connecting to your Wi-Fi Router (Either wirelessly or hard wired) - Note what channel that uses (You've said 1). Set your Sonos system to use channel 6 or 11 and check


I don't what this other wireless network you have is (On channel 11) but you could try changing that to 6 and Sonos to 11.

Interference is awkward because so many factors will affect it as the radio signals will do strange things in your domestic environment. But do make sure your Play 1 is as far from the router as possible and watch out for DECT phones and other sources wireless interference (microwaves, door bells, baby monitors and so on).
Userlevel 1
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HI Jeff,

Went home and tested again... Still skips... Even though the speaker in question is wired, I checked wireless networks I have at home, one is set to channel 1, the other to 11. My other speaker is using wi-fi with channel 1.

Diagnostics number is 6358169
Userlevel 1
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Hi Jeff,

I am not sure what the diagnostics log showed, but Sonos is now wired directly to the router and it still skips. I will test more tonight.
Userlevel 7
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Hi Jeff,

The number is 6352263.

Thanks


Hi Jabbba,

It would probably help to change the wireless channel your Sonos system is using as it look like there's a bit of interference which could be a factor in the audio skips. Here's how to change the channel on your Sonos system.

If that doesn't help, please send in a new report, reply with the number and I'll take a look.
Userlevel 1
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Hi Jeff,

The number is 6352263.

Thanks
Userlevel 1
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It's been doing the same here in the uk! Real pain, sometimes it's fine, then it skips tracks! It's been working really well for months!!
Userlevel 7
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Same problems here in Australia. I thought it was me, upgraded router, tried multiple setups, and only after I disconnected stereo pair and plugged one directly to the router, I got the proof it is Deezer. Actually, going wired, seems like it is dropping out even more. My Elite subscription is valid until February next year. I guses I am stuck. Really like the service, but Elite was a disappointment this year. Last year it worked great.

Hi Jabbba,

Please send in a diagnostic report and reply with the number, I'll take a look for you. Here's how to submit reports.
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Same problems here in Australia. I thought it was me, upgraded router, tried multiple setups, and only after I disconnected stereo pair and plugged one directly to the router, I got the proof it is Deezer. Actually, going wired, seems like it is dropping out even more. My Elite subscription is valid until February next year. I guses I am stuck. Really like the service, but Elite was a disappointment this year. Last year it worked great.
I'm convinced that this is a Deezer issue, not a Sonos issue. I feel that it becomes a Sonos issue because Deezer has no support, and no forums for people to talk about things.

I have had intermittent drops, skipping and songs ending 5-10 seconds early (typically longer songs, like in classical music).

I have submitted diagnostics, and the Sonos team was very polite and helpful (as usual). I have a large Sonos setup, and I run most of it hardwired. The problems exist even when I unplug all of the devices except one (hardwired).

When the issues occur, they happen on any configuration (one unit turned on, or many;grouped/ungrouped; hardwired/wireless, etc.)

When things are running well, they run well on any configuration.

The only things I can think of where Sonos could have some responsibility:

- the handshake between Sonos/Deezer that allows flac streaming from Deezer needs attention
- the buffer in the Sonos is too small to handle large flac streaming in certain cases. (I have never had an issue with my local network flac files)

I hope that Sonos' new direction and focus on streaming will encourage more companies to stream at CD quality... Then Deezer will have to improve or be pushed aside...

In either case, I will use Deezer until my year long subscription is up. If it improves, great! If not, I'll move to another service...
Userlevel 7
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Deezer Elite has been skipping for me for a couple of months. I either get a few seconds of music and then the "Bad encoding" message, or it just skips to the next track having played a few seconds. If I skip straight back to the failed track it generally plays fine every time

Has been doing it for a couple of months having worked fine for months before.

Same problems on wired Sonos Connect and two sets of paired wireless Play:1s.

I'm on a 70Mbit fibre (FTTC) connection from Sky in London.

Submitted a diagnostic just after it skipped - ID 5591892

Really annoying as I'm paying for a premium service that used to work fine, and is now mostly unusable.


Hi AndyF66,

I'd like to get you in contact with our phone team and have created a support ticket for you: 160324-001213. Please give us a call and reference that number, our phone number can be found here.
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Deezer Elite has been skipping for me for a couple of months. I either get a few seconds of music and then the "Bad encoding" message, or it just skips to the next track having played a few seconds. If I skip straight back to the failed track it generally plays fine every time

Has been doing it for a couple of months having worked fine for months before.

Same problems on wired Sonos Connect and two sets of paired wireless Play:1s.

I'm on a 70Mbit fibre (FTTC) connection from Sky in London.

Submitted a diagnostic just after it skipped - ID 5591892

Really annoying as I'm paying for a premium service that used to work fine, and is now mostly unusable.
Userlevel 3
Well, having started this thread it's nice to know that I wasn't alone, but I'm sorry that others appear to continue to have problems. I let my Sonos/Deezer Elite deal lapse and jumped ship to Spotify, which has been rock solid if not quite as good in terms of sound quality, which it more than makes up for in playlist choices.
Userlevel 7
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Same issue with skipping on Deezer. Diagnostics sent.

Confirmation number: 5535716

Would love any feedback as to what may be contributing to the problem, as I'm about ready to give up on Deezer completely and seek a refund.


Hi Earlthe3rd,

There aren't any errors showing up in that diagnostic report. It would be best to continue troubleshooting over the phone. We've created a support ticket for you: 160307-001058. Please give us a call, reference that number, and we'll help get things working. You can find our phone number here.
I've had this same problem for months. After finally troubleshooting everything in my system, including upgrading my ISP's service, changing out routers and using multiple Connect's I finally contacted Deezer, only to have them give me the same runaround. They finally decided to "solve" my problem by dropping me down to a MP3 service only. No more FLAC. The drop in music quality was immediately obvious. At this point, I just want them to cancel my subscription and refund my prepaid amount.

BTW my incident number with them is 1257985.I have Deezer Elite (They also describe it as Premium+ on my account page.)


It was definitely Deezer. I have been using Tidal's 30 day trial and have not had the skipping issues.
Same issue with skipping on Deezer. Diagnostics sent.

Confirmation number: 5535716

Would love any feedback as to what may be contributing to the problem, as I'm about ready to give up on Deezer completely and seek a refund.
I've had this same problem for months. After finally troubleshooting everything in my system, including upgrading my ISP's service, changing out routers and using multiple Connect's I finally contacted Deezer, only to have them give me the same runaround. They finally decided to "solve" my problem by dropping me down to a MP3 service only. No more FLAC. The drop in music quality was immediately obvious. At this point, I just want them to cancel my subscription and refund my prepaid amount.

BTW my incident number with them is 1257985.I have Deezer Elite (They also describe it as Premium+ on my account page.)
I just hope Apple have a high res service.
Here's hoping for a merely 'humanly discernible' (i.e. 16/48) delivery format. There's been all kinds of heated press speculation about 24/96. No thanks.
This isn't good reading. I've found Deezer Elite to be a really good product. But it went wrong around December and I spent a lot of time and money establishing the problem wasn't my set up. Sonos were great. Can't fault them. Eventually the service recovered but only because of Sonos intervention. Deezer ignored me or fobbed me off. I can't see how they can survive with this approach. I'm listening to Deezer Elite on Sonos now and it's great. But I know they can't survive. I just hope Apple have a high res service when my Deezer sub expires in one year's time.
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Good morning,

Deezer finally cancelled my account as requested and reimbursed me since the password was not working with Sonos anymore. It's a Deezer issue and not a Sonos issue. I wanted to create again an account and test if it would work but it has been such a hassle. Instead I followed the guidance and steps you gave me and installed Spotify to try it. Everything is working perfectly now and there is no song skipping.

What is wrong with compagnies though.. when you try to pay in Spotify you cannot complete the transaction as in the credit card screen it does not take the Canadian postal code.. am from Canada. Had to google to find a workaroung and do what other users have done..enter any postal code from the US then get to a screen that say my credit card is from Canada and then be able to enter the Canadian postal code. I was completing the initial transaction from the Canadian registration page gee.. that was not a good start and I am sure they must loose a lot of customers because of this. It is very well documented and has been like this for a long time, so I don't know why they don't make the change..

There is also less music choices in Spotify for specific music type, like yoga music that I like and I miss the flow functionality from Deezer, but at least it works and seems pretty stable. Pop and recent albums it's pretty much the same..

Will give it a try.

Thanks for you help.

Kind regards, Kim