Occasionally, when you contact Customer Service with a connection problem, we may ask you to perform something called a traceroute to help us find out what’s wrong with your Deezer connection.
A traceroute shows the steps that an internet connection, like the one between you and the Deezer service, takes to reach its destination.
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Before you contact us directly about connection or latency issues, please take a look at our troubleshooting articles.
Note: You’ll need to use a desktop computer to perform a traceroute. If your issues are with our mobile app, you’ll need to connect your desktop to the same network as your phone, either through tethering or Wi-Fi
How to run a traceroute on Windows
- From your computer’s desktop, in the search field, type cmd
- Right-click on Command Prompt and select Run as Administrator
The Command Prompt application will open
- Enter tracert -h 20 www.deezer.com if your issues are on browser
Alternatively, enter tracert -h 20 api.deezer.com if your issues are on our mobile app. You’ll need to be on the same network as your phone
Note: For music streaming issues where playback is stuttering, pausing or stopping entirely, enter tracert -h 20 cdn-proxy-0.deezer.com, tracert -h 20 e-cdn-proxy-0.deezer.com, tracert -h 20 cdns-proxy-0.dzcdn.net, or tracert -h 20 e-cdns-proxy-0.dzcdn.net
Note: For other content issues, such as when artwork for an album cover isn’t loading, enter tracert -h 20 cdn-files.deezer.com, tracert -h 20 e-cdn-files.deezer.com, tracert -h 20 cdns-files.dzcdn.net, or tracert -h 20 e-cdns-files.dzcdn.net
- Select the Enter or Return key on your keyboard
Allow a minute or so for the traceroute to finish. When a new line of text appears in the command prompt, the traceroute is done
- When it’s complete, select all the text and copy it (press Ctrl + A, then Ctrl + C). You can then paste (Ctrl + V) this text into your reply to us
Warning: If you receive an error message, you did not run the command prompt in Administrator Mode. Return to step two and try again.
How to run a traceroute on Mac
- From your Mac desktop, go to Applications, then Utilities and open the Terminal
- Enter traceroute -m 20 -w 1 -a www.deezer.com if your issues are on browser
Alternatively, enter traceroute -m 20 -w 1 -a api.deezer.com if your issues are on our mobile app. You’ll need to be on the same network as your phone
Note: For music streaming issues where playback is stuttering, pausing or stopping entirely, enter traceroute -m 20 -w 1 -a cdn-proxy-0.deezer.com, traceroute -m 20 -w 1 -a e-cdn-proxy-0.deezer.com, traceroute -m 20 -w 1 -a cdn-proxy-0.deezer.net, or traceroute -m 20 -w 1 -a e-cdn-proxy-0.deezer.net
Note: For other content issues, such as when artwork for an album cover isn’t loading, enter traceroute -m 20 -w 1 -a cdn-files.deezer.com, traceroute -m 20 -w 1 -a e-cdn-files.deezer.com, traceroute -m 20 -w 1 -a cdn-files.deezer.net, or traceroute -m 20 -w 1 -a e-cdn-files.deezer.net
- Select the Enter or Return key on your keyboard
Allow a minute or so for the traceroute to finish. When a new line of text appears in the command prompt, the traceroute is done
- When it’s complete, select all the text and copy it (press Cmd + A, then Cmd + C). You can then paste (Cmd + V) this text into your reply to us