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Can’t play Deezer music on mobile

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Simone
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Why do I keep receiving an "Error: Failed to play"/"The requested content is not loading" message?

From time to time, your Deezer app may display an error message. Here you'll find some easy troubleshooting tips that should resolve your problem.

  • If you’re having trouble playing music offline, take a look at our Offline listening support page.
  • If you’re having difficulties with the Deezer app and this article doesn’t solve your problem, the best place to get help, fast, is through the Deezer Community. You’ll find solutions to issues with playback problems, playlist recover, specific technical issues and other topics.

Check if it’s a connection issue

Signs that your mobile is not connected to the internet include:

  • The Deezer app displays the "You're not connected to the internet" notification and/or a banner message reading "Deezer is offline"
  • Nothing happens when you tap the Play button
  • Tracks are greyed out

Before you do anything else, try resetting your mobile's Wi-Fi:

  1. Turn off the app (make sure it is off in the background too)
  2. Turn off your Wi-Fi
  3. Wait for about two minutes
  4. Restart your phone
  5. Enable Wi-Fi
  6. Open the app

Deezer is being slow or says your storage is full (mobile only)

If Deezer is being slow or says your storage is full, this is likely because the cache in the app is full. You can delete the cache, but remember it will delete your downloads, too.

To delete the app cache:

  1. Tap on the Settings New_Settings.jpg icon (displayed on the top-right corner on any of your Deezer tabs)
  2. Tap on Data and storage Data_and_Storage_icon.jpg
  3. Scroll down to Disk usage
  4. Press Clear all

For ways around this, and to make your cache size less of a problem, have a look at our Smart Cache article.

It’s not a connection issue. Deezer is still not working

When it comes to technical difficulties, the answer can be as simple as turning your phone off and on again. It’s also worth logging out and logging back in your account as this can help solve the majority of connection problems. 

Didn’t work? We’ve got a shortlist of fixes for the most common technical issues.

Update the app and your phone software

First, if you’re not on the latest version of the Deezer app, update it. You can see the latest update for your phone here.

And we know you’re tired of hearing about updates, but updating your phone’s operating system will help your streaming. So, if you haven’t already done so, you should also update to the latest version of your phone’s operating system.

Uninstall and reinstall the Deezer app

  1. Delete the Deezer app from your device
    • Android: touch the app and hold, then drag to uninstall
    • iOS: touch the app and hold, then use the menu to delete app
    • Restart your device
  2. Reinstall the app again (you may have to restart your device again afterwards)

For a full list of steps, see our Reinstall Deezer article.

Reset Deezer by removing your phone’s SD card (Android devices only)

Note: Before you try to remove your SD card, check your device has a removable SD card in your technical documentation or with a quick web search, ensuring you follow your manufacturer's guidelines

  1. Uninstall the Deezer app
  2. Turn off your device and remove your SD card
  3. Restart your device and reinstall the app again
  4. Change the storage location for downloaded content, within the Deezer app
    • Tap on the Settings New_Settings.jpg icon (displayed on the top-right corner on any of your Deezer tabs)
    • Scroll, then tap on Data and storage Data_and_Storage_icon.jpg
    • Scroll down to Disk Usage
    • Click Change Storage
  5. Turn off your device and re-insert your SD card

Why does Deezer play only one song and then stop?

Occasionally, Deezer may play one song and stop playing music. This might happen if you have switched battery saver mode on your device. Antivirus software may also cause Deezer to stop playing music. These types of features and applications may cause problems with AutoPlay or any apps running in the background.

Check for breaking news on our support website

Check our support feeds for service issues.

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