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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.
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