Is Deezer not opening, loading, or connecting correctly? Don’t worry. This guide covers the most common connection problems on Deezer Web, the desktop app, iOS, and Android. It also explains what information to send to Deezer Customer Support if the problem continues.
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Quick fixes
Try these steps first. They often resolve temporary connection problems without affecting your Deezer account, playlists, or favourites.
Check the Deezer Support status page for any reported service issues
Close and reopen Deezer
Restart your phone, tablet, or computer
Switch between Wi-Fi and mobile data, if available
Check that your device is not in flight mode
Update the Deezer app and your device operating system
If you use Deezer Web, close and reopen your browser
Note: These steps do not delete your Deezer account, playlists, or favourites.
Check your connection
If Deezer works on one connection but not another, the problem may be related to your router, mobile provider, Internet Service Provider (ISP), or network settings.
Try Deezer on another Wi-Fi network, if available
Switch from Wi-Fi to mobile data, or from mobile data to Wi-Fi
Restart your router if the problem only happens on your home network
Check whether other websites or apps are also affected
If you use a work, school, or public network, check whether Deezer works on a personal network
Tip: If Deezer works on mobile data but not Wi-Fi, this usually means that the two networks are applying different settings. Tell Deezer Support which connection works and which one does not.
Problems on Deezer Web
If Deezer does not load or music will not play in your browser, try the following steps:
Close and reopen your browser
Clear your browser cache
Check that your browser is up to date
Reduce the number of open tabs and applications
Try Deezer in incognito/private mode, as sometimes some extensions can prevent the website from working as intended.
Try Deezer in another supported browser
Try Deezer on another network
Deezer supports the latest two versions of Chrome, Edge, Safari, and Firefox.
Note: If Deezer works in another browser, the problem may be related to your original browser’s cache, extensions, or security settings.
For more help, see Problems with playing music on Deezer Web.
Problems on iOS or Android
If the Deezer mobile app cannot connect or content will not load, try the following steps:
Make sure flight mode is turned off
Switch between Wi-Fi and mobile data
Close and reopen the Deezer app
Update Deezer from the App Store or Google Play Store
Restart your device
Check whether a VPN, ad blocker, antivirus app, parental-control app, or custom DNS setting is active
If the problem affects playback, see Problems with playing music on mobile.
Note: Clearing app data or reinstalling Deezer may remove downloaded music from your device. Your playlists and Favorites remain linked to your Deezer account
Problems on the desktop app
If the problem only affects the Deezer desktop app:
Close and reopen the Deezer desktop app
Restart your computer
Check that the Deezer desktop app is up to date
Check whether Deezer Web works on the same computer
Try connecting your computer to another network
Tip: Tell Deezer Support whether the problem affects only the desktop app or also affects Deezer Web. This helps us identify whether the issue is related to the app or your computer’s connection
Check security and network settings
Security or privacy tools can sometimes prevent Deezer from connecting or loading content correctly.
Check whether any of the following tools or settings are active:
VPN applications or profiles
Ad blockers or browser extensions
Firewalls
Antivirus or web-protection tools
Parental-control or content-filtering tools
Custom DNS settings
Corporate, school, or public network restrictions
If possible, temporarily disable the relevant tool and test Deezer again. Turn the tool back on after testing.
Warning: Only disable security or privacy tools briefly for testing. Do not leave your device unprotected
Note: If Deezer works after disabling a security or privacy tool, contact the provider of that tool or your network administrator for help allowing Deezer
What to send to Deezer Support
If the steps above do not solve the problem, send us as much information as possible. This helps us investigate the issue without asking you to repeat the same steps.
Include:
Your country or general location
Your Internet Service Provider (ISP)
Send us the content of https://www.deezer.com/ip.php, as it can help us narrow connectivity issues
Your device and operating system
Whether you use Deezer Web, the desktop app, iOS, or Android
Your browser name and version, if the problem happens on Deezer Web
The exact error message
What you were trying to do when the problem occurred
Whether the problem affects all content or only specific songs, albums, or podcasts
Whether Deezer works on another device or network
The date and approximate time when the problem occurred
A screenshot of the error, if available
Note: If Deezer Customer Support asks you to run a traceroute, follow our step-by-step traceroute guide.
Warning: Never send your Deezer password, payment card details, authentication codes, or other private account information
Frequently asked questions
FAQ
What if Deezer works on mobile data but not Wi-Fi?
This usually means that the two networks have different settings. Restart your router and try Deezer again. If the problem continues, contact your Internet Service Provider (ISP) and tell Deezer Support which connection works and which one does not.
What if Deezer works on another device?
The problem may be related to the original device, app, browser, or security settings. Restart the device, update Deezer, and check whether a VPN, firewall, antivirus tool, or browser extension is affecting the connection.
What if only music playback is affected?
Check your internet connection, restart Deezer, and update the app or browser. For more detailed steps, see Problems with playing music on mobile or Problems with playing music on Deezer Web .
What if album artwork or other content does not load?
Restart Deezer, check your connection, and temporarily check whether a VPN, ad blocker, firewall, antivirus tool, or content filter is blocking Deezer. Tell Deezer Support exactly which content is not loading.
Should I run a traceroute myself?
Only run a traceroute when Deezer Customer Support asks you to. Follow our traceroute guide and use the instructions for your device.
No sound when playing Deezer through Bluetooth headphones on Android
Try disabling Bluetooth A2DP Hardware Offload:
- Open Settings > About phone.
- Tap Build number seven times to enable Developer Options, if necessary.
- Go to Settings > System > Developer options.
- Enable Disable Bluetooth A2DP Hardware Offload.
- Restart the phone. Reconnect the Bluetooth device and test Deezer again.
Will clearing the cache delete my playlists or Favorites?
Clearing a browser cache does not delete your Deezer account, playlists, or Favorites. Some app reset or reinstall steps may remove downloaded music from your device, so you may need to download it again.
What if the Deezer Support status page shows no reported issue?
The problem may still be related to your device, browser, app, network, or Internet Service Provider. Continue with the troubleshooting steps in this article and contact Deezer Support if the problem continues.
Still need help?
If the steps above do not solve the problem, contact Deezer Customer Support and include the information listed above.
You can also visit the Deezer Community for troubleshooting tips and advice from Deezer users and staff.