Day06-How-to (b)

Day 1

Understanding the main 'issues' with our platform

Issues related to:

• mobile app not working as it should;
• Desktop, browser access;
• TV, Speakers, Car audio systems, wearables, chromecast;
• Music dissapearing and many other types of issue that you need to know!

DAY 2

DAY 3

DAY 4

The more aware you become of these issues now, the sooner you will be more independent!

DAY 5

DAY 6

DAY 7

DAY 8

DAY 9

DAY 10

Training day timeline

Face-to-face session Start

1 hour Lunch Break

15 minutes Break

15 minutes Break

Presentation: Topics of the day

Practical Session

OnlineTest (1 hr)

Q&A Session/ re-take test

Day

Important: please check this out!

You are learning today about:

How to solve issues related to the apps our functions and functionalities.

How to solve an issue

Have I got all the info I need to solve it?

Send the user a resolution

YES

NO

NO

Has the user repllied?

YES

Ask the user the relevant questions

Do you know what to do?

YES

NO

Ask for help on cc-queries slack channel

Have you got a definite answer?

YES

NO

Day 7

Today, it's the day to learn more how to troubleshoot some issues!

New lesson

Issues related with not being able log in

About passwrod reset. Very important!

Can't log in with Facebook

Don't remember password?

Password reset is not working

Concern that someone is using their account

Can't recognise their account

Deezer is offline

Mobile app essentials

Lack of memory

SD Card

Does the Android phone has a SD card installed?

Minimum menory space required!

App and OS version?

Reset the SD card

Connection issues

Cache/smart cache

(More) Step-by-step of how to deal with SD card issues

Issues related with music not playing on the mobile app

Reset your WiFi

Delete cache

Update app version

Reset the app by removing SD card

Uninstall / install

The cache of the app in your phone

Deezer version or OS version is required!

Your internet hub

Not necessarily a 'clean' unistallation

Only on Android

"Why does Deezer play only one song and then stop?"

Endless loading?

Issues related when playing music on Web

Users' access by browser:

01

Connection issues

GoogleChrome

16.6%

75.1%

Safari

5.8%

02

2.3%

MicrosoftEdge

Firefox

Security settings

03

Downloading content

Only the latest two versions of each browser are supported

Better control of Deezer on web browser (For Chrome, only!)

How to cancel automatic recommendations on web browser

Issues related to the desktop app

App keeps crashing

Downloading the tracks outside the app

Can't download an album or playlist

Can't listen in FLAC quality

More about different type of audio

Listening in offline mode

The download link for the desktop app

Desktop app minimum requirements!

Music dissapearing

Make sure you logged in to the right account

Why you can't find your saved music

Some content you saved is greyed out

Music you downloaded has disappeared from your device

Issues related with music not playing on TV

For Android TV

Brand that use Android TV

Unistall and install the app again!

Lot out and log back in again

Update the app on TV

Android TV menu

For Non-Android TV

Confused?

Unistall and install the app again!

Lot out and log back in again

Update the app on TV

TV brands running on non-Android TV

Issues related with music not playing on chromecast

Type of Chromecast

Chromecast 3rd generation

Chromecast Ultra

Chromecastbuil-in

Common issues

Difference between Chromecast 3rd/Ultra vs Built-in

Issues related with sound systems (speakers)

There are over a dozen brands with full integration with our platform. Below, you will find the many issues related to them:

Sonos Radio / Sonos Radio HD

Non-integration

Connection issues

Non-Deezer issues

Integrated versus non-integrated devices

How to fix it

How to deal with them

10

Issues related with car audio systems

Connection issues?

11

Playlist main issues

Recovering deleted playlists

Remove inappropriate playlist cover

Can't add or remove tracks to a collaborative playlist?

12

Wearables

Apple Watch Troubleshooting

Wear OS throubleshooting

Wear OS by Google

Apple Watch

Garmin troubleshooting

Garmin

13

Bug-bounty Program

What is it the bug-bounty program?

• Deezer is committed to working with security experts across the world to stay up to date with the latest security techniques. If they have discovered a security issue that you believe we should know about, please direct them to the bug-bounty program website. Click here for more info!

• For the security experts to be eligible for a reward, note that Deezer typically require the issue report to have some actual security impact in a realistic scenario. This does not mean you need to fully exploit issues. Providing the information they have will most of the time allow Deezer to analyze your report and draw conclusions on the impact.

• If you get a ticket from a security expert reporting serious bugs / vulnerability reports about our platform, all you need to do is to rediret them to this website: Click here for more info!

14

Dealing with mp3 uploading

Why MP3?

We know you want all your music in one place, without having to change between apps. That’s why we made it possible to add your own MP3s to Deezer to complete your ultimate music collection.

Important:

• MP3s cannot be shared between Deezer accounts
• It’s not possible to upload MP3s from your mobile device to Deezer. You will need to use the web version or the desktop app.
• Occasionally, uploading MP3s in VBR (Variable Bit Rate) format can cause playback issues. We recommend that you upload files encoded in the CBR (Constant Bit Rate) MP3 format.
• When using Deezer on other devices, such as smartwatches, game consoles and TVs, you may not be able to access your personal MP3s

15

Time to share the presentation link

Presentation link: https://view.genial.ly/636ceb2f7bce3a001867bc68

If you come across a topic that shows contradictory info between the training slides and the live system, please take the info on the slides as the one to base your query/test answers on.

User's queries

Based on what you have learned so far, ow would you answer the following queries? Take your time: revisit the slides and think about what you would write on your replies:

Query 01

Query 03

Query 04

Query 05

Query 06

Query 02

Pwd reset link not arriving

Music pauses

Security emails

Music is cutting off

Failed to play

Log in with Facebook

16

User's queries cont...

Query 09

Query 07

Query 11

Query 08

Query 10

Recommendations - webbrowser

Download music to a laptop

Download music through a webbrowser

Web browser doesn't work

Desktop app crashes

Query 14

Query 13

Query 12

Query 16

Query 15

17

Connecting Sonos

3-month offer expired

Chromecast not working

Playlist limit

TV app not working

More queries

Query 20

Query 18

Query 19

Query 17

HomePod not responding

Import playlist to Sonos

Voice commanf

Is it FLAC?

Query 24

Query 22

Query 21

Query 23

18

Recover deleted playlist

Car audio system not working

Watch issue

Share a playlist

Related articles to this lesson

Problems playing music on mobile

Log in and out of Deezer

Where has my music gone?

Deezer data and smart cache

Uploading MP3 files

Android cache & SD card troubleshooting

10

Problems with playing music on web

Connect Deezer to a car audio system

11

Goole Nest Audio - voice command

Android TV

12

Alexa voice command

Google Chromecast

19

Book title Surname, Author (2013), Book title. Place of publication: Editorial.

Book title Surname, Author (2013), Book title. Place of publication: Editorial.

Well done

Lesson learned!

congrats

• Follow their advice if any was given or
• Assign the ticket to the 'Hardware escalation' queue on Zendesk for further advice.
• Please remember to apply the macro "hardware issue" in the ineternal note of the ticket and provide the answer requested on the macro.

• There is another Slack channel called "Help-Customer-Care" that you will be using to ask some of your questions, but it is a step further.
• You will learn more about this later.

HOWEVER

• Until you finish your training, you will be asking the person that will be assigned to assist you during this process.

SD Card (Android phones, only):

Simply speaking, SD cards use NAND chips (one type of flash memory) to store digital files. An SD card has a series of electronic components called NAND chips. The chips allow data from the host to be written and stored on the SD card and retain the data without a power supply. As the SD card uses flash memory, there are limited read/write cycles. Solid-state drives and USB flash drives also follow the same pattern. Therefore, the lifespan of an SD card is comparatively short. This is one of the reason for many of our contacts on this topic. Removing the card without unmounting it can result in data loss. Please note that if any of the apps have used the SD card to store data, these apps may not work correctly when the card has been unmounted. Note: SD card is only relevant in this case, if they're using a SD card to store the app or the musical content or both. You will have a full session, later on, in your training, on how to deal with SD card issues.

Sonos radio

Sonos Radio and its subscription service Sonos Radio HD, delivering an expansive catalog of music that’s curated for Sonos customers. The collaboration aligns with Deezer’s strategy of focusing on partnership-led expansion to deliver growth opportunities in the US and other markets globally. Sonos has revolutionized the way we enjoy music and audio in our homes, with exceptional multi-room speakers, fantastic sound quality and thoughtfully curated Sonos Radio services. Sonos Radio and Sonos Radio HD, includs a catalog of 90 million tracks, metadata, licensing, reporting & royalty management, business intelligence & data, as well as strategic collaboration for growth and monetization of the service. Deezer and Sonos will deliver services to 16 countries worldwide, including the US, Canada, the UK, France and Germany. The Deezer experience on Sonos includes an easy-to-use interface with unique Deezer features such as Flow, an AI based recommendation engine which lets the listener choose music based on moods.

More about Sonos radio