Denon Prime 4+ Sound issue

Engine DJ Hardware Standalone Controllers
1

Hello there!

Ok, so I bought the Prime 4+ in September for my winter residency that I have now and also to play in other locations around the area where I live. I didn’t really had the chance to test it fully out because of my day time job (I didn’t have any djing offers), so the only tests that I did was on my KRKs at home. I’ve played in the night club now for almost 2 weeks and the issue that I have is the sound. The highs are too harsh and the lows almost non existent. Especially if I play loud you can barely hear the subwoofers. I’ve tried every output, XLR, RCA, Booth, Zone , Master, all sounds the same (also stereo-mono), did even a factory reset even though I didn’t change anything except logging in!It sounds like the sound is coming out from a bucket. Now you might say it’s my files. Well, 90% of my files are in .wav and I even streamed tracks from Beatport, same issue! Yesterday I borrowed an Opus Quad from a friend and the sound was amazing, I could finally hear the subs roar and the highs not piercing the ears. Today in the afternoon I got to try also with an XDJ RR, same, the sound was again as it was supposed to be! For now I can only connect the output to an old Allen and Heath that I found and boost the lows on max and the reduce the highs to get at least a little decent sound (still ■■■■■ but it’s my only option to play for now). What can I do? What could the issue be? Anyone else having the same or similar issue?? Any help would be really appreciated!! Thanks in advance!!

2

There was no issue with the sound when using the KRKs at home? All three units (yours, the Quad and the RR) were all being used standalone?

4

Well I couldn’t find any issues on the KRK because I couldn’t play that loud at home! So I couldn’t possibly know that there is an issue!

Yes everything was in standalone mode and all were tested with the same songs!

5

What does it sound like through the headphone port with the cue output set as master?

6

On the headphones it sounds normal, it’s only on my master output, zone and booth.

7

Possibly some sort of hardware fault then. If a factory reset doesn’t work it’s probably a warranty job.

8

I’d go with a hardware fault too.

I’d try and take it up with the retailer and see if there’s anything they can do. If they have a physical shop then take it down and hook it up to a big rig that they have for demos.

I had an issue with my original Prime 4 (a launch day model) and when I disconnected the XLRs of the DJM-850 at work and plugged the Prime 4 in it had audio characteristics that were different to the 850 and that too sounded in a way you described (but not as bad).

I found my phono RCA output didn’t have this issue so I used that instead and that’s the way I used it when working that venue. I never sought any help with it but I just never used it on that rig again with XLRs. The rig in question was a Mayer.

I think the XLRs seemed out of phase on my unit.

I’d say speak to the retailer first as it’s under warranty and see what they say and suggest going forward.

9

I do remember people talking about that issue with the XLR out on a Facebook page a while ago. Did it ever get resolved?

10

Thanks a lot guys, appreciate it! Just had a phone call with the shop from where I bought it and I explained them the issues!! The guy was like probably I’m one of the lucky ones because it sounds like a faulty sound card and I should send it to them somewhere in January since of the holidays now :man_facepalming:t2: Apparently the don’t offer a replacement or an other device till the repair is done! So I guess I’ll have to rent or borrow from someone! Again, thanks a lot, appreciate everyone’s time!! Cheers and happy holidays to everyone and a happy new year!!

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