I purchased my Prime 4 from Long & McQuade in Canada in July '21, and I’ve been having a few issues with the controller. I have reached out directly to Denon support via their website TWICE now, without any response, so now I’m posting here. Hopefully someone from Denon will see this and can help me out. I’d like to have a properly working controller before our wedding season starts.
Here are my issues:
1 - The LED ring around the left jog wheel will sometimes flicker if the unit has sat for awhile without being used. Almost like it tried to enter a sleep mode, but as far as I know there isn’t a sleep mode in the Prime 4. The issue is intermittent in nature.
2 - Cue buttons will sometimes stop working. This issue is odd, intermittent, and transient and it is my biggest complaint about the unit right now. When the issue started happening the cue button on the right deck would not function to bring the track back to the last hot cue or cue point set, but it would lay a flag on the track at the point the cue button was hit. The problem was exclusive to the right deck for many weeks - I never had a problem with the left deck cue button… until I did. Then the problem was exclusive to the left deck for many weeks. And now the problem has moved back to the right deck. This issue doesn’t happen with every set - sometimes I can mix every day for a week without any issues at all and then it starts happening again. Sometimes it happens right from the first track I play and resetting the controller doesn’t solve anything. Other times it crops up mid-set and is there for the remainder of my set. And sometimes the issue comes and goes throughout the set. And like I said - it’s always the same cue button that gives me a hard time - until the issue moves to the other cue button.
3 - Vinyl mode doesn’t work on either deck. The button lights up, but putting my hand on top of the jog wheel doesn’t stop the track, and moving the jog wheel behaves in exactly the same manner as I’d expect with Vinyl mode turned off. The protective shipping plastic is removed from the jog wheels, so that’s not a factor here. I’m not sure if this ever worked since I bought the controller, I never really tried it out until recently, but it definitely is not working at this time.
The controller is on Engine OS 2.1.0 and all of these issues do seem electrical in nature - specifically they’re the kind of thing I’d expect to possibly see if we had a bad ground, so I suspect they’re related to a common source. I’m no electrician, but I am a seasoned pro, so the obvious first things I’ve done is check the ground at the wall with a circuit tester (GOOD), and swap the power cable. Neither option has improved my situation, so if it is a ground issue it seems like it’s internal to the controller.
I’ve tried to be thorough in my documentation of these issues. I’m definitely open to other troubleshooting steps, if any, that could help diagnose the issue.
Thank you in advance for reading and I look forward to your support!