So I recently brought the prime 4 logged into my soundcloud acc then changed my password on the app on iOS now I’ve literally bricked £1600 worth of kit as I can change my soundcloud loggin on the prime 4 !?!? Seriously denon ?
Anyone know a work round other than changing the firmware to 1.51 as you can’t download it anymore only 1.6.0 is available now 
Have your tried to complete reset your prime ? Press VIEW: search for update … there you also find: Settings - Reset to default. With this you delete all settings. So you can start over.
Yep tried that only resets parameters on prime 4 ,all logins and wifi save data remains no way to change or sign out of sound cloud if you can’t log in. Very frustrating
okay … let me look at my system … will write back.
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So, I checked some files on my system. There is no direct login saved on the USB/HDD or something … That´s bad. Normal there is a * symbol on the streaming service when you are logged in- so you can log off and set new password. Problem, it is only visible when you can login.
I am asking some of the devs how to remove login data from a system. Will write you when I have news.
But please try again maybe to downgrade firmware and then upgrade again. Easiest way with USB/SD Card.
Mabe you could also try the emergency reset of prime: Hold Powerbutton for about 10 seconds. It will restart, maybe it also forget logins.
When I get more info, I write back. Sorry, that I can´t help as much by the way.
Older Versions of Firmware: Archived software downloads, manuals and documentation - Denon DJ
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Thank you for taking the time to look into this issue,
I’ve tried the power off 10 sec- no change
Rolling back firmware to 1.6.0 - no change Can’t find the 1.5.1 firmware that I hear works round this issue so I’m able to try that.
I tried the “reset defaults” in menus - no change
Updated firmware to 1.6.2 no change
72 hours I’ve had the unit only way I can see of sorting this issue out is returning to supplier as I’ve exhausted every Avenue of trying to fix it unless a update comes out that fixes this or someone sends me the 1.5.1 firmware to try.
Thanks again for helping
Yes, unfortunately this is a known problem: before changing the password of any streaming account you need to log out of the account in the console and then change the password. For now it has not yet been resolved.
Maybe if you reset to the old password on your account, maybe you can regain access with the console.
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Tommy, did you change the firmware versions using the PC method? I remember someone here saying that firmware update using the pc updater resets absolutely everything on the Prime hardware while using other methods keeps the user modified data.
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I’m not soo sure if there is a way around this. Hopefully one of the Denon DJ team will be here to advise.
There were older versions of the computer USB connection method that cleared everything but this doesn’t work now. The “reset” on the Prime 4 only resets the values of the menu options, the login details are retained.
Downgrading previous to 1.6.0 on the Prime 4 can cause a few problems so the firmware is not available now.
Hopefully someone can advise from support.
I was going to suggest this as well.
The Computer update method used to clear out everything. Though I’m not sure if it still does.
Definitely worth a try.
@Reese any ideas ?
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Yes they are and they are looking into it.
Like @SlayForMoney stated. The computer update method used to result in a complete reset of settings. USB update method retained settings. That was changed over time and reset didn’t occur anymore.
Yes have tried via computer and usb but all login info remains
So… okay … then we are momentanly out of things we can try out. We need at first a bug fix for this. And as second method a “recovery firmware” wich can be used to wipe the complete data on the player. Maybe devs can prepare a clear only version.
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I can understand why updating doesn’t wipe everything, because when updating under normal circumstances that’s the last thing you’d want to happen.
We just need access to the streaming settings without needing to be logged in to the service.
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Have you tried changing your password and setting it as you did before? That is the same as the password your Prime 4 had stored.
As far as I’m aware sound cloud use a ip type access using a code to let that device log into the service there’s no actual password stored onto the prime 4 , problem happens when you change the password on a web browser it revokes the access to every device logged in on the service. Until that is you go through the device identifying code process again granting it’s access again. This is where the problem lies, you can’t get the prime 4 to loop into that process to give the identification code etc it’s just stuck re trying the old code or whatever it is that makes it all tick. That’s my take, could be wrong probably am. But happy to say my supplier has taken the item back and issued a replacement. My Mrs spoke with denon technical who then tried to replicate the problem, and then probably regretted this and caused the same login problems on there own machine then. understandably went quite quiet on the matter as they didn’t know what to do to fix it.
All in all with this minor blip they still are a Amazing bit of kit and will quite happily have another set hands down all day long just heed my advice and log out of any media log in if your changing account settings just incase.
The devs need to add a factory reset in the menus that clears all login info wifi and otherwise to save any problems and selling on in the future then this all taken into account a otherwise flawless bit of kit Im happy to have.
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