Prime 4 Touch Screen Not Working

Engine DJ Hardware Standalone Controllers
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My touchscreen is unresponsive. Anyone else experience this? Quick fix? Thanks!

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What’s up @conbroski,

Personally no. Give some more details and perhaps someone else in the forum will read this and might be of some help.

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Indeed “press harder” probably wouldn’t be the right advice…

@conbroski could you shoot a video and link it here?

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Thanks for the video, however, there’s not much we can do as forum members. There isn’t a magic button to enable/disable the touchscreen.

You probably need hardware support or even better contact the retailer where you’ve bought Prime4.

One thing you can try is re-flash the firmware. Power ON while holding EJECT. Connect a computer via USB and try updating that way.

Otherwise @Anthony_DDJ heads up!

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Damn.

I bought the unit off Reverb. I didn’t have any issues at first, but it’s become more frequent that the touchscreen becomes unresponsive. Would hate for this to occur during a live set.

Thanks

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Seems like a loose connection between screen and base unit. If you move the screen, do you get it to work again?

Let’s wait for Anthony to check this topic. He’ll probably ask for your contact details via DM. :wink:

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Thanks my dude. On all inquiries i’ve had!

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that’s not a “software” or firmware issue. It’s is potentially either the screen or a connection point and you should address either with Denon Hardware support or the dealer if it’s very new. - Like Reese said!

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Thanks for the video. Unfortunately, it looks like a repair issue. I recommend getting in touch with Denon DJ support.

The link below will take you there:

Denon DJ Support

Good luck!

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Hey @conbroski - As some of the forum members have mentioned, some more information will be needed to fully diagnose the issues. If you’d like to connect with technical support, please feel free to DM me and share more information regarding your situation. Happy to help!

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@Mixlive @Reese

Please note I have heard from @Anthony_DDJ, but no one from Denon DJ Support. This issue is still ongoing and idk who else to turn to besides this Forum.

Thanks

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Wow! Nearly 2 months and no resolution? It appears that the ball was dropped somewhere. Try reaching out to @Anthony_DDJ again, and also contacting support directly via the Denon DJ website (see link below).

https://www.denondj.com/support

Good luck & Happy Holidays :gift:

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Hey @conbroski - Very sorry to hear. Let’s connect one more time and try to re-establish connection.

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@Anthony_DDJ Here and ready to re-establish. What do I need to do?

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Exactly the same problem with mine, after 4 weeks of trying to contact anybody at Denon (The chat option only gets you to the US) I had to literally bombard them with phone calls to get any human response. I sent it back to Denon for repair along with 10+ videos of the unit starting and screen totally unresponsive. They then told me they cannot find a problem and sent it back. Within 2 startups (no USB connected just unit alone) the screen is yet again unresponsive. I was told not a common fault and never seen it before. Utter garbage, there after sales is beyond useless. I’ve sent mine back for a refund and will not be buying Denon ever again. Good luck with your unit mate

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If you’re in the U.K. the method of dealing with warranty repairs is through the retailer you purchased the unit from, they will send it off and arrange all the repairs etc.

Why didn’t you go down this path?

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I obviously did but it was purchased through Amazon who completely washed their hands of returns and informed me I had to deal with the manufacturer. I have since gone down the credit card charge back procedure now. It was more a post that there is a screen issue with the prime 4+ that they are not admitting and there after-sales customer service is abysmal. It’s a 2 grand unit not what I was expecting really

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I can’t comment on that as I’ve had my unit repaired and it’s been working flawlessly ever since, but this was 2yrs ago so things may have changed.

Did you buy it directly with Amazon or through a 3rd party on their site? Is it the Prime 4 or the Prime 4+? I ask this because the former hasn’t been in production for quite a long time now, so I’d be extremely careful when buying supposed ‘new’ versions of it from a less than reputable source.

You are probably best getting the refund and choosing something else to purchase.

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Prime 4+, almost all things on Amazon are third party unless it’s Amazon branded. It also makes the problem worse as it then falls outside a section of the consumer rights act, being from a third party. I wasn’t aware of this at the time but it’s also the same with EBay and PayPal. Causes issues when there is a problem with the product and you are trying to get a replacement or refund.