Good morning everyone.
I reveived a Prime Go+ yesterday and everything is fine on the standalone side, however I am having issues getting it to work in computer mode with VDJ which I need for some Video gigs.
I downloaded the Prime Go Windows driver 1.01 (nothing appears to be available for the Go+ so I’m assuming it’s the same drivers?)
On initial installation the install just flashed and did nothing, so I looked it up and it appears you need to uninstall a couple of Microsoft Visual C++ redistributables (which is weird this has not been fixed yet after 5 years) so I did that then rebooted. Tried to install again and it appeared to be successful.
Plugged in the USB cable and loaded VDJ and it asked if I wanted to use the sound settings for the Go+ but I couldn’t select it. Seems the ASIO drivers haven’t been installed properly and it’s showing a fault in Device Manager for Prime Go audio. Above that the Denon control panel shows device not connected (not streaming) and nothing happens with the screen on the Go+ when VDJ is started.
I then tried on a different laptop (W10 vs W11) and exactly the same thing happened. Been at this for several hours now with no solution on either laptop.
This is not a great out of the box experience at all and it simply shouldn’t be this difficult to get a controller to connect to Windows/VDJ as my Pioneer FLX10 worked first time with no issues.
Can anyone offer any advice before I pack it up and send it back to my supplier?
Have you asked on the VDJ forum? and ensured you have the latest version of their software that adds support for the device? (i dont know if this is a thing as im not a user, but Serato usually have to release new software to support new hardware).
Yes, it’s supported in the build I’m using (seems to be exactly the same as the original so no new protocol required from the VDJ side)
It’s not a VDJ issue as far as I can see, it’s the Denon drivers not being installed correctly in Windows.
There was a previous thread where someone had exactly the same issue on the original Prime Go, I’ve tried the suggestions there but still not working.
That site you are using is out of date as far as im aware.
On the link i provided, the ‘OS’ is on the right hand side, when you select the device from the dropdown it says ‘windows download’… are you sure this isnt the driver? the desktop download is on the left hand side of the page.
Edit: although it might be a firmware update file, i need to open my personal computer and check what files are in the package.
Edit 2: it looks like someone needs to provide a link for the windows driver for that device, ive had a browse around and the ‘downloads’ link from the product page takes you to that outdated page.
Aside from the mysterious Amazon chip, it’s the same hardware.
In fact, if you refer to the Go+ setup guide for VDJ (which should be your starting point) it will confirm the above.
When the Prime units are recognised by VDJ, a couple of DLL files (akairemotescreen and libusb) should be downloaded in the background. Sometimes that’s unsuccessful, so if the screen won’t work, that’s your clue.
Thanks, but that doesn’t explain why the ASIO drivers aren’t installing properly either. As I stated earlier it’s the same outcome on two completely different Windows machines so there’s something faulty with the drivers or installation.
Well after spending part of yesterday and all day today trying to figure this out(and @PKtheDJ sending me a helpful link) the issue is still not resolved.
I have tried uninstalling the rogue C++ redistributable installs although this should be handled automatically by the Denon installer and I actually think the incorrect ones were installed with Engine DJ ironically and various other fixes to no avail on both machines. Doing all this has left a bit of a mess so I’ve had to restore them both to a previous date to clean it all up.
I really can’t believe in 2025 Denon can’t just provide a Windows driver that installs first time no hassle, especially since other competing manufacturers seems to manage just fine.
To say I’m disappointed is an understatement. I had looked forward to starting with the Go+ then maybe expanding with more of the product line but that won’t be happening now as this has left a bitter taste.
I’ve requested a return from my suppler and lost over a day trying to figure this out to no avail.
Not the best way to gain new customers at all Denon.
Try this, it might be worth a shot. And I hate to be that guy but check for Windows updates including Optional updates, Windows shuts down a lot of processes until updates are done.
In Windows (doesn’t matter what version), go into Settings>Device Manager>expand Universal Serial Bus controllers, right-click USB Root Hub, and then select Properties. In the USB Root Hub Properties (check other USB devices as well) dialog box, select the Power Management tab. And make sure the “Allow the computer to turn off this device to save power” check box is UNCHECKED. Common issue for USB audio devices on Windows (like since the 90’s), this causes so many problems.
Hi, thanks for your reply.
All windows updates are in place and I already have the USB power options unchecked as this is a standard thing to do when the machines are for DJ use.
Also quite disappointing no-one from Denon support has chimed in … I thought that is what this forum is for but I guess that’s not the case.
It would be better to start your own thread with the issue in the title though, then they can see it, at the moment they probably think we are just shooting the breeze about the go plus.
I tried raising a support ticket but it wouldn’t accept the unit serial number and wouldn’t go through.
I tried again and went through the process taking everything I had read in to account. The issues are still the same. I checked VDJ and the files it needs for the screen etc are downloaded however it does not display anything. The ASIO driver still won’t install so no sound either. I also tried installing the drivers with AV disabled and installing them on top of themselves as suggested in another thread but still the same outcome. It’s now boxed up ready for return to the supplier. There is clearly a serious issue here but as most people (I’m guessing) just use it in standalone this won’t have been encountered very much. Really can’t believe it’s this difficult trying to connect a controller in 2024.
@Reese It may be worth pulling this discussion out to a new thread so it gets picked up by tech support as I won’t be the only user experiencing these issues. A quick Google shows this to be a widespread problem going back years and also affecting the Prime 2/4 and SC controllers as it’s basically the same driver package.
Thanks for everyone’s help but that’s me out. Adios!
Hello ALL! Thanks for the callout @Reese. Our apologies for the delay on the download section for Prime GO +. It’ll be updated asap. In the meantime, here is the driver for Prime GO +. To clarify, PRIME GO and PRIME GO+ have different drivers.
Hi @Rob_Gaudet Thank you for the link. I took the controller out of the box as it was awaiting collection and now it works perfectly with VDJ.
From a customer perspective it was pretty poor for Denon not to put a link to the drivers on their website when the item was actually on sale. I wasted several hours trying to get the Go drivers to work as there was nothing to suggest a new driver was required for the Go+.
I am now in the process of cancelling the return so I can use the Go+ as intended.
