In this thread, by JWill (42 days ago) with a further reply just 11 days ago.
this is a complete joke… i can send this back for a refund? right? item is faulty and not fit for purpose (Denon Prime Go) No response from Denon
So they didn’t contact you , but they did.
It seems that if you want a device that doesn’t have this issue, then you need to send it back to denon like they asked you to 43 days ago. In these days of firmware updates and master resets etc some things are still hardware related and cannot be fixed remotely or with a quickie download.
If it were my Prime GO, I’d send the hardware in now, while none of us DJs are able to (or at least shouldn’t be) play out to public. Perfect timing
On the other side of things, take it back for a refund from your dealer and find some other battery operated mixer-decs combo. Denon need to be aware that, whilst they’re quite good at interacting with customers, they do sometimes leave customers in the dark for way too long in between answers.
Having much more regular updates to each of the firmware requests and feature requests would be good - maybe denon should mark every single request as “Will not implement” then just manually go through and change the lucky suggestions, which are being considered and are possible on the current hardware platforms as “under consideration”. Some of the suggestions have been hanging around on the forum with no update, for years. Some people could be getting or keeping their hopes up for no reason.
I’m having this issue as ww speak and I’m Djing my club… I’m so upset… It even crashed and gave an error message mentioning beta…
Why is my firmware beta??? I don’t want to experiment!!!
Prime 2 1.5.2 forgot to mention my model and firmware… my second deck randomly pauses as if I’m touching the platter…
It works better when I turn vinyl mode… but I’m a scratch dj so this is totally an inconvenience
Denon asked me for my name & address and contact details some time ago in order for an engineer to get in touch and nothing has happened.
The symptoms of this issue strongly indicate that this is a software problem… when this issue occurs all that happens is the play button stops responding… im pretty sure this is a bug… everything else is working… As other users have stated, even the cue points jump to the position in the song, it just doesnt actually play… its like its some sort of NaN error or other out of range error in the sync/timing code.
I thought I had this problem too, however it turns out that If you play a song from a crate, you can’t play it again. Playlist not a problem.
Now that’s interesting. Would other people who had this “won’t play” thing find that it’s a “can’t play again” issue.
Obviously, you should be able to play whatever you want, as many times as you want at any event but this attention to detail, of what steps lead to this fault showing up should really be able to help the firmware teams
Certainly not the case with the Prime 4 - I just tried it. Seems odd then that it should behave differently on the Go.
I just ran into this issue for the first time, I’ve been using my Prime Go for a couple of months and had never encountered it before, but about 3/4 through a mix one of the tracks I loaded on deck 2 froze up, the Play button would toggle between solid & flashing but nothing would happen, other controls like moving around nudging etc worked just fine. I could even load the track on Deck 1 and play it but Deck 2 would not play until I shut the player down and restarted it.
So I caught a video of the bug once it happened. Actually yesterday it happened to me two times in a row:
- The first time part way through the set (luckily just practicing - not performing)
- I rebooted, went back to the same position in my set I was working with. I started playing Deck 2, used a cue point to get towards the end then Vinyl mode to move the track a bit and it immediately froze. The video covers the state immediately after it froze up.
Some things to note (which will hopefully help with debugging)
- When the Deck is “Frozen” you can still use Vinyl Mode and move around, but and the Play button toggles state but the track will not play
- You can load the same track into Deck 1 and it will play (and yes I ran into this bug both with Playlists and Crates, so it’s not a Crate thing)
- I had Sync on at the time
- The only way to get out of the state is to reboot the unit
This part may be complete speculation… I was trying to figure out why I hadn’t encountered the bug in 2 months of using the device at Firmware level 1.5.2 (02f0d86a) The only thing I can think of was that yesterday I changed a few of my preferences on the device. I had changed the following settings:
- Needle Lock to Off
- Default Loop Size to 8
- Cue Solo Mode On
After the bug hit me twice in a row I reset all my settings to default and haven’t seen the bug again since. Of course, this may be completely unrelated but it’s the only connection I could make.
Please let me know if I can get you any logs off the device to help with debugging.
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The video shows exactly the same behaviour as with my Prime Go.
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I thought I had this problem too, however it turns out that If you play a song from a crate, you can’t play it again. Playlist not a problem.
Thanks this seems where the bug is happening. Have the same issue with playlist.
Brand new unit and has happened to me a few times. There is no common behavior I can find that makes this happen but I have to restart the unit each time to unfreeze the deck. (always deck 2) Very disappointing as I don’t trust the unit to use in a performance capacity.
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So as one person says “playlist not a problem” and another says “same issue with playlist” , does that mean that playlists are not really a deciding factor with this?
My Prime Go just came in with 1.4.1 software, but I’m debating whether to update or not since we don’t have access to previous firmware versions. Was the Deck 2 freezing issue due to the update (1.5.2)? or was it a crate feature so you don’t play the same song twice?
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do not update!!!
Hi Everyone,
Just wanted to chime in to provide a bit of hope here. We’re currently testing platter touch improvements for the PRIME GO with our private beta team. So far have seen positive results from this and will make everyone aware once we release publicly. We expect these improvements to be part of the next (v1.6) release.
Also, it’s worth mentioning that all of our capacitive touch platters go through a calibration cycle during the power on/boot-up sequence. During this calibration period (~20sec), it is recommended not to touch the platters as they are detecting/sensing various conditions of the environment and adjusting the touch algorithm as needed to provide the best experience for your environment. I’m not suggesting this is what is causing the issue, just something to be mindful of.
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