Right jog wheel stuttering

Hi all,

I already raised 2 tickets for this issue but I’m not getting answers from the support so I’m trying my luck here.

I have a Prime 2 controller, upgraded to the latest firmware (2.3.1 today), the issue has been present for about 2-3 months.

Basically, in vinyl mode, my right jog wheel is stuttering, I can’t move forward or backward smoothly within a track, the movement is irregular, sometimes normal for a second then it stops then starts again slowly etc…

The left jog wheel works perfectly, I can move backwards and forward smoothly within the tracks.

The support team told to factory reset my unit but unfortunately it doesn’t seem to work. When I go to the settings and select the reset option and confirm, nothing happens, all my settings are kept including my wifi configuration.

Is there a way to really erase all settings from the unit like if it was brand new ?

Thanks in advance !


This problem is usually caused by the touch sensitivity of the jog wheel. When you have the problem, you should command the re-calibration of the jog wheels, you must see in the console menu, there is a special button that when pressed makes the calibration run, and in that period you must not touch the surface of the jog , until the end of the calibration operation.

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Many many thanks for your reply.

I don’t know if I missed something but I cannot find any option to calibrate the jog wheels… can you give me the detailed procedure ?

Cheers, Hervé

I have the Prime 4, if you go to the user manual version 2.3 on page 45 you can see written:

Instead you have the Prime 2, and I looked at the user manual (page 47), but in the same menu you don’t have that command, look here:

So I don’t know if that command is missing in the user manual because they forgot to write it, or if Prime 2 actually doesn’t have that command. Try to see what you find in your menu. :man_shrugging: :man_shrugging: :man_shrugging:

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Prime 2 should auto calibrate on boot. When you don’t touch the platters during power up the platters should be calibrated.

Another thing to check is the grounding. Connecting a circuit without proper grounding can cause platter issues. I would suggest trying another power outlet and another cable.

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Hi all, many thanks for your replies. I’ll change the power cord to check if it helps. I tried on several sockets and the problem happens on all of them.


Please let us know your findings!

Hi all, so I bought a brand new power cord and there’s no improvement…

Going back to a previous question : how can we completely reset the unit as if it was brand new ? I am going in Settings and the About / Update and then click Reset to defaults.

This only reset the configuration settings like the screen orientation for the waveforms but it’s not a complete factory reset…

Let me know if you have any suggestions,

Thanks again,



The reset in the menu is indeed to restore the settings. Next option is to flash the firmware again. A complete factory reset requires a tool and would be done by support if needed. So if you really require this support is the best route. Good luck!

I have this exact same porblem with my SC6000. Can’t scratch or even hold the platter in place.

I am having that issue with my right jog as well. need some help here.

Good luck. I opened a ticket several weeks ago but never heard back. Meanwhile my prime 2 warranty has ended…

If Denon DJ is not responding in reasonable time try reaching out to inMusic: InMusic contact form

Even if your warranty is gone, explain what happened and they should help you.

I will try this. Thanks !