SC5000 Keeps freezing OS 4.0.0, Now it is a dead duck

Hello all, Just received my new SC5000 two days ago and it has been a bit of a night mare. First it froze while a tune was paused and I had to do a hard reboot, then again after I was prompted to update to the new 4.0.0 it has bitten the ghost.

as now the device fails to boot up fully and the main screen fails to come on. After several attempts to use it further the unit worked the following day for around 5 mins the again froze up and stayed there until I actually had again to pull the plug after waiting for 20 mins for it to boot up again.

I have also tried back dating the firmware to Engine OS 3.3.0, this had the same result. Then managed to get it working again somehow and the device did a over the air, / Wi-Fi update to 4.0.0 again. and worked again for about 45 mins.

Fortunately I video recorded all of this and have broken it down to about 6 videos in total, Including the first freeze up up-to the final OK boxing it up and sending it back for replacement or a repair.

There was also a few other issues with the device upon receiving it, hence why I made all the video clips to document my process.

On a side not one off the errors I received after updating to the new Engine OS 4.0.0, Stated the I was using a BETA version and report it to Denondj.wetransfer.com. However this was an official release downloaded via Wi-Fi direct form Denon!!!

So turns out we are again perhaps beta testing software!!

Thanks Denon, now this unit/device SC5000 is a Brick and Uselessā€¦}

Yes have made a ticket with the Denon support website, however on answer as of yet< What can they actually do anyway>?

I also spent quite some time searching for anyone else with this kind of problems, on this website and more, Youtube also no helpā€¦

Any help before this baby goes back to its maker??? } I will link the youtube clips once all uploaded,

Cheers Nico

That player has been discontinued for several years, so how ā€˜newā€™ is it?

Iā€™m fairly certain that will be actual beta testers who do that.

You shouldnā€™t be using beta versions, 4.0 is a live release.

Probably the best course of action. You could however try and load the firmware using a laptop connection and the updater, this may be more stable than the over air WiFi.

My thoughts tooā€¦ thereā€™s no way of knowing how rough any second hand or ex-demo unit has been treated.

Its a B-Stock item, from Music Store Gmb. And indeed last time date on the unit was Aprill 2022. I asked if they could find me one, and this is the second SC5000 unit I have had from them. The first one was a 30 day return (B-stock) unit that had some platter scratches and was discounted at a good price (776.euros). So was expecting something was mentioned in the sale. The second unit (This one thatā€™s mentioned here) Was also found by Music store Gmb in there stores. That was previously ā€œrepairedā€ Was offered for sale to me, however is still in need of some care I think. Many found I thinik as Music Store Gmb recently moved to a bigger storage space and perhaps found these units then.

My reply below should answer your first quote.

The Device stated it is a beta version, see the image above.
Hence my statement, it wouldnā€™t be the first time InMusic call a ā€œbetaā€ version a release. (I also own a MPC One and have had first hand experience with them.)

Also normally the first few updates are required to call it a stable release.

i did the download also updated via img file & usb. Download via Denon DJ website and onto my mac for USB.

And I have boxed it up and will be sending it back for repair, as over all its a nice unit. While fitting nicely into my DJ booth space.

The SC6000 is far to big and imposing for my requirements, I tend to listen to the music to mix as its a third deck for me, alongside my two 1210ā€™s. There nice for a club environment. So hence why Im after the SC5000 to be fixed. Thanks for your interest, although bring no solution to the table.

It also came in the original box with all accessory, Both the platter and screen protectors intact. Alongside no other scratches or physical signs of damage. Not Ex-Demo. is in great visual condition and not smeared up like a demo or even used much at all. No real signs of any usage.

The SC5000M was indeed discontinued in 2021 and no longer under production. However units of the SC5000 where still available for sometime afterwords. Parts for both of the units are still produced and available. According to Denon.

If it were a beta firmware version, it would clearly show during boot of the player. It could be that the debug text is wrong, when a crash is happening. Iā€™ll let devs know about this to have a look.

Although my SC5000ā€™s arenā€™t used much, they still work fine with the latest firmware.

Every piece of software has bugs. iOS, Windows, Linux. You could call everything a beta. Heck, weā€™re all beta testers of lifeā€¦ :relieved:

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What version on Engine OS did it come with.

The only other thing i can postulate might be a quite big jump in OS update eg 1.6 to 4.0. Perhaps it may be prudent to go incrementally say 1.6 to 2.0 etc

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Ok , now weā€™re getting somewhere. The phrasing and dismay apparently in your posts made it sound like your unit was brand brand brand new

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Bing bot says:

"To put the Denon SC5000 Prime into update mode for firmware updates, follow these steps:

  1. Power off the SC5000 Prime.
  2. Press and hold the right deck SHIFT + EJECT buttons.
  3. While continuing to hold the buttons down, power on the SC5000 Prime."

If it lets you go into that mode, try updating to 3.4.0 public firmware using a thumb drive. I like that version more than 4.0.0, anyway. Iā€™m using SC5000 M and non-M.

Also, check any drives that were connected to the player at the time of that error message and send any coredumps you find to the address listed in the message. Maybe you can help the devs fix the firmware issue in 4.0.0 you encountered.

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I did offer you a solution, I told you to send it back if itā€™s not working.

Or potentially do as @mufasa suggested and incrementally update the device as 1.6 to 4.0 is a huge leap, especially in relation to Engjne OS.

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This combo needs to be stickied somewhere.

Since 2017, i dont recall ever having to need it though.

I came to say the same.

If it was a much older version then you will most probably have to do some incremental updates. Bumping up the controller surface firmware comes as a secondary update to the Engine OS update and Iā€™m sure I read these can need an interim update, so one from 2.0 and another from 3.0 maybe.

A lot changed over the lifetime of these players and Iā€™d go with the gradual update, regardless of whatā€™s presented.

When the controller firmware updates it comes after and usually once the Engine OS has rebooted. It seems to freeze or lock-up and then start this secondary update. It also says that it will restart but I find that it never does and I have to manually restart the unit after a minute of just sitting there.

Could be the firmware increments, but OTA wouldnā€™t be available in older versions as dopeNL mentioned happened during first boot.

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Hi and thanks for your input.

Firstly the Device came with OS 2.1.2, I the did an update to 3.3.0, followed by 4.0.0.

I did test at each stage and had the same issue, which Is why it was suggested to upgrade to the latest firmware.

In my experience, Firmware is not normally incremented in such a manner that it should be carried out one by one. As the software should be individual to the update. unless itā€™s is indeed 2.1.2 - 2.2.0 which would normally be bug fixes etc> With a Jump from 1.6 to 4 would indeed be a biggie, However should also be fine, and self contained.

Is like going from windows XP to windows 11. The update should be complete and workable not, go from XP, to Vista, to 7 to 8 to 10 etc. However Im not fully aware of what Engine OS dose in this manner.

Nothing has been suggest by the ticket raised with Denon DJ other than send it in for repair, so perhaps they have something else in mind, and no mention of incremental update procedure to solve the Bricked mode.

I did download 2.4 firmware, however as now I get no screen at all and the unit fails to full boot to screen. I am not able to do much at this point. I have also tried the boot to firmware (Layer Source eject), update and USB connection fails so not able to do this via the Laptop.

Thanks for the input!

The main issue in the case of Engine, there have been 2 large database changes and 2 large GUI changes so whilst it is standard practise in the tech industry to jump from something like 1.6 to 4.0, in this case itā€™s a fairly good suggestion to step it up incrementally, with at least a move to 2.0 from 1.6 as a minimum.

In this case, it sounds like someone prior to you owning it has had it out of the box and has been messing around with it, potentially bricking the device.

right deck? it only has one deck, and thought the combo was Layer+Source+Eject

I tried 3.3.0 to .3.4.0 to 4.0.0

I only had a single USB stick in USB 1 port, this did take a dump file (lol - dump) Then tried with nothing other than the power cable attached.

I will post a link to the video clips of my process once posted on my channel. Cheers

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AI bot fails indeed.

SOURCE + EJECT + LAYER > Power ON is correct

I think all this might be the reason it was B-stock or repaired or something else. If itā€™s old stock, maybe the capacitors are failing. I donā€™t knowā€¦

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lol Perhapsā€¦

Yes not sure what is going on as the previos SC5000 I got from them was on Engine OS 1.2.1 (So very old indeed, however I updated this to 3.3.0 almost instantly and had no problems at all and never froze.

Im guessing this newer one I received is not a happy bunny, and indeed may be a ā€œrepairedā€ Item that they resold. But not truly fixed, as there was also two loose Phillips screws lying in the boxā€¦ NOT a good sign.

However all said and done, I am able to send it back for repair or replacement, (Not sure they got anymore actually) 30 day return window and 3 year warrantyā€¦ Music Store gmbā€¦

Cheers for your input!

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Ok people thank you for all your replyā€™s and advice, here is the link to a shared Playlist with all the / my experience with the Denon SC5000.

The Unboxing, First test and the start of the Freezing problems and what I have attempted to do to solve this situation of a non-functioning SC5000.

Here you can see my problem solving thoughts and what I did to try and resolve the matters.

I am though going to simply send it back to Music Store Gmb, as it is under the 30 day return period and also has full warranty available. SO Im going to take advantage of that.

It is a shame but Im not able to solve the problems and really requires a technician who can open that baby up and investigate what is happening with it.

I am able to do this, however it makes more sense for the experts to do it while its under warranty and fix or replace it.

It may even be a case that itā€™s not reparable.

However I donā€™t see me getting the bigger brother the SC6000 as its far to big for my usage.

Enjoy the clips, there is some humor there alsoā€¦