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Forum: VirtualDJ Technical Support

Topic: Sc5000 stuck in computer mode with a Prime 4
Hello, I recently got a pair of SC5000 by denon and when I connect them to my Prime 4 to run as 4 decks, one of the CDJS is able to connect but does not show the screen while the other deck works just fine. Any idea how to fix this. I have run both 4.0/3.4/3.1 hardware on the SC5000 and still stuck on computer mode. Everything is updated on VDJ as well.
 
Posted Wed 21 Aug 24 @ 9:17 pm
How exactly are you connecting them ? Directly to USB ports of your computer, or using the Denon Prime hub ?

What if you connect just the 2 x SC5000 directly to USB ports ? Both work or just 1 of them ?
 
Hi Djdad, I have tried from the USB hub from my computer, Prime 4. When I connect both sc5000 to my computer only one fully works. The other still is stuck on computer mode but has complete function besides showing the screen. Any idea what to do?
 
Also have tried all new cables and ports and still have function of the CDJ just no screen to look off from.
 
That's weird.

What is your Operating system ?


Let's troubleshoot a bit more..
Try to see if it's device related and if always the same device.
What happens if you plug just one SC5000 each time to computer (not even Prime).
So, without the Prime 4 connected to USB...
SC5000 A plugged --> Works ?
SC5000 B plugged --> Works ?
SC5000 A + SC5000 B plugged both ->Works ? (first connect device A, see if works, then connect device B)
SC5000 B + SC5000 A plugged both ->Works ? (first connect device B, see if works, then connect device A)

If any of the devices A/B doesnt show the Screen skin, try to swap USB cables and USB ports and see if it's always the same device or related to USB port/cable

Again, we are just trying to take the Prime 4 out of the equation

If the above fails and you get one of the SC5000 devices stack in "computer mode", please do the following...
- Open VirtualDJ ->Settings ->OPTIONS and click on the bottom-right cog-icon to open the Home Folder of VirtualDJ. keep this Explorer/Finder window opened.
- From VDJ Settings->OPTIONS tab, search for the setting createMidiLog and set it to Yes.
- Close VirtualDJ
- Make sure both SC5000 devices are connected to USB (but not Prime 4), then start VirtualDJ.
- Connect to Computer mode.
- Open the generated Log Report.txt file you will see in VirtualDJ Home Folder and post its content here.
 
What is your Operating system ? Macbook Pro 2010 Mac OS Catalina 10.15.7

A: one not showing screen
B: Everything works fine

Let's troubleshoot a bit more..
SC5000 A plugged --> Works : NO screen
SC5000 B plugged --> Works : Yes fully functional
SC5000 A + SC5000 B plugged both ->Works ? : A No screen but able to use all other functions; B works
SC5000 B + SC5000 A plugged both ->Works ? : A NO screen but able to use all other functions: B Works
If any of the devices A/B doesnt show the Screen skin, try to swap USB cables and USB ports and see if it's always the same device or related to USB port/cable.

Again, we are just trying to take the Prime 4 out of the equation

If the above fails and you get one of the SC5000 devices stack in "computer mode", please do the following...

Midi Log is attached above. Hopefully I did it right
 
EDIT : Irrelevant content removed

[14:09:58] USB device: vid:0x15E4 pid:0xF006 usbName:SC5000 PRIME Hub vendorName:Denon DJ serialNumber: locationID:338690048 defintion:No
[14:09:58] USB device: vid:0x15E4 pid:0xE006 usbName:SC5000 PRIME Hub vendorName:Denon DJ serialNumber: locationID:336592896 defintion:No
[14:09:58] USB device: vid:0x15E4 pid:0x8006 usbName:SC5000 Prime Controller vendorName:Denon DJ serialNumber: locationID:336920576 defintion:Denon DJ SC5000

[14:10:01] Midi device matched by name or model: name: SC5000 Prime Controller manufacturer: Denon DJ model: SC5000 Prime Controller definition:Denon DJ SC5000
[14:10:01] Midi in device: macdrivername="SC5000 Prime Controller" interface="\\?\usb#VID_15E4&PID_8006/-153811618" port=""
[14:10:01] Midi device matched by name or model: name: SC5000 Prime Controller manufacturer: Denon DJ model: SC5000 Prime Controller definition:Denon DJ SC5000
[14:10:01] Midi out device: macdrivernameout="Jack 1" interface="\\?\usb#VID_15E4&PID_8006/-153811618" port=""
[14:10:01] MIDI Device Identifying: \\?\usb#VID_15E4&PID_8006/-153811618 (port: ) (in:0 out:0) (out: \\?\usb#VID_15E4&PID_8006/-153811618 portOut: ) (name: SC5000 Prime Controller)
[14:10:01] MIDI Device Identified by PID/VID: \\?\usb#VID_15E4&PID_8006/-153811618 : Denon DJ SC5000
[14:10:01] Assigned Denon DJ SC5000, type:2, assignment:3
[14:10:01] Midi serial number detected: A11904213907877 - Firmware version: 0.0.4.8
 
Looks like indeed one of the devices is not properly working.
In theory each SC5000 device should report its serial number, but only 1 is reported.
[14:10:01] Midi serial number detected: A11904213907877 - Firmware version: 0.0.4.8
.. which could affect the Display functionality.

Have you tried with Serato ?

Have you tried with other computer (Windows/Mac) if available ?
OSX 10.15 is quite old and outdated. (10.14 is the minimum requirement), but if an issue with OS, it would affect both devices.
But anyways, if a 2nd computer is available, please try to rule out the OS/computer factor
 
my othe computer is another macbook pro (they are my preffered choice of computer since they are tanks when it comes to touring with them) but have trying different versions of Denon OS and got this


--- 2024/08/27 - 10:08 (8280)
[10:08:47] USB device: vid:0x15E4 pid:0xF006 usbName:SC5000 PRIME Hub vendorName:Denon DJ serialNumber: locationID:339738624 defintion:No
[10:08:47] USB device: vid:0x15E4 pid:0xE006 usbName:SC5000 PRIME Hub vendorName:Denon DJ serialNumber: locationID:337641472 defintion:No
[10:08:47] USB device: vid:0x15E4 pid:0x8006 usbName:SC5000 Prime Controller vendorName:Denon DJ serialNumber: locationID:337969152 defintion:Denon DJ SC5000
[10:08:47] USB device: vid:0x15E4 pid:0xA006 usbName:SC5000 PRIME Screen vendorName:Denon DJ serialNumber:A11904213907994 locationID:338100224 defintion:No
[10:08:47] USB device: vid:0x15E4 pid:0xF006 usbName:SC5000 PRIME Hub vendorName:Denon DJ serialNumber: locationID:339804160 defintion:No
[10:08:47] USB device: vid:0x15E4 pid:0xE006 usbName:SC5000 PRIME Hub vendorName:Denon DJ serialNumber: locationID:337707008 defintion:No
[10:08:47] USB device: vid:0x15E4 pid:0x8006 usbName:SC5000 Prime Controller vendorName:Denon DJ serialNumber: locationID:337727488 defintion:Denon DJ SC5000

[10:09:07] Midi device matched by name or model: name: SC5000 Prime Controller manufacturer: Denon DJ model: SC5000 Prime Controller definition:Denon DJ SC5000
[10:09:07] Midi in device: macdrivername="SC5000 Prime Controller" interface="\\?\usb#VID_15E4&PID_8006/-153811618" port=""
[10:09:07] Midi device matched by name or model: name: SC5000 Prime Controller manufacturer: Denon DJ model: SC5000 Prime Controller definition:Denon DJ SC5000
[10:09:07] Midi in device: macdrivername="SC5000 Prime Controller" interface="\\?\usb#VID_15E4&PID_8006/558555684" port=""
[10:09:07] Midi device matched by name or model: name: SC5000 Prime Controller manufacturer: Denon DJ model: SC5000 Prime Controller definition:Denon DJ SC5000
[10:09:07] Midi out device: macdrivernameout="Jack 1" interface="\\?\usb#VID_15E4&PID_8006/-153811618" port=""
[10:09:07] Midi device matched by name or model: name: SC5000 Prime Controller manufacturer: Denon DJ model: SC5000 Prime Controller definition:Denon DJ SC5000
[10:09:07] Midi out device: macdrivernameout="Jack 1" interface="\\?\usb#VID_15E4&PID_8006/558555684" port=""
[10:09:07] MIDI Device Identifying: \\?\usb#VID_15E4&PID_8006/-153811618 (port: ) (in:0 out:0) (out: \\?\usb#VID_15E4&PID_8006/-153811618 portOut: ) (name: SC5000 Prime Controller)
[10:09:07] MIDI Device Identified by PID/VID: \\?\usb#VID_15E4&PID_8006/-153811618 : Denon DJ SC5000
[10:09:07] Assigned Denon DJ SC5000, type:2, assignment:3
[10:09:07] MIDI Device Identifying: \\?\usb#VID_15E4&PID_8006/558555684 (port: ) (in:1 out:1) (out: \\?\usb#VID_15E4&PID_8006/558555684 portOut: ) (name: SC5000 Prime Controller)
[10:09:07] MIDI Device Identified by PID/VID: \\?\usb#VID_15E4&PID_8006/558555684 : Denon DJ SC5000
[10:09:07] Assigned Denon DJ SC5000, type:2, assignment:3
[10:09:07] Assigned Denon DJ SC5000, type:2, assignment:4
[10:09:07] Assigned Denon DJ SC5000, type:2, assignment:3
[10:09:07] Assigned Denon DJ SC5000, type:2, assignment:4
[10:09:07] Auto-Assigned Keyboard, type:0, index:1, assignment:
[10:09:07] Midi serial number detected: A11904213907877 - Firmware version: 0.0.4.8
[10:09:07] Midi serial number detected: A11904213907994 - Firmware version: 0.0.4.8
[10:09:07] Device detect: idx: 0, type: 4, w: 1280, h: 800, id: A11904213907994
[10:09:07] Controller match (A11904213907994) : Denon DJ SC5000
[10:09:07] Controller matched by serial: A11904213907994
[10:09:09] Controller skin loaded and resized to 1280x800
[10:09:09] checking wheel for device idx: 0 result: 1 width: 198, height: 198, rotation: 3.141593

EDIT : Removed irrelevant line from Report
 
Also tried with serato and one of the cdjs work but the other one that's been causing problems does not connect
 
Looks like some hardware fault, which is causing this specific device not properly detected and reported by the Denon SDK (using libusb.dll).
Provide this info to Denon Support along that the fact that it doesnt work with the other software too and they should be able to help you with this.

If you want to troubleshoot further, check and compare how both devices are detected and reported in MIDI Studio and System Information on your Mac.