Engine Prime Crashes When Refreshing iTunes or Serato Libraries


MacOS 10.14.3 Engine 1.2.3 Serato 2.1.1 iTunes

Engine Prime keeps crashing when attempting to load either the itunes or serato libraries after hitting the refresh button. looking at the activity window i can see that it imports the track and the crash usually happens at some point after it imports artwork from itunes or tags from serato. after the crash the app crashes again immediately after launching it. the only way to open the app again is to delete the database files resulting blank database. if i quit the artwork import from iTunes or Tag import from serato, i do end up with the songs in the database albeit without artwork(not a big deal for me) or cue points(definitely a big deal!)

any help would be greatly appreciate it. let me know if i should upload crash reports.



Hi Zero,

Sorry to hear you are experiencing this. Please contact out customer support team who will be more than happy to assist you: https://www.denondj.com/support

Regards, J


I don’t see engine prime listen under technical support. Should I select the SC5000 or maybe go to Software Authorization to start a ticket?


Yes software is the best option, thank you


Is that not what the forum is for? I’d be interested in the answer to thia as I’m having the same problems. I have ordered a Prime 4 but have now put it on hold until I get answers.


hi @Djgeezer14, the forum is a central place for users to exchange information, ideas and yes also to help trouble shoot. In some cases though, like this one, the problem needs to be escalated to our support team.

I have also made the dev team aware of this issue and have asked if there is anything they can suggest to help.

Thanks J


I have not been able to submit a ticket because there is a bug in the support page. I select software authorization and fill in all the field and click submit. then I get an error saying the “Product Serial Number is Missing” at the top of the page in red. problem is there is not place to enter a serial and we don’t receive serial numbers for Engine Prime to begin with. what now?


Hi @Zero,

Thanks for pointing out that roadblock with the support system. We’ll have that addressed soon.

In the meantime, could you upload your crash log to this thread so I can forward to the appropriate team member?

Thanks for your help!


how do I post a crash report here? there is a 15,000 character limit and the crash report has over 200,000! I’m getting this error - “is limited to 15000 characters; you entered 244224.”

hopefully this upload works. this is after an iTunes library refresh in engine. I’ll try to upload one for Serato later. Engine Prime_2019-03-18-153308_Juans-iMac-Pro.crash (237.3 KB)


Hey @Zero,

Thank you for uploading the crash log. I will send this over to development for investigation.

I’ll let you know what they find.