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Mixtrack Platinum connection problems / malfunctioning

Hi and thanks for taking the time to read this. I submitted a technical support request on the main Numark site. I got an email reply and expected a response pretty quickly, but this was about two weeks ago and I haven't heard back. So I figured I would try my luck here.

The controller regularly malfunctions when I use Ableton as well as DJ Pro 2. The symptoms are random pads triggering, all of the FX activating, the songs tempo increasing or decreasing, scrolling through the library and loading random songs, all of the mixing knobs being set to maximum or minimum values, sound FX being triggered, etc. Essentially a bunch of chaos in the inputs.

I believe have isolated the problem to the controller by troubleshooting the computer, connection cables, and interacting software.

Has anyone else experienced this? Thanks.
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  • Hello, Simon

    Thanks for posting! 

    Sorry to hear you have not heard back from our support team. Do you experience this behavior with the controller if you run DJ Pro 2 by itself or only when you run Ableton alongside it? Have you tested this controller with another computer?

    Let me know!  
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  • Hi Criss, thanks for the reply.

    I experience the behavior if I run DJ Pro 2 by itself, or in Ableton by itself. I have tested the controller with a Windows laptop and the controller also malfunctioned. I've also tried different cords and adapters but I'm still experiencing the same behavior.

    Thanks!
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  • Hello,

    You may want to test your controller with MIDI-OX, it sounds like the controller is sending random MIDI information to your software causing it to behave strangely.

    We can verify whether your Mixtrack Platinum is sending random MIDI data to your computer with MIDI monitoring software. A MIDI monitor will show you all the incoming data from any MIDI controllers or MIDI interfaces that you have connected to your computer.

    For testing MIDI devices on PC:
    Download MIDI-OX

    This video will get you set up quickly for MIDI input monitoring in MIDI-OX:
    Monitoring MIDI Input with MIDI-OX

    For testing MIDI devices on Mac:
    Download snoize: MIDI Monitor

    Select the Mixtrack Platinum as a MIDI input source in the monitor and see if the controller is sending information without you touching any pads or faders. If it does, this controller would have to go out for a repair.

    Here is a list of our recommended repair centers if this is the case: Recommended Repair Centers     

    Hope this helps!
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  • Thanks for the reply, I was able to verify by using Midi Monitor that the controller is sending tons of random input within milliseconds. So I suppose the controller will need to go out for repair.

    I bought the controller recently so I think I am under warranty, so I need submit a warranty claim for an RMA. Is this something you can help me with or do I need to call Numark/try another support request?

    Thank you again for all your help!
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  • Hello, Simon

    It sounds like your product may need to be serviced. Warranty and non-warranty claims are not handled here on the forum, but I can point you in the right direction! Here are a couple of options that you could choose from:

    • Submit a Warranty or Service inquiry with our Technical Support team by logging onto the Numark Support Page. Select Warranty or Service Inquiry from the drop down menu.

    or

    • For quicker support, call your nearest Support Office or International Distributor.

    Make sure to reference or link this thread to help out the support team.

    I hope this helps! Let me know if you have any additional questions.
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  • I’m frustrated
    Hello Chris,

    Thank you again for your help earlier. Unfortunately Numark support has been very bad for me. I tried emailing them through the product support page again. I got a response this time, but they told me that I already had a support request with them, and I should reply to the original email. I never received this original email, and my reply was ignored.

    I've tried calling the support phone number twice. Both times I was told that the support reps were too busy, but if I gave them my name and phone number they would call me back. I have not gotten a call back from them.

    This whole support experience has left me feeling very dissatisfied. Is there anything you could do to help me? Maybe a special phone number? I really appreciate any help with this, thank you.
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