no master output on headphones

really hoping to get some answers here.

I have a ddj flx4

having an issue where I do not get any master output on the headphones. I can hear cue, but when rotating the mix knob to master, it fades to silence. I am using the RCA output on the controller to computer speakers and get good sound there. 

I can hear the track playing if the cue button is on, but no master output. master level knob is up and controls volume for computer speakers, but no output to the headphones for beatmatching/mixing.

if i set the booth output to phones,  i can hear the master mix, but then I can't use cue properly because the master mix is playing over it at all times.

any ideas? i've installed drivers. tried ASIO, that didn't help.