Pioneer DDJ-SB3 Crossfader and Channel Levels Not Working

The crossfader or the channel levels on my Pioneer DDJ-SB3 isn't working. The lights come on fine but when I move the fader or levels nothing happens. I have watched youtube videos but none provide me with an answer. I am using the latest version of Serato DJ pro on the latest Mac OS so I don't think its a software issue and I would be very disappointed if its a hardware issue since the controller is new. I have seen other posts with the same problems, but no answers. Please can anyone help?