All network players or streamers, regardless of brand or model, can experience connection instability on a home network. However, the likelihood and frequency of issues can vary depending on several factors, includiing network environment, and user habits. Let’s dive into potential causes and troubleshooting steps tailored to your situation.
Potential Causes
1. Wi-Fi Signal or Network Issues
• Weak or unstable Wi-Fi signal between the router and your Prisma device.
• Congestion on the 2.4 GHz or 5 GHz Wi-Fi bands.
2. Router or Network Configuration Problems
• Router’s firmware might be outdated or misconfigured.
• Overactive firewall settings or Quality of Service (QoS) rules could limit streaming stability.
• Incorrect DNS settings might slow down or interrupt streaming connections.
3. Device-Specific Issues
• Outdated Prisma firmware.
• Hardware problems, such as Wi-Fi module issues.
• App or device cache creating performance issues.
• Mobile device settings, such as parental controls or battery management.
4. Service-Specific Issues
• Streaming service outages or restrictions.
• Problems with your Prisma app settings or account.
5. Interference
• Nearby devices like cordless phones, baby monitors, or microwaves causing signal interference.
• Physical barriers such as walls, floors, or distance between your router and Prisma device.
• Mesh systems or network extenders can create interference if there is coverage overlap or if multiple networks are setup as a result of their use.
Troubleshooting Steps
Here’s a step-by-step guide to stabilize your Primare Prisma connection:
1. Check Your Network Performance
• Test Internet Speed: Use a tool like Speedtest.net to ensure your bandwidth meets the streaming service requirements (typically 5 Mbps or higher).
• Move Prisma Closer to Router: If possible, position your Prisma device within a strong Wi-Fi signal range or better yet use a wired Ethernet connection for greater stability.
• Reduce Network Congestion: Disconnect unused devices or prioritize Prisma traffic using your router’s QoS settings.
• Restart Your Router: Power cycle your router to refresh the network.
2. Update Prisma Firmware
1. Open the Prisma app and go to Settings > Information > System Information to check if the update has already occurred. Compare your Prisma device’s firmware version in the What are the latest firmware versions? tab in the FAQ at this link.
2. If the update hasn’t occurred, force it by rebooting the Prisma device:
- For NP5 Prisma: Unplug and reconnect the power supply.
- For other models: Turn the AC mains power switch off and on.
3. The device will perform a full system check and install any available updates. Allow up to 10 minutes for the process, avoiding any use during this time.
4. If interrupted or stuck, simply reboot the device again.
3. Optimize Router Settings
• Wi-Fi Band:
- If you’re on the 2.4 GHz band, try switching to 5 GHz for less interference and higher speeds (if supported by Prisma).
- If you’re already on 5 GHz and your router is some distance from the mobile device try the 2.4 GHz band
• Change DNS Settings: Use Google DNS (8.8.8.8, 8.8.4.4) or OpenDNS (208.67.222.222, 208.67.220.220) in your router settings for better performance.
• Disable AP Isolation: Ensure AP Isolation or Client Isolation is turned off in the router settings to allow devices to communicate freely on the network.
4. Troubleshoot Prisma App and Device
• Reinstall the Prisma App: Delete and reinstall the app to ensure you have a clean, updated version, and then reboot the mobile device.
• Confirm Mobile Device Settings: Turn off any parental control and any battery management settings, and check to be sure that Background App Refresh is set to on for any related applications.
• Reset Prisma Device Network Settings:
• Reset the network settings on the Prisma device through its settings menu.
• Reconnect it to your Wi-Fi network and reconfigure any preferences.
• Factory Reset (Last Resort):
• Perform a factory reset if all else fails. Refer to your Prisma device manual for specific instructions.
5. Try Wired Ethernet Connection
• If possible, it is always recommended to connect your Prisma device to your router via an Ethernet cable. This eliminates Wi-Fi stability issues entirely and provides a more reliable connection with less jitter.
6. Minimize Interference
• Change Wi-Fi Channel: Use your router’s admin interface to switch to a less congested Wi-Fi channel.
• Reposition Router: Place the router in a central, open location to improve signal strength.
• Eliminate Unnecessary Mesh Radio or Node: If using a mesh system with more than two radios aor nodes, eliminating any unessecary radio or node could provide better performance as it is possible that one of them may be interfering with seamless connection of the device to the network.
• Avoid Interfering Devices: Keep your router and Prisma device away from other wireless devices, appliances, and large metal objects, while avoid using network repeaters that may create conflicts with your router and the device.
7. Verify Streaming Service and Prisma Compatibility
• Ensure the music streaming service you’re using is supported by Prisma, AirPlay, or Chromecast and that you’re logged in correctly within the app.
Next Steps
If you’ve tried the above and the issue persists:
1. Contact Primare Support: Reach out to Primare customer support for advanced troubleshooting or repairs at this link being sure to provide all information requested, particularly complete firmware and operating sysem version numbers: https://helpdesk.primare.net/hc/en-us/requests/new
2. Log Streaming Errors: Note when and how the connection drops to provide details to Primare or your ISP for further assistance.
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