First, try a simple reboot of the Prisma model by turning off and then after a few seconds turning back on the Prisma model from the back panel main AC power switch.
If that does not solve the issue, perform a factory reset. This can be done using the remote and OLED for menu display or by pressing and holding the standby button for 10 seconds. In the case of the NP5 Prisma press the reset button on the back of the unit using the point of a pen or small screwdriver.
When the Prisma model has started again after the reset, power it off using the AC mains switch on back side.
Connect the Prisma model to the WIFI network or the ethernet cable from your switch (or your router if it has a built-in switch) to the Prisma Ethernet port (LAN IN for I25, I35, and PRE35 models that have two ethernet ports).
Power ON your Prisma model.
Additionally, try deleting and reinstalling the Prisma app and/or music streaming application being used, followed by a rebooting of the mobile device, being sure to turn it off completely and then powering it back on.
This process should resolve most issues, if not, contact us at email@example.com