fbpx

Frequently asked questions

General

  • What is Primare’s warranty policy?

    As Primare products are predominantly sold internationally through authorised national distributors, it is the right and responsibility of the distributor in each country to determine and administer warranty and service policies. Therefore, contact your dealer or the distributor for your country to obtain assistance with warranty service. For those products purchased directly from Primare, a two-year parts and labour warranting is in effect, and should warranty service be required, contact us at info@primare.net. Any warranty is non-transferable, and outside of the EU is in effect within the purchasing country only, while the warranty is valid in any EU country for any product purchased within the EU.

  • Where is Primare made?

    All design work is managed from our offices in Sweden, with manufacturing taking place in state-of-the-art facilities in China, with the final production step of full QC testing of every component, including software and firmware updating if required, being done in our facilities in Sweden before being approved for shipping to customers worldwide.

  • How do I identify CD21/CD31 MKI and MKII models?

    Serial number beginning with:

    CD21 (MKI) / DSL drive       91

    CD31 (MKI)/ DSL drive        95

    CD21 MKII / Shinwa drive   11, 14, 17, 918, 919

    CD31 MKII / Shinwa drive   12, 15, 18, 958

  • How can I replace the drive in a CD31, CD21, or DVDi10?

    We are no longer able to provide drives for CD31 MKI, CD21 MKI, and DVDi10 models, as we are no longer able to source compatible drives that meet our specifications and expectations for long-term reliability. Note, drives for CD31 MKII and CD21 MKII models remain in our inventory sufficient to provide service for the foreseeable future.

    It may be helpful to know the timeline for the design and production of those models:

    2004 – CD31, CD21, DVDi10 designed utilising the DVS DSL 710A drive, with drives sourced from DVS Korea, produced in their factory in China. This drive, and its variants, became the drive of choice for many manufacturers, such as Arcam, Ayre, Cambridge, Denon, Meridian, Naim, and Primare, for its quality and perceived long-term reliability compared to other similar drives available at the time as high-quality dedicated CD drive options became limited and multi-platform audio and video players were being designed to meet market demand.

    2005 – First production of CD31, CD21, and DVDi10 models

    2006 – We are informed that DVS ceased production of the specific DSL 710A drive used in the CD31, CD21, and DVDi10 models. Primare purchased all remaining stock, but late communication led to limited inventory being available due to larger manufacturers having been informed earlier and buying up most existing stock. As a result, insufficient DVS drives were available for a second production run and anticipated service needs, forcing a redesign of CD31 and CD21, resulting in MKII models using a drive sourced from Shinwa.

    2010 – Primare purchases later production DSL drives to replenish service inventory. While generally reliable, some customers reported that they were unable to play certain CDs.

    2015 – To replenish our service inventory, we purchased additional drives then available on the market. However, testing conducted when we received them revealed that they were highly unreliable. For example, for every five drives purchased, only one drive would meet our specifications under testing. As a result, the cost of each useable drive became prohibitive, and with our lack of confidence in their initial and long-term reliability, it was determined that we could not in good conscience provide these drives to service centres and consumers.

    2019 – Last available DVS drives from our inventory were sold out, causing us to be unable to provide drives for service of the MKI models.

    We caution against purchasing DSL 710A drives currently available online as a result of our experience and because the loader and internal parts may be different, as it is not simply a drive, but entails all the supporting circuitry, and it is impossible to confidently determine whether the correct circuitry will be included from the information available online.

    There are sufficient supply of Shinwa drives available in our parts inventory for service of MKII models for the foreseeable future, but note that the drive was changed three times throughout the production life of those models, so contact us at info@primare.net with the serial number of your unit to determine which version of the drive is required.

Prisma

  • What are the latest Prisma firmware versions?

     

    Model

    NP5

    SC15

    I15

    I25

    I35

    PRE35

    CD15

    CD35

    Main

    1.77

    3.25

    2.31

    2.05

    3.17

    2.39

    1.94

    3.32

    Streaming

    12156

    12148

    12156

    12148

    12148

    12148

    12156

    12156

    Cast

    1.36.145856

     

  • Can I use Prisma without connection to the internet?

    You are able to use any Prisma model as a network player without connection to the internet, but you will need to have set up a local area network by adding a small router to the system if you don’t already have one in the home. 

    To that we would recommend adding a NAS (local area network connected self-powered hard drive with media management software installed) in order to take advantage of full Prisma connectivity and control functionality, as well as best audio performance.

    The mobile device with Prisma installed will be used to control the NP5 Prisma connected over wifi, while the Prisma component can be connected either by wifi or ethernet (we prefer the latter for both connectivity and performance reasons).

    You can play files from a portable drive connected to the USB A input on NP5 Prisma but note that the USB A input on all Prisma models was was not designed for critical listening connection or control, nor for long–term large–scale digital media music library storage. Rather for temporary, more informal listening, with a thumb or portable drive. For further details click “What can the USB A connector be used for?”

  • Do I need a Google account to setup a Prisma component?

    WiFi – you can setup a Prisma component in your network without a Google account when using WiFi network connection, either by following the instruction prompts found in the Android Prisma application, or if using an iOS device, following the instructions below:

    Go to the Wi-Fi menu under Settings on your iOS device. Select the Prisma model you wish to setup under “SET UP NEW AIRPLAY SPEAKER…” at the bottom of the list. Select the network you want your speaker to connect to and select “Next”. Follow the instructions on the screen to complete setup.

    Ethernet – using ethernet connection provides immediate setup in your network simply by inserting the cable into the ethernet socket on your Prisma component. However, currently Google Home, and a Google account, must be used to configure a Prisma component when using ethernet connection, but we are exploring options for allowing direct connection as described above for WiFi.

    Note: with either WIFI or Ethernet connection, to take advantage of Chromecast built-in related features and functionality, such as casting, voice control, and multi-room/multi-zone configuration and control, set up and configuration must be done through Google Home, with a Google account.

    So, you can “configure” a WIFI connected Prisma component without having a Google account or having used Google Home to “set up” the component’s network connection, but you can’t “configure” an ethernet setup/connected Prisma component without having a

    Google account and using Google Home. Yes?

  • How do you play Tidal with Prisma?

    So, open Tidal, pick a track and album, press play, and then click on the now playing thumbnail in the lower left of the home screen. This will open up a larger play screen that will have at the lower left a small icon of a speaker with sound waves coming out of it. Click that icon and a new menu window will open up showing all of the devices you might have on your network and the various options you can use to connect to the Prisma device: AirPlay&Bluetooth (to further select connection options on those platforms) and the Chromecast devices that may be available. Select the device you wish to listen with and the music should stop playing in the device and begin to play from your speakers connected to the Prisma product.

  • How do you play Qobuz with Prisma?

    Currently Qobuz is played from the application on your mobile device and cast to the NP5 Prisma using either Chromecast built-in technology (resolution up to 24/96kHz, not gapless) or AirPlay (resolution up to 16/44.1kHz, gapless). 

    You can access Qobuz in two ways:

    • Using Chromecast built-in, with resolution up to 24/96
    • Using Roon, either with Chromecast built-in as endpoint, with resolution up to 24/96, or directly with Roon Ready, following pending update, with resolution up to 24/192

    We are currently in discussion with Qobuz regarding the adoption of their Connect platform, in part to provide gapless and resolution up to 24/192kHz, but can’t be sure when we might be able to offer that (maybe around the time Qobuz is available in Sweden 😉 

    One final note: with Roon, either using Chromecast built-in as endpoint (again 24/96) or soon with the pending Roon Ready update (24/192), you will be able to play Qobuz gapless, along with the many other features Roon media management software provides.

  • What Bluetooth codec does Prisma use?

    Prisma uses standard Bluetooth SBC Codec (4.1, Low Energy), with sampling rates of 44.1 kHz, 48 kHz, and Joint Stereo 32 kHz, optimised for best performance for more casual, less critical listening experiences, while recommending the use of the high–performance connection options for more critical listening, such as Spotify Connect, AirPlay (for true 16/44.1kHz) and Chromecast built-in (with resolution up to 24/96kHz).

     We have elected to do so as any of the other Bluetooth codecs, no matter how advanced, do not deliver true high resolution. More importantly for us, the most advanced codecs, such as aptX and aptX HD, are available only to those who have that technology in both receiver and transmitter. Meaning that this technology is not accessible by too many people (including all iPhone users) to meet our goal of providing the best possible experience for the greatest number of people. 

  • Is digital signal processing (DSP) available with Prisma?

    With the addition of Roon music player and media management software, a number of digital signal process controls are available, including sample and bit rate management, digital filter slope characteristics, and multiple audio equalisation options for remarkably effective frequency response adjustments, including parametric equaliser and a variety of filters and plug-ins. For more information go to https://roonlabs.com/ 

  • Can a playlist be made by combining tracks from multiple streaming services and files from a network connected hard drive?

    With the addition of Roon music player and media management software hybrid playlist creation is possible from tracks stored on a NAS and those available from Tidal HiFi and Qobuz music streaming services. For more information go to https://roonlabs.com/ 

  • When will Roon Ready be available with Prisma?

    Testing of the NP5 Prisma has been completed and the certified software is being implemented into Roon's system now. As soon as that process is completed an OTA update will be released (expected first quarter of 2021). The remaining Prisma models are being tested, with the expectation that related updates will be launched shortly after the NP5 Prisma OTA update. In the meantime, the many performance, connection and control features of Roon can be enjoyed with Chromecast built-in acting as endpoint for resolution up to 24/96kHz. For more information about Roon go to https://roonlabs.com/ 

  • Why aren’t music streaming service applications embedded into the Prisma application?

    Keeping the music streaming service applications outside of the Prisma application allows for direct connection to those services, removing an unnecessary layer of additional software controls that can lead to unintended consequences resulting from updates to both operating systems and music service applications. By avoiding these complications, the results should be more consistent operation of Prisma streaming over the long term. 

  • Which music streaming services are available with Google Assistant voice control?

    Voice control is available with Prisma through Google Assistant and Chromecast built-in technologies when using an Android mobile device or Google Home speaker like the Google Home Mini. Once the Android device or Google Home speaker is connected to your network you can begin casting the following supported services: 

    • Google Play Music Free and Premium
    • YouTube Music (Select markets) (requires YouTube Red subscription)
    • Spotify Free and Premium
    • Pandora (U.S. and Australia only)
    • TuneIn
    • iHeartRadio  
  • Is TuneIn radio a free application?

    Yes, there is a free ad-based subscription tier offered by TuneIn radio, but it may be difficult to find and select. When first opening the TuneIn application after downloading to your mobile device a full screen offer for the paid Premium service will be visible, giving the appearance that this is the only option. However, there is an “X” in the upper right-hand corner of that screen that when pushed will reveal an alternative screen where the free subscription can be selected, allowing connection to live sports, up-to-the-minute news, curated music, millions of podcasts, and over 120,000 streaming radio stations.

  • What radio stations are available with Prisma?

    There are literally hundreds of radio apps that are part of the Chromecast built-in platform, with TuneIn radio being the most popular.  You can find a list of most of the applications available for casting at this link (you will need to hit the “show more” button many times in the Music & Audio section of the page, as there are many apps 😉 

    Chromecast music and audio apps:  https://store.google.com/us/product/chromecast_apps?hl=en-US 

  • Which will provide me better performance when casting from Spotify, Spotify Connect or Chromecast built-in?

    Spotify Connect should provide better audio performance due to it 320kbps capabilities compared to 256kbps when Chromecast built-in is used. 

  • Does Prisma have access to Amazon Music HD and Ultra?

    Currently, Amazon Music is available with Primare Prisma using Chromecast built–in. However, Amazon Music HD and Ultra HD have not yet been made available on that platform at this time. 

     It is our understanding that, for the initial phase of the HD/Ultra HD launch, Amazon has entered into a limited number of hardware manufacturer partnerships similar to the limited number of countries where the service is available. (US, UK, Germany, and, Japan). and that the next phase of the platform’s development includes accessibility to Chromecast built-in with the expansion of service availability to other countries. 

     As it is uncertain when this next phase of HD/Ultra HD development might take place, we are exploring options for direct access to this and other high resolution streaming services outside of the Chromecast built-in platform, but cannot provide confirmation at this time of when those features may be available with Primare Prisma. 

  • Is Tidal HiFi Masters available with Prisma?

    Tidal Master playback with Prisma is available using:
    • AirPlay (with Master file playback resolution at 16/44.1)
    • Roon with Chromecast built-in as endpoint, resolution up to 24/96, or directly, following Roon Ready certification, resolution up to 24/192 (Roon Ready certification and automatic over the air – OTA – update expected for NP5 Prisma January 2021, with all other Prisma models to follow shortly thereafter).
    • Tidal Master file playback is not available for playback using the Chromecast built-in platform directly. We are exploring options with Google to provide Tidal Master playback with Chromecast built-in, but are uncertain when that might be possible.
    • We are currently working with Tidal to make Tidal Connect available on all Prisma models by automatic software in 2021.
    • Another option would be to use a third party UpNP control application such as mconnect or BubbleUpNP, with resolution up to 24/48.
  • What music streaming service applications support casting with the Chromecast built-in technology that is included with Prisma?

    There are hundreds, including Amazon Music, Google Play, Apple Music, Spotify, and the most popular services providing higher resolution playback options, such as Tidal HiFi, Qobuz, and Deezer HiFi, with resolution up to 24/96kHz. Use this link to see a list of Chromecast built-in enable service applications. https://store.google.com/us/product/chromecast_apps?hl=en-US

  • How do I cast from a music streaming service to Prisma?

    • Begin by playing a track or album on the music streaming application. 
    • Once the selection has begun to play, press on the thumbnail image of the selection at the bottom of the play window on the left. 
    • Upon entering the larger play screen, there will be a cast symbol that looks like a speaker.
    • Press the cast button and cast options should appear in a directory for either Chromecast built-in, Spotify Connect, or AirPlay and Bluetooth.
    • You should see your Prisma product or products on that list, if it has been connected to the network.
    • Press the Prisma product you wish to cast to, and casting should begin within the few seconds.
    • Note: there will be a longer delay between the time of command and corresponding action when using AirPlay and Bluetooth than with either Chromecast built-in or Spotify Connect.

     

  • What can the USB A connector be used for?

    USB A input on Prisma was not designed for critical listening connection or control, nor for long–term large–scale digital media music library storage. Rather for temporary, more informal listening, with a thumb or portable drive. 

     The reasons for this are primarily performance related. The USB A connector is not the best sounding digital connector, partly as a result of its handling both audio signal and power, and as larger drives draw greater power from the socket, this can adversely affect both operation and performance quality. 

     Therefore, an Ethernet or WIFI connected NAS drive with media management software installed (such as MinimServer) has been prioritised as it offers the best performance and fullest functionality for Prisma connection and control 

     If USB A remains the preferred option, some information may be helpful: 

    • Drives must be formatted to either FAT32 or NTSF 
    • Maximum drive sizes are 512gb for FAT32 and 2tb for NTSF 
    • 50 folder or file limit, with no cover art, so recommended to: 


      Arrange files on the drive using a computer to sort by artist folder, and then within the folder by artist (last or first name), then album title, and then individual tracks.  

      Once sorted, folders and files will be displayed by alphabetical order, so file numbers should be removed at the head of any name or title (such as track numbers within albums). 

    • Searching, queue or playlist function are not available with USB A input, but full functionality is available from NAS connection, either by WiFi or ethernet. 
    • The use of a USB noise reduction device, such as the Audioquest Jitterbug or IFi isilencer, is recommended to improve performance.
  • What is Prisma?

    Prisma is the name for Primare’s bundle of network player technologies, bundled together to provide a complete streaming experience, and is composed of two basic elements.  

    The first is the Prisma application is designed to perform two essential functions: setup of any Prisma model, allowing for the customization of the device to best suit the system needs, and control of a network connected hard drive (NAS).  

    The second element is the suite of connection and control platforms providing direct access to hundreds of music streaming services.  In addition to AirPlay 2*, Bluetooth®, Roon Ready*, and Spotify Connect, Prisma features Chromecast built-in, a unique streaming portal allowing effortless direct connection to hundreds of streaming applications. 

    *available throughout the Prisma model range by future update beginning with NP5 Prisma second quarter of 2020. 

Home Theatre

  • What plans are in place for new Primare home theatre products?

    We are working hard to launch an all new range of home theatre models during 2021, including:

    A35.8 multi-channel amplifier

    • 8 channels, 150 watts per channel (all channels driven)
    • XLR and RCA inputs
    • Each pair of channels is bridgeable to mono
    • MSRP TBD (estimated €4000)
    • Launch date TBD (estimated second quarter 2021)

    SPA25 Prisma integrated amplifier

    • 9 channel,100 watts per channel (all channels driven)
    • Dolby Atmos and DTS X
    • 4K UHD HDR switching
    • Dirac Live DSP capabilities
    • eARC
    • Prisma network player technology
    • MSRP TBD (estimated €5000)
    • Launch date TBD (estimated third quarter 2021)

    SP35 Prisma processor preamplifier

    • 16 channel fully balanced preamplifier
    • Dolby Atmos and DTS X
    • 4k UHD HDR switching
    • Dirac Live DSP capabilities
    • eARC
    • Prisma network player technology
    • MSRP TBD (estimated €6000)
    • Launch date TBD (estimated fourth quarter 2021)
    • Is Dolby Atmos playback possible from Primare BD32 and BD32 MKII universal disc players?

      Both the Primare BD32 and BD32 MKII universal disc players utilise HDMI 1.4 video output stages, making them compatible with any Atmos enabled receiver and processor for playback of Atmos encoded discs if the following steps are taken:

      1. Connect the player using HDMI to any Atmos enabled receiver or processor.
      2. Select the bitstream output on the player.
      3. Be sure that the secondary audio feature is turned off.

      The receiver or processor will decode the Atmos signal sent to it from the player. The display on the Atmos enabled receiver or processor should indicate “Dolby Atmos” or “Dolby Atmos – TrueHD.” 

      With a fully configured Atmos speaker system, the result will be a true Dolby Atmos experience.