Prisma OTA Firmware Updates Status Report, 23 December

 

We are releasing today, Tuesday, 23 December, OTA firmware updates for the remaining Prisma models listed below:

• I15 Prisma
• I15 Prisma MK2
• SC15 Prisma
• SPA25 Prisma

Notes for SPA25/SP25 Prisma users

It is recommended that system settings be saved using the Memory Settings tab in the General Settings menu of the OSD, so they can be recalled if a factory reset occurs as part of the update process.

If previously saved settings do not produce the expected results after the update, for example, if audio delay has increased by 100 ms, a factory reset should be performed, followed by a complete setup of the unit from scratch.

In addition, due to extensive changes to the Dirac SDK, including improvements that allow easier manipulation of final results within speaker preset settings, a new Dirac calibration is recommended. These changes are expected to yield subtle improvements in overall system performance.

Finally, Dirac users should download and install the updated Dirac firmware. Instructions and firmware files are available under the Support tab on the relevant product pages:

• SPA25 Prisma (firmware version 2.1.18)
• SP25 Prisma (firmware version 2.1.19)

Additional Notes

While the previous updates have been downloaded successfully by the vast majority of users, we are aware that some users have experienced issues where the update is unable to fully complete.

As noted in prior communications, this issue can often be resolved by performing one or both of the following actions:

• Rebooting the device by turning it fully off and then back on using the rear-panel AC power input switch (not the front panel, remote control, or application standby button).
• Performing a factory reset by pressing and holding the standby button until the front-panel display indicates that the reset process is underway. Note: Users connected via Ethernet are advised to disconnect the Ethernet cable during this process, as this appears to allow the full update download to complete.

Additionally, and for reasons that are not yet fully clear from our testing, it appears that rebooting and/or resetting may need to be performed more than once in order for the firmware download and installation to complete successfully.

We have also received a few reports of an issue with Spotify playback being limited to individual tracks. In most instances, rebooting the Prisma device as described above restores continuous playback.

For users experiencing issues accessing Spotify Lossless playback, please follow the steps to enable that service level for both your Spotify account and the related Prisma model, as outlined in the FAQ at this link.

For those continuing to have issues after reseting or rebooting, please submit a help request providing detailed information regarding the specific issue being experienced, system specifics, and firmware versions, at this link.

Please be assured that, although our offices will be closed for the winter holidays over the next two weeks, staff will continue to monitor the feedback we receive regarding both past and current updates.

We will also continue testing and working with Spotify and our network player development and engineering partners to determine the cause of the reported issues and provide appropriate solutions.

During this period, we ask for your patience, in part because our staff will not be able to devote their full attention to this effort as they must understandably be allowed to spend some time with family and friends over the holiday season.

With thanks in advance for your understanding, and best wishes for the holiday season.