Not working intermittently

More recently my toniebox will stop playing sound even though the lights are reactive to the tonies. It will then refuse to reset/shutoff no matter how many times I try and will not work. I have to put it in sleepmode and hope for the best when it comes out of it, meanwhile my baby is crying and extremely upset that her sounds stopped playing. Wish there was a way to force shut down/restart through the app or some kind of support