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SUBWAY Radio Technical Support Guide

We have outlined some technical information intended for supporting SUBWAY Radio media devices “player” and assisting with the connection of the player to an existing sound system. Each media player has been preconfigured with an auto set up wizard for DHCP and should automatically connect and obtain an IP address and begin playing when connected to power and an active internet connection. The following troubleshooting guide will help resolve problems you may encounter, tips and answers to frequently asked questions.

It is recommended to first do a firmware update on the device before beginning any troubleshooting. To do a firmware update please press and hold the brightness key (located on the bottom right of the remote). This will update the media to the latest software version.
1. Player will not power on
1.1 Make sure the power cord is plugged into an active power outlet.
1.2 Connect the power adapter into the back of the media player.
1.3 Make sure batteries are properly installed, with the flat side of the battery (negative pole) inserted in the spring loaded side of the remote control.

2. Player shows now playing and artist but there is no sound
2.1 Check volume with remote, set to 85% and check master volume on amplifier..
2.2 Make sure the proper input on the amplifier is selected. If the RCA (red & white) is connected into AUX on the back of the receiver, AUX should be selected on front of the amplifier.
2.3 Make sure speaker wires are properly installed on amplifier.

3. Remote control seems to be locked up or frozen
3.1 Make sure batteries are properly installed.
3.2 Disconnect AC power from back of unit and wait 5 seconds to reconnect.

4. Media Player reads, “cannot connect to Ethernet connection”
4.1 Check Ethernet cable to see if it is defective or has damaged.
4.2 Reboot router or switch.

5. Player display says not able to find DHCP server
5.1 Make sure Ethernet cable is connected into the back of the player and into the router or switch.
5.2 Try plugging Ethernet cable into different port on the switch or router.
5.3 You may not have DHCP enabled on router.
5.4 Check with Internet Service Provider if you are on a static IP address. (If you use static IP addresses please see Static IP configuration below)
5.5 Reboot router or switch.

6. Player used to work and now does not
6.1 Press the play button on remote control.
6.2 Disconnect AC power from back of unit and wait 5 seconds to reconnect, Press the play button on remote control
6.3 Reboot router or switch.

7. How to change Channels
7.1 From the (Now Playing Menu) LEFT arrow
7.2 DOWN arrow to Favorites
7.3 RIGHT arrow to select
7.4 UP DOWN arrow to select from branded stations
7.5 Press the play button on remote control to select station.

8. Firewall Connection Issues
8.1 Make sure the following ports are open:
      Port number: 3483 (TCP)- Name: SlimServer Control
      Port number: 3483 (UDP)- Name : SlimDiscovery
      Port number: 8000 Internet Radio

For more assistance please contact TurnKey Media Solutions at 800.827.3120 or email support@tkmsolutions.com