Check the status of Soundtrack
Visit our status page to check there are no issues with the Soundtrack systems.
Test connectivity
To rule out issues with the cable or the network port, connect another device to the same network and visit https://app.soundtrack.io/connectivity.
Check firewall settings
Check the following ports are open for outbound traffic:
443 (TCP)
53 (UDP/TCP)
123 (UDP)
Restart the player
Unplug the power cable and plug it back in. Wait and see if the LED lights change.
Factory reset the player
1. Unplug the power cable.
2. Use a small pin and push the little button to the left of the USB on the front panel.
3. Keep the pin pressed in for 30 seconds or until you can see that both lights are blinking green. At the same time, plug the power cable back in.
5. Leave the player paired and connected to the internet for 15 minutes.
Create a troubleshooting report
Insert a FAT32 formatted USB stick into the player for one minute. Then insert the USB stick into a computer and open the troubles.html file. Send the troubleshooting report and any other relevant information to support@soundtrack.io.