New S1 sound bar not acknowledging subwoofer

We bought the S1 yesterday and can't get the subwoofer and soundbar to sync. The soundbar is producing sound. We've followed the instructions to sync them and I think the problem is with the soundbar... the instructions imply that, by holding the Bluetooth and vol + buttons for 5 seconds, lights will flash to show it is searching or has found the subwoofer... the lights don't flash at all (the power on white light stays constant). The buttons all work individually.

Any suggestions of things to try are appreciated (calling tech support less so as the hours are when we both are at work).