Thinka for KNX — FAQ

We're sorry to hear that you are experiencing issues with your Thinka. Before contacting support there are a couple of things that you can do.

First of all have a look at the LED(s) on the Thinka. The color and the fact that it is flashing or not, is an indication for a possible problem. The LED should normally be solid green. If it is another color, please look at what-do-the-colours-of-the-led-on-the-thinka-mean

Second you could try to reach the web interface of your Thinka, see how-do-i-find-my-thinka-on-my-network

If you still have problems with your Thinka, try to reboot your Thinka, see how-do-i-reboot-my-thinka

If that does not work, check whether the little LEDs next to the network port are on, they should be green and orange. If they are on (or flashing) your Thinka has connection to the network, and you can install the Thinka Companion app, see what is the companion app?

Alternatively you could try to find your Thinka by looking up its (DHCP) address on your router.

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When all this fails, please note your Thinka's serial number and contact support@thinka.eu

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The KNX bus provides around 320mA over 30V (less than 10 W) which is not sufficient to power both your KNX system and a Thinka.

Doing so can result in your KNX installation becoming irresponsive due to lack of power.

Use a separate KNX power supply, or use the power supply provided by Thinka.

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The Thinka can be restarted by pressing and holding the button on the front next to the Thinka logo until the LED flashes orange, releasing it and pressing to button once shortly. It may reboot multiple times if there is a major update. Alternatively you can restart the Thinka via the web interface under Settings -> System

This means your Thinka is either updating its software or is not working OK. In the latter case it probably can not connect to the KNX system or your network. Download and install the Thinka Companion app, and try to find your Thinka on your network.

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Do not power off your Thinka, wait at least 10 minutes before resetting it.

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This means your Thinka is working OK, but needs some attention. Go to the web interface (you can find it via https://setup.thinka.eu) and look at its status.

No worries, your Thinka is starting up

At power up the Thinka status LED will be solid red briefly. After starting up your Thinka will look for updates while the LED flashes red.
When ready your Thinka's LED should be constant green. Sometimes a Thinka will restart after receiving an update, and power off the LED for a short while.
In some cases even twice. When your Thinka is blinking green, it is accessible but needs your attention.

Thinka can be factory reset by pressing the button on the front next to the Thinka logo until it flashes orange, releasing it and holding the button again until the LED turns off.

Only do this if you absolutely need to, for instance if you are moving or selling your Thinka

Make sure to make a backup, this will help you set up your Thinka again

The serial number is on the bottom left on the front of your Thinka next to the S/N. It is is a six character/number combination in captitals and looks like AB34GD. It is NOT your HomeKit PIN, which is 8 numbers with dashes.

Either the group address does not exist (did you make a typo?), or the group address is not readable. It that case make sure (in ETS) that this group address has the read flag set. It is just a warning, you may decide to ignore it.

Log in to your (reseller or customer) account and go to your order history via the menu. Find the order that contains the broken Thinka and request an RMA.

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There are two ways to enable remote access for Thinka support:

‍1) Using the Thinka Web Interface

1. Open the Thinka web interface.
2. Go to Settings → Remote → Remote access for support.
3. Click Start Remote Support Access.
4. Your Thinka will generate a magic number.
5. Share this magic number with Thinka support agent.

‍2) Using the Thinka Companion App (App Store)

1. Download the Thinka Companion App from the App Store.
2. Open the app and select your Thinka.
3. Click Remote Access to enable it.
4. The app will display a magic number.
5. After enabling access you'll see a number that you can send to Thinka support by clicking on 'Share with support'.

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And besides that, If you want to learn how remote access gets done on Thinka Z-wave please see here ‍

ETS project files do not have a lot of structure and even though our import is smart, it can not always recognize all devices. The better the ETS file is organized the more we will find. A really nice way to setup a ETS project is described by us in this article Import ETS projects in Thinka

Alternatively you can add devices by hand.

When you forgot or want to reset your password, just go to the login page of your Thinka and click the 'reset the password' link. Then within 60 seconds click the button on the Thinka.

I get "Account cannot be invited to manage structures."

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You are probably using a G-Suite email account and that is not supported in Googl Smart Home. See Google Support for more information.

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Please contact support@thinka.eu

This can happen when you or somebody else connected before with another appleId. This user is the admin on HomeKit and therefor in Thinka.

You can remove this user from your Thinka, by logging into your Thinka and from Settings -> Homekit -> Reset HomeKit section

The online backup can only enabled if you are connected to the Thinka Cloud. Probably you have disabled all services that needed the Cloud (such as Alexa, Google, Olisto) in the past. By enabling one of them, the Cloud connection is restored and you will be able to use on-line backups. After that you can disable Alexa, Google or Olisto again.

When we want to investigate your Thinka in more detail, you can generate a 'diagnostics' file on your Thinka and email it to us.

The file is encrypted and can only be read by qualified Thinka personnel.

To do so, go to your Thinka's web interface, click on Settings (top right) and then Thinka -> Diagnostics. Then click on "Download diagnostics".

It will take some time for the diagnostics to be assembled, just wait until it downloads to your machine. Then send that file to support@thinka.eu.

If your Thinka does not appear in the Thinka Companion app, please check the following:

1. Verify the LED status on your Thinka
   The LED should be green.
   If it is not green, you can find information about LED colors here
2. Check your network configuration
   Even if the LED is green, the Thinka may not be visible if there is a network issue.
   Make sure that:
   • Your phone and Thinka are on the same network.
   • Avahi / Bonjour (mDNS) traffic is not blocked by your router or firewall.
     Some networks or access points may block mDNS by default.

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There are several possible reasons why you may not be able to complete your order:

1. Shipping is not available for your selected country for some reason at a time you try to checkout.
2. Your payment details may be incorrect or declined.
3. There may be a temporary system issue.

Please contact us at support@thinka.eu so we can assist you further.

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