Troubleshooting

Cannot connect remotely / Cloud Interface unavailable

Check the Cloud Interface toggle: in the Web Interface under KNX Settings, the Cloud Interface toggle is only available when the IP Interface, IP Secure, and Data Secure are all enabled. If the toggle is greyed out, finish setting up KNX Secure first.

Check KNX Secure: Remote Access requires IP Secure and Data Secure to be configured. Confirm Secure Commissioning is active and the FDSK has been added in ETS.

Check the ETS version: the Cloud Interface requires ETS 6.3 or higher. Access Tokens require ETS 6.4 or higher.

Check outbound internet access: the device must be able to reach https://*.atios.ch on port 443. If your firewall blocks outbound HTTPS, the device cannot establish the remote connection.

Check access control: if you are using Access Tokens, confirm the token you are connecting with is activated and has not expired. If you are relying on the ToolKey, confirm Access with ToolKey is enabled. See Configuring Access.

Cannot access the Web Interface

Check the device IP address: the device's IP address can be found in your router's DHCP client list. Try opening http://<ip-address>/app/ in your browser.

Check network connectivity: make sure your computer is on the same local network as the device. Verify the network cable and switch (or PoE port).

Try a reboot: if the device is unreachable, reboot it and reconnect. If the issue persists, boot into safe mode (keep the Reset Button pressed during reboot until the Power LED is solid yellow).

ETS programming fails or the device does not come back

Wait for the reboot: programming a device triggers a reboot, which can take up to a minute. Refresh the Web Interface after waiting.

Do not program immediately after a firmware update: wait at least 2 minutes after a firmware install before programming in ETS. Programming too early reverts the device to the previous firmware version.

Download the physical address first: download the physical address of the device before the full application program. Activate Programming Mode with a quick double press of the Reset Button (Power LED turns solid red) or via the Web Interface.

Firmware update not available

If the firmware update button is greyed out or shows a locked message, your device may be locked to a specific firmware version by your installer. Contact support@atios.ch to request an unlock.