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I have no experience with the rack, but it's possible that the knob is slipping where it connects to the bolt that actually secures the rack. You may have to cut off the knob to remove the rack. I would contact Thule or a local dealer for advice, though. They should be willing to help with a $400 rack.
Thule Racks can be complicated and sometimes the instructions are missing, forgotten or lost. By following this link to Thule, you can choose whatever product you have and get either a new manual (free-PDF) or any other technical specification you might need.
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Call a bike shop who sells thule bike racks and they can look it up for you. Or, better still the dealer you bought it from will be glad to mount it for you and teach you about it.
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