Troubleshooting

Diagnose the issue on site

Work through the checks below before contacting support. Most issues resolve to power, pairing or limits, and the checks take a few minutes each.

Before you contact support

Having the following to hand means we can usually resolve the issue in one exchange rather than several.

• The order reference or invoice number
• The product and, if known, the motor model
• A description of the fault and when it started
• A short video of the shade operating, if the fault is mechanical
• What you have already checked from the list above
• The control method being used, and whether other methods still work