Motorised curtains troubleshooting guide
Thank you for shopping with The Curtain and Blind Company. Every effort has been made to ensure we've delivered perfectly made curtains you'll enjoy for many years to come. However, if you feel something isn’t quite right, we’d like to resolve your concerns.
To help identify any possible issues, we require the following troubleshooting steps to be undertaken and if required, examples of the issues you're experiencing to be shared with our customer support team.
It's essential we receive all the requested information so we can accurately assess your situation. If the information is not shared in full, it may prevent us from offering a satisfactory resolution such as a fix, repair or replacement.
Troubleshooting joined tracks
Tracks over 2300mm wide are supplied in split sections for shipping purposes. These sections must be correctly joined to ensure the motorised curtain will perform as intended.
1. Check the green track belt has been joined as per the information found on page 2 of the printed installation instructions. This video also demonstrates how to connect the belt.
To confirm that the belt is joined, check if the runner string (or strings) inside the track can be fully moved from open to closed and back again by hand (do not have the motor connected).
If the runner string (or strings) can be fully moved, the belt is joined. If it cannot, it's likely the belt has not been properly joined and the joining process should be attempted again.
If the belt is properly joined but the runner string movement still seems to be limited, check if the belt has become twisted or jammed anywhere inside the full width of the track. The metal plates at each end of the underside of the track can also be carefully unscrewed to check for any jam in the cogs (these must be reattached after checking is completed).
2. Check your track joiner component is secured firmly (if required, tighten using the supplied Allen key). The joined track sections should be in line and not causing any impediment to the smooth movement of the belt or runners.
Troubleshooting motor operation
If your track is correctly assembled but you are experiencing motor performance issues, please refer to page 11 of the supplied User Manual to perform the motor reset steps (a digital copy of the manual can be found here).
IMPORTANT: Before proceeding with any motor testing or resets, ensure the motor battery is fully charged.
When the reset steps are completed, try recalibrating the opening / closing end points by pulling the curtain fabric by hand to instigate the process. The track runners and curtain fabric should travel towards the middle and/or end point and back again.
If the above steps don't resolve your concerns, please email a video of the problem to info@curtainandblindco.com.au. If needed, use a file sharing service such as Google Drive, Dropbox or WeTransfer to send your video files.
We’ll get back to you at the earliest possible opportunity with our assessment and proposed next steps. This may include a request for additional details if we believe they are needed.
While the assessment is underway, we also recommend reviewing our measuring and installation guides to re-familiarise yourself with these processes, along with our Terms & Conditions.
