Troubleshooting by symptom · Rolling Shutter Guide
My manual rolling shutter won’t move. Am I cranking the wrong way?
If the strap is not broken, probably yes: Roll-A-Shield's service desk finds the handle is being turned the wrong way 90% of the time. Turn the crank toward the arrow on the crank box: clockwise raises. If it still will not roll and the strap is intact, it has probably slipped off the spool inside the crank box.
Key facts
- 40% of Roll-A-Shield service calls are for broken straps; when the strap is not broken, 90% of the time the handle is being cranked in the wrong direction. Roll-A-Shield data
- On a Roll-A-Shield crank box, turning the handle clockwise (the direction of the arrow on the case) raises the shutter, and counter-clockwise lowers it. Roll-A-Shield data
- A pull-strap shutter rises when you pull the strap straight down, and lowers when you pull the strap toward your waist. Roll-A-Shield data
- Do not open a crank box: Roll-A-Shield's installation guide warns that it can damage the internal parts. Roll-A-Shield data
- Roll-A-Shield builds strap, crank-strap and crank-wand operators only for curtains up to about 50 lb. Roll-A-Shield data
Applies to: Manual rolling shutters (roll-down security shutters) of any brand with a strap and a wall-mounted crank box or pull-strap box; Roll-A-Shield 38 mm mini insulated strap manual shutters. Spring (push-pull) and crank-wand shutters are covered on their own pages.
Before you order a part, try the crank the other way. Roll-A-Shield's service desk works from its own numbers: 40% of service calls are for broken straps, and when the strap is not broken, 90% of the time the handle is simply being cranked in the wrong direction. So when the strap is intact, that one check fixes most manual shutters that "won't move".
Symptom, likely cause, what to do
| What you see | Likely cause | What to do |
|---|---|---|
| Crank clicks, shutter does not rise | Handle turned the wrong way | Turn toward the arrow on the crank box; clockwise raises |
| Crank turns, nothing moves, strap intact | Strap off the spool inside the crank box | Re-spool it; see the crank box page |
| Strap pulls freely, nothing moves | Strap broken or off its spool | Check the strap; replace it if frayed or snapped |
| Shutter stuck open, will not come down | Curtain hung up at the top | Loosen the strap inside and gently pull the bottom slat down inside the rails |
| Moves, but sticks or binds at one spot | Dirty or dry guide rails | Hose out the rails, dry, spray dry silicone |
| Will not lift from outside | Anti-lift brackets, by design | Operate it from inside |
| Will not move at all, has a lock | Key lock or slide lock engaged | Unlock it first; see how shutters lock |
Which way do I turn the crank?
Toward the arrow on the crank box. On a Roll-A-Shield crank box that is clockwise to raise the shutter and counter-clockwise to lower it. The handle fits the square opening in the bottom-right corner of the box.
A crank that clicks while the shutter stays put is the classic sign of turning it the wrong way. Turn it slowly the other way before deciding anything is broken.
Work through it in this order
- Look at the strap where it comes out of the wall and enters the box. If it is frayed or snapped, it needs replacing: see How to replace a broken shutter strap.
- If the strap is intact, crank slowly the other way. This alone fixes most cases.
- If it still will not roll, the strap has probably come off the spool inside the crank box and needs re-spooling. See How to replace or re-spool a crank box, or call (480) 921-0200 and ask for the re-spooling video.
- If the shutter has a lock, make sure it is unlocked; key locks and slide locks are options on some shutters.
Stop: Do not open the crank box. Roll-A-Shield's installation guide warns that opening it can damage the internal components.
How does a pull-strap shutter work?
It has no handle: you work the strap itself. Pull the strap straight down to raise the shutter; to lower it, take hold of the strap near the pull-strap box and pull it toward your waist so the shutter comes down slowly.
If the strap pulls but nothing moves, the strap is broken or off its spool, the same as on a crank shutter. The box should sit directly below the diamond roller, at about waist height, so the strap runs straight; a strap that enters the box at an angle wears out early.
Safety: The drum inside a pull-strap box is spring-loaded; the installation guide has you hold the strap and let the drum turn slowly whenever its spring is released.
What if it is stuck open or very hard to turn?
A manual shutter stuck in the open position can usually be freed from inside: loosen the strap and gently pull the bottom slat down inside the guide rails. If it moves but sticks at one spot, clean the rails and use dry silicone spray, never oil or WD-40.
Never force a shutter that will not move; forcing it can damage the slats. And never raise a manual shutter so fast that it slams into the box, which damages the entry guides and the parts inside.
Weight matters too. Roll-A-Shield's configurator does not allow strap, crank-strap or crank-wand operators on a curtain over about 50 lb. If a large manual shutter is a struggle to operate even with clean rails, ask about converting it to motorized.
What next
Roll-A-Shield's 15 mm strap manual shutters carry a 1-year warranty. Straps, diamond rollers and crank handles are in the parts store. In metro Phoenix, Roll-A-Shield repairs rolling shutters of any brand; elsewhere, call (480) 921-0200 for phone support.
Watch it done
Product Overview – Pull Strap and Crank Box
The written steps on this page are the reference; the video shows the same job.
Frequently asked questions
Why does the crank just click?
A crank that clicks while the shutter does not rise is being turned the wrong way. Turn it the other way, slowly, in the direction of the arrow on the crank box.
Does the crank direction change if the box is on the other side of the window?
Roll-A-Shield's guide says clockwise raises the shutter, and the factory fits the same crank-box part on either side. If in doubt, follow the arrow printed on the crank box case.
The handle turns freely but the shutter doesn't move. What's wrong?
If the strap is intact, it has probably come off the spool inside the crank box and needs re-spooling. If the strap is frayed or snapped, it needs replacing.
Why can't I lift my shutter from the outside?
That is deliberate. Manual shutters have anti-lift brackets inside the box that are designed to stop the shutter being raised from the outside.
Parts and next step
Need a part or a hand?
Replacement motors, remotes, straps, slats and hardware ship from our Tempe, Arizona factory. Phoenix-area owners can book a service visit; everywhere else, our technicians help by phone. Call (480) 921-0200; the factory answers technical questions for any rolling shutter, not only ours.