Key facts

• After a shutter closes onto an object (a backroll), raising it with the motor causes more damage; stop it, clear the object and run it fully down first. Roll-A-Shield data
• The usual damage is the T-shaped hanging straps (T-straps) pulled off the slat roll or bent backward; they are drilled out and re-riveted to the axle. Roll-A-Shield data
• The tubular motor sits inside the axle, so drill out old T-strap rivets shallowly or you can damage the motor. Roll-A-Shield data
• Never run a motorized shutter while the slat curtain is disconnected from the axle; a jam can burn out the motor and damage the entry guides. Roll-A-Shield data
• Only some motors have obstacle detection: Gaposa Sense motors (10-50 Nm, wired and radio) and the Autonomo solar motors do; manual-override (CMO) motors, mechanical-limit motors and all Somfy RTS/LT motors do not. Roll-A-Shield data
• Shutters over 9 ft wide need two technicians on a service visit. Roll-A-Shield data

Applies to: Motorized rolling shutters (roll-down security shutters) of any brand with a tubular motor inside the axle and T-shaped hanging straps holding the slat curtain; Roll-A-Shield insulated and single-wall motorized shutters with Gaposa or Somfy motors.

A rolling shutter that closes onto a chair, a planter, a hose or a car bumper is a common way a working shutter gets damaged. The first thing most people do, pressing UP to free it, is the one thing that makes it worse. This page covers motorized shutters; for a strap or crank shutter that will not move, start at Why won't my rolling shutter go up or down?

Symptom, likely cause, what to do

What is a backroll, and why shouldn't I run it back up?

A backroll is what happens when a shutter closes onto an object: the curtain stops on the obstruction, the slats above it can go slack, and the T-straps that hang the top slat from the axle can come loose from the slat roll or bend backward.

Running the motor up at that point causes more damage. Stop the shutter instead. If the curtain has come off the axle completely, a motor driving it can also burn out and damage the entry guides at the top of the rails.

What should I do right now?

Stop, clear, take out the slack, then run it fully down.

1. Stop the motor. Do not press UP.
2. Carefully remove the object the shutter came down on.
3. Let the curtain fall on its own, or pull the bottom slat down gently, until there is no slack between the slats.
4. Use the remote or switch to run the shutter all the way down. This lets the motor reset at its bottom position.
5. Remove the box cover and check for damage (next section) before you run the shutter up again.

How do I tell if the T-straps or slats are damaged?

Take the box cover off and look; the damage from a backroll usually shows at the top of the curtain.

• T-straps (hanging straps) are the white T-shaped pieces fixed to the axle that slide into the top slat and hang the whole curtain from the axle. If one has pulled out of the top slat or is bent backward, it needs replacing.
• Slats that are dented, creased or kinked are dealt with by replacing the slat roll (the curtain), a separate procedure.
• A curtain out of the guide rail, or one that spins at the top without lifting, is a stop-and-call situation.

The parts of a rolling shutter page shows where each of these sits.

How do I replace a bent T-strap?

With the shutter fully down and the box open, the T-strap swap needs a drill, a rivet gun and one new T-strap for each damaged one.

Tools: replacement T-straps for your shutter, a drill with a small metal bit, a rivet gun and rivets that fit the existing holes, a driver for the box cover screws, a stepladder and a helper.

1. Use the motor to rotate the axle until the damaged T-straps face you, then remove them.
2. Drill out the old rivet holes just far enough to clear them.

3. Push the slat roll slightly up and over the axle so you can reach the top slat.
4. Slide the new T-straps onto the top slat, then let the slat roll return to its position.
5. Line each T-strap up with its pre-drilled hole in the axle and rivet it with the rivet gun. On an aluminum axle the strap holes are drilled at the factory, so the new straps go back on the same holes. T-straps can also be fixed with short screws; keep them short, because the motor is inside the axle.
6. Run the shutter up and down a few times, watching that the curtain winds evenly, then refit the box cover.

Following a published Roll-A-Shield guide does not void the warranty; mains wiring must be done by a licensed electrician.

When is it a technician job?

Call when the damage goes past the T-straps or the curtain is too heavy to handle safely.

A technician visit makes sense when slats need replacing on a large shutter, when the curtain is out of the rails, when the box is hard to reach, or when the motor does not respond normally after the reset. If a drill may have reached the motor, have the motor checked before relying on it; see replacing a shutter motor.

Doesn't my motor have obstacle detection?

Only some motors do, and many shutters have none. On the motors Roll-A-Shield fits, obstacle detection is on Gaposa Sense motors, 10-50 Nm (model codes XQ5E wired and XQ5EZ radio), and the Gaposa Autonomo solar motors. It is not on manual-override motors, mechanical-limit motors, Gaposa's 80-120 Nm motors (XQ6E/XQ6EZ series, even where a part name says Sense), and all Somfy RTS/LT motors. To check yours, go by the model code on the motor label, not by a part name or an "EZ" in it.

So a shutter that drove down onto something has not necessarily failed; most likely its motor simply does not have the feature. On a Gaposa motor that has it, detection can also be switched off and back on with a programming sequence, so it is worth checking it has not been turned off. Either way, obstacle detection reduces damage; it is not a reason to close a shutter with anything in the opening, especially with a group or "all down" button that runs several shutters out of sight.

If you want to know which motor you have, the brand is printed on the remote or the motor head. The Gaposa programming guide covers Sense motors, and the manual override guide covers crank-override motors.

What next

Replacement T-straps and slat curtains are ordered by phone at (480) 921-0200; remotes, straps and Gaposa motors are in the Roll-A-Shield parts store. In metro Phoenix, Roll-A-Shield repairs rolling shutters of any brand, including backrolls and slat replacement.

Watch it done

Service Tutorial – Fixing a Backrolled Shutter

The written steps on this page are the reference; the video shows the same job.

Frequently asked questions

Why can't I just run it back up?

After a shutter closes on an object, the curtain above it is slack and the T-straps may already be bent or off the slat. Running the motor up with the curtain in that state makes the damage worse. Clear the object and run it fully down first.

Doesn't my motor have obstacle detection?

Only some do. Obstacle detection is on Gaposa Sense motors, 10-50 Nm (model codes XQ5E wired and XQ5EZ radio), and the Gaposa Autonomo solar motors. It is not on manual-override motors, mechanical-limit motors, Gaposa's 80-120 Nm motors (XQ6E/XQ6EZ series, even where a part name says Sense), and all Somfy RTS/LT motors. Not every Gaposa motor has it.

Can I use screws instead of rivets on the T-straps?

T-straps are fixed to the axle with rivets or short screws. If you use a screw, keep it short: the motor is inside the axle, and a long screw or a deep drill hole can damage it.

Some slats are dented after it hit something. Can I keep using it?

Have it inspected before you use it regularly. Roll-A-Shield's fix for damaged slats is a replacement slat curtain, and a curtain that jams or comes out of the guide rails should not be run at all.

Related questions

• Why won’t my rolling shutter go up or down?
• What are the parts of a rolling shutter?
• How do I replace a rolling shutter motor?
• How do I program a Gaposa rolling shutter motor from scratch?
• What is a manual override, and do I need one?
• Rolling shutter repair in metro Phoenix
• Shop rolling shutter parts