Troubleshooting by symptom · Rolling Shutter Guide
My rolling shutter came out of its guide rail. Can it be fixed?
Stop operating it first: every cycle with the curtain out of the track risks more damage. Common causes are wind or a hard push on a rail without end retention, the curtain jamming, or a motor that kept running after a jam. A curtain is refitted with the box open, by feeding the bottom slat back into the rail.
Key facts
- A shutter that is off track should not be operated; Roll-A-Shield's service desk tells owners to stop and book an inspection. Roll-A-Shield data
- In a standard guide rail without end retention, pushing hard against a slat can pop it out of the track and free the curtain. Roll-A-Shield data
- End retention puts a screw at the slat joints whose heads ride in a second channel of the guide rail, so the curtain cannot be pushed out; Roll-A-Shield's 63 mm single-wall shutters always run on the end-retention rail. Roll-A-Shield data
- The mini-wide guide rail is about 1/2 to 3/4 in wider than the mini rail, so wider spans of mini slat stay in the track under wind and pressure; the configurator switches to it for openings over 120 in wide. Roll-A-Shield data
- Shutters over 9 ft wide need two technicians on a service visit. Roll-A-Shield data
Applies to: Rolling shutters (roll-down security shutters) of any brand with slats running in side guide rails, manual or motorized; Roll-A-Shield 38 mm and 55 mm insulated shutters on mini, mini-wide and standard rails, and 63 mm single-wall shutters on end-retention rails.
A curtain that has slipped out of one guide rail usually shows as a bulge or a loose edge on one side, slats that stick out past the rail, or a shutter that jams part-way. The first rule is the same whatever caused it: stop operating it. Each cycle with the curtain out of the track does more damage, and forcing a stuck shutter can damage the slats.
Symptom, likely cause, what to do
| What you see | Likely cause | What to do |
|---|---|---|
| Slats popped out on one side after wind or a push against the curtain | No end retention; slat forced out of a standard rail | Stop; book a refit |
| Curtain out of the rail after it came down on something | Jam or backroll | Stop; see the backroll page |
| Out of the rail and T-straps bent or torn | Motor may have kept running after the curtain jammed | Stop; do not run the motor |
| Problems started after window replacement, painting or other contractor work | Disturbed during the work, or run while disconnected | Stop; book an inspection |
| Sticks or binds at one spot but stays in the rail | Dirty or dry rail, or a rail screw overtightened | Clean the rail and spray dry silicone; see noise and sticking |
Why do shutter slats come out of the guide rail?
Usually because something pushed hard on the curtain, or the curtain jammed. The slat ends sit in a channel in each guide rail, lined with weather stripping; end retention, where fitted, adds a second hold.
- Wind or a push. Without end retention, pushing hard against a slat in a standard guide rail can pop it out of the track and free the curtain.
- A jam. A curtain that jams or comes down on something can end up out of the track, and Roll-A-Shield has seen T-straps torn off when a motor kept running into a jam.
- Other work on the house. Problems that start right after a window replacement, painting or other contractor work are a known pattern; mention it when you call.
What should I do right now?
Stop using it, and do not try to force it either way.
- Stop the motor, or stop pulling the strap or crank.
- Clear anything from the opening and from under the curtain.
- Do not keep pressing UP or DOWN to see if it pops back in. If the curtain looks detached from the axle, never run the motor: a jam can burn out the motor and damage the entry guides at the top of the rails.
- Take a photo of the box, both rails and the bottom of the curtain. Roll-A-Shield's service desk asks for one to judge the shutter's condition before sending a technician.
How is a curtain put back in the rail?
With the box open, by feeding the bottom slat back into the rail and letting the curtain run down through the tracks. Roll-A-Shield's advice is to have this done rather than force it; this is what the job involves.
- The box cover comes off, with the shutter in the down position.
- The curtain is rolled up, and the bottom slat (the base slat) is pushed back into the guide rail.
- The shutter is lowered so the slats feed smoothly through the tracks.
- On end-retention rails, the small ball at each end of the slat roll has to slide into the slot inside the rail.
- The T-straps and slats are checked for damage, the box cover goes back on with every fastener, and the shutter is run through a full cycle.
Creased or kinked slats are replaced rather than refitted; see replacing the slat curtain.
Safety: Lifting or rolling a curtain by hand means holding its weight. Shutters over 9 ft wide need two technicians.
How do I stop it happening again?
Choose the rail for the span and the exposure. Roll-A-Shield uses four guide rails, set mostly by the slat:
| Rail | Width | Used with |
|---|---|---|
| Mini | 2.0875 in | 38 mm mini insulated slat |
| Mini-wide | 2.638 in | Wider spans of mini slat, so wind or pressure will not pop the slat out |
| Standard | 3.346 in | 55 mm standard insulated slat |
| End-retention | 2.944 in, three channels | End-retention slat |
Roll-A-Shield's configurator makes the mini-wide rail the default for a mini shutter when the opening is over 120 in wide. For the most resistance, end retention puts a screw at the slat joints whose heads ride in their own channel in the rail, so the curtain cannot be pushed out of the track; on Roll-A-Shield shutters it comes with the 63 mm single-wall slat.
Rails are installed plumb and level with the same spacing at the top and bottom, and their screws are snug rather than tight, because overtightening can warp or obstruct the rail. Keep the rails clean and, if they feel stiff, use dry silicone spray on the rails only, never oil or WD-40.
What next
Call (480) 921-0200 with your photo for parts or phone support. In metro Phoenix, Roll-A-Shield repairs rolling shutters of any brand, including off-track curtains.
Frequently asked questions
Can I push the slats back into the track myself?
Roll-A-Shield's advice is to stop operating the shutter and have it inspected rather than forcing it. Refitting is done with the box cover off, feeding the bottom slat back into the rail and then checking the T-straps and slats, and forcing a stuck curtain can damage the slats.
It came out in a windstorm. Is it ruined?
Not necessarily, but have it inspected before you run it again. The curtain is refitted into the rail with the box open and the T-straps and slats are checked; damaged slats are dealt with by replacing the slat roll.
Do all rolling shutters have end retention?
No. End retention needs special slats and a special three-channel guide rail. On Roll-A-Shield shutters it comes on the 63 mm single-wall slat, and the 38 mm mini foam slats cannot take it.
Why did it come out right after my windows were replaced?
Problems that start right after window replacement, painting or other contractor work are a known pattern, including a curtain run while it was disconnected for the work. Stop and have it inspected rather than running it.
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.