Troubleshooting by symptom · Rolling Shutter Guide
Why is my rolling shutter crank stuck, slipping or breaking at the joint?
A crank that clicks is being turned the wrong way, and one that spins freely has usually let the strap slip off its spool. A crank that is hard at one spot points to dirty or dry guide rails; do not force it, because forcing can break the crank. Never open or oil a crank box.
Key facts
- When a manual shutter's strap is not broken, about 90% of the time the handle is being cranked in the wrong direction. Roll-A-Shield data
- Do not open a crank box; Roll-A-Shield's install guide says it can damage the parts inside. Roll-A-Shield data
- Never oil the motor or the crank box; only the guide rails get dry silicone spray. Roll-A-Shield data
- Roll-A-Shield's configurator will not build a strap, crank-box or crank-wand shutter whose curtain weighs more than about 50 lb. Roll-A-Shield data
- Roll-A-Shield's hex crank wands use a 7 mm hex rod; a universal wand instead hooks a bell end over a jointed fitting that hangs from the box. Roll-A-Shield data
Applies to: Crank-box (strap) shutters, gear-operated crank-wand shutters, and the manual override crank on wired and remote motors, including Roll-A-Shield's.
Most crank problems are not broken parts. On a manual shutter with an intact strap, about 90% of the time the handle is simply being cranked in the wrong direction, according to Roll-A-Shield's service desk. Work out which kind of crank you have, match the symptom in the table, and stop before forcing anything: forcing a crank past a tight spot can break it.
Which kind of crank do I have?
There are three, and they fail differently.
- Crank box (strap crank). A box on the inside wall, below the point where a strap comes through the wall. The handle fits a square socket at the bottom of the box and winds the strap.
- Gear-operated crank wand. No strap: a wand turns a gear kit fitted to the shutter's axle. Roll-A-Shield's configurator specifies an 11:1 gear kit for its crank-wand shutters.
- Manual override on a motor. A wired or remote motor with a built-in gear you can turn by hand when the power is out. Solar and battery motors do not have one.
Wands come in two styles. A universal wand has a bell on the end that hooks over a jointed fitting hanging from the box; a hex wand slides into a hole in the box, which is harder to engage but leaves nothing outside for someone without the wand to grab. Roll-A-Shield's hex wands use a 7 mm hex rod.
Symptom, likely cause, what to do
| Symptom | Likely cause | What to do |
|---|---|---|
| Crank box: handle clicks, shutter does not move | Turning the wrong way | Turn toward the up arrow on the box. |
| Crank box: handle spins, strap intact, shutter does not move | Strap came off the spool inside the box | Re-spool it from outside the box (steps below). |
| Crank box: handle loose or turning roughly | Handle not secure in its socket | Check the handle is fully in the square socket and turns smoothly. |
| Any crank: hard to turn at one spot | Dirt in the guide rails, or dry rails | Hose out the rails, let them dry, spray dry silicone on the rails only. |
| Any crank: will not turn, curtain off its track or jammed | Mechanical jam | Stop. Do not force it; have it inspected. |
| Override: the universal joint at the box snapped | Force at a tight spot (the one case on record) | Stop cranking; call for a replacement joint and have the tight spot found before using it again. |
| Crank box: still will not wind after re-spooling | Crank box mechanism failed | Replace the crank box as a unit. |
| Override crank works, but the motor only buzzes | Motor fault | See the motor replacement guide. |
Why does my crank click or spin without lifting the shutter?
Clicking means the handle is turning the wrong way; turn it toward the up arrow, which is marked where the handle goes into the box. Clockwise raises a crank-box shutter and counter-clockwise lowers it. Cranking the wrong way can also wind the strap incorrectly, and a handle that spins with nothing happening usually means the strap has come off the spool. Re-spool it without opening the box:
- Stand in front of the box and grab the strap where it leaves the top.
- Hold tight and pull the strap up and out of the box until it stops.
- Keep the strap taut and crank it back in toward up.
- Keep cranking until the shutter rolls up.
The full troubleshooting for straps that slip, fray or come loose is on Why is my strap frayed, slipping or off the spool?.
Why is my crank hard to turn or stuck?
A crank that gets hard at the same spot often has dirt in the guide rails or dry rails. Hose the rails out, let them dry and spray dry silicone on the rails; never use WD-40 or oil, and never oil the crank box or the motor. Also check that nothing is blocking the curtain inside the rails.
A crank that has always been heavy work may simply be a large shutter: on a full-size storefront shutter, an override crank can take a long time and feel heavy. Roll-A-Shield's configurator limits strap cranks and crank wands to curtains of about 50 lb; larger shutters need a different operator. See How big can a manual shutter be before it needs a motor?
Stop: If the curtain is off its track, jammed or stuck at the top, stop cranking. Each turn can do more damage.
Why does the crank keep breaking at the joint?
Roll-A-Shield's service records describe one case in detail; it is a single case, not a rule. A large shutter's override crank was being used every day after its motor had failed; the crank hit a tough point, and the universal joint at the box snapped under the force. The suspected causes were a damaged gear or the curtain catching in its track. The service team's view was that an override is not meant to be used every day on a shutter that size, and that driving the crank with a power drill risks stripping the gear.
So treat a tight spot as the problem, not the handle. Clean the rails first, do not force the crank or put a drill on it, and if the curtain still catches, have it inspected before fitting a new joint or handle.
Can I replace just the handle, or does the crank box go too?
Either can be replaced on its own. The crank box itself is replaced as a whole unit, never opened; Roll-A-Shield's install guide says opening it can damage the parts inside. The swap is done from inside the house: crank the strap up to its end to expose the metal band, free the strap, change the box, re-clamp the strap and wind it back in, keeping it straight from the diamond roller down. See replacing or re-spooling a crank box.
Roll-A-Shield builds its crank shutters with one crank-box part for either side; the side is set by which end of the shutter box the strap comes out of. For a wand, match the style (bell-end universal or hex) to the fitting on your box. If you are unsure, send a photo when you call (480) 921-0200.
What next
Crank handles, crank boxes and replacement strap are in the Roll-A-Shield parts store; for a wand or an override joint, call (480) 921-0200. In metro Phoenix, Roll-A-Shield's service team services rolling shutters of any make.
Frequently asked questions
Does it matter whether my crank box is on the left or the right?
Roll-A-Shield builds its crank shutters with one crank-box part for either side; the side is set by which end of the shutter box the strap comes out of. When ordering a replacement, tell us which side your strap exits and send a photo.
Should I oil a stiff crank box?
No. Never oil the crank box or the motor. If the shutter is stiff, clean the guide rails and spray dry silicone on the rails only.
Can a big shutter be cranked by hand?
Only up to a point. Roll-A-Shield's configurator limits strap cranks and crank wands to curtains of about 50 lb, so larger shutters need a different operator, such as a wired or remote motor, which can be ordered with a manual override crank for power outages.
Can I use a drill to crank my shutter?
It is not recommended. In one recorded service case, where a drill had been used on a motor's override crank, Roll-A-Shield's service team cautioned that a drill risks stripping the gear. Turn it by hand, and stop at any tight spot.
Can I open the crank box to fix the strap inside?
No. Re-spool the strap from outside the box: pull it out until it stops, hold it taut and crank it back in toward up.
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.