Troubleshooting by symptom · Rolling Shutter Guide
Why is my rolling shutter strap frayed, slipping or off the spool?
A strap frays when it runs at an angle or twisted from the diamond roller into its box, so replace it and hang the box straight below the roller. A crank that spins without lifting usually means the strap came off its spool: pull the strap out until it stops, then crank it back toward up. Replace a snapped strap.
Key facts
- About 40% of Roll-A-Shield service calls are for broken straps. Roll-A-Shield data
- The strap box must sit directly below the diamond roller at about waist height; a strap that enters the box at an angle wears out early. Roll-A-Shield data
- If a crank-box strap is not broken, pull it up and out of the box until it stops, hold it taut and crank it back in toward the up arrow. Roll-A-Shield data
- Do not open a crank box; it can damage the parts inside. Roll-A-Shield data
- Buy replacement strap at about three times the height of the opening; a 7 ft window needs about 21 ft. Roll-A-Shield data
- Roll-A-Shield's 15 mm strap manual shutters carry a 1-year warranty. Roll-A-Shield data
Applies to: Pull-strap and crank-box rolling shutters that run a flat strap through the wall, including Roll-A-Shield's 15 mm strap shutters.
A strap shutter has two parts that wear: the strap itself, and the box on the inside wall that winds it (a pull-strap box with a spring drum, or a crank box). Broken straps are one of the most common service calls: Roll-A-Shield's service-desk guide puts them at about 40% of service calls. When the strap is not broken, the usual causes are a handle cranked the wrong way or a strap off its spool, and both can be fixed without tools.
Symptom, likely cause, what to do
| Symptom | Likely cause | What to do |
|---|---|---|
| Strap is frayed or wearing out early | Strap runs at an angle or twisted between the diamond roller and the box | Replace the strap, and re-hang the box directly below the roller. |
| Strap snapped; the shutter dropped or will not rise | Broken strap | Replace the strap. |
| Crank clicks, shutter does not move | Handle turned the wrong way | Turn toward the up arrow on the crank box. |
| Crank turns or spins, strap intact, shutter does not move | Strap came off the spool inside the crank box | Re-spool it from outside the box (steps below). |
| Strap pulled loose from the crank box | Strap off the metal band at the top of the box | Re-clamp it on the band. |
| Strap pulled loose from a pull-strap box | Strap end off the strap lug on the drum | Re-hook it on the lug (steps below). |
| Pull-strap: slack strap will not coil back into the box | Spring drum still locked, or the box has failed | Check the locking tab is released; if the drum still will not take up the strap, replace the box. |
Why does my shutter strap keep fraying?
Almost always because the strap does not run straight. The box must be mounted directly below the diamond roller (the small guide where the strap comes through the wall), at about waist height, so the strap drops straight into it. A strap that enters the box at an angle wears out early. The same goes for twists: Roll-A-Shield's install and strap-change guides both say to keep the strap flat and untwisted from the wall hole, through the roller and down into the box.
When you replace a frayed strap, fix the cause at the same time. If the box sits off to one side, move it under the roller: a pull-strap box mounts with two fasteners and a crank box with four. Operating habits matter too. Never slam a manual shutter up; let the strap or crank do the work.
My crank turns but the shutter won't move: how do I re-spool the strap?
If the strap is not broken, first try the handle the other way, slowly; on Roll-A-Shield's service calls, an intact strap with a shutter that will not rise is usually a handle being turned the wrong way. Cranking the wrong way can also wind the strap incorrectly inside the box. If the handle spins and nothing happens, the strap has come off the spool. Roll-A-Shield's "Crank Box Solution" fixes it without opening the box:
- Stand in front of the crank box.
- Grab the strap where it leaves the top of the box.
- Hold tight and pull the strap up and out of the box until it stops.
- Keep the strap taut and crank it back into the box in the direction of the up arrow, which is marked where the handle goes into the box.
- Keep cranking until the shutter rolls up.
Stop: Do not open the crank box to rewind it. Roll-A-Shield's install guide says opening it can damage the parts inside.
If the strap has pulled off the box altogether, it is clamped back on without opening the box: slide the slit near the strap's end onto the metal band at the top of the box, turn the strap so it lies along the band, fold the band down over it, and crank slowly toward up while guiding the band past the entrance rollers. On a crank box, clockwise raises the shutter and counter-clockwise lowers it.
Why won't the strap go back into my pull-strap box?
A pull-strap box winds the slack onto a spring drum. If the slack hangs loose, check that the drum's locking tab was released after the strap was last fitted; the tab holds the drum still while the strap is changed. If the strap end has come off, it hooks onto the strap lug on the drum through a small slit cut about 1 in from its end; tug the strap to confirm it is on.
Safety: The spring inside the drum is very strong and can cause injury if it is not held tightly. Keep a firm grip on the strap whenever the drum is unlocked.
If the tab is released and the drum still will not take up the strap, the box itself may need replacing; it mounts in the same place, directly below the roller. See How to replace a pull-strap box.
Can I replace a frayed or broken strap myself?
Yes. Roll-A-Shield's strap-changing guide is written for owners. The strap's top end is screwed to the strap disc on the axle inside the shutter box, which you reach from outside by removing the box's bottom front cover and disconnecting the hanging straps (held by screws or pop rivets) from the axle. The full procedure, strap length and width are on How to replace a broken rolling shutter strap. Buy about three times the height of the opening in strap: a 7 ft window needs about 21 ft.
Following a published Roll-A-Shield guide does not void the warranty. The guide also says each installation is a little different: if the repair turns out bigger than you expected, call and book a technician.
When should I stop and call?
- The strap broke and the shutter dropped, and the curtain now sits unevenly or out of its rails. Do not keep operating a shutter that is off its track.
- A crank box still will not wind after the re-spool steps. It is replaced as a unit; see replacing or re-spooling a crank box.
- The handle itself is loose, stripped or broken; see Crank is stuck, stripped or keeps breaking.
What next
Replacement strap, pull-strap boxes and crank boxes are in the Roll-A-Shield parts store, or call (480) 921-0200. In metro Phoenix, Roll-A-Shield's service team services rolling shutters of any make.
Watch it done
Service tutorial: pull-strap box replacement
The written steps on this page are the reference; the video shows the same job.
Frequently asked questions
Can I take the crank box apart and rewind the strap?
No. Roll-A-Shield's install guide says not to open a crank box, because it can damage the parts inside. Re-spool the strap from outside the box by pulling it out until it stops and cranking it back in toward up.
How much strap should I buy?
About three times the height of the opening; a 7 ft window needs about 21 ft. Some owners buy a little more for margin, and a long roll can cover more than one strap change if you have several strap shutters.
Is a broken strap covered by the warranty?
Roll-A-Shield's 15 mm strap manual shutters carry a 1-year warranty; check the date of installation and call (480) 921-0200 with the details.
Why does my crank click but the shutter won't go up?
The handle is being turned the wrong way. When the strap is not broken, that is the cause about 90% of the time on Roll-A-Shield's service calls. Turn it toward the up arrow.
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.