• Troubleshooting
  • FAQs
  • General Support

    Motorized

  • Motor moving in reverse

      Possible Cause:
    • Motor polarity reversed

      Solution:
    • Disconnect the data cable running from the motor, connected to the gray jumper. Plug the data cable directly into the back of the Somfy wall switch. Move the dip switch toggle on the back of the wall switch into the down position. Press and hold the stop button for 5 seconds and then release. Polarity should then reverse. Move dip-switch back into the center position.

  • Wrinkles near bottom of the screen

      Possible Cause:
    • Screen material has stretched and thus increased the tension on the tabs.

      Solution:
    • Follow the “setting optimum tension” procedure in the adjusting screen tension section of your instruction manual. Make sure material is evenly distributed on the weight bar. If you do not have the original instruction manual for your screen, please contact our customer service team.

  • Screen won’t operate

      Possible Cause:
    • No AC power available.

      Solution:
    • Check to ensure that your circuit breaker has not switched off. Reset the breaker if needed. Check outboard switching apparatus and voltage availability. We recommend contacting an electrician. If no issues are found, please contact our customer service team.

  • Indentions appear on the screen surface.

      Possible Cause:
    • Improper handling of screen

      Solution:
    • Follow the cleaning instructions outlines in the Screen Material Cleaning Guide.

  • Dirt, fingersprints, marks, etc. on screen surface.

      Possible Cause:
    • Improper handling of screen.

      Solution:
    • Follow the cleaning instructions outlines in the Screen Material Cleaning Guide.

  • Motor shuts off. Motor has been in use for more than two minutes.

      Possible Cause:
    • Motor is designed for short operations (lowering and retracting), continuous duty. Longer operation causes the motor to overheat and shutoff. This typically happens during installation when testing the screen.

      Solution:
    • Allow the motor to cool down. Complete cooling can take an hour or mor. Heat gain is cumulative and takes time to dissipate. If the motor use is initiated before it has cooled completely, the motor will shut down again when it reaches maximum temperature.