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Support FAQ's

Dan Rosen
Updated

When should I contact Tech Support?

Tech Support is here to help when you’ve reviewed the related documentation or articles and still have questions, or you’ve encountered an issue during setup, programming, or installation. Please try the self-service resources first whenever possible.

Helpful links and setup guides can be found throughout our Help Center.

What info should I include when reaching out?

  • Photos of the issue (overall install and close-ups)
  • Motor type or model
  • Order number or dealer name
  • Any steps you’ve already tried

The more context you provide, the faster we can help.

Can I schedule a call with Tech Support?

Yes! You can schedule a live video or phone call using our booking system: https://calendly.com/sisupport.

We recommend this for complex issues or jobsites with multiple components involved.

What kind of videos or photos are most helpful?

Record videos showing the issue in action, such as a motor not responding or a shade getting stuck. Use good lighting and narrate what's happening, if possible.

Photos should clearly show mounting, wiring, and product labels or part numbers.

Where can I find setup guides and troubleshooting articles?

Our Help Center contains searchable support articles for all Screen Innovations products. You can browse by product type or use the search bar to find exactly what you need.

Visit the Help Center

How do I identify which motor I have?

Check the label, head shape, and button placement. Use our guide: [Motor Identification Guide – COMING SOON]. Not sure? Email a photo to techsupport@screeninnovations.com.

Where can I find install guides and videos?

Visit our Help Center. Use the search bar or the chatbot to find exactly what you need.

What should I include in a support request?

The more info you send, the faster we can help:

  • Serial number or order number
  • Photos or video of the issue
  • Motor/control type (RTS, Zigbee, etc.)
  • Expected vs actual behavior

Example: "Nano V1 shade won't roll up. Motor hums but doesn't move. RTS shades nearby are fine."

How do I request an RMA or replacement?

Email techsupport@screeninnovations.com with:

  • Order number
  • Photo of issue (if applicable)
  • Description of failure
  • Proof of purchase (if available)

What do I do if my shipment arrives damaged?

If your shipment shows visible damage on arrival, please follow these steps:

  • Take clear photos of the box, packaging, and any visible product damage
  • Do not discard the packaging
  • Email techsupport@screeninnovations.com with the order number and photos
  • Let us know if the shipment was signed as damaged (if applicable)

Tip: It’s usually best to accept the shipment, sign for it as damaged, photograph the damage, and inspect the contents. Any damaged parts will be replaced immediately, or the entire unit if necessary.

If the shipment is refused, our policy is to wait until it is returned to us for inspection before we can repair or replace and re-ship.

What motor types does SI use?

We use several motor types:

  • RTS: Remote-based control (Somfy)
  • Zigbee: Two-way communication with TRO.Y and Helen for automation systems
  • 485: Wired network integration with TRO.Y for automation systems

Can I use a third-party control system with SI products?

Yes. RTS, Zigbee, and 485 motors can all be integrated into third-party systems. We recommend using dry contact, IP bridge, or RS485 gateways depending on the motor type.

For help designing your system, contact our Design Services Team:

What’s the best way to send a video or photo of an issue?

Attach them directly to your email or support ticket. Short videos (under 1 minute) are the most useful for troubleshooting.

Can I use Alexa, Google, or HomeKit with your motors?

Yes, with a TRO.Y IP bridge and Helen Coordinator can integrate with Alexa and Google via the Bond Bridge Pro

🛒 Can I buy remotes or replacement parts directly?

SI does not sell directly to the public. If you're a dealer, contact Inside Sales or your sales rep. End-users must order through a dealer.

Can I schedule a tech support call?

Yes. You can book directly at https://calendly.com/sisupport.

Part of my screen has wrinkles or waves (Fixed Screens)

This can occur if the material was compressed during shipping or stored incorrectly. Follow our official guide to resolve the issue:

Wrinkle & Impression Removal Guide for Fixed Screens

Part of my screen has wrinkles or waves (Motorized Screens)

Wrinkles in motorized screen material can occur from pressure during shipping or incorrect storage. Refer to our wrinkle removal guide here:

Wrinkle & Impression Removal Guide for Motorized Screens

Can I add an LED kit to my screen after it’s installed?

Yes. LED kits are optional and can be added to most screen frames after installation. Refer to the LED Kit installation guide for step-by-step instructions.

Note: Power supply access and cable routing may vary based on frame model and mount type.

What’s the difference between Snap, Post, and Retention material attachment?

Snap System: Uses press-in snaps spaced around the frame. Fast and simple for common sizes.
Snap System Guide

Post System: Utilized on large frames (typically 120" and above). Material loops over plastic posts and tension is applied by hand during install.
Post System Guide

Retention System: [Add description here]
Retention System Guide

Each method has its own installation guide and frame compatibility.

How do I know what screen size, aspect ratio, or material type I need?

Choosing the right screen depends on your projector, room dimensions, and viewing preferences. We recommend using the following tools:

Need help? Contact our Inside Sales Team:

How do I clean the screen material?

Different screen materials require different cleaning methods. For full details on how to care for your specific screen type, refer to our cleaning guide:

Screen Material Cleaning Guide

I’m missing trim, brackets, or hardware — what should I do?

Email techsupport@screeninnovations.com with your order number, a list of what’s missing, and a photo if possible. We’ll get it sorted ASAP.

Can screens be shipped or stored vertically?

No. Screens should always be shipped and stored horizontally (flat). Vertical storage can cause the screen material to sag or crease over time, especially with tensioned surfaces.

What wire should I use for low voltage screens or shades?

We recommend using Cat 5/6, Crestron Cresnet, or Lutron QS cable for communication in 485 systems. 16/4 stranded low-voltage cable can be used for power if needed, but is not the preferred option for new installations.

How far can I run my wire?

Typical maximum wire lengths:

  • Power (16/4 or 16/2): up to ~150 ft depending on load, and/or shade size.
  • Cat 5/6 (485 communication): up to 300 ft. For Low Voltage Power, it is recommended to double up the conductors.
  • TRO.Y to Helen Coordinator (Cat 5/6):50 ft MAX

How do I wire a Niño motor for power?

This is one of our most common questions. The wiring for Niño motors is as follows:

  • White = Positive (+)
  • White with Black Stripe = Negative (-)

Can I use Cat 5/6 for 485 systems?

Yes! Our 485-based systems like TRO.Y and MOAB use Cat 5 or Cat 6 for both communication and sometimes power. Refer to the Wiring Pinout Guide for proper connections.

How do I wire from an RJ45 to a 5-pin Phoenix connector?

If you've run a standard Cat5/6 using T568B termination, use the following assignments to wire into a 5-pin Phoenix connector:

  • V+ = Blue Pair
  • V- = Brown Pair
  • + = Orange/White
  • - = Orange
  • G = Green Pair

How do I wire a 12V trigger to a MOAB?

A 12V trigger input allows a shade or screen connected to a MOAB to raise or lower automatically. Wiring instructions: MOAB 12V Trigger Guide.

How do I use contact closure (dry contact) on a MOAB?

Dry contact inputs on the MOAB allow you to control a motorized unit using relay closures. Details are here: MOAB Contact Closure Wiring.

Where can I find wiring diagrams for MOAB?

MOAB Pinouts & Wiring

How do I wire a DCT motor?

Legacy DCT motors were used in older screen models and wired via contact closure or IR. Instructions are available here: DCT Motor Wiring (Zero-G).

How do I wire a Zero G Pro screen?

Wiring and control instructions for the Zero G Pro can be found here: Zero G Pro Wiring Guide.

How do I wire a 3 or 5 Motorized screen?

Wiring instructions for our 3- or 5-motor configurations can be found here: 3 or 5 Motorized Wiring Guide.

How do I wire and control a short throw motorized screen?

Short throw motorized screens offer IR, RF, and contact closure control options. View wiring setup in the Short Throw Control Guide.

My shade fabric is rolling unevenly (rollover or telescoping)

Dealers often report this as "my limits have changed" — but in nearly all cases, the motor limits haven’t changed at all. Limit positions are stored inside the motor and rarely shift on their own. If the fabric has rolled differently (gaining or losing a wrap), it may appear the limits have changed.

This issue is commonly caused by telescoping — where the fabric tracks unevenly to one side during operation — which can lead to a rollover or even cause the hem bar to get stuck inside the side channels or cassette.

Check the following:

  • Ensure brackets are level
  • Inspect the roll edge for shifting, telescoping, or wrinkling
  • Ensure endcaps are fully seated and roller tube is centered
  • Add 1–2 layers of painter's tape on the opposite side to help redirect tracking

Recommended Fix: Roll the shade past its lower limit briefly to release any folds, loops, or debris caught near the hem bar. Then raise the shade and confirm it rolls evenly.

If the hem bar is stuck, especially in Nano V2, you may need to remove the fascia and gently pull the bar free. For full steps, refer to the guide below.

Pro Tip: This is one of the most common issues we see and is easily fixed on-site.

Full article: Nano Fabric Rollover & Hem Bar Troubleshooting

How do I fix a pinhole in my blackout fabric?

If a tiny pinhole of light is visible through blackout fabric, you can repair it easily with a dab of white correction fluid (Whiteout). It's nearly identical to the blackout coating and blends in seamlessly.

Note: Apply sparingly with a toothpick or cotton swab for best results.

How do I clean my Nano/Nino shade fabric?

Use a soft dry cloth or low-suction vacuum with a brush attachment. For deeper cleaning:

  • Use mild dish soap diluted in water (test small area first)
  • Do not scrub blackout backing or allow water to soak into the tube
  • Avoid ammonia, bleach, or alcohol-based cleaners

If unsure about the fabric type, contact SI before cleaning.

What do I do if my Nano/Nino shade arrives damaged?

Inspect the packaging and shade upon arrival. If damage is visible:

Tip: It’s best to accept the shipment and document damage. Refused shipments may cause delays — we must wait for return and inspection before sending a replacement.

Can I leave my outdoor shades down in wind or bad weather?

It depends on which shade model you have:

  • Zen Shades: These are not rated for high winds and should be retracted during storms or gusty conditions to avoid damage. A wind sensor or third-party control system can be integrated to automatically retract the shade when high wind is detected.
  • KAOS Shades: Designed specifically for extreme environments — these shades are high-wind rated and soon to be hurricane rated. They are engineered to stay down in rough weather conditions.

Check your install documentation or contact SI if you're unsure which shade model is installed.

How do I clean my outdoor shades?

We recommend cleaning with a soft brush or cloth and a mild soap/water mix:

  • Rinse with a hose — avoid high pressure
  • Gently scrub with diluted dish soap if needed
  • Always allow the shade to dry completely before retracting

Avoid bleach, harsh chemicals, or pressure washers as they may damage the fabric or coating.

Track Maintenance: Periodically clean out any debris from the side tracks and apply a silicone-based lubricant inside the white inner track guides. This helps ensure smoother shade operation and reduces friction or binding.

My outdoor shade won't roll up evenly — what should I check?

Check for:

  • Telescoping or fabric tracking to one side
  • Obstructions like bugs, debris, or creased fabric
  • Misaligned brackets or cassette mounting

As with indoor shades, try rolling the shade past its lower limit to release any trapped fabric or folds, then reset position. Leveling the unit is key for proper operation.

What is obstacle detection and how do I disable it?

Obstacle detection is a built-in safety feature that stops or reverses the shade when it detects resistance. This can sometimes interfere with KAOS shades under normal operation or in windy environments.

To disable or adjust obstacle detection, refer to the correct motor guide:

If obstacle detection is overly sensitive, disabling it may help ensure smoother shade performance.

The zipper is coming out of the track — what should I do?

This is a common issue with Zen shades when:

  • The shade is left down during high winds
  • The side tracks are misaligned or improperly spaced
  • Debris or dirt buildup in the track is present

Inspect the side track alignment and clean any obstructions. If damage has occurred, contact Tech Support for replacement components.

What should I do if my outdoor shade arrives damaged?

Inspect the box and contents immediately. If there is visible damage:

Tip: Accepting the shipment and documenting the damage allows us to ship replacements faster. Refused freight must return and be inspected before replacements can be issued.

How do I identify which motor I have?

We have a dedicated motor identification guide to help with this process. It includes visual cues, wire configurations, and tips to tell RTS from Zigbee, 485, and SI’s proprietary motors.

Coming soon: [Motor Identification Guide]

My motor is not responding — how do I check for power?

Start with the basics:

  • Confirm the breaker or power source is ON
  • Use a multimeter to check voltage at the motor plug (Low Voltage motors should have 24V DC)
  • For battery motors, verify the battery is fully charged or try a known-good power supply

If the motor is receiving power but not moving, it may require a reset or replacement.

My shade goes the wrong direction — how do I change it?

This depends on the motor type:

My motor runs too far or not far enough — how do I adjust the limits?

To adjust an existing limit on RTS motors:

  1. Move the shade or screen to its current limit
  2. Press and hold the UP and DOWN buttons together until it jogs once
  3. Move to the new desired limit
  4. Press and hold the STOP/MY button until it jogs again to save

Tip: You must be at the current limit before it can be adjusted.

How do I reset my motor to factory settings?

This depends on the motor type:

  • Somfy Zigbee: Press and hold the motor head button until the motor jogs 3 times
  • Somfy RTS (1-button): Press and hold the motor head button until the motor jogs 3 times
  • Somfy RTS (3-button): Press and hold all 3 buttons simultaneously for 3 jogs. This can be tricky — use the red tool included with the motor to help press all buttons at once
  • SI Indoor Motor: Press and hold the motor head button until the motor jogs 4 times
  • SI KAOS Motor: Refer to the SI KAOS Motor Programming Guide
  • Alpha Motor: Refer to the Alpha Motor Programming Guide
  • 485 Motors: No buttons — reset is done via:

What does the button on the motor head do?

This is the program button. It’s used for pairing remotes, changing directions, setting limits, or resetting the motor. Depending on the motor type, pressing and holding this button may initiate a jog or a full factory reset — check your motor’s programming guide before use.

My motor is making noise — is that normal?

Some humming or vibration is normal, especially for older motors or when mounted improperly. Check for:

  • Loose hardware or brackets
  • Incorrect tube alignment or motor seating
  • Objects vibrating against the fascia

If the sound is harsh, grinding, or louder than usual, contact Tech Support.

My replacement motor came with no limits set — is that normal?

Yes — all new motors ship with no limits programmed. You'll need to confirm rotation direction and follow your motor type’s limit-setting procedure linked above.

Which remote do I need for my motor?

It depends on your motor type:

  • Somfy RTS: Situo 1 or 4, Telis 1 or 4, Decoflex wall switch
  • Somfy Zigbee: Situo 1 or 4 Zigbee (only works with TaHoma Beecon), Ysia remote (only works with TaHoma Switch)
  • SI Niño: Niño remote, built specifically for SI internal motors
  • SI KAOS: RF versions are compatible with the SI remote
  • Alpha Motor: Alpha RF remotes only
  • 485 Motors: No direct remote communication. Can be controlled via Troy or Pegasus using a Somfy RTS remote or Lutron Pico

Tip: Using the Troy and Pegasus, a Somfy RTS remote or Lutron Pico can control any motor type in the SI ecosystem.

How do I add a multi-channel remote?

Can I use my phone to control shades or screens?

Yes! Most motor types can be app-controlled:

  • Somfy Zigbee: Works with the "TaHoma by Somfy" app when using TaHoma Beecon or Switch
  • All motor types via Troy: When integrated with the Bond Bridge Pro, they can be controlled using the Bond Home app
  • Control systems: Compatible with Crestron, Control4, Savant, and others

What’s the difference between RTS, Zigbee, and 485?

  • RTS: One-way radio signal. Easy to pair and use, no feedback or mesh networking
  • Zigbee: Two-way communication, mesh network support, app control, feedback and diagnostics
  • 485: Wired control protocol. Requires a central controller (TRO.Y, MOAB, etc.). Used in commercial or large systems

Why does my remote stop working?

Steps to troubleshoot a remote that stops working:

  • Replace or recharge the remote battery
  • Verify the remote is on the correct channel
  • Try re-pairing the remote to the motor
  • Make sure the motor still has power (try local button control)

Can I use Alexa, Control4, or other smart systems?

  • Somfy TaHoma Switch: Supports Alexa and Google Assistant directly via the "TaHoma by Somfy" app
  • SI ecosystem via Bond Bridge Pro: Voice control through the Bond Home app (Alexa, Google, Siri Shortcuts)
  • Control4, Crestron, Savant, etc.: Integration via TRO.Y, MOAB, or RS485 drivers

What is the USB Programming Cable used for?

The USB Programming Cable allows configuration of 485 motors using SDN software. It can:

  • Set travel direction and limits
  • Assign group addresses
  • Perform factory resets

Read the full USB Programming Guide

My shade or screen won’t respond — what should I check first?

  • Confirm the unit has power — check connections, power supplies, or breakers
  • Try the local motor head button to see if it responds
  • If using a remote, make sure it’s on the correct channel and battery is good
  • If using a control system (TRO.Y, TaHoma, etc.), reboot and verify device connectivity

My limits changed on their own — is that possible?

Motor limits are saved inside the motor and do not randomly change. This is usually caused by a fabric rollover or telescoping event, where the fabric shifts slightly on the tube, making it appear that the limit changed.

Refer to this guide to troubleshoot rollovers: Fabric Rollover & Hem Bar Troubleshooting

My remote stopped working — what now?

  • Replace the battery or recharge the remote
  • Ensure it’s on the correct channel
  • Try re-pairing the remote to the motor
  • Test motor function via the local button

My motor is stuck or only moves a little

  • Check for physical obstructions (fabric jam, bug, debris)
  • Roll the motor past its lower or upper limit to release fabric tension
  • Reset and reprogram motor if needed

My screen rolls crooked or the fabric telescopes

This can be caused by uneven mounting, fabric edge fray, or poor alignment.

  • Roll shade completely up and down to help it re-align
  • Ensure brackets are level and square
  • Check for any binding inside the cassette or side tracks

In some cases, telescoping can lead to rollovers or hem bar jams. Reference: Fabric Rollover Troubleshooting

Why is my motor louder than usual?

  • Make sure shade or screen is fully mounted — never run motors unmounted
  • Check for debris in the track or cassette
  • Inspect mounting surfaces for vibration/resonance

Zigbee Troubleshooting — Environmental or Signal Issues

  • Limit Zigbee hops to 3 between the coordinator and any device
  • Avoid installing near WiFi routers, microwaves, or mirrored glass
  • Use a WiFi analyzer tool (e.g., MetaGeek) to diagnose interference
  • Use powered router nodes (wired if possible) to extend reliable range
  • Reboot Zigbee devices or power cycle the coordinator to force re-routing

Full Guides:
Zigbee Mesh Network Design
Zigbee Mesh Network Troubleshooting

Can Screen Innovations access my Somfy account or app?

No. Screen Innovations does not have access to the Somfy Cloud system. This means we cannot see or reset any part of your Somfy account, app configuration, or paired devices. For account, app, or connectivity issues, please contact Somfy directly.

Why can’t Screen Innovations resolve my Zigbee communication issues?

Somfy Zigbee motors rely on the Zigbee mesh network, which operates independently from our products. While we can assist with basic troubleshooting and device setup, we are not able to diagnose deeper issues like interference, dropped connections, signal strengths, or network health. These must be escalated to Somfy Support.

Can SI reset or reprogram my Somfy motor?

We can guide you through basic programming like adding or removing devices, limit setting, motor direction, and pairing a remote. For more advanced configuration or app-based adjustments, please refer to Somfy’s support resources below.

What if I am having problems with the TaHoma Pro or TaHoma by Somfy apps?

If you're experiencing issues with either the TaHoma Pro app (dealer use) or the TaHoma by Somfy app (end user), including Account Authorization, pairing devices, or login/account errors, these must be resolved by Somfy. Screen Innovations does not have access to troubleshoot app or account issues.

Who do I contact for Somfy support?

Please reach out to Somfy directly for cloud, app, or deeper Zigbee troubleshooting:

What do I do if my shipment arrives damaged?

It’s usually best to accept the shipment and sign for it as damaged. Take photos of the packaging and inspect the contents immediately. Any damaged parts will be replaced at no charge. If the entire unit is beyond repair, a full replacement will be sent.

Note: If the shipment is refused, it must first be returned to SI for inspection and processing before a replacement can be sent.

Please send photos of the damage along with your order number to techsupport@screeninnovations.com.

Can I return a custom product?

All Screen Innovations products are custom-built to order, and therefore returns are not typically accepted. In special cases, returns may be approved if the product is unused and the packaging is still sealed. A restocking fee will apply.

Please contact your sales team at insidesales@screeninnovations.com to inquire about return options.

How do I track my shipment?

When your order ships, the tracking information will be emailed to the shipping contact associated with the order. If you didn’t receive tracking or need assistance, please reach out to insidesales@screeninnovations.com.

Can I change my shipping address after placing an order?

Address changes can only be made before your order ships. Contact your sales rep or email insidesales@screeninnovations.com immediately if you need to update shipping info.

What if I never received my shipment?

First, check the tracking link to confirm the delivery status. If it shows delivered but was not received, contact the carrier directly. If further help is needed, reach out to insidesales@screeninnovations.com with your order number.

Can I request expedited shipping?

Expedited shipping is available upon request, but must be arranged prior to production. Reach out to insidesales@screeninnovations.com to discuss options and pricing.

What’s your advanced replacement policy?

Tech Support must first troubleshoot any issue before issuing a replacement. However, if troubleshooting is not possible or you need a part immediately, you can request an Advanced Replacement.

  • You will be billed upfront for the replacement and shipping.
  • We will provide a return shipping label for the defective item.
  • Returned items must be sent back within 30 days to avoid being charged permanently.
  • If the returned item is deemed defective, a credit or refund will be issued.

This ensures fast service without compromising quality standards.

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