Any owner of an electric projector screen has experienced it. Either the novelty of a new toy or letting the kids mess around it for a while aaaaand…the screen motor suddenly stops. What happened? Electric screen motors have a built in friction kill switch. Excessive use of the motor causes it to overheat. The arrester keeps the motor from burning up. A customer feared the worst but a lot of good troubleshooting tips came out of this call.
*The discussion below is based on actual chat transcripts with the omission of any personal/confidential material to protect the customer’s privacy. An example in this case is to change the contact’s identification name/number to “Customer”.
4:00:00 PM Johnny - Thank you for contacting the Elite Screens Service Department, how may I help you?
4:22:35 PM Customer - Hi there, my screen stopped moving, it still clicks when I hit the button. But no movement.
4:23:01 PM Johnny - so you screen is stuck in the down position?
4:23:27 PM Customer - yes
4:23:44 PM Johnny - I’m sorry to hear that. Let’s go through some troubleshooting and see what’s going on.
4:23:54 PM Johnny - may I have the make/ model number and/or SN# of your screen?
4:24:42 PM Customer - it’s a Cinetension B SN# is XXXXX-XXXXX
4:24:48 PM Customer - We were playing with the up-down before it quit.
4:25:06 PM Johnny - Thanks. I am looking into a few options. I may have some good news for you.
4:25:36 PM Johnny - I’ll teach you a hack to see if your Infrared remote still works.
4:25:54 PM Customer - let’s hear it. What do I do?
4:26:55 PM Customer - I ran this screen for a while –about 10 times so I hope I didn’t break it.
4:26:57 PM Johnny - Turn on your cellphone camera – point your IR remote at the camera lens and push the IR button.
4:27:46 PM Customer - SUPER COOL!!!! My eyes can’t see the light but it shines bright on my phone camera screen. So I guess it works. I aimed it at the screen and heard a –click- but no motor.
4:28:52 PM Johnny - Perfect. The “click” in your receiver means both the remote and receiver works. But now you now know a trick about testing an IR remote by itself.
4:30:17 PM Customer - woah, just started working again.....
4:30:41 PM Customer - I guess all it did was heat up.
4:32:01 PM Johnny - I was hoping that was the case.
4:32:11 PM Johnny - Glad it worked out. Give the motor an hour or so to cool down.
4:32:30 PM Customer - its working just fine. Retracted back up into the box.
4:32:36 PM Customer - I’ll let it sit tight for a while.
4:32:52 PM Customer - really cool brother. Thanks for teaching me a new trick
4:33:55 PM Johnny - My pleasure. Glad it worked out. Was there anything else I can help out with?
4:34:39 PM Customer - Nope, I’m good.
4:34:44 PM Customer - Thanks again man.
4:36:12 PM Johnny - Glad to help. I’ll be around should any questions come up.
4:36:27 PM Johnny - Thank you for choosing Elite Screens.
4:36:38 PM Customer - Cool, thanks again.