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My New Electric Screen Won’t Drop

Elite Screens' Blog Team

Elite Screens' Blog Team

This customer installed his projection screen without removing the retaining screws. The Yellow warning tab fell off and there was no mention in the literature. Rick corrected the problem with a quick fix and accurate answers.


*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” or a generic name.



[19:06] Customer: Hello, I have a question about my Starling Tab-Tension 2

[19:07]        Rick: Sure, I be happy to assist.

[19:08] Customer: Hi Rick, it’s probably something simple...I have the screen mounted, its brand new, the screen won't drop down. it seems like there is a locking screw or something for shipping, but there is nothing like that mention in the documentation

[19:10]        Rick: The unit should have yellow signs attach to the locking screws that secure the weight bar at the housing.

[19:10] Customer: in other words, its mounted, plugged in, it powers up and can hear the motor turn when you press the 'down' button, but the screen will not drop

[19:11]        Rick: Correct. It’ wont drop because there are 2 or 3 screws at the back of the unit holding the screen in place.  It is exactly where  the bar meets the housing.

[19:12] Customer: On the back. ok I will check. 

[19:12] Customer: Ahh, it looks like the tag fell off.  Here it is.

[19:12] Customer: I did not see it in the instructions but I seen the big yellow tag now.

[19:15]        Rick: Yes, it is a 8" triangular sign

[19:15] Customer: Yes it is.

[19:15] Customer: I have it down and am checking the screws.

[19:15] Customer: Yes, here they are.

[19:16] Customer: Is there instructions on the proper mounting?

[19:17]        Rick: There is.  Here it is:

[19:18] Customer: Screws are out. Now, next question…

[19:19] Customer: I have actuated the motor a couple of times, because I didn't have anything stating there were mounting screws. is the screen now damaged? should I remove the screws & continue testing?

[19:21]        Rick: Retract the motor back to original state. remove the screws and test and leave hanging for a couple of hours in warm temperatures. if the material does not alleviate do file a claim at .

[19:21] Customer: OK thanks, hopefully it’s no big deal. but wanted to ask before I go any further

[19:23] Customer: I recommend that there should be a warning on these screws  in the documentation somewhere. and I checked online docs as well, so its not on the hardcopy or the online version .

[19:24]        Rick: I will bring this to my product team attention, thank you for your feedback.

[19:24] Customer: OK thanks. its an easy fix, saves both of us a lot of trouble :-)

[19:25] Customer: So one other question; what are the black dials on either end of the bottom of the screen, on the support bar? I rotated those thinking they were the locking screws

[19:26]        Rick: reverse the adjustment. this are the tension knobs for the unit. if over tension the string will snap once deployed.

[19:26] Customer: is there a way to tell what the settings are? I have no idea what they were set to before

[19:27]        Rick: you can drop the material little by little the string tension more as the material rolls down.

[19:27] Customer: Ha-ha, I was just typing the same thing

[19:27] Customer: ok, will do

[19:27]        Rick: ok.

[19:28] Customer: thanks for the help

[19:28]        Rick: My pleasure.  Thank you for calling Elite Screens.