Our service team is here to help with any issues or technical questions you may have with your SureShade sunshade system
Below are answers to some frequently asked questions about service issues you may be experiencing with your SureShade system.
AUTOMATED SURESHADE SYSTEMS
SureShade Automated Shade Systems (ATF, ATF-SG, M3): Frequently Asked Questions/Issues
If you can hear the motor turning on but the actuator is not extending, you have a disengaged drive.
Please reach out to our service department to receive authorization to disassemble the actuator.
If you are working with an older style unit, our Legacy Unit, it is possible that you have a failed sensor in the motor that has continued to extend. The sensor will need to be replaced. Please submit a Service Parts Order to process the request. We recommend ordering 2 sensors just in case the incorrect sensor is diagnosed.
The LED fault for 7 red blinks states that the unit is currently “racked” and needs to be reset. Please visit our ATF-SG ICB Troubleshooting Guide to correct this issue.
If you apply lubricant to each stage of the actuators, this should eliminate this issue. We recommend to try this troubleshooting technique to see if it resolves the problem. We recommend to use a product called NeverDull to lubricate the unit. Sometimes when units are stored, the lubricant wears from not being used and requires some maintenance after install.
I am interested in upgrading my older (Legacy) unit to the new Silent Glide Unit - how do I do that?
You are able to upgrade your older (Legacy) unit to a new Silent Glide system by purchasing the Silent Glide Upgrade Kit. This kit includes two new actuators with our Silent Glide motors as well as a new SurePower Controller with new software. If you would like to submit a request to purchase this upgrade kit, please fill out a Service Parts Form. If you are in need of additional information in regards to the Silent Glide Upgrade Kit, please click the link below. https://www.sureshade.com/sureshade-atf-sg-silent-glide-shade-2018-oem-roll-out/
Please check to see if the blue LED indicator light is illuminating (solid not flashing) when trying to operate the unit. If you do not see a blue LED indicator on the remote, please check the battery in the remote to be sure it does not need to be replaced. Please try to repair the remote following our Remote Pairing Document.
If you are still experiencing a technical fault, please submit a Service Request Form and someone will reach out in 24-48 hours.
SureShade Power Bimini Automated Shade Systems : Frequently Asked Questions/Issues
To speak with a service representative about SureShade Power Bimini, call customer support at 574-537-8900
or email us at firstname.lastname@example.org.
Shop replacement parts needed for Power Bimini – including canvas with zippered pockets, keyfob remote, RF control system, actuator, frame assembly, toggle switch and more.
For additional Power Bimini Frequently Asked Questions, see our Power Bimini page.
MANUAL SHADE SYSTEMS
SureShade Manual Shade Systems (MTF, RTX, MTX): Frequently Asked Questions/Issues
It is possible that you have too much tension on the roller to properly extend the shade. We recommend one turn of pretension for every foot of extension. (5’ shade 5 turns….) Please watch our service video, Adding Tension to Roller Instructions , to properly add the correct amount of tension.
If the unit has excessive wobbling when extending/retracting, it’s possible the unit is out of square and the actuators are not parallel to each other. It is normal for the roller to wobble up and down some. You may need to correct the actuator placement to eliminate the excessive wobble. Measure the actuators at each stage when fully extended to ensure all measurements received are the same. Make the necessary modifications to the actuators if not exact.
It’s possible the unit is out of square and the actuators are not parallel to each other. You will need to correct the actuator placement to eliminate the wobble. Measure the actuators at each stage when fully extended to ensure all measurements received are the same. Make the necessary modifications to the actuators if not exact.
This is the result of the roller being installed too close to the mid crossbar causing the tabs on the bar to rub against the canvas creating the holes. This is an installation issue. Please reach out to our service department in regards to processing for a replacement canvas by submitting a Service Request Form and someone will reach out in 24-48 hours.
GENERAL – ALL SURESHADE PRODUCTS
SureShade Automated & Manual (ALL products): Frequently Asked Questions/Issues
– Please submit pictures of the damaged canvas as well as the canvas tag information via our Service Parts Form. Fabrication for a new canvas is 10 business days. If you feel the replacement is a warranty replacement, pictures are required to submit a warranty claim.
MORE SERVICE RESOURCES
Reference the below service resources to assist you with issues you may be experiencing as well as general maintenance of your SureShade sunshade system.
If you need further assistance, please submit a service request or contact SureShade directly at 877-333-8323 (U.S.) or 215-673-2307 (international).
SureShade Power Bimini Only: To speak with a service representative about SureShade Power Bimini, call customer support at 574-537-8900 or email us at email@example.com.