Key Automation RAY2524, RAY2524E, RAY4024, RAY4024E, RAY40 Instructions And Warnings For Installation And Use

Istruzioni ed avvertenze per l’installazione e l’uso

Instructions and warnings for installation and use

Instrucciones y advertencias para su instalación y uso

Anleitungen und Hinweise zu Installation und Einsatz

Instruções e advertências para a instalação e utilização

RAY

Motoriduttore per cancelli a battente

Gear motor for hinged gates

Antriebe für Drehtore
Motorreductor para cancelas batientes
Motoréducteur pour portails à battants

Motorredutores para portões de batente

Motoreduktor do bram skrzydłowych

Instructions et avertissements pour l’installation et l’usage

8

EN

1

2

3

4

5

6

8

Safety warnings

2.1

2.2

4.1

4.2

4.3

4.4

5.1

5.2

Product overview

Product description

Models and characteristics

Preliminary checks

Installing the product

Installation

Electrical connections
Setting of the mechanical limit switch while

opening

Led replacement - 24 Vdc

Testing and commissioning

Testing
Commissioning

Instructions and warnings for the end

user

EC Declaration of Conformity

p. 9

p. 10
p. 10
p. 10

p. 10

p. 11

p. 11

p. 11

p. 11

p. 11

p. 12

p. 12

p. 12

p. 13

p. 49

INDEX

7

Figures p. 44

9

EN

1 - SAFETY WARNINGS

WARNING - for the safety of people, it is important to
adhere to these instructions and save them for future
use.

Read the instructions carefully before starting installation.

The design and manufacture of the devices making
up the product and the information contained in this

manual comply with safety regulations. However,
wrong installation and programming may cause seri­ous physical injury to those who perform the work
and those who will use the device. For this reason,
during installation, it is important to carefully follow

all instructions in this manual.

Do not proceed with the installation if you have doubts of any kind
and contact Key Automation Customer Service for clarications.

By the European legislation, the creation of a door or
gate must comply with the rules laid down in Direc­tive 2006/42/EC (Machinery Directive) and in particu­lar, EN 12445; EN 12453; EN 12635 and EN 13241-1

standards, which allow you to declare the compliance

of the automation.

In view of this, the nal connections to the power supply of the auto­mation, the system tests, its commissioning and maintenance must
be performed by qualied and experienced personnel, according to
the instructions in "Testing and commissioning of the automation".

Moreover, the personnel shall also take responsibility to establish
the tests related to the risks involved and verify compliance with
the provisions of laws, rules and regulations: in particular, compli­ance with all requirements of standard EN 12445, which establishes
methods for the verication of automatic doors and gates.

IMPORTANT - Before starting the installation, perform

the following analysis and tests:

- Ensure that the individual automation devices are suitable for the
system to be built. In this regard, check with particular attention the
data contained in the "Technical data" section. Do not install if even
one of the devices is not suitable for use.

- Check whether the devices in the kit are sufcient to maintain
safety and functionality.

- Perform risk analysis, which must also include the list of essential
safety requirements set out in Annex I of the Machinery Directive,
indicating the solutions adopted. Risk analysis is one of the docu­ments comprising the technical le of the automation. This must be
completed by a professional installer.

Considering the hazards that may occur during in­stallation and use of the product you need to install

the automation observing the following precautions:

- Do not make changes to any part of the automation, other than
those specied in this manual. Operations of this type will only lead
to malfunction. The manufacturer disclaims any liability for damage
arising from products modied arbitrarily;

- Keep the parts of the components from being immersed in water or
other liquids. During the installation, ensure that no liquid penetrates
into the devices;

- If liquid falls into any part of the automation components, immedi­ately disconnect the power supply and contact the Key Automation
Customer Service. The use of the automation under these condi-

tions can be dangerous;

- Do not place the various components near sources of heat and do
not expose them to open ame. These actions may damage them
and cause malfunctions, re or danger;

- All operations requiring the opening of the protective shell of vari­ous automation components, must be performed with the power unit
disconnected from the supply. If the disconnection device is not vis­ible, place a "MAINTENANCE IN PROGRESS" sign;

- The Power unit must be connected to a power supply line provided
with grounding safety;

- The product cannot be considered an effective system of protec­tion against intrusion. If you want to protect yourself efciently, you
need to integrate the automation with other devices;

- The product can be used only after the "commissioning" of au­tomation has been made, as provided in paragraph "Testing and
commissioning of the automation";

- Provide the power system with a disconnecting device with a gap
of contacts enabling full disconnection under the conditions dictated
by the overvoltage category III;

- For the connection of pipes and hoses or guides, use pipettings
with IP55 degree of protection or higher;

- The electric system upstream of the automation shall comply with
current regulations and must be made in a workmanlike manner;

- It is recommended to use an emergency button to be installed near
the automation (connected to the STOP input of the control card) so
that you can immediately stop the gate or door in case of danger;

This device is not intended for use by persons (including children)
whose physical, sensory or mental abilities are reduced, or who
have lack of experience or knowledge, unless they have been able
to benet, through the intermediary of a person responsible for their
safety, from supervision or instruction concerning use of the device.

Children should be supervised to make sure they do not play with

the device.

WARNING - The packaging material of all compo-

nents must be disposed of in compliance with local

regulations.

WARNING - The data and information provided in this
manual are subject to change at any time without no­tice by Key Automation S.r.l.

10

EN

2 - PRODUCT OVERVIEW

2.1 - Description of the product

The RAY gear motors are destined to be installed in systems for the
automation of gates with hinged doors.
The RAY gear motors have been designed and constructed to be
tted onto hinged doors within the weight limits indicated in the

technical specications table.
The use of gear motors for applications which differ from those
indicated above is prohibited.

2.2 - Model and technical characteristics

3 - PRELIMINARY CHECKS

Before installing this product, verify and check the following steps:

- Check that the gate or door are suitable for automation

- The weight and size of the gate or door must be within the maxi­mum permissible operating limits specied in Fig. 2

- Check the presence and strength of the security mechanical stops

of the gate or door

- Check that the mounting area of the product is not subject to ood­ing

- Conditions of high acidity or salinity or proximity to heat sources
could cause malfunction of the product

- Extreme weather conditions (for example the presence of snow,
ice, high temperature range, high temperatures) may increase the
friction and therefore the force required for the handling and initial

starting point may be higher than under normal conditions.

- Check that the manual operation of gate or door is smooth and
friction-free and there is no risk of derailment of the same

- Check that the gate or door are in equilibrium and stationary if left
in any position

- Check that the power line to supply the product is equipped with
proper grounding safety and protected by a magnetothermal and
differential security device

- Provide the power system with a disconnecting device with a gap
of contacts enabling full disconnection under the conditions dictated
by the overvoltage category III.

- Ensure that all materials used for the installation comply with cur-

rent regulations

Code Description

RAY2524 Gear motor for hinged doors with max length 2.5 m and weight 250 Kg, 24 Vdc
RAY2524E Gear motor for hinged doors with max length 2.5 m and weight 250 Kg with encoder, 24 Vdc
RAY4024 Gear motor for hinged doors with max length 4 m and weight 300 Kg, 24 Vdc
RAY4024E Gear motor for hinged doors with max length 4 m and weight 300 Kg with encoder, 24 Vdc
RAY40 Gear motor for hinged doors with max length 4 m and weight 300 Kg, 230 Vac
RAY40110 Gear motor for hinged doors with max length 4 m and weight 300 Kg, 110 Vac

TECHNICAL DATA

MODELS

RAY2524

RAY2524E

RAY4024

RAY4024E

RAY40 RAY40110

TECHNICAL SPECIFICATIONS

Speed 2,6 cm/s 1,5 cm/s 1,6 cm/s 1,6 cm/s
Thrust force 1500 N 2000 N 2000 N 2000 N
Working cycle 80% 80% 40% 40%
Opening time at 90° adjustable adjustable 25 sec 25 sec
Working stroke 415 mm 415 mm 415 mm 415 mm
Control board 14AB 14AB2 CT202 CT202V120
Power supply 24 Vdc 24 Vdc 230 Vac 110 Vac
Absorption 3,5 A 5 A 1,2 A 2,2 A
Engine power 85 W 120 W 280 W 280 W
Capacitor - - 8 µF 20 µF
Thermoprotection - - 150 °C 150 °C

Integrated lights yes yes - ­Degree of protection IP44 IP44 IP44 IP44

Dimensions (L - P - H) 844-100-104 mm 844-100-104 mm 844-100-104 mm 844-100-104 mm
Weight 6 Kg 8 Kg 8 Kg 8 Kg
Operating temperature -20°+55°C -20°+55°C -20°+55°C -20°+55°C
Leaves maximum weight 500 Kg 600 Kg 600 Kg 600 Kg

11

EN

4 - PRODUCT INSTALLATION

4.1 - Installation

Before proceeding with the installation, check the integrity of the
product and that all components are present in the package (Fig. 3).
Also make sure that the mounting area of the gear motor is
compatible with the dimensions (Fig. 1).
Check the permitted opening angle, based on the mounting points of
the brackets with the graph (Fig. 5).
Fig.6 shows a typical installation:

- Gear motors

- Photocells

- Columns for photocells

- Flashing light with antenna

- Key switch or digital keypad

- Control unit

Installing the rear xing bracket

The xing position of the rear bracket is determined according to the
graph (Fig. 5).
Important: installations where the values of "A" and "B" (Fig. 5) are
as similar to each other as possible are preferred (l.o.= optimal line).
Identify dimension C found and trace a horizontal line that
determines the value of dimension B (*) as shown in the example
of g. 5b; the meeting point with line “l.o.” (optimal line) determines
the value of the angle of maximum opening; from this point, trace a
vertical line as shown in the example of g. 5b to determine the value
of dimension A.
If the angle found does not correspond to the requirements, adapt
dimension A and if necessary dimension B, so they are similar.

(*) Do not use values of dimension B below the line “l.s.”
If necessary, cut the rear bracket (Fig. 7) to obtain the value "B", then
weld the xing bracket to the wall.
Secure the bracket to the wall using welding, screws or bolts (not
included).

Installing the front xing bracket

The front bracket must be xed to the door according to dimension
"E" of Table 1 (Fig.4).
Note: If you mount the closing limit switch, reduce the value "E" of
40 mm.
The front bracket must be xed as the same height as the rear
bracket (Fig.8).

Installing the gear motor

Open the release door and remove the 2 screws that secure the rear
cover (Fig. 9A).
Remove the top cover rst sliding it slightly backward (Fig. 9A)
Place the gear motor against the rear bracket and insert the xing
screw (Fig.9B).
Insert the pin of the sliding bracket into the bush of the front bracket
and secure it with the screw and washer provided (Fig.9C).
Tighten the screw on the rear bracket previously mounted with the
nut (Fig.9D).

Release the gear motor (Fig.10).
Loosen the screw on the mechanical limit switch until it is able to

slide.

Open the door manually to the point of desired opening.
Bring the mechanical limit switch up to pin of the slide bracket and
secure it with the screw (Fig. 11).

If you need to also adjust the mechanical limit switch in closing
(optional FCRAY), repeat the same procedure, this time manually
bringing the door to the point of closure you want.
N.B. The working travel stroke is reduced by 40 mm for every limit

switch installed.

4.3 - Setting of the mechanical limit switch while opening

Turn off the power supply.
With the help of a screwdriver remove the lower screw (Fig. 14a).
Remove the cover and the LED strip (Fig.14a).
Disconnect the connector (Fig. 14b).

Connect the new LEDs and insert them into the mask.
Insert the mask rst inserting the side of the seal and then securing

it with the screw.

4.4 - Replacement of the leds - 24 Vdc

4.2 - Electrical connections

Loosen the cable gland and insert the power cord (Fig. 12).
connect the wires of the power cable to the terminal block
according to the wiring diagram (Fig. 13/13a).
Screw the cable gland.

Replace the top cover rst sliding it slightly backward.
Open the door and tighten the 2 screws that secure the rear cover.

12

EN

5.2 Commissioning

Following the successful testing of all (and not just some) devices in
the system you can proceed with the commissioning.

You must prepare, and keep for 10 years, the technical le of the
system with the wiring diagram, drawing or photo of the system,
risks analysis and solutions adopted, manufacturer declaration of
conformity of all devices connected, instruction manual of each de­vice and maintenance schedule of the system.

Fix on the gate or door a plaque indicating the automation data, the
name of the person responsible for the commissioning, the serial
number and year of construction, the CE mark.

Attach a plaque indicating the steps required to manually unlock
the system.

Implement and deliver to the end user the declaration of conform­ity, the instructions and warnings for use for the end user and the
maintenance schedule of the system.

Make sure the user understands proper automatic, manual and
emergency operation of the automation.

Inform the end user in writing of the dangers and risks still present.

5.1 Testing

All system components must be tested following the procedures
outlined in the respective instruction manuals.

Check that they meet the guidelines in Chapter 1 - Safety warnings
Check that the gate or door can move freely once the automation
is unlocked, and that they are in equilibrium and stationary if left in
any position.

Check the correct operation of all connected devices (photocells,
sensitive edges, emergency buttons, etc.), testing the opening,

closing and stopping of the gate or door via the connected control

devices (transmitters, buttons, switches).

Carry out measurements of the impact force, as prescribed by
standard EN12445 adjusting the functions of speed, motor force
and deceleration of the unit if the measurements do not give the
desired results until you nd the right setting.

The testing of the system must be performed by qualied techni­cians who must perform the tests required by relevant legislation
related to risks, ensuring compliance with the provisions of the

regulations, in particular the EN12445 standard, which species the
testing methods for the automation of doors and gates.

5- TESTING AND COMMISSIONING THE AUTOMATION

13

EN

Key Automation S.r.l. produces systems for the automation of gates,
garage doors, automatic doors, shutters, parking lots and road bar­riers. However, Key Automation is not the manufacturer of your au­tomation system, which is rather the result of a process of analysis,
evaluation, selection of materials, and installation performed by
your own installer. Each automated system is unique and only your
installer has the experience and professionalism required to create
a system to suit your needs, safe and reliable over time, and carried
out in a workmanlike manner, i.e. compliant with the current regula­tions. Even if your automation system meets the security level re­quired by law, this does not exclude the existence of "residual risks",
i.e. the possibility that it may cause dangerous situations, usually as
a result of improper or irresponsible use; for this reason we would
like to give you some suggestions:

• Before using the automation for the rst time, ask the installer to
explain the origin of residual risks.

• Keep this manual for future use and deliver it to any new owner of
the automation.

• Inappropriate or improper use of the automation can make it dan­gerous: do not command the movement of the automation if people,
animals or things are in its range.

• Children: If properly designed, an automation system ensures a
high degree of security, preventing movement in the presence of
people or things with its detection systems, and ensuring always
predictable and safe activation. It is prudent to prevent children from
playing near the automation and keep remote controls out of their

reach to prevent accidental activation.

• Malfunctions: As soon as you notice any malfunctions, disconnect
the system from the power supply and operate the manual release.
Do not attempt any repairs by yourself, but require the assistance
of your installer: meanwhile, the system can operate like a non-au­tomated opening device after releasing the motor reducer with the
release key supplied with the system.

• In case of failures or power failures: While awaiting the arrival of
your installer or the restore of the electricity, if the system is not
equipped with backup batteries, the automation can be operated as
any normal non-automated opening device. To do this, you must run
the manual release.

Release and manual movement: before performing this operation
pay attention that the device can be released only when the door is
stationary.

• Maintenance: Like any machine, your automation needs periodic
maintenance to ensure its long life and total safety. Agree with your
installer on a maintenance plan on a periodic basis; Key Automation
recommends a frequency of 6 months for normal domestic use, but
this period may vary depending on the intensity of use. All inspec­tion, maintenance or repairs should be performed only by qualied

personnel.

• Do not change the system and control or programming parameters
of the automation: the responsibility lies with your installer.

• The testing, routine maintenance and any repairs must be docu­mented by the person who performs them, and related documents
must kept by the owner.

The only interventions that are possible for the user and should be
carried out periodically are the cleaning of the slides and photo­cells, as well as the removal of any leaves or rocks that could hinder
the automation. To prevent anyone from activating the gate or door,
before proceeding, remember to release the automation and clean
only with a cloth slightly dampened with water.

• Disposal: At the end of the automation useful life, make sure that
the dismantling is carried out by qualied personnel and the mate­rials are recycled or disposed of according to local regulations in

force.

• Operate the gate or door (with remote control, key switch, etc..);
if everything is working properly, the gate or the door will open and
close normally, otherwise the ashing light ashes and the maneu-

ver does not start.

With the safeties out of use, the automation must be repaired as
soon as possible.

Replacing the remote control battery: if your remote control seems
to work worse or not work at all after a while, this may simply de­pend on the exhaustion of the battery (depending on use, it may
take several months to over a year). In that case, you will see that
the conrmation of transmission light does not turn on, or comes on
only briey.

The batteries contain polluting substances: do not throw them in the
garbage but use the methods prescribed by local regulations.

Thank you for choosing keyautomation; for more information feel
free to visit our website www.keyautomation.it.

6 - INSTRUCTIONS AND WARNINGS FOR THE END USER

44

100

844

104

415

Fig. 3 IT - Componenti
EN - Components
DE - Bauteile
ES - Componentes

FR - Composants
PT - Componentes
PL - Komponenty

Fig. 2 IT - Limiti di impiego
EN - Use limitations
DE - Einsatzgrenzen
ES - Límites de uso

FR - Limites d’utilisation
PT - Limites de uso
PL - Ograniczenia użytkowania

Fig. 1 IT - Dimensioni d’ ingombro
EN - Space dimensions
DE - Abmessungen
ES - Dimensiones

FR - Dimensions d’encombrement
PT - Dimensões globais
PL - Wymiary

Kg
IT - Peso massimo dell’ anta del cancello
EN - Maximum weight of the gate door
DE - Maximales Gewicht des Torügels

ES - Peso máximo de la puerta de la cancela
FR - Poids maximum du battant du portail

PT - Peso máximo do painel do portão
PL - Waga maksymalna skrzydła bramy

m
IT - Lunghezza massima dell’ anta del cancello
EN - Maximum length of the gate door
DE - Maximale Länge des Torügels

ES - Longitud máxima de la puerta de la cancela
FR - Longueur maximum du battant du portail

PT - Comprimento máximo do painel do portão
PL - Długość maksymalna skrzydła bramy

IMAGES

MAX DOOR WEIGHT (Kg)

MAXIMUM DOOR LENGTH (m)

600

200

300

400

500

RAY4024
RAY4024E
RAY40

RAY2524
RAY2524E

45

BC

l.s.

BC

l.s.

100÷110

5a 5b

Nota: valori senza necorsa meccanici di

apertura e chiusura.

Note: values without mechanical limit

switches for opening and closing.

Hinweis: Werte ohne mechanische
Endschalter beim Öffnen und Schließen.
Nota: valores sin nal de carrera mecánicos
de apertura y cierre.
Remarque : valeurs sans butée mécaniques
d’ouverture et fermeture.
Nota: valores sem m de curso mecânico
de abertura e fechamento.
Uwagi: wartości bez mechanicznych
ograniczników otwierania i zamykania.

l.o.

IT - linea ottimale consigliata
EN - optimal line recommended
DE - optimale linie empfohlen
ES - mejor línea posible recomendado
FR - ligne optimale suggéré
PT - linha ideal recomenda
PL - linia optymalna zaleca

Fig. 5 IT - Graco angolo di apertura

EN - Opening angle graph
DE - Zeichnung zum Öffnungswinke
ES - Gráco ángulo de apertura

FR - Graphique angle d’ouverture
PT - Gráco ângulo de abertura
PL - Wykres kąta otwarcia

Fig. 4 IT - Rappresentazione quote “A” e “B”
EN - “A” and “B” quotes representation
DE - Darstellung der Werte “A” und “B”
ES - Representación cuotas “A” y “B”

FR - Représentation hauteurs « A » et « B »
PT - Quotas de representação “A” e “B”
PL - Przedstawienie wartości “A” i “B”

c

Fig. 6 IT - Installazione tipica
EN - Typical Installation
DE - Typische Installation
ES - Instalación típica

FR - Installation type
PT - Instalação típica
PL - Typowy sposób instalacji

80° ÷ 90°

Tab.1

A E

100 650

110 640
120 630
130 620
140 610
150 600
160 590
170 580
180 570
190 560
200 550
210 540
220 530
230 520

IT A= distanza tra l’ asse della cerniera e l’ asse del foro del ssaggio posteriore.
E= distanza tra l’ asse della cerniera e l’ asse del foro del ssaggio anteriore.
EN A= distance between the hinge axis and the axis of the hole for the

rear mounting.
E= distance between the hinge axis and the axis of the hole for the front
mounting.
DE A= Entfernung zwischen der Achse des Scharniers und der Achse der
hinteren Befestigungsbohrung.
E= Entfernung zwischen der Achse des Scharniers und der Achse der
vorderen Befestigungsbohrung.

ES A= distancia entre el eje de la bisagra y el eje del agujero de la jación
posterior.

E= distancia entre el eje de la bisagra y el eje del agujero de la jación anterior.
FR A = distance entre l’axe de la charnière et l’axe du trou de xation arrière.
E = distance entre l’axe de la charnière et l’axe du trou de xation avant.
PT A= distância entre o pino da dobradiça e o eixo do furo na parte posterior

da montagem.
E= distância entre o pino da dobradiça e o eixo do furo na parte anterior da
montagem.

PL A= odległość między osią zawiasu a osią otworu mocowania tylnego.
E= odległość między osią zawiasu a osią otworu mocowania przedniego.

l.o.

90° ÷ 100°

100° ÷ 110°

110° ÷ 120°

not recommended
values area

46

Fig. 8 IT - Fissaggio staffa anteriore
EN - Attaching the front bracket
DE - Befestigung des vorderen Bügels
ES - Fijación del estribo anterior

FR - Fixation du chevron avant

PT - Fixação suporte anterior
PL - Mocowanie obejmy przedniej

Fig. 7 IT - Taglio staffa posteriore
EN - Cutting the rear bracket
DE - Schneiden des hinteren Bügels
ES - Corte estribo posterior

FR - Coupe du chevron arrière
PT - Tamanho suporte posterior
PL - Przecięcie obejmy tylnej

Fig. 9 IT - Fissaggio motoriduttore e staffa posteriore
EN - Securing the gear motor and rear bracket
DE - Befestigung des Getriebemotors und des hinteren Bügels
ES - Fijación motorreductor y estribo posterior

FR - Fixation du motoréducteur et du chevron arrière

PT - Fixação motorredutor e suporte posterior
PL - Mocowanie motoreduktora i obejmy tylnej

1

2

2

3

1

2

9a 9b

47

Fig. 10 IT - Sblocco del motoriduttore
EN - Gearmotor release
DE - Entriegeln des Getriebemotors
ES - Desbloqueo del motorreductor

FR - Déblocage du motoréducteur
PT - Desbloqueio do motorredutor
PL - Odblokowanie motoreduktora

Fig. 9 IT - Fissaggio motoriduttore e staffa anteriore
EN - Securing the gear motor and rear bracket
DE - Befestigung des Getriebemotors und des vorderen Bügels
ES - Fijación motorreductor y estribo posterior

FR - Fixation du motoréducteur et du chevron avant

PT - Fixação motorredutor e suporte posterior
PL - Mocowanie motoreduktora i obejmy przedniej

Fig. 11 IT - Regolazione ne corsa meccanico

EN - Setting of the mechanical limit switch
DE - Einstellen des mechanischen Endanschlags
ES - Regulación nal de carrera mecánico

FR - Réglage de la butée mécanique
PT - Regulagem m de curso mecânico
PL - Regulacja ogranicznika mechanicznego

1

2

3

9c 9d

48

Fig. 12-13 IT - Connessioni elettriche
EN - Power connections
DE - Elektrische Anschlüsse
ES - Conexiones eléctricas

FR - Branchements électriques
PT - Conexões eléctricas
PL - Połączenia elektryczne

COM

LED

M+

M-

COM

LED

M+

M-

V+

ENC

NEG

L2

COM

L1

RAY2524E/RAY4024E

RAY40/RAY40110

RAY2524/RAY4024

LED

LED

MOTOR MOTOR

ENCODER MOTOR

Fig. 14 IT - Sostituzione led
EN - Replacement of the leds
DE - Auswechseln der Led
ES - Sustitución de las luces led

1

2

3

FR - Remplacement des DEL
PT - Substituição led
PL - Wymiana diod led

Fig. 12

Fig. 13

24 Vdc

230 Vac
110 Vac

Fig. 13a

IT - solo 24 Vdc
EN - only 24 Vdc
DE - nur 24 Vdc
ES - solo 24 Vdc
FR - seulement 24 Vdc
PT - só 24 Vdc
PL - tylko 24 Vdc

14a 14b

SELF INSTALL - NEED TECHNICAL

ASSISTANCE?

OPTION 1: DIRECT WITH THE SERVICE DESK – QUICKEST AND MOST EFFECTIVE METHOD

Submit your enquiry direct with the service desk at – [e-mail]
The service desk has the most experienced staff in Australia to help with your problem but they need your help.

 Describe your problem in detail and as clearly as possible. Don’t forget to include a telephone number.
 Be certain to detail which model or models of you are working with.
 Send photos of the installation – they love photos. The people at the service desk are good but they are

even better when they can see the installation. Send photos of the overall scene so they can see the
entire installation. Also send photos of the wiring to the control board and any other part of the
installation you think is relevant.

 Send video if appropriate. Smartphone’s these days take remarkably good video in small file sizes which

can be emailed in a moment. If your problem needs a video to show the issue please feel free to send it.

NOTE: THIS IS BY FAR THE FASTEST AND MOST SUCCESFUL WAY TO SOLVE YOUR PROBLEM

PHOTOS AND VIDEOS ARE THE NEXT BEST THING TO BEING THERE

OPTION 2: LODGE YOUR ENQUIRY LOCALLY - SLOWER BUT CAN STILL BE EFFECTIVE

Make contact with the store of purchase. Branch staffs are typically not technicians and dependent on their length
of service will have varying degrees of technical knowledge. If they cannot help however they will certainly either
source help locally from their technicians or make contact with the service technicians on your behalf.

OPTION 3: SERVICE CALL WITH AUTOMATIC SOLUTIONS TECHNICIAN – SLOWEST METHOD

If you fall within the local branch service area it may be possible to book a local technician to look at your
installation. Wait times will vary dependent on local workloads. The cost is a service fee which includes the first
half hour and the hourly rate thereafter. If any Automatic Solutions provided parts are found to be defective and
within warranty these will be provided free of charge.
(NOTE: If you suspect that any parts are defective and within warranty you may wish to consider option 4)

A note on this option: If you decide on this option you will be asked to sign an “authorisation to proceed” which
will provide legal authority and payment security. This form has three options available of which only the first two
are available to you. The third option is for warranty repairs only for full install customers. Self install customers
requiring warranty only service need to refer to option four below.

IMPORTANT: IN SHORT THIS OPTION WILL INCUR CHARGES

OPTION 4: RETURN THE PRODUCT IF BELIEVED TO BE FAULTY

As a self install customer who has purchased product if you believe the product to be faulty rather than an
installation or site problem you have the option of returning the product for evaluation and to exercise your right
to a replacement, repair or refund as applicable. All returned product is forwarded immediately to the service
technicians for evaluation and response. There are two main methods available to return product –

 Direct to the service centre – this is the quickest method as it cuts out the branch delay
 Via the branch of purchase – slower because of the delay at the branch

When choosing this option you need to complete a product return form. This form gives you all the information
on procedure involved and where to send to. These are available at the branch of purchase, can be emailed to
you (contact your branch), or available here - http://automaticsolutions.com.au/page/warranty.php