This guide applies to Hanso Pro+ manual retractable sunshades, including shades fitted to a motorized Pro+ pergola. If you have a motorized Apex or Horizon shade, contact Support for the correct instructions.
1. Stop operating the shade and inspect the affected area
If the fabric edge or zipper has come out of a side track, do not force the shade to retract or keep pulling it down. Continued operation while misaligned can damage the fabric or track.
Check which side has come out and whether the edge is displaced in one area or along the full rail.
Look for torn mesh, a damaged fabric edge or zipper, a bent track, or a rail pulling away from the post.
Check accessible track channels for debris without pulling on the fabric.
If any part is damaged, the rail is detached, or the shade is jammed, stop and send photos to Hanso Support before attempting a reset.
2. Check alignment before reseating
Have your installer check that the cassette and side rails are aligned and secured according to the Pro+ installation manual. The fabric should sit evenly on the roller, and the bottom bar should remain level during operation.
Misalignment can make the edge come out again even after it is reseated. Do not use extra spring tension to pull a jammed or displaced edge through the track.
Installation video reference
The linked video is the general Pro+ sunshade installation guide. Use it with the written manual to identify the rail assembly and mounting arrangement; it is not a dedicated zipper-repair video.
3. Reseat an undamaged fabric edge in the track
The existing Pro+ troubleshooting guide describes the following method. Have your installer perform this step if you are unsure which screws secure the rail or how to support the assembly.
Keep control of the bottom bar and support the rail sections before loosening them.
Following the Pro+ installation instructions, loosen the rail screws to allow the affected rail section to be repositioned.
Gently guide the displaced fabric edge back into the track channel. Keep the fabric straight and avoid twisting, stretching, or forcing the edge into place.
Securely reattach the rail sections according to the installation manual. Confirm that the fabric edge is seated and the rail remains aligned.
If the edge will not seat gently, or the track assembly differs from the guide, stop and contact Support. Do not open the roller or spring mechanism as part of this track check.
4. Test slowly and stop if the problem returns
Once the rails are secure, operate the shade slowly from the center of the bottom bar, keeping the bar level. Start with a short section of travel and check that both edges stay in their channels.
If the edge comes out again, the fabric bunches, or the bar tilts or binds, stop. Further assessment is needed before repeating the reset or adjusting spring tension. Reseating will not repair torn fabric, a damaged zipper, or a bent track.
What to send Hanso Support
Your order number and Pro+ sunshade size.
A photo of the full shade, both side rails, and the top cassette.
Close-up photos of the displaced edge, track channel, rail fixings, and any damage.
Whether the problem began during installation or after the shade had been working, and which side is affected.
The checks or adjustments already attempted and whether the edge came out again.
A short video only if the issue can be shown without forcing the shade.
Support can review the evidence and advise on alignment, further troubleshooting, or any component assessment needed.