This guide applies to Hanso Pro+ manual retractable sunshades, including shades installed on a motorized Pro+ pergola. If a side rail is loose, separating, or pulling away from the post, stop using the shade until its mounting has been checked.
1. Identify what has come loose
Take photos before attempting any adjustment. From a safe position, check whether:
The whole side rail is pulling away from the pergola post.
A section of the rail assembly has separated while the mounting remains in place.
The rail is secure, but the fabric edge or zipper has come out of its channel.
Any screws are visibly loose or missing, or the rail, mounting holes, or post show damage.
These symptoms need different checks. If only the fabric edge has come out, use the Pro+ fabric/track troubleshooting guidance. If you cannot identify the loose part, send Support a close-up photo before proceeding.
2. Stop operation if the rail is detaching
Do not pull the shade down or force it to retract while a rail is loose or detached. Avoid moving it to demonstrate the problem. Keep people clear of any hanging or unstable section and contact your installer or Hanso Support.
Do not remove additional fixings or dismantle the cassette while the assembly is unsupported. The roller contains a pre-loaded spring.
3. Have the installer check the mounting and alignment
Use the Pro+ installation manual and the updated installation video below as references. Ask your installer to check:
That the rail assembly is seated and attached in the arrangement specified for your Pro+ shade.
That all required rail fixings are present, correctly positioned, and securely engaged.
Whether screws or mounting holes are damaged or no longer hold securely.
That the cassette and both side rails are aligned, and the fabric is seated evenly without binding.
If the issue is a loose fixing and the rail, fixing, and mounting point are undamaged, the installer can secure it according to the installation instructions. If a fixing will not hold, a section repeatedly separates, or anything is bent or damaged, stop and ask Support to assess the next step.
Do not drill new holes, substitute larger screws, or use adhesive as a repair without model-specific guidance from Hanso. Do not increase spring tension to overcome a mounting or track problem.
Updated Pro+ sunshade installation video
Use this general installation reference alongside the written manual. It does not replace assessment of damaged or failed mounting points.
4. Test only after the rail is secure
Once your installer confirms that the rail is secure and correctly aligned, operate the shade slowly from the center of the bottom bar, keeping the bar level. Start with a short section of travel.
Stop if the rail moves, separates again, or the fabric binds or leaves its channel. Repeated detachment needs further assessment; do not keep tightening or resetting it without identifying the cause.
What to send Hanso Support
Your order number, Pro+ sunshade size, and which rail is affected.
A full-view photo showing the cassette, both rails, and bottom bar.
Close-up photos of the loose section, fixings, mounting points, and any damage.
Whether it started during installation or after normal use, and whether one or several shades are affected.
Any previous adjustment or repair and whether it held.
Support will review the mounting and component condition before advising on repair or replacement needs.